2003 Special Olympics World Summer Games Baggage Operations After Action Report

Transcription

1 2003 Special Olympics World Summer Games Baggage Operations After Action Report Table of Contents 1. Overview Structure Scope & Description of Operations Policies & Procedures Timeline Budget Appendices Equipment Requirements List Forms Diagrams... 37

2 1. Overview 1.1. Functional Goal (Due to the number of and special needs of the different delegations the following operation has been set up to expedite the process of baggage claim and transfers on arrivals and departures at Dublin, Shannon and Belfast International Airports.) The 2003 SOSWG Baggage Handling Operation will ensure official delegations baggage and equipment is accounted for and transferred to transportation on arrival and transferred to the check in desks on departure. This operation only applies to official delegations After Action Comments; The baggage handling operation for 2003 Special Olympics World Games was deemed an extremely successful operation meeting all objectives laid out in the operating plan Summary of Activity Baggage handling volunteers will assist delegations with baggage claim and transfer to transport on arrivals and assist with transfer of baggage to the check in on departures. All baggage and equipment will be reconciled on arrival against the appropriate baggage check form and transferred to appropriate transport, either Host Town or accommodation bus. After Action Comments; Arrivals Departures Shannon/Belfast achieved all objectives set out in the summary Dublin achieved all objectives set out in the summary Delegates departed from Dublin and Shannon Airports only and all objectives were met.

3 1.3. Dates of Operation Arrivals; Date Group Destination Airport 14/06/03 Delegations Host Town Dub/Sha/Bel 15/06/03 Delegations Host Town Dub/Sha/Bel 16/06/03 Delegations Host Town Dub/Sha/Bel 17/06/03 Delegations Host Town Dub/Sha/Bel 18/06/03 Delegations Accommodation Dublin 19/06/03 Delegations Accommodation Dublin 20/06/03 Delegations Accommodation Dublin 21/06/03 Delegations Accommodation Dublin Departures Date Group Activity Airport 29/06/03 Delegations Departures Dub/Sha/Bel 30/06/03 Delegations Departures Dub/Sha/Bel Final date of departures TBD Delegations Departures Dub/Sha/Bel After Action Comments June 14th was a test run for the main days of operation on 15 th & 16 th 2. Structure 2.1. GOC Structure Director of International Services G.M Airport Liaison Coordinator of Baggage Operations After Action Comments Baggage operations as an FA was isolated in that it should have been part of the logistics operation

4 Successful recruitment of excellent ex-baggage handling staff as volunteers was the key to the success of this operation. After Action recommendations Baggage operations should be part of logistics 2.2. Venue Structure Airport Venue Organisational Chart Venue Manager Statutory Services Facility Liaison Site Manager Participant Manager Operations Manager Event Services Manager Delegation Welcome Centre Safety Officer Logistics Language Services Technology Medical Accreditation Fit-Out Media Services Volunteer Services Baggage Operations Athletes Lounge Signage/Look Guest Services Transportation Host Towns Catering Entertainment VCC Operations Meet & Greet

5 After Action Comments Overall structure worked well except in overlap cases between logistics and baggage operations Baggage Handling ran smoothly in all airports Movement of baggage from accommodation venues for larger teams was a challenge as trucks sent were not large enough Movement of bicycles from Sports venue was most disorganised with airport liaison staff left to organise the collation, tagging and loading of bicycles on to the equipment truck. After Action Recommendations Logistics at venue level should take ownership of sports equipment movement and monitoring. 3. Scope & Description of Operations Scope This operation will encompass assistance provided to official delegates with baggage and equipment on arrival and departure in Dublin, Belfast International and Shannon Airports. Belfast International Airport From 14 th 17 th June, all baggage and equipment bearing the official 2003 Special Olympics Baggage Tags will be transferred by handlers directly from the aircraft to Host Town buses. Shannon Airport From 14 th 17 th June, Ground Staff will transfer all baggage and equipment bearing the official 2003 Special Olympics Baggage Tags from the carousel to Host Town bus. Dublin Airport Dublin has two types of operation;

6 a) 15 th & 16 th June; it is estimated that the majority of delegations will arrive over these two days (up to 6,000), due to the huge volume of baggage and equipment to be processed the following arrangement has been agreed for Dublin Airport. Over these two days only, bags bearing the official 2003 Special Olympics Baggage Tags will be transferred by handlers directly from the aircraft to 2003 SO vehicles located in front of Pier C (beside the Hertz car park) SO Volunteers will load the baggage from igloos and trailers onto the 2003 truck for transfer to the National Show Centre where all baggage will be sorted onto Host Town buses. b) 14th, 17th 21 st June; this will be a scaled down operation as the numbers will be much lower than those arriving on 15 th & 16 th. The baggage will be sent to carousels as per normal airport procedures and 2003 volunteers will assist delegates with baggage claim and transfer to Host Town buses in the coach park Functions Provided What will we do o Assist delegations with baggage and equipment claim on arrivals o Assist with delayed/damaged baggage reports o Follow up on lost luggage to closure o Transfer baggage to Host Town Bus /Accommodation o On departures we will assist delegations with baggage and equipment transfer from the bus to check in Constituent Groups provided for; official delegations only Types of Venues; Belfast International/Shannon /Dublin Airport After Action Comments Delegates were confused about the following; a) The GOC are not responsible for tracing or delivering lost/missing baggage (airline s responsibility) but will assist as much as possible. b) The GOC are not responsible for assisting in tracing or the delivery of baggage which does not belong to the official delegation i.e. families /guests etc

7 After Action Recommendations These facts regarding baggage responsibility should be included in all HOD updates. ( The GOC did send out this information but it should be sent out repeatedly) Description of Operations Belfast International Airport (BIA) and Belfast City Airport (BCA) Delegations arriving in both BIA and BCA will receive the following assistance depending on the type of flight A) Chartered flights Baggage and equipment bearing the 2003 SOSWG tags will be transferred on to Host Town Buses by Ground Staff and 2003 SOSWG volunteers When a charter arrives Ground staff will provide the following service; o Transfer all baggage bearing the 2003 SOSWG official tags to the Host Town Bus Park o Customs will carry out routine checks o 2003 SOSWG volunteers will count and load all baggage on to Host Town buses o Baggage Claimants will reconcile baggage and equipment against the appropriate baggage check form at the bus o Bicycles will be loaded onto 2003SOSWG truck (location TBD) for transfer to the warehouse in Dublin. B) Scheduled flights Handlers as per normal airport procedures will transfer all baggage and equipment arriving on scheduled flights to carousels. o 2003 SOSWG volunteers will assist baggage claimants (identified by the HOD/Meet & Greet volunteers) with baggage claim at the carousel o Lost/ damaged baggage will be reported to the Handlers by baggage claimants o Baggage will be checked against the baggage form (see appendix) by 2003 SOSWG volunteer and baggage claimant. o Claimed baggage will be transferred to Host Town bus after clearing customs. Note; bicycles will be loaded onto 2003Transport for transfer to the warehouse in Dublin.

8 No delegations departed through Belfast. After Action Comments Baggage was handled in both Belfast airports by ground handling staff under the direction of the General Managers of Operations who were also the Venue Managers appointed by the GOC. The baggage operation went according to the above description of operations. After Action Recommendations Recruit volunteers from airport management and they will appoint key airport people to oversee the operation Shannon Airport Delegations arriving in Shannon will receive the following assistance Handlers as per normal airport procedures will transfer all baggage and equipment arriving on scheduled flights to carousels. o Shannon Airport Ground Staff and Meet & Greet volunteers will assist baggage claimants (identified by the HOD/Meet & Greet volunteers) with baggage claim at the carousel o Lost/ damaged baggage will be reported to the Handlers by baggage claimants o Baggage will be checked against the baggage form (see appendix) by 2003 SOSWG volunteer and baggage claimant. o Claimed baggage will be transferred to Host Town bus after clearing customs. Note; bicycles will be loaded onto 2003Transport (location TBD) for transfer to the warehouse in Dublin. Delegations departing through Shannon will receive the following assistance; o Delegates will be transported with their luggage from their accommodation venue 3-4 hours ahead of their departure time o Buses will pull up at the terminal building departures door. o 2003 SOSWG volunteers escort group and transfer baggage and equipment on to trollies to the check in desk.

9 After Action Comments Baggage was handled in both Belfast airports by ground handling staff under the direction of the General Managers of Operations who were also the Venue Managers appointed by the GOC. The baggage operation went according to the above description of operations. After Action Recommendations Recruit volunteers from airport management and they will appoint key airport people to oversee the operation Dublin Airport Delegations arriving in Dublin will receive the following assistance with baggage and equipment; Dublin has two types of operation for arriving delegations; 15 th & 16 th June It is estimated that the majority of delegations will arrive over these two days (up to 6,000); due to the huge volume of baggage and equipment to be processed the following arrangement has been agreed for Dublin Airport. o Handlers will transfer baggage and equipment bearing the official 2003 Special Olympics Baggage Tags (see appendix) directly from the aircraft to 2003 SO vehicles located in front of Pier C (beside the Hertz car park). o 2003 SO Volunteers (supervised by a Baggage Coordinator )will load the baggage from igloos and trailers onto the 2003 truck for transfer to the National Show Centre o Volunteers in the Baggage Hall will check carousels for misdirected baggage and transfer by trollies to the baggage handover area. o In the National Show Centre, baggage trucks will pull up at the marquee where all baggage will be sorted by delegation o Baggage Claimants will sign off on claimed baggage o Baggage will be loaded on to the Host Town Bus by 2003 SOSWG volunteers. 14th, 17th 21 st June The baggage handling operation on the above dates will be a scaled down operation as the numbers will be much lower than those arriving on 15 th & 16 th.

10 o Baggage Handling Agents and Meet & Greet volunteers will assist baggage claimants (identified by the HOD/Meet & Greet volunteers) with baggage claim at the carousel o Lost/ damaged baggage will be reported to the Handlers by baggage claimants o Baggage will be checked against the baggage form (see appendix) by 2003 SOSWG volunteer and baggage claimant. o Claimed baggage will be transferred to Host Town bus in the coach park after clearing customs. Note; bicycles will be loaded onto 2003Transport located in the coach park for transfer to the warehouse in Dublin. Delegations departing through Dublin will receive the following assistance; After Action Comments o Delegates will be transported with their luggage from their accommodation venue 3-4 hours ahead of their departure time o Buses will pull up at the terminal building departures door. o 2003 SOSWG volunteers escort group and transfer baggage and equipment on to trollies to the check in desk. Dublin Airport Baggage operation was run totally by volunteers. The Baggage Operation Coordinators were ex- baggage handling staff who knew the airport systems. They were assisted by Volunteers from Civil defence who had Manual Handling training and could therefore transfer the baggage from the carousels etc onto trucks. These volunteers were roistered for baggage handling and security in the Welcome Centre. This ensured that they had breaks from pure physical work over the course of their shift. The use of 2003SOSWG Baggage Tags proved very useful in the identification of baggage on the 15 th & 16 th June when handling agents segregated the bags at the aircraft. In Dublin awareness was the key to ensuring that the operation went smoothly and monthly meetings were held with airline handling agents and senior management in Dublin Airport After Action Recommendations Meet regularly with airport management and airline handling agents Send all delegates official baggage tags Recruit volunteers from airport staff where possible

11 4 Policies & Procedures 4.1 Policies 2003 SOWSG POLICY Policy Number Policy Title Policy Statement BH-1 All Official Baggage to bear the official 2003SOSWG Baggage Tags Transport/ Host Town/ Accommodation All baggage and equipment travelling with official delegations must bear the 2003SOSWG baggage Tags. Additional explanation or information (optional) The 2003SOSWG baggage tags are a necessary form of identification of delegation s baggage and equipment SOWSG POLICY Policy Number Policy Title BH-2 Appointment of Baggage Claimants Meet & Greet

12 Policy Statement Additional explanation or information (optional) Each Delegation must nominate 1-4 persons to claim baggage on behalf of their group. Baggage Claimants will claim all baggage and equipment for the group on arrival. (Note Polices Number BH-3 to BH-8 applies to Dublin Airport only.) 2003 SOWSG POLICY Policy Number BH 3 Policy Title Baggage transfer to handover area at Dublin Airport Transport Policy Statement Handling agents will transfer all baggage and equipment bearing 2003SOSWG tags from the aircraft to the handover area in front of Pier C (beside the Hertz Car park) Additional explanation or information (optional) This policy only applies on 15 th & 16 th June 2003 SOWSG POLICY Policy Number Policy Title BH-4 Baggage transfer to 2003SOSWG trucks Transport/Logistics

13 Policy Statement At the handover area stated in BH2 official baggage and equipment will be transferred from igloos and trailers to 2003SOSWG trucks by 2003 Baggage Handling volunteers. Additional explanation or information (optional) 2003 SOWSG POLICY Policy Number Policy Title Policy Statement Additional explanation or information (optional) BH-5 Baggage transfer to sort area Transport 2003SOSWG trucks will transfer baggage and equipment from the handover point to the sort area in the National Show Centre. The baggage sort area only applies to Dublin Airport Operations SOWSG POLICY Policy Number Policy Title BH-6 Baggage sort Transport/Host Town

14 Policy Statement In the National Show Centre baggage will be sorted by delegation.. Additional explanation or information (optional) The baggage sort area only applies to Dublin Airport Operations SOWSG POLICY Policy Number Policy Title Policy Statement Additional explanation or information (optional) BH-7 Baggage claim in the National Show Centre Transport/Host Town In the National Show Centre Baggage Claimants from each delegation will verify and sign off on baggage and equipment claimed. The baggage sort area only applies to Dublin Airport Operations SOWSG POLICY Policy Number BH- 8 Policy Title Baggage transfer to Host Town Bus at the national Show Centre Transport/Host Town

15 Policy Statement When all baggage has been claimed 2003SOSWG volunteers will transfer bags onto the relevant Host Town Bus. Additional explanation or information (optional) The baggage sort area only applies to Dublin Airport Operations SOWSG POLICY Policy Number Policy Title Policy Statement BH-9 Lost /damaged bags. Events Services Lost/damaged baggage will be reported by the baggage claimant to the Aer Lingus Staff (who represent all handling agents). Additional explanation or information (optional) This policy applies to Dublin Airport on the 15 th & 16 th June only SOWSG POLICY Policy Number Policy Title BH-10 Baggage recovery Transport/Host Town

16 Policy Statement Baggage recovered by airlines will be delivered by the airline handlers to the delegation in their Host Town. Baggage recovered after Host Town programme will be delivered by the airline handlers to the accommodation venue. Additional explanation or information (optional) (Note Policies Numbering BH-11 and BH-12 apply to Belfast International Airport only.) 2003 SOWSG POLICY Policy Number Policy Title Policy Statement Additional explanation or information (optional) BH-11 Charter Flight Baggage Transfer at Belfast International Airport (BIA) Transport/Host Town In BIA all baggage bearing the official 2003 SOSWG tags will be transferred on to Host Town trucks by airline handling agents. Team USA are chartering flights for official delegates only and their baggage can be moved in bulk to the Host Town Bus SOWSG POLICY

17 Policy Number Policy Title Policy Statement Additional explanation or information (optional) BH-12 Bicycles at BIA Transport/Host Town Bicycles arriving on chartered flights will be loaded by airline handlers onto The 2003SOSWG truck for transfer to the warehouse in Dublin. Bicycles will not be brought to Host Towns. (Note; BH-13 to BH-17 applies to all airports) 2003 SOWSG POLICY Policy Number Policy Title Policy Statement BH-13 Baggage claim Meet& Greet 2003SOSWG volunteers will assist Baggage Claimants with baggage claim and transfer from the carousels. Additional explanation or information (optional) 2003 SOWSG POLICY Policy Number BH-14

18 Policy Title Policy Statement Baggage transfer to Host Town Bus Host Town 2003SOSWG volunteers will transfer baggage from carousel on to trollies via customs to the Host Town bus in the coach park. Additional explanation or information (optional) 2003 SOWSG POLICY Policy Number Policy Title Policy Statement BH-15 Bicycles Logistics All bicycles will be loaded onto 2003SOSWG trucks for transfer to the warehouse in Dublin. Additional explanation or information (optional) 2003 SOWSG POLICY

19 Policy Number Policy Title Policy Statement BH-16 Lost/Damaged Baggage or equipment 2003SOSWG volunteers will assist Baggage Claimants with lost/damaged baggage claim forms. Additional explanation or information (optional) 2003 SOWSG POLICY Policy Number Policy Title Policy Statement BH-17 Recovered Baggage or equipment Airline Handlers will deliver recovered baggage to their owner at the accommodation venue. Additional explanation or information (optional) 4.2 Procedures 2003 SOWSG PROCEDURE

20 Procedure Number Procedure Title BH-1 All Official Baggage to bear the 2002SOSWG Baggage Tags DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1 Baggage Tags sourced and ordered C.Coakley Baggage 2.Labels bearing the name of the G.Mooney Delegation/Host Town /Accommodation are produced 3. Labels are placed on baggage tags Volunteers 4. Baggage tags are sent to delegations. G.Mooney Volunteers Officials 5. Delegations to place tags on official luggage and equipment only. N/A N/A HOD DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage tags delivery is delayed. Group: What the steps are: Who does them: Delegations Tags are sent to delegations by express delivery G.Mooney Scenario: Baggage tags are not placed on official baggage Group: What the steps are: Who does them: Delegations 1. Baggage claimant is escorted to the carousel by BHV to identify baggage BHV/Baggage Claimant 2003 SOWSG PROCEDURE

21 Procedure Number Procedure Title BH-2 Appointment of Baggage Claimants DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1. Each HOD is requested to complete the baggage claimant form nominating a HOD/Airport Operations/Delegation Volunteers baggage claimant for the group. 2. HOD will complete and return the baggage claimant form to Airport Operations. 3. Meet & Greet process these forms and register the baggage claimants against each delegation. N/A Services HOD Meet& Greet Officials N/A DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: HOD does not nominate baggage claimant Group: What the steps are: Who does them: Delegations 1. On arrival Meet & Greet volunteer will ask HOD to nominate persons to assist with baggage claim. Meet & Greet/HOD Scenario: Nominates baggage claimant does not travel. Group: What the steps are: Who does them: Delegations 1. On arrival Meet & Greet volunteer will ask HOD to nominate persons to assist with baggage claim. Meet & Greet/HOD (Note Procedures BH-3 t0 BH-8 apply to Dublin Airport only)

22 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-3 Baggage transfer to handover area at Dublin Airport. Transport DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1.Airline handling agents will transfer all baggage and equipment bearing official Airline handling agents 2003 SOSWG Tags to the handover area in front of Pier C (beside Hertz car park) 2.BHV will transfer all baggage and BHV equipment on to 2003 SOSWG trucks. 3. Trucks will transport baggage and Transport equipment to the national Show Centre for sorting onto Host Town Bus. 4. Truck returns to handover area for next Transport load. Volunteers N/A Officials N/A DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Handling agent transfers baggage to carousel on 15 th & 16 th June Group: What the steps are: Who does them: Delegations 1. Baggage Coordinator contacts the Baggage Coordinator handling agent re the agreed procedure. 2. Handling agent delivers baggage and equipment to the handover area. Scenario: Baggage handlers refuse to deliver baggage to handover area. Group: What the steps are: Who does them: Delegations 1. Baggage Coordinator informs Sector Baggage Coordinator Manager who in turn informs Aer Rianta liaison. 2. Baggage claimants are brought via pool car from the DWC to the baggage hall. Meet & Greet Transport

23 3. BHV assist baggage claimant with baggage claim 4. BHV transfer all baggage and equipment on to trollies to coach park. 5. BHV transfer all baggage on to Host Town Bus 6. Host Town Bus returns to NSC. BHV/Baggage Claimants BHV BHV/Host Town 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-4 Baggage transfer to 2003SOSWG Trucks Transport DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1.Airline handling agents baggage vehicles will pull up adjacent to the 2003 SOSWG Airline handling agents trucks in the handover area in front of Pier C (beside Hertz car park) 2. BHV will transfer all baggage and BHV equipment on to 2003 SOSWG trucks. 3. Coordinator will give driver number of baggage loaded. 3. When baggage vehicle is empty the truck Transport will depart for the NSC. (The truck will not wait for a full load,) 3. Trucks will transport baggage and Transport equipment to the national Show Centre for sorting onto Host Town Bus. 4. Truck returns to handover area for next load. Transport DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Truck breaks down. Group: What the steps are: Who does them: Delegations 1. Baggage Coordinator contacts transport in Baggage Coordinator the NSC 2. Transport provides another truck. Transport

24 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-5 Baggage transfer to sort area Transport DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1.Trucks will transport baggage and Transport Baggage equipment to the national Show Centre for sorting onto Host Town Bus. 2.Trucks will pull up beside the marquee Transport 3.Driver gives Coordinator number of Transport baggage on truck 4. BHV records number. BHV 5.Baggage will be transferred from truck BHV into marquee. 6.Baggage is counted off truck BHV 7.Baggage is sorted into delegation designated area (marked by sign) BHV DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Number supplied by driver does not tally with actual bags off loaded at NSC. Group: What the steps are: Who does them: Delegations 1. Coordinator calls handover area to check BHV number. 2. Difference in number is recorded and BHV/ES reported to Event Services Manager. 3. Route of truck from airport to NSC is BHV checked by BHV for fallen luggage. 4. Found luggage is brought to the NSC. BHV 5.Baggage Coordinator completes baggage BHV report 6. Baggage is placed on Host Town bus BHV 2003 SOWSG PROCEDURE

25 Procedure Number Procedure Title BH-6 Baggage Sort. Transport DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegation Baggage Marquee is divided into corrals with posts bearing the names of delegations. BHV 1. Truck pulls up beside the marquee. 2. BHV will transfer all baggage into marquee, sorting each bag by delegation in corrals. 3. Bicycles are transferred onto bicycle truck for transfer to warehouse. DESCRIPTION: CONTINGENCY PROCEDURE(S) BHV BHV Scenario: Group: Delegations 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-7 Baggage Claim in the NSC Transport DESCRIPTION: STANDARD PROCEDURE(S)

26 Group dealt with: What the steps are: Who does them: Delegations 1.Baggage claimant is transferred by pool BC/M&G/TRN Baggage car to the NSC escorted by Meet & Greet volunteers 2.Baggage Claimant will verify and sign off BHV/BC on all baggage and equipment 3. Baggage claimant will return to the DWC. Transport DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Lost /damaged luggage Group: What the steps are: Who does them: Delegations 1. Baggage Claimant will complete report BC form and give it to the Aer Lingus Staff who is representing the handlers. 2.Aer Lingus will act on report and trace AL baggage 3. If baggage is unduly delayed the handlers will deliver to the Host Town. Handlers 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-8 Baggage transfer to Host Town Bus Host Town DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1. When baggage claimant has accounted for BHV Baggage all baggage and equipment, baggage is loaded onto Host town bus. 2. Host Town bus is called up to marquee. TRN 3. BHV will transfer all baggage on to Host BHV Town Bus. 4. Host Town truck then returns to parking area and waits for call to the DWC. Host TownTransport DESCRIPTION: CONTINGENCY PROCEDURE(S)

27 Scenario: Group: What the steps are: Who does them: Delegations 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-9 Lost /damaged bags Transport/Event Services DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1. Baggage claimant will complete lost/damaged form and give to Aer Lingus Airline handling agents/bc Staff for resolution. 2.Aer Lingus will act on report and trace AL baggage 3. If baggage is unduly delayed the handlers will deliver to the Host Town. Handlers DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage is delayed. Group: What the steps are: Who does them: Delegations 1. Host Town Bus departs after 2.5hour max. TRN 2. Baggage is delivered to delegate when recovered. Airline handlers.

28 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-10 Recovered bags Transport/Event Services DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1. Recovered bags are delivered by handlers to delegate. Airline handling agents. DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage is not recovered Group: What the steps are: Who does them: Delegations 1. Handling agents compensate delegate. Airline handlers SOWSG PROCEDURE Procedure Number Procedure Title BH-11 Charter flight baggage transfer at Belfast International Airport Transport DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1. All official Baggage on charter flights will be transferred onto Host Town trucks. Airline handling DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage transferred to carousels Group: What the steps are: Who does them: Delegations 1BHV assists baggage claimants with BHV/BC baggage claim at the carousel. 2. Baggage is transferred to Host Town Bus. BHV

29 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-12 Bicycles at BIA Logistics DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Bicycles 1. Bicycles arriving on chartered flights will be loaded onto 2003SOSWG trucks for transfer to the warehouse in Dublin. Airline handling DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Bicycles sent to Host Towns Group: What the steps are: Who does them: Delegations 1BHV informs logistics. BHV/Logistics 2.Logistics collects bicycles from Host Town BHV (Note; BH13 to BH17 applies to all airports) 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-13 Baggage Claim Meet& Greet DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1. Meet & Greet volunteer escorts Baggage BNC/M&G Baggage Claimant to carousel for baggage claim. 2. BHV assist baggage claimant in moving bags on to trollies. DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage lost /damaged Group: What the steps are: Who does them: Delegations Refer to Procedure BH-16

30 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-14 Baggage transfer from carousel to Host Town Bus Host Town DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1.Baggage trollies are pushed to the Host BHV Baggage town bus park area 2. Baggage is loaded onto the Host town Bus. DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Host Town Bus is delayed Group: What the steps are: Who does them: 1. BHV contacts Host Town Coordinator who in turn contacts the driver 2. Baggage claimant and baggage wait in the atrium for the bus 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-15 Bicycles Logistics DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1. Bicycles are brought from carousel on BHV Baggage with baggage. 2. As baggage is loaded onto the Host town Bus, bicycles are loaded onto 2003SOSWG truck in the coach park. BHV

31 DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Truck is delayed Group: What the steps are: Who does them: 1. BHV contacts logistics 2. BHV brings bicycle to the atrium and puts it behind the desk until the truck arrives SOWSG PROCEDURE Procedure Number Procedure Title BH-16 Lost /Damaged Baggage or equipment DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations 1.Baggage Claimant completes the BC Baggage lost/damaged baggage form 2. Handling agent deals with report. DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage is not recovered in 2 hours Group: What the steps are: Who does them: 1. Bus will leave for Host Town 2.5 hours Host Town after arrival time whether or not bags are recovered. 2. Recovered bags will be delivered by airline.

32 2003 SOWSG PROCEDURE Procedure Number Procedure Title BH-17 Recovered Baggage /Equipment DESCRIPTION: STANDARD PROCEDURE(S) Group dealt with: What the steps are: Who does them: Delegations Baggage 1. Bags recovered will be delivered to the delegate at their accommodation venue. Handlers DESCRIPTION: CONTINGENCY PROCEDURE(S) Scenario: Baggage is not recovered. Group: What the steps are: Who does them: 1. Airlines will compensate the delegate. After Action Comments Policies and Procedures were drawn up with airline handling agents and Baggage Operation volunteers and all were agreed on Policies and procedures were followed BH 10 & BH 17: recovered baggage was not always delivered promptly After action recommendations Draw up policies and procedures in conjunction with handling agents. A standby GOC vehicle could ensure the swift delivery of found /late baggage to delegates.

33 5 Timeline 5.1 Milestone Summary Milestone Date Develop plan with airports Sept.2002 Draft 1 Plan Nov Draft 2 plan March 2003 Recruit Baggage Handling Coordinators January 2003 Source and order Official 2003 SOSWG Baggage Tags March 2003 Baggage tags sent to delegations May 2003 Volunteer numbers completed February 2003 Volunteer shifts completed February 2003 Logistic requirements completed February 2003 Transport requirements completed January 2003 Appoint Coordinators to Dublin Airport March 2003 Arrivals Operation begins- all airports 14 June Arrivals operation ends Belfast & Shannon 17 June Arrivals Operation ends 21 st June Departures operation begins 29 June Departures operation ends 4 July After Action report July 2003 After Action Comments Airports did not become fully active in the planning process until January. Develop plans well in advance for airports and bring proposals to the management team 6 Budget 6.1 Budget Information. After Action Comments

34 Baggage Operation had adequate budget as it had only one major expense baggage tags 7 Appendices 1. Equipment Requirements List Stationary o Pens Highlighters o Staplers o Clipboards x 6 o 2 ring binders o 2 ring punch o A 4cards o Drawing pins FF&E o Desks and chairs o White board and markers o Traffic cones o Broom handles o Water cooler Communications o Mobile phones o Landline o Fax/copy facility Other o Baggage Handover hut in Dublin airport

35 2. Forms Attached 1. Baggage Claimant form / Passport Coordinators form 2. Lost /damaged baggage forms provided by handling agents

36 PASSPORT COORDINATOR/BAGGAGE CLAIMANT FORM To assist us with speeding up all airport processes, please fill in this form outlining the Passport Coordinator(s) and the Baggage Claimant(s). Delegation: HoD: A) PASSPORT COORDINATOR(S) Please insert additional names if necessary Name 1 Position Name 2 Name 3 Name 4 B) BAGGAGE CLAIMANT(S) Name 1 Position Name 2 Name 3 Name 4

37 After Action Comments Baggage Claimant forms focused the delegates on appointing responsible members of their group to take responsibility for baggage. After Action Comments The GOC requested that where possible the HOD should not hold this responsibility 3. Diagrams 1. Picture of Baggage tag

38 Other side of baggage tag Label showing Delegation/Tag number/accommodation/host Town After Action Comment Baggage tags worked extremely well although some were broken in transit 2. Maps attached outlining the following; Dublin Airport AUSTRALIA 35 / 250 U.C.D. - Roebuck Armagh o Handover point o Route of baggage to National Show Centre o Site map of National Show Centre o marquee area o bus park o truck park o bus route o truck route o Route of baggage from carousel to Host Town Bus o Route of Host Town Bus to Great Southern Hotel o Map of Great Southern Hotel lost luggage room marked o Dublin airport coach park o location of Host Town bus o location of bicycle truck Shannon Airport o Location of bus holding area o Host Town Bus Park o Route of baggage from carousel to Host Town Bus

39 Belfast International Airport o Location of bus holding area o Host Town Bus park o Route of baggage from carousel to Host Town Bus After Action Comments Maps were an important tool in assisting volunteers not familiar with locations and operations In Dublin they were especially useful in ensuring that handling agents knew the exact location of the handover truck Airport authorities were helpful in supplying maps for volunteer training After Action Recommendations Use airport maps in volunteer training to avoid confusion

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