Damaged or Lost Baggage
A process for managing requests for luggage repairs and lost luggage claims, from claim to compensation payment.
Workflow Steps
Step 1 - Passenger Files Claim
A passenger files a claim for lost or damaged baggage at the airport service desk or online, receiving a case number.
Step 2 - Baggage Tracing & Investigation
The airline investigates the claim, using global baggage tracing systems to try and locate a lost bag.
Step 3 - Automated Status Updates
The passenger receives automated email or SMS updates on the status of their claim (e.g., "Your bag has been located and is on the next flight").
Step 4 - Resolution & Compensation
The bag is either found and delivered, or after a set period, the passenger is offered compensation for a lost bag or reimbursement for a damaged one, according to regulations.
The Purpose of Damaged or Lost Baggage
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