module 6.1 week 6 English

• Module 6.1
• MBO
• Studiejaar 1

WEEK 6

theme 4: 

• delayed baggage
• damaged baggage
• procedures

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 know what a PIR and a DPR report is
• how to fill in a PIR and a DPR report
• what happens to baggage once it's traced

why could baggage be delayed? name reasons

A passenger flies on Quantas to SIN.
He transfers to a KLM flight to AMS.
His baggage does not arrive in the reclaim hall. Who is responsible?

1. Quantas
2. KLM

what does PAYLOAD mean?

1. a passenger pays for excess baggage
2. cargo on board that has been paid for
3. the load capacity of the aircraft
4. passengers always have to pay for baggage

There is a strike or power failure going on. Baggage cannot be loaded. Does the flight depart?

1. yes, but without baggage
2. no, they will wait until the problem is solved

How do we call the team that keeps an eye out for baggage that fell off a trolley?

1. baggage team
2. lost luggage team
3. baggage trace team
4. SOS team

As a floorwalker, where do you direct the passenger that needs to report missing/damaged baggage?

1. to the service desk in the reclaim hall
2. to the SSKIOSK to fill in the form
3. you fill in the form for the passenger
4. to the insurance company

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

your role as PGSA

• working as PGSA in a reclaim hall, you are the one to help the passengers whose baggage did not arrive or was damaged 
• you help filling in the Property Irregularity Report (PIR).
• with this report the airline will be able to trace the baggage worldwide.

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.

property irregularity report (PIR)

• in all cases of missing baggage a PIR has to filed 
  
• a PIR  is a form that reports lost or missing baggage
• it serves as proof in order to file a claim with the airline for the extra costs 

what do you fill in on the PIR?

• passenger data (name, address etc.)
• where do they wish to receive the baggage? (hotel, home, work)
• the passenger's itinerary (route flown)
• claimtag! very important!
• email and phone number
• insurance data
• passport number
• does it contain anything to declare at customs? 

important!

give a good description:

• To make it easier to give a good description of the missing baggage, you may use the Baggage Identification Card.
  
• looks like a menu with various types of baggage and objects

Online?

• report the missing as soon as possible! 
• some airlines offer online filing (such as KLM, Lufthansa, British Airways)
• if online not possible, the filing of the PIR has to be done at the service desk of the airline at the airport
• thankfully 90% of the missing baggage is found within 3 days!

World Tracer system

• most airlines work with the World Tracer system
• on the claimtag (proof the baggage is checked in) you'll find a barcode and a claimtag number
• all relevant data of the passenger will appear when this barcode gets scanned / claimtag number is entered.

passenger van Batum, remember him?

• he travelled from SYD via SIN to AMS
• his baggage wasn't there when he arrived in AMS
• he filed a PIR in AMS (a missing baggage report)
• his suitcase seems to be left behind in SIN
• the baggage handler in SIN enters the number of the claimtag in the World Tracer system
• there is a match with a missing report in AMS

RUSH label

• the employees in SIN will send the suitcase to AMS on the first possible flight
• this time they do not attach a regular label, but a  RUSH label.
• the suitcase arrives the next day on baggage belt 17
• passenger van Batum went home of course
• so the suitcase will be left on the concourse

RUSH = spoed

• not a regular label
• is always red
• is used on forwarded baggage
•  Rush-baggage will continue to rotate on the baggage carrousel

your task as PGSA

• be alert to RUSH baggage on the carrousels
• this is being done by floorwalkers
• all RUSH baggage will be placed in a seperate area
• here the PGSA's job is to match the RUSH baggage to missing baggage reports in the system
• you see: the claim tag is very important! 

the baggage will be delivered to the passenger

• the PGSA makes sure the baggage is handed over to the courier
• he/she messages the passenger with the details
• the courier leaves 3 times a day for deliveries (mornings, afternoons and evenings)

damaged baggage:

• sometimes baggage does arrive, but damaged
• in such a case another report must be filed:
• Damaged Property Report (DPR)

broken wheel

open zipper

no limited release label?

• when a suitcase is already damaged when checked in, it gets a  "limited release label" with details about the damage
• this means that a passenger cannot claim damage later; it was already damaged
• a PGSA may not file a Damaged Property Report if the damage is exactly the same as mentioned on the limited release label

what do you fill in on the DPR?

• clear description of the damage 
• What does it look like? How old is it? What did it cost?
• the passenger's itinerary (route flown)
• number of the claimtag 
• email/phone number
• insurance data
• passport number 

what does a passenger do with a DPR?

• passenger gets a copy of the DPR
• they can claim the damage through their travel insurance
• the travel insurance handles the rest with the airline

quick settlement (QS)

• some airlines offer another option:
• a quick settlement (snelle afwikkeling)
• the PGSA offers an amount of money
• the amount depends on the damage:
• broken wheel = $20
• DPR will be filled in, but with a mention of a QS (so no claim can be made later)

replacement bag:

• so severely damaged that a passenger cannot travel with it
• only for pax living outside of the Netherlands
• available in the reclaim halls
• mentioned in the DPR
• damaged baggage must be left behind in the reclaim hall

 last touchpoint.. 

• the passenger picked up his baggage from the belt
• now he/she may leave the airport, but...
• has to pass customs first (douane)!
• something to declare?  "goods to declare"
• nothing? "nothing to declare" 
• customs officers randomly check passengers: "may I see what's in your bag please?"