Unit 4 – Baggage Service

Unit 4 Baggage Service

A. Baggage Handling At Check-in

Part One Warming Up

Discussion:
1. What is baggage in terms of airline service? Can you explain checked baggage and
unchecked baggage?
2. You notice that your passenger is carrying a set of delicate glassware. What kind of
advice will you give him? Do you think that your airline will be responsible for the
damage to this article which is shipped as cabin baggage?
3. What’s the excess baggage charge rate? How much will you charge your passenger if his
baggage is 5 kilos over the weight limit for his trip from Hanoi to Hochiminh city?
4. Do you think that pets can be transported as excess baggage? What about a seeing-eye
dog?

Part Two Dialogues In Situation

 Dialogue A Dealing With Excess Baggage

A: Excuse me, sir. Your baggage is over the weight limit. You are only allowed 32 kg.
P: Oh, really? Well, can’t you check it in anyway?
A: I have to charge you for the excess weight.
P: How much will it cost?
A: It will be $80.
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Situational Practice
Mr. Phan is checking in for Flight MU515 to Osaka. His baggage weigh’s 25 kilos. As
he is going to travel economy his baggage is obviously overweight. He is charged for his
overweight baggage. The one-way fare from Shanghai to Osaka for economy is about
CNY3730.

Dialogue B Carry-on Baggage

A: Mr. Smith, I’m afraid that you can’t take that bag as hand baggage.
P: Why not?
A: It seems too big and may be too heavy as well. Let me explain it to you. The size and
weight of hand baggage are limited by our regulations. The maximum is 20 centimeters
by 40 centimeters by 55 centimeters in volume and 5 kilos in weight.
P: I’ve traveled a lot, but my hand baggage has never been weighed before.
A: Here the rules are strictly followed.
P: Well, I may as well take it as checked baggage.
A: Good. But I still think that you carry too much hand baggage with you.
P: I can manage myself.
A: We have a limit of hand baggage for each passenger. This is to ensure maximum safety
and comfort for all of our passengers.
P: I see.
A: So I still suggest you reduce the number of your items of hand baggage and take the rest
as checked baggage.
P: That’s OK.

Situational Practice
Mr. Le is going to take Flight MU545 to Singapore. He wants to take 4 pieces of carry-
on baggage with him into the cabin. One of the carry-on baggage is overweight and
oversized. The agent tries to persuade him to reduce the number of the items by explaining
the airline regulations and advise him to take the rest as checked baggage.

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Dialogue C Fragile Baggage

P: Afternoon Miss. I want to check in this case to Tokyo.
A: No problem. What’s inside, may I ask?
P: Some glassware I want to take back home to my parents. It’s very delicate. Would you
please remind your baggage handler to ship it carefully?
A: Certainly. But your case requires strict packing. I notice that you didn’t seal your case
properly. Please repack your case and make it sure that your case is safe enough to be
shipped.
P: OK. I’ll redo it for the sake of safety.
A: Then I’ll place a fragile sticker on the case to remind the baggage handlers to treat it
with care.
P: Thank you for your responsibility.
Situational Practice
A passenger is going to check in a cardboard case which contains a tea set. As it is very
delicate and easily broken, he is told to seal it properly so that it can be shipped safely.

Dialogue D Interlined Baggage

( Qingdao - Hong Kong - Bangkok )
A: Any checked baggage?
P: Yes. These two suitcases. I’ll go to Hong Kong first then take a connecting flight to
Bangkok.
A: I see. You will change the flight in Hong Kong but you don’t have to claim your
baggage and transfer it there. Our airlines can ship your baggage all the way through to
your destination. Actually, as soon as the flight arrives in Hong Kong the baggage
handlers will transfer it to the connecting flight that is bound for Bangkok. You just take
a rest in the transit lounge and wait for your next flight.
P: You can ship my baggage directly to Bangkok?
A: Sure. But I will label your suitcases as the interlined baggage. The baggage handler will
take care of them. It saves time and trouble, doesn’t it?
P: It certainly does.

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Dialogue E Carriage of Pets

P: I am traveling with my pet. I wonder if I can take it into the cabin.
A: I’m afraid not. According to our company regulations pets can only travel in cargo
compartments unless it’s a guide dog assisting the blind or deaf and properly harnessed.
You may not keep your dog in the cabin.
P: But how do you ship my dog then?
A: Put your dog in the pet container. We’ll ship it
as overweight baggage.
P: Do you offer pet containers then?
A: Yes, we offer ones of different size at reasonable price.
We charge your dog and its container as excess baggage.
By the way, do you have a health card for your dog?
P: Yes. I’ve got it ready for quarantine inspection.

Notes
1. I may as well take it as checked baggage.
“may (might, could) as well”
Then you might as well stay with us at the airport hotel.
Typical carrying cases for pets
2. reduce the number of items of hand baggage
3. have a health card for dogs

Useful Expressions
The size and weight of hand baggage are limited by our regulations.
to ensure maximum safety and comfort for all the passengers
your case requires strict packing
to make it sure that your case is safe enough to be shipped
to check in the baggage all the way through to the destination
a guide dog assisting the blind or deaf and properly harnessed
to get a health card for quarantine inspection

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Part Three Language Practice

I. According to the model, build conversations by using the information

below.
Model 1
A: Any checked baggage?
P: Two suitcases.
A: Would you please put them on the conveyor belt? Thank you. I’m sorry they are 10
kilograms over. You’ve to pay excess baggage charge.
P: Oh really? How much?
A: Let me check the rate. The excess baggage charge is 1.5% of one way economy
class fare. Your fare from Shanghai to Hong Kong for economy is CNY1970.
That’ll be CNY30 per kilo. For 10 kilograms over it’s CNY300. So you have to pay
CNY300 for your overweight baggage.

Mr. Taylor checks in for Flight CZ351 from Guangzhou to Singapore/one way economy
class fare is CNY5450/his checked baggage is 8 kilos over/Mr. Taylor is asked to pay excess
baggage charge.

Model 2
P: May I take these with me into the cabin?
A: Certainly. But your carry-on baggage seems too big and may be too heavy.
According to our airline regulations, The maximum is 56 centimetres by 36
centimetres by 23 centimetres in volume and 7 kilos in weight. I suggest you
reduce the number of the carry-on baggage as checked baggage. This is to ensure
the maximum safety and comfort for all the passengers on board.
P: All right. I’ll take your advice.
Mr. Tran is traveling to Hong Kong/He wants to take his briefcase, two flight bags and one
cardboard case into the cabin/The agent persuades him to reduce some of them as checked
baggage by explaining the airline regulation.

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II. Blank Filling:

Verify broken repack carriage care
A: Mr. Le, do you notice that the strap is________?
P: Oh yes. I didn’t notice that.
A: I’m afraid this box is considered improperly packed for________. We will handle it
with________, but Vietnam Airlines can not be responsible for damage or breakage.
P: I’m sorry but I have no time to ________.
A: Please complete a Limited Release Tag and we’ll ship the box.
P: Okay…. Here is the tag.
A: Would you sign here to ________that I’ve explained this to you?
P: OK. Here you are.

III. Scrambled dialogue. Rearrange the dialogue in the correct order.

____ Yes, sir. I suggest that you send the excess as unaccompanied baggage
____ Since your baggage is 20 kilos over the maximum, Mr. Taylor, you have to pay for
your excess baggage. That’ll be USD152.
____ I suppose I could do without the larger of the two boxes for a few days. What would be
the charge on that?
____ I didn’t think it would cost me that much. Isn’t there a cheaper way to send some of it?
____ Let me check it for you. The box weighs 20 kilograms, so you can send it for USD57.
____ Yes, sir. I’ll be glad to call a customs broker. They’ll come and pick it up.
____ That’s much better. Can you take care of that for me?

Part Four Communication Activity

I. Work in pair, then make dialogues with your partner.

Passenger: Mr. Bamforth is checking in for his flight to Shanghai. After he checks in his
baggage which is over the weight limit he wants to take a portable computer as
a free carry-on item into the cabin.

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Agent: You’re checking in Mr. Bamforth’s baggage to his destination. You ask Mr.
Bamforth to pay the excess baggage charge since his baggage is some kilos
over the weight limit. Meanwhile you explain to Mr. Bamforth that a portable
computer is considered as cabin baggage which needs to be weighed and
counted to the overweight baggage. Try to explain the rule of free carry-on
item to Mr. Bamforth.

II. You are working at the check-in counter. Try to solve the following check-in
problem by making dialogues with your partner:
At the check-in counter
Mr. Dorson, a heavy smoker, checks in for VN3400 from Hochiminh city to Seoul.
1) Travel documents:
 Passport
 Ticket: Economy class; Fare: USD750
2) Seat Preference:
 Passenger requests a window seat
 No window seat available/no smoking on board
 Agent suggests an aisle seat (15B)
3) Baggage
 2 pieces of baggage (4 kilos over)
 4 pieces of carry-on baggage
 Agent persuades PAX to reduce some of it
4) Boarding Time: 14:30
Boarding Gate: 20

Part Five Read and Discuss

Baggage
Baggage admitted for carriage as passenger’s baggage may only contain such
articles, effects or other property of passengers as are necessary for wear, use, comfort, or

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convenience, in connection with the trip. Carriers have the right (except for diplomatic bags)
but not the obligation to verify, in the presence of the passenger, the contents of his
baggage.
In many cases the first contact of the passenger with air transportation is through his
travel agent. The agent would offer his client a service by giving the following advice
concerning the carriage of his baggage.
* Use good quality baggage. It will not be damaged so easily and will last longer.
* Always put your family name, and your contact address on the outside and inside of your
baggage.
* Also put your temporary address at your destination, for example, the name and address of
the hotel or place you are staying at, your next place of stopover.
* Lock your baggage. If the locks don’t work, put a strong strap around it, to keep it from
opening up and items from being lost.
* Remove all old destination tags after each flight. To help in identifying your bag from
others in baggage claim areas, put tape or stickers on it that you will easily recognize.
* Items of value or important documents should be carried on your person.
All checked baggage must be properly packed in suitcases or
similar containers in order to ensure safe carriage with ordinary care in
handling, i.e. it must be sufficiently rigid and resistant to stand pressure
caused by normal loading conditions (cartons are therefore not
acceptable). Travel documents, medical certificates, X-ray plates, etc.,
as well as fragile articles, valuables such as money, jewellery,
silverware, negotiable papers, securities and business documents may
not be packed in the registered baggage, only in the hand luggage.
The baggage can be classified as follows:
1. Checked baggage
Checked baggage (also called ‘registered baggage’) comprises
articles which are weighed and carried in the baggage or cargo
compartment of the aircraft. They are not accessible to the passengers during the flight.
These articles are labeled with special baggage tags showing the station of arrival and a serial

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number. A portion of this tag is attached to the passenger’s ticket for identification purposes
only and must as a rule be presented at the station of arrival.
IATA has guidelines for baggage but the number and weight of baggage allowed free
of charge can vary by airline, routing and fare.
Free Baggage Allowance In Weight
(a) Free allowance for adults
F class: 40 kg (88 lb); C class: 30 kg (66 lb); Y class: 20 kg (44 lb)
(b) Free allowance for children / infants
Children are entitled to the same free baggage allowance as adult passengers. Infants not
entitled to a seat shall only be allowed 1 fully collapsible stroller or pushchair.
(c) Combined F-,C- or Y-class travel
For through journeys where the passenger travels partly on F-class and partly on C- or Y-
class service the free baggage allowance on each portion of travel shall be applicable to the
service for which the fare is paid.
(d) Pooling of baggage
Where two or more passengers, traveling as one party to a common destination or point of
stopover by the same flight, whether or not in the same class, present themselves and their
baggage for travel at the same time and place, they will be permitted a total free baggage
allowance (by number of pieces or weight) equal to the combination of their individual free
baggage allowances.
2. Unchecked Baggage
Unchecked baggage is put into the rack or under the seat according to the interior
arrangement of the aircraft cabin. It comprises the following two categories:
(a) Free carry-on items: Items carried free of charge in the passenger cabin require the
passenger’s own supervision and responsibility. These articles are not labeled.
In addition to the free baggage allowance, each passenger may carry, without additional
charges, the following personal effects for use in embarking, disembarking or in flight only
when retained in his own custody:
All passengers except infants at 10% or no fare may carry:

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* 1 piece of hand baggage suitable for placing in the closed overhead rack or under the
passenger’s seat with maximum dimensions specified by the carrier. Such maximum
dimensions (the sum of the 3 dimensions) shall not exceed 115 cm (45 inches).
* 1 overcoat, wrap or blanket
* 1 umbrella or walking stick
* 1 small camera or 1 laptop
* 1 pair of binoculars
* A reasonable amount of reading matter for the flight
* 1 handbag, pocket book or purse, i.e. which is appropriate to normal traveling dress
and is not being used as a container for the transportation of articles which would
otherwise be regarded as baggage.
Infants at 10% or no fare are entitled to:
Infant’s food for consumption on flight, 1 infant’s carrying basket and 1 fully collapsible
stroller or pushchair ( in cabin or cargo compartment of the aircraft ).
Invalids who depend on wheelchairs, etc. may have:
1 fully collapsible wheelchair and /or 1 pair of crutches and / or braces or other
prosthetic device for the passenger’s use (in cabin or cargo compartment of the aircraft)
Blind and deaf passengers may carry:
Dogs into a cabin to accompany them when properly harnessed but the dogs shall not be
permitted to occupy a seat.
(b) Cabin baggage: Any unchecked items in addition to the free carry on items are
considered as cabin baggage. They must be weighed or counted towards the free baggage
allowance. Carriers shall limit the acceptance of such other articles for carriage in the
passenger cabin to conform with security regulations and/or interline limitations. Oversized
items or those in excess of about 6 kg (11lb) must usually be put in the hold.
Articles (in excess of those mentioned above) are carried in the passenger cabin
subject to the passenger’s own supervision and responsibility. These articles are labeled.
Cabin baggage may only comprise those articles which are suitable to be carried in the
passenger cabin, such as portfolios, night-bags, laptop computers

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Excess baggage charges

(a) Rate
Baggage in excess of the free baggage allowance is charged as follows, irrespective of the
class paid for and used by the passenger:
Per kg. 1% of the OW, normal, direct adult F-class through fare (in local currency),
Or 1% of the applicable OW F-class fare per kg.
(b) Charges for pets
Charges for the carriage of accompanied pets shall be the normal excess baggage charges
and the animal and container shall not be allowed in the free baggage allowance of the
passenger.
Free Baggage Allowance In Piece
F/C: 2 checked bags (pieces), of which the total of the 3 dimensions does not exceed 158
cm (62 inches) for each bag (piece).
Y: 2 checked bags (pieces), of which the total of the 3 dimensions does not exceed 158 cm
(62 inches); provided that the addition of such two sums shall not exceed 273 cm (107
inches).
Notes
1. Baggage admitted for carriage as passenger’s baggage may only contain such articles,
effects or other property of passengers as are necessary for wear, use, comfort, or
convenience, in connection with the trip.
Such articles…as are necessary for wear…
2. negotiable papers, securities
3. the registered baggage = the checked baggage
4. F class: 40kg (88 lb) ; lb = libra (= pound )
5. combined F-,C- or Y-cl travel
6. pooling of baggage
7. …when retained in his own custody = …when these personal effects are retained in his
own custody.
… in ones’ own custody
8. collapsible wheelchair

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9. 1 pair of crutches and/or braces or other prosthetic device…

10. to conform with security regulations and/or interline limitations.
11. in the hold
12. subject to the passenger’s own supervision and responsibility
13. per kg. 1% of the OW, normal, direct adult F-class through fare
14. the total of the 3 dimensions
15. provided that the addition of such two sums shall not exceed 273cm
Questions For Discussion:
1. What’s the definition of baggage?
2. What does the agent advise his passenger to do for the carriage of the baggage?
3. State the airline’s rule of free baggage allowance for adults.
4. Can you name some of the unchecked baggage?
5. What’s the excess baggage charge rate? How do you apply it to the practical work?

1
2
3
1 4
5
2
4

3 6
7
8
9
10
7

10

10

6 9

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B. Baggage Service

Part One Warming Up

I. Identify the name of the form below by finding the missing letters.

P_oper_ y Ir_eg_lar_ty Re_or_

1. Passenger’s Name: ___________________________________

2. E-mail Address: ______________________________________
3. File Reference/Baggage Tag Number: ____________________
4. Address: ____________________________________________
5. Phone Number: _______________________________________
6. Description of Contents: ________________________________

Articles Brand/Label Color Date of Original Cost

Purchase

This is to certify the conformity of the above statement.

Date: ________________________________________________
Writer’s name: _________________________________________
Relation to passenger: ___________________________________
Signature: _____________________________________________

II.

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II. Fill out your partner’s PIR form by asking your partner for the information
you need. Possible questions:
1. May I have your name and your e-mail address? 5. What’s in your baggage?
2. Can I have your baggage tag number? 6. What does it look like?
3. May I have your address here? 7. When did you buy it?
4. May I have your contact number? 8. How much did you pay for it?

III. Learn the following tracing process.

1. Check the passenger’s ticket and the baggage claim tags.
2. Ask the passenger to describe the suitcase (bag).
3. Check the unclaimed baggage record.
4. Have a double check at the baggage claim area and then contact the airport where the
passenger checked in his baggage.
5. Fill in the PIR form.
6. Express the tracing efforts.
7. Offer a passenger a sum of money to purchase daily necessities.
8. Inform passenger to claim the baggage if it is located or ask the passenger to fill in the
Missing Property Questionnaire if it’s lost.
9. Ask the passenger to complete Claim Form Of Damage Or Loss Of Passenger Baggage
and then process the claim.

Part Two Dialogues in Situation

 Dialogue A Missing Baggage

P: Hello, I’ve just arrived from New York, but my luggage is missing.
A: May I see your baggage claim tags and your ticket?
P: Yes, here they are.
A: Hmm… Let’s see. I recommend filling out a lost-and-found form. Would you describe
your suitcases, please?
P: I don’t know how to describe them. They’re just regular suitcases.

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A: What color are they?

P: One is black, and the other is gray.
A: Okay. Now could I have your name, address, and contact number here?
P: My name is Susan Steward, and I’m staying at the Hyatt.
A: Thank you, ma’am. Once we receive your baggage, our agent will contact you and
deliver it to your hotel.
P: Thank you.

 Dialogue B Baggage delayed

P: Where can I pick up my delayed bags ?
A: If you leave your address and contact number here, we can forward your bags to you as
soon as possible.
P: Great. Thank you.
A: Would you please sign this property irregularity report?
P: Sure.

 Dialogue C Lost Baggage

P: Can you tell me what happened to my lost bags?
A: We haven’t received any information from the airport you departed from. I recommend
filling out a lost-and-found form.
P: Gosh, I really don’t understand.
A: We apologize for any inconvenience this has caused you.

 Dialogue D Damaged Baggage

P: Excuse me. I have a complaint.
A: What seems to be the problem?
P: My suitcase is completely destroyed. I want to be compensated.
A: I see. Please fill out this form. Indicate the damage caused and the value of the suitcase.
Notes
1. baggage claim tags

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2. lost-and-found form
3. property irregularity report
Useful Expressions
pick up one’s bags
recommend filling out a lost-and-found form
describe the suitcases
sign this property irregularity report
apologize for any inconvenience
want to be compensated
Indicate the damage caused and the value of the suitcase
to identify (collect/claim) one’s baggage
to claim compensation
to describe (deliver/repair) one’s baggage
distinctive (particular) markings
personal effects (belongings)
computerized tracing system

Part Three Language Practice

I. When the passenger approaches you with his baggage problem you
should obtain the first-hand information by asking some questions
pertaining to his baggage, such as the ticket, the total pieces of baggage,
check-in point and baggage identification tag. Work in pairs and one of
you as an agent asks such questions to his partner.
1. Passenger Le checked in two brown suitcases at Singapore airport. One is missing.
2. John Brown has just arrived with his family from Los Angeles airport. They checked in
four pieces of baggage and now they have claimed only three.
3. Mr. Bui came up to the Baggage Service Section complaining that he failed to claim
another suitcase which was checked in from Bangkok.

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II. As you notice that the passenger has some trouble locating his baggage,
you should help him to have a double check. You will also have your
passenger fill out the Property Irregularity Report. Study the following case
and then complete the form orally.
Jack Smith, an American tourist, living in 15 Kemp Dr. Springfield, New Jersey, just
finished his short trip in Beijing and flew to Shanghai. He checked in two pieces of baggage
for Flight CA921 on economy on July 15th, 2004. When he arrived at the Pudong
International Airport he failed to claim one of his suitcases. The missing suitcase is a black
Adidas with wheels and combination locks on it. It contains a woollen sweater, a pullover, a
Sony walkman, a few boxes of chocolate and some books. His baggage tag number is CA
065567.

III. Learn the following part by heart. Then with the given expressions, try to
express the tracing efforts in your own words.
Our experience has told us that most missing baggage will arrive the next day. Don’t
worry. We’ll make every effort to locate your suitcase. Actually tracing efforts will begin
immediately with our computerized tracing system. All bags that fit the description of this
baggage identification chart within Vietnam Airlines and other major foreign carriers will
be checked and then forwarded here on the first available flight. …
For the first four days our agent will keep in touch with you and keep you advised of
the situation. Even if after 96 hours, that is four days later, we have been unable to locate
your suitcase, a copy of your file will be sent to our Central Baggage Service Office for
further and more extensive tracing. Anyway we will take full responsibility until your
baggage is found, otherwise we will make a fair compensation for your lost baggage.

spare no efforts/do uttermost to/try every possible mean/make endless

efforts/make one’s best endeavors to do sth.
Search (trace) and locate
computerized tracing system
delayed baggage record/unclaimed baggage record

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baggage claimed area

IATA baggage identification chart
send back/ship back/forward to
keep in touch with/keep…advised of/keep track of…/
one copy of the PIR file
central Baggage Service Office
further check/double check/extensive tracing
take full responsibility/be responsible for/
make up for the loss for/make a fair compensation for…

IV. Pairing with your partner to create short dialogues. Start your
conversation with the sentence given at the beginning. You may extend
your dialogues.
1. A: It seems to me that you’re in trouble.
P: _________________________.(one of the suitcases is missing.)
A: _________________________.(check the ticket and baggage identification tag)
P: _________________________.(present the ticket and baggage tag: MU 038594)
A: _________________________.(want to know the features of the case)
P: _________________________.(gray case with wheels)
A: _________________________.(express double check efforts in locating the
baggage at baggage claim area)
2. P: I have just arrived in Hochiminh city from Saint Petersburg. Unfortunately my bags
are missing. Would you please trace my bags?
A: _________________________________.
P: VN 190 from Moscow to Hochiminh city.
A: _________________________________.
P: Yes. I went to Claim Area 4 and waited until all the bags came out on the conveyor
belt. But my bags didn’t come out.
A: _________________________________.
P: I started from Saint Petersburg and connected with VN in Moscow.

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A: _________________________________.
P: You mean that my bags were not properly loaded in Moscow? My God! But the
problem is that right now I don’t have my necessary personal items with me.
A: _________________________________.
P: Thank you. Still you have to expedite and deliver my baggage to my hotel.
A: _________________________________.
P: Movenpick Hotel. It’s located in Nguyen van Troi Street. Telephone number is
38449400.

V. Blank Filling. Read the following dialogue, then insert appropriate words
to complete the dialogue on the airplane:
P: Excuse me, miss. I was wondering if you could help me.
A: Yes, sir.
P: I forgot to pick up my briefcase. I think I ________________ it in the departure lounge
at the airport.
A: Would you please ____________________ it so that we can __________ it for you.
P: Well, It’s a normal size, black leather, executive ____________. It has got my
________ on it ________ Arthur Hudson. It also has my ____________ in Seattle.
There are some important business papers in it. I’m a bit worried.
A: Are you sure you left it in the ___________________________?
P: Yes… I’m sure. I left it by the sales __________________. I had just bought a pack of
cigarettes there.
A: OK. We’ll try to find it for you. Will you please give me _______________ of the
hotel where you’re going to stay?
P: I’ll be staying at Rex Hotel for a week.
A: We’ll _______________ you as soon as we __________________ your briefcase.
P: Thank you very much.

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Part Four Communication Activity

I. Discuss the following situations and pair with your partner to build up
short dialogues.
Situation 1.
Passenger: You’ve just arrived at Pudong International Airport from Tokyo on Flight
MU584. Now you have some trouble in claiming the baggage. You checked in three pieces
of baggage: one bag and two suitcases, but you failed to claim the bag, which contains some
clothes, some books and a pair of sports shoes. It’s a gray bag with a noted brand “NIKE”.
The identification number is MU 057868. You come to the Baggage Service counter for
help.
Agent: You’re working at the Baggage Service counter. A Passenger came to your counter
for help because one bag is missing. Try to solve the problem by referring to the following
steps:
a. Check the ticket and baggage identification tag.
b. Ask the passenger to describe the bag.
c. Have the agent double check the baggage claim area
d. To have a further tracing, ask the passenger to fill out PIR form.
e. Expressing the tracing efforts
f. offer CNY300 to the passenger to purchase necessary personal items when waiting for
the arrival of the baggage.
Situation 2.
Passenger: You arrived at Tan Son Nhat airport and just claimed the baggage. One of the
suitcases was damaged. Apparently there was a hole in it. You feel very angry and ask the
agent to give you a new one or the amount of money that it costs to buy a new one.
Agent: You feel sorry about the passenger’s suitcase damaged. You agree to have it
repaired. If the suitcase is irreparable the airline will give a new one or try to replace it
with one of the same type. Then you ask the passenger to fill out the PIR form, leaving the
current address and telephone number so that you can have a quick delivery of the suitcase.

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Part Five Read and Discuss

The Liability Of the Air Carrier In

Tracing Baggage

We apologize for the mishandling of your baggage and understand that this will be
inconvenient for you. Please be assured that we will do all possible to assist you through this
situation. Your baggage details have been entered into our worldwide computerized baggage
tracing system. If any of your information has changed or if, after reviewing your file you
have corrections, it would be appreciated if you would notify us immediately so we can
update your file accordingly. It would also be most helpful if you would ensure your name,
address and baggage description are correct. This will help us in retuning your baggage to
you quickly. We will advise you once your baggage has been received and arrange a
convenient time for delivery.
In case of a misdirected bag, the Baggage Service Office is responsible for the tracing
process for the first five days. It is therefore important that you report the loss immediately
after arriving at the airport. The majority of misdirected baggage is located within 24 hours.
In the rare cases when missing baggage is not found within the first five days, a second more
detailed, tracing process begins. For this reason, we ask you to provide us with as many
details about the baggage item as possible, as well as a description of the contents when you
first file your Property Irregularity Report.
If the airline is unable to retrieve your lost baggage and declares it lost and
unrecoverable, then the compensation process is activated. According to IATA guidelines,
passenger is entitled for claim with maximum liability of the airline being limited to USD20
per kg or a maximum of USD635 per piece of checked-in baggage. For items checked-in
with limited liability baggage tags, different compensation rules apply. This amount can be
higher if the lost/damaged bag was insured. Damage to the checked-in baggage is governed

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by various rules, which primarily regulates the type of damage. An airline will not be liable
for normal wear and tear/scratches, manufacturers defect etc.
Any damage to the baggage should be reported to the concerned airline immediately,
within 24 hours of arrival at the airport. In case of the travel being made through a
combination of various airline alliance partners, the delivering carrier is held responsible.
Ensure Your Baggage Safety
To avoid the possibility of losing your baggage either due to airline’s fault or a fellow
passenger’s fault because of identical appearance of the baggage—Label all your baggage
with Name Label, that gives your address, destination port, telephone number etc. Lock all
bags and remove old destination and identification tags before checking baggage. Never put
cash, jewellery, electronic equipment, computers in the checked-in baggage, as airlines will
not be liable for any loss/damage.

Notes
1. worldwide computerized baggage tracing system
2. If any of your information has changed or if, after reviewing your file you have
corrections, it would be appreciated if you would notify us immediately so we can
update your file accordingly …
3. in case of a misdirected bag… …
4. the compensation process is activated… …
5. …maximum liability of the airline being limited to USD20 per kg or a maximum of
USD635 per piece of checked-in baggage
6. Damage to the checked-in baggage is governed by various rules, which primarily
regulates the type of damage.
7. manufacturers defect
8. In case of the travel being made through a combination of various airline alliance
partners, the delivering carrier is held responsible.

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Questions for discussion:

1. How would you assure your passenger that your assistance is of great value in tracing the
baggage?
2. What happened to the majority of misdirected baggage within 24 hours?
3. If the baggage is declared lost and unrecoverable what’s the maximum liability of the
airline?
4. What will you suggest to your passenger in order to avoid the possibility of losing his
baggage?
5. Why is an airline not liable for normal wear, tear and scratches of passenger’s baggage?

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