ACC - Airline Customer Service Baggage Handling and Tracing Questions and Answers — Questions and Answers
Question 1: A passenger arrives at their destination, but their checked bag does not. After confirming the bag is not on the carousel, what is the FIRST and most critical document an airline customer service agent must create to initiate the tracing process?
- A Baggage Claim Form
- A Property Irregularity Report (PIR) (Correct answer)
- A Lost Luggage Affidavit
- An Expedited Baggage Request
Correct answer: A Property Irregularity Report (PIR)
The Property Irregularity Report (PIR) is the official and standardized document used by nearly all airlines worldwide to report and track mishandled baggage (delayed, lost, or damaged). Filing a PIR creates a unique case file in the global WorldTracer system, which is essential for locating the bag.
Question 2: A passenger's bag was delayed and is now being sent on the next available flight to their destination. What type of tag is affixed to the bag to ensure it is expedited and handled as unaccompanied baggage to be reunited with the passenger?
- Priority Tag
- Fragile Tag
- Rush Tag (Correct answer)
- Interline Tag
Correct answer: Rush Tag
A 'Rush' tag is specifically used for baggage that has been separated from its owner and needs to be forwarded to them on a subsequent flight. It signals to all handling agents that the bag is unaccompanied and must be expedited to its final destination to be reunited with the passenger.
Question 3: Which of the following is the primary global system used by airlines and ground handlers to trace and match mishandled baggage?
- SITA BagJourney
- IATA Resolution 753
- Global Baggage Locator (GBL)
- WorldTracer (Correct answer)
Correct answer: WorldTracer
WorldTracer is the leading global IT platform, developed by SITA in cooperation with IATA, for tracing lost and delayed baggage. It is used by over 500 airlines and ground handlers at more than 2,800 airports to report, track, and repatriate mishandled bags.
Question 4: According to the Montreal Convention, which governs most international flights, a bag that has not been located within how many days is typically declared officially lost?
- 7 days
- 14 days
- 21 days (Correct answer)
- 30 days
Correct answer: 21 days
Under the Montreal Convention, which applies to most international air travel, if a bag has not been found and returned within 21 days, it is officially classified as lost, and the passenger can then proceed with a claim for compensation.
Question 5: A passenger is filing a Property Irregularity Report (PIR) for a delayed bag. Which piece of information is MOST crucial for the initial automated search in the WorldTracer system?
- The brand and color of the suitcase
- A detailed list of the bag's contents
- The 10-digit baggage tag number (Correct answer)
- The passenger's frequent flyer number
Correct answer: The 10-digit baggage tag number
The 10-digit numeric code on the baggage tag is the unique identifier for the bag in the airline system. The WorldTracer system heavily relies on this tag number, along with routing information, to perform automated matches with 'on-hand' bags found at other airports.
Question 6: What is the primary purpose of IATA Resolution 753 regarding baggage tracking?
- To set the maximum liability limits for lost baggage.
- To standardize the design and color of baggage tags.
- To require airlines to track baggage at four key points in its journey. (Correct answer)
- To mandate the use of RFID chips in all checked baggage.
Correct answer: To require airlines to track baggage at four key points in its journey.
IATA Resolution 753 requires member airlines to track baggage at a minimum of four key points: acquisition from the passenger (check-in), delivery to the aircraft, custody change between carriers (transfers), and delivery back to the passenger (arrival). The goal is to improve traceability and reduce the rate of mishandled bags.
ACC - Airline Customer Service Baggage Handling and Tracing Questions and Answers
A passenger arrives at their destination, but their checked bag does not.
After confirming the bag is not on the carousel, what is the FIRST and most critical document an airline customer service agent must create to initiate the tracing process?