module 6.1 week 6 English

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Slide 1: Tekstslide
Module 6.1MBOStudiejaar 1

In deze les zitten 34 slides, met interactieve quizzen, tekstslides en 1 video.

time-iconLesduur is: 90 min

Onderdelen in deze les

Slide 1 - Tekstslide

WEEK 6

Slide 2 - Tekstslide

theme 4: 



  • delayed baggage
  • damaged baggage
  • procedures

Slide 3 - Tekstslide

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

Slide 4 - Tekstslide

why could baggage be delayed? name reasons

Slide 5 - Woordweb

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?
A
Quantas
B
KLM

Slide 6 - Quizvraag

what does PAYLOAD mean?
A
a passenger pays for excess baggage
B
cargo on board that has been paid for
C
the load capacity of the aircraft
D
passengers always have to pay for baggage

Slide 7 - Quizvraag

There is a strike or power failure going on. Baggage cannot be loaded. Does the flight depart?
A
yes, but without baggage
B
no, they will wait until the problem is solved

Slide 8 - Quizvraag

How do we call the team that keeps an eye out for baggage that fell off a trolley?
A
baggage team
B
lost luggage team
C
baggage trace team
D
SOS team

Slide 9 - Quizvraag

As a floorwalker, where do you direct the passenger that needs to report missing/damaged baggage?
A
to the service desk in the reclaim hall
B
to the SSKIOSK to fill in the form
C
you fill in the form for the passenger
D
to the insurance company

Slide 10 - Quizvraag

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 11 - Tekstslide

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.

Slide 12 - Tekstslide

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 13 - Tekstslide

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 

Slide 14 - Tekstslide

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? 

Slide 15 - Tekstslide

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

Slide 16 - Tekstslide

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!

Slide 17 - Tekstslide

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.

Slide 18 - Tekstslide

Slide 19 - Video

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

Slide 20 - Tekstslide

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

Slide 21 - Tekstslide

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

Slide 22 - Tekstslide

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! 

Slide 23 - Tekstslide

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)

Slide 24 - Tekstslide

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

Slide 25 - Tekstslide

broken wheel
open zipper

Slide 26 - Tekstslide

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

Slide 27 - Tekstslide

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 

Slide 28 - Tekstslide

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

Slide 29 - Tekstslide

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)

Slide 30 - Tekstslide

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

Slide 31 - Tekstslide

 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?"

Slide 32 - Tekstslide

Slide 33 - Tekstslide

Slide 34 - Tekstslide