Bscm3.

2A

Nippon Airways (ANA) and Philippine Airlines (PAL)

All Nippon Airways (ANA) and Philippine Airlines (PAL) have identical baggage damage, missing, and
delayed policies. Both airlines are responsible for finding missing or delayed baggage, and travelers must
report it to the Baggage Assistance Counter as soon as possible so that a reference number can be given
to trace and search the missing/delayed luggage. However, according to ANA Airlines' policies, if the
baggage is not recovered, ANA will pay compensation 30 to 45 days after the passengers arrive, under
the International Conditions of Carriage.

Both airlines have the same policies when it comes to damaged luggage. When travelers find damage to
their luggage, they must report it promptly, and the airline employees will document it in detail. The
liability for damaged baggage is based on their General Conditions of Carriage and/or the Montreal
Conventions therefore it was limited which they are not liable if the 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, and etc.
that are not severe damaged.

Both airlines, in my opinion, have a better manner of dealing with such situations, even though their
response and handling strategies differ. However, in terms of luggage handling quality, ANA is superior
to PAL because, in my cousin experience, the "baggage handler" of the ANA airlines did not throw the
baggage even though it was not a fragile baggage; instead, they handled the luggage with great care,
making sure not to have a single scratch or minor damage on the baggage, because the baggage handler
in Japan wants to provide a great and quality service by handling the passenger. Philippines Airlines does
the same at times, depending on the bag handler assigned to the task.