module 6.1 week 5 English

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Slide 1: Slide
Module 6.1MBOStudiejaar 1

This lesson contains 23 slides, with interactive quiz, text slides and 1 video.

time-iconLesson duration is: 90 min

Items in this lesson

Slide 1 - Slide

WEEK 5

Slide 2 - Slide

theme 4: 



  • delayed baggage
  • lost bagage

Slide 3 - Slide

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 - Slide

Slide 5 - Video

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 - Slide

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 - Slide

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 - Slide

what could be a cause for baggage not arriving?

Slide 9 - Mind map

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 - Slide

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 - Slide

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 - Slide

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 - Slide

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 - Slide

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 - Slide

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 - Slide

8. weather conditions
thunderstorm
too dangerous for baggage handlers to work on the platform. This usually does not take long.

Slide 17 - Slide

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 - Slide

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 - Slide

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 - Slide

next week:
procedures  for missing/damaged baggage: 
how can you help a passenger? 

Slide 21 - Slide

Slide 22 - Slide

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 - Slide