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Slide 1:
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Module 6.1
MBO
Studiejaar 1
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Slide 1 - Diapositive
WEEK 5
Slide 2 - Diapositive
theme 4:
delayed baggage
lost bagage
Slide 3 - Diapositive
aan het einde van deze les kun je:
beschrijven wat je rol en taken zijn als PGSA
beschrijven wat het verschil is tussen transfer en transit passengers
beschrijven wat het verschil is tussen COR en NOC
transfer en arriving passengers de weg wijzen op Schiphol
At the end of this class:
you will be able to explain the international agreements regarding baggage;
you will know who is responsible for the baggage
you will be able to explain the causes for baggage delays
Slide 4 - Diapositive
Slide 5 - Vidéo
your role as a PGSA
working as a PGSA in a reclaim hall, passengers expect a certain amount of knowledge from you.
you are the person with the answers to their questions!
you will need to know how to act in case of missing or damaged baggage.
Slide 6 - Diapositive
international agreements
the airline with
which the passenger arrives at his/her final destination
is responsible for the baggage.
so, in case of a problem with baggage, that airline must act to find a solution.
Slide 7 - Diapositive
who is responsible?
passenger van Batum starts his journey in Sydney (Australia) on Quantas Airways QF81, SYD - SIN.
he transferred in SIN to KLM flight KL840 SIN - AMS.
when he arrives in Amsterdam, his baggage does not appear on the baggage belt.
he reports this at (the handling agent of) KLM, who files a property irregularity report.
Slide 8 - Diapositive
what could be a cause for baggage not arriving?
Slide 9 - Carte mentale
1. payload
this is the
load capacity
of the aircraft: how many crew, passengers, baggage and cargo (total weight) may be loaded.
sometimes a choice must be made: extra cargo or passengers with baggage?
extra cargo is much more profitable...
sometimes baggage (or even passengers) must be left behind..
this baggage (and/or passengers) will be flown in on the next possible flight.
Slide 10 - Diapositive
2. strike of handling personnel
working conditions or salary
major consequences for passengers
major consequences for airlines too
sometimes flights leave without baggage
read article on page 21 of the module reader
Slide 11 - Diapositive
3. system failure
power failure
system broken
could be on outstation or arrival station (Schiphol)
passengers can travel, but without baggage
baggage will be deliverd to the passengers
Slide 12 - Diapositive
4. tagless baggage
baggage label (tag) has been forgotten at check-in
tag was ripped off somewhere in the process
no barcode available anymore!
baggage stays behind in the baggage area and baggage employees will try to find out the destination of the baggage
Slide 13 - Diapositive
5. dropped off the trolley..
driven too fast..
cut the corner..
hit the brakes too sudden..
special SOS team: keeps an eye open for baggage that's left behind or fell off a trolley
Slide 14 - Diapositive
6. incorrectly unloaded
nobody's perfect...
baggage employee had a bad night and makes a mistake: unloads baggage on the wrong baggage belt in the reclaim hall
easy to fix
Slide 15 - Diapositive
7. mix-up
baggage looks similar
someone takes the wrong one home..
an almost identical suitcase stays behind!
passenger has to return suitcase
Slide 16 - Diapositive
8. weather conditions
thunderstorm
:
too dangerous for baggage handlers to work on the platform. This usually does not take long.
Slide 17 - Diapositive
or..
very cold weather:
the hatches (luiken) are frozen and cannot be opened yet. Sometimes this takes a while!
This affects the operation very much..
Slide 18 - Diapositive
modulereader, page 10:
causes
payload
strike by baggage ground staff
system failure
tagless (no label)
dropped off the trolley
incorrectly unloaded
mix-up
weather conditions
Slide 19 - Diapositive
self service kiosk:
also in the baggage hall
as a PGSA (floorwalker in the baggage hall) you handle questions concerning baggage.
you direct passengers to the self service kiosks to file a missing baggage/damaged baggage form.
Slide 20 - Diapositive
next week:
procedures
for missing/damaged baggage:
how can you help a passenger?
Slide 21 - Diapositive
Slide 22 - Diapositive
Data toetsen grond:
Do 29 juni
jullie zijn hele dag vrij!!
Ma 3 juli
M1.2 Full Service check-in
Woe 5 juli
M6.1 Disembarking
Slide 23 - Diapositive
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