Rosario D.

Buencuchillo
BSHM202A

TASK PERFORMANCE (MIDTERM)

Philippine Airlines

Damaged Baggage

If you noticed that your baggage was damaged upon arrival, immediately approach the Baggage
Assistance Counter located at the arrival area and file a report.

We shall record the details of the damage to your baggage, and you will be offered immediate
assistance, as necessary.

Please note our liability for damaged baggage is based on our General Conditions of Carriage and/or the
Montreal Conventions, unless a higher value has been declared in advance, our liability remains limited.

We are also not responsible for baggage damage due to normal wear and tear, which includes:

 Cuts, scratches, scuffs, dents and marks;

 Damage to or loss of protruding parts, including straps, pockets, pull handles, hangar hooks,
wheels, external locks, security straps, or zipper tabs;

 Damage due to improper or overpacking;

 Baggage accepted under the conditions of the Limited Release Tag - including items retrieved or
confiscated by airport authorities or security personnel.

Philippine Airlines is not responsible for any damage due to normal wear and tear such as minor cuts,
scratches, and broken zippers including fragile items and musical/sports equipment; damage to or loss
of protruding parts, including straps, pockets, pull handles, hangar hooks, wheels, external locks,
security straps, or zipper tabs; damage due to improper or overpacking; baggage accepted under the
conditions of the Limited Release Tag - including items retrieved or confiscated by airport authorities or
security personnel .  

Delayed/Missing Baggage

As soon as you notice that your baggage is missing at the arrival airport, please approach the Baggage
Assistance Counter located at the arrival area and file a report for your missing baggage.

You will receive a reference number at the end of the reporting process. Please keep this number to
track the progress of the search for your baggage. We will search your baggage using the airline shared
system and we will contact you immediately for any update.
Cebu Pacific

 Damaged Baggage – Passengers must immediately file a Property Irregularity Report (PIR) while
still at the airport premises of the arrival station, if the baggage was damaged. If damage is
proven not to be caused by regular wear and tear, we will compensate based on the Philippine
Air Passenger Bill of Rights or the Montreal Convention.

 Delayed Baggage – Passengers must immediately file a Property Irregularity Report (PIR) within
the premises of the arrival station, if baggage did not arrive in the same flight as the passenger.
CEB will provide Php2,000 compensation to the passenger for every twenty-four (24) hours of
delay. We will also provide a first need compensation if passenger is not a resident at the
destination.

Between these two (2) airlines, Philippine Airlines has a better way of handling the case on the damage
baggage, The Philippine Airlines is detailed on what they look for on the reported damaged baggage.
They said that “General Conditions of Carriage and/or the Montreal Conventions, unless a higher value
has been declared in advance, our liability remains limited”. They are very clear on their statement
about this case.

With the Delayed/Missing Baggage, the Cebu Pacific Airlines handles things better. Them saying that
“CEB Php2,000 compensation for every 24 hours of the delay. And will also provide a first need
compensation if the passenger is not a resident at the destination.” With this kind of method, they will
really look for a way to find those missing baggage for if they don’t, they will keep giving Php2,000 to the
passenger for every 24 hours that they don’t find the missing baggage.

Recommendations/Solutions

1. They should have an organize way in handling this luggage. Even though they are not written
with “FRAGILE”, still, they should be careful about the belongings of the passengers.
2. They should always check the tags on the bag if it is going to the right place.
3. They are responsible for the belongings of these passengers, they should always take care of
their things for they booked on their airlines because they trust them.

References:

https://www.philippineairlines.com/TravelInformation/BeforeYouFly/BaggageInformation/
BaggageAssistanceandTracking
https://www.cebupacificair.com/pages/travel-info/customer-service-plan