Baggage 1
If a wallet is found in the boarding area, where should it be turned in?
Airport Lost and Found
A passenger says their bag was supposed to be checked all the way through. What can you look at to confirm the bag’s routing?
The bag tag
A passenger is missing a stroller after their flight. Before filing a claim, what should you determine?
Whether it was checked or gate-checked
A passenger says their bag never arrived, but they checked an oversized item. Where should you have them check before filing a claim?
Oversized baggage area
What should you take when documenting damage to a passenger’s bag?
Pictures
A bag with no identifying tag is often called this
Tag Off
A passenger accidentally leaves with another person's bag is called this
Bag Swap
A passenger reports that their bag did not arrive. What should you ask them for first?
Their baggage claim check
You re-flight a delayed bag using the Brock scanner. What should the destination station receive to let them know the bag is coming?
A foward message
A passenger wants someone else to pick up their delayed bag. What should you verify before releasing it?
Authorization and identification
A tag-off bag arrives with no identification on the outside. What should you do next to help identify the owner?
Put on gloves and search inside the bag for identification
A passenger says their AirPods were left onboard. You call the gate, Fleet, and OPS, but the item cannot be located. What should the passenger do next?
File an LOB report
A passenger arrives internationally and does not claim and clear their bag through Customs. The bag misses the connection. Who is responsible for picking it up?
The passenger
A passenger’s child car seat is delayed. You’ve provided a replacement. What other step must still be completed?
File a delayed claim
A passenger’s bag arrives damaged and you provide a replacement bag on the spot. What step is still required?
File a damaged claim
A delayed bag has been forwarded to SAN from another station. Where would you check to confirm the bag is inbound to SAN?
Receive Inbound On-Hands
A passenger decides not to travel after checking their bag and wants the bag removed. What process should you initiate?
Submit a Baggage Re-Route Request Form
A passenger’s delayed bag has been located and returned, and you’re ready to close/fault the claim. What flight information is required before completing the claim?
The flight the bag arrived on
A bag arrives open. The passenger discovers something is missing. What type of claim applies?
Missing Article Claim
While researching a delayed bag, you discover it was tagged under the wrong passenger. What should you do next?
Verify the correct passenger and bag information, then file the claim using the bag tag number the bag was actually tagged under
A bag shows a planeside upload scan, but it never reaches the carousel. Before filing it as delayed, who can you contact to help locate it?
Unifi dispatch/bag runner and/or Siemens
A passenger reports a delayed bag and has prescription medication inside. What two options can you offer to get it to them quickly?
Hold for pickup or Special Delivery
A wheelchair arrives damaged. Besides filing the claim and taking photos, what additional service can you offer while the passenger is still in the office?
Contact Global Repair Services
A transfer bag was mistakenly sent to the carousel and needs to be re-screened through TSA in order to make its connecting flight. Who should you contact for assistance?
Notify Unifi Dispatch or the bag runner
A passenger wants compensation for a delayed bag AND reimbursement for necessary items they purchased. Which part can you handle locally, and which is handled by Central Baggage Services?
Compensation locally; reimbursement through Central Baggage Services