Empower the passenger to solve baggage incident by giving some control at declaration and delivery levels, while releasing your staff from some work pressure and workload: the BagAssist Business to Customer modules.
There is nothing more frustrating for a passenger than having a baggage incident at the end of his journey. And the way the incident is treated can easily undermine customer loyalty.
Until now there were no alternative to queue alongside other angry and frustrated passengers, eventually to meet a Lost & Found agent only to be handed a piece of paper with some hand written numbers. Whatever good feeling the passenger had about his travel experience evaporates in seconds at this point.
An alternative for the hurry passenger that has to rush outside the airport now exists: in 3 simple steps he will be able to make the lost luggage incident declaration on an airport kiosk similar to check-in by filling in intuitive screens, running in a browser, with flight information, baggage description using the IATA Baggage Identification Chart and contact details.
Almost all lost luggage are ultimately united with passengers, but the overall process is usually disruptive, and the service recovery process must provide passengers with access to status information whenever they require it. At the moment, passengers have the option of using the Internet to find static lost baggage status or can make a phone call to the airline or its handling agent.
The second step in empowering the passenger will be made after the baggage has been received at the airport: from any internet connection worldwide, he will be able to verify on-line the incident status, but more importantly once the baggage is ready to be delivered he will be guided to organise the delivery, at his best convenience, through simple steps that takes care of all required airline restrictions.
Both initiatives are perfectly in line with IATA ‘Simplifying the Business’, which intends to streamline the Air Transportation processes and be more transparent and communicative towards the passenger.
It perfectly balances also between the BagAssist 2 main visions and philosophy: increase the Lost & Found department productivity and agent flexibility while at the same time increase raising the overall service quality for the passenger and the handled airlines.
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The BagAssist self-service solutions offer convenient, accurate and easy-to-usetools for those passengers experiencing the intensively frustating sensation ofloosing a baggage and on top of it having to queue alongside other angrypassengers. The self-service solutions are built on the same BagAssist philosophystandards, together with the same automated data input capabilities to reducepassenger input time, where the passenger is taking part in the process control.
PaxAHL (kiosk) is the lost baggage declaration module for the passenger usingan airport kiosk or PC equipped with touch screen and printer. It is a perfectergonomic alternative for passengers in a hurry, giving them the same confidencethan making a declaration at the agent desk.
Online AHL (internet) is the secured solution for the passenger to register abaggage incident on internet in case of big disruptions of flight/baggageoperations (like extreme weather conditions, strike,…), in order to avoiduncontrollable situations and big queues resulting in a reduction of qualityservice to the passenger. A high automated input process by pre-populatingthe input fields is applied.
SmartAHL (smartphone) is the secured solution for the passenger to register/complete a baggage incident using a smartphone, respectively in case of bigdisruptions or in a pro-active way after having received a SMS that the baggageis delayed. A high automated input process by pre-populating the input fields isapplied, on a pre-created file reference in pro-active way.
PaxDelivery gives at home or at office the opportunity to consult at any timethe latest status about the baggage incident. When the bag(s) are ready to bedelivered, the passenger may decide by using check boxes when and where thebags have to be delivered, at his/her best convenience BUT within the airlinedelivery restrictions.
IVR gives the latest baggage incident status to the passenger by calling the IVRnumber in his spoken language, transfers the passenger to an agent when thereare positive news about the incident. The Agentel call-centre software can also beintegrated so that the agent receives the passenger information when transferred,with corresponding file automatically opened.
