Baggage Claim Manual Revision No: 00 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date:

Transcription

1 Controlled Document - Do not Copy or Reproduce without Prior Permission

2 TABLE OF CONTENTS 1. GENERAL AMENDMENTS LIST OF EFFECTIVE PAGES INTRODUCTION ABBREVIATIONS DEFINITIONS 7 2. BAGGAGE RELATED ARTICLES 9 3. LOST BAGGAGE CLAIM PROCEDURES WI FOR RECORDING A REPORT FOR LOST BAGGAGE CLAIM SOP FOR TRACING BAGGAGE THROUGH WTR WI FOR DELIVERING FOUND BAGGAGE WI FOR FORWARDING FOUND BAGGAGE WI FOR HANDLING INTERLINE CLAIMS SOP FOR SETTLEMENT OF INTERLINE CLAIMS DAMAGE BAGGAGE CLAIM PROCEDURES WI FOR RECORDING A REPORT FOR HANDLING DAMAGED BAGGAGE CLAIM SOP FOR SETTLEMENT OF DAMAGED BAGGAGE CLAIM PILFERED BAGGAGE CLAIM PROCEDURES WI FOR RECORDING A REPORT FOR HANDLING PILFERED BAGGAGE CLAIM SOP FOR SETTLEMENT OF PILFERED BAGGAGE CLAIM INTERIM RELIEF/TRANSPORTATION EXPENSE ELIGIBILITY FOR INTERIM RELIEF 24 Controlled Document - Do not Copy or Reproduce without Prior Permission

3 6.2 SOP FOR SETTLEMENT OF INTERIM RELIEF/TRANSPORTATION EXPENSE SOP FOR SETTLEMENT OF BAGGAGE CLAIMS AT ONLINE STATIONS (OTHER THAN WHERE CLAIM RAISED) SOP FOR SETTLEMENT OF BAGGAGE CLAIMS AT OFFLINE STATIONS (OTHER THAN WHERE CLAIM RAISED) SOP FOR HANDLING BAGGAGE CLAIMS OF STAFF SOP FOR HANDLING BAGGAGE CLAIMS OF OPERATIONAL CREW SOP FOR HANDLING BAGGAGE CLAIMS REGISTERED WITH ANOTHER AIRLINE SOP FOR CLAIM SETTLEMENT UNDER MONTREAL CONVENTION IMPORTANT NOTES GUIDELINES RULES FOR BAGGAGE CLAIMS OF PILOTS 35 APPENDICES SPECIMEN FORMS 38 (ANNEXURE - I) PROPERTY IRREGULARITY REPORT (PIR) (ANNEXURE -II) DAMAGE BAGGAGE REPORT (ANNEXURE - III) DELIVERY ORDER (ANNEXURE - IV) BAGGAGE INVENTORY FORM (ANNEXURE - V) BAGGAGE CLAIM FORM (ANNEXURE -VI) FORM OF RELEASE (ANNEXURE - VII) FINAL TRACER AND AUTHORIZATION REQUEST (ANNEXURE - VIII) FORWARDING REQUEST FORM (ANNEXURE - IX) BAGGAGE TRANSFER / FORWARDING MANIFEST SPECIMEN LETTERS FOR CORRESPONDENCE WITH CUSTOMERS 48 (ANNEXURE - X) DAMAGE OR PILFERAGE NOT REPORTED ON ARRIVAL (ANNEXURE - XI) POOLED PASSENGERS CLEARED CUSTOMS BEFORE REGISTERED REPORT AND COURTESY PIR RAISED

4 Controlled Document - Do not Copy or Reproduce without Prior Permission

5 (ANNEXURE - XII) 50 SETTLEMENT OF PILFERAGE CLAIM BASED ON ASSESSED WEIGHT 50 (ANNEXURE - XIII) 51 SETTLEMENT OF PILFERAGE LOSS BASED ON WEIGHT LOSS 51 (ANNEXURE - XIV) 52 SETTLEMENT OF LOST BAGGAGE CLAIM BASED ON WEIGHT LOSS 52 (ANNEXURE - XV) 53 PAYMENT OF INTERIM RELIEF 53 (ANNEXURE - XVI) 54 COMBINED SETTLEMENT OF DAMAGE AND PILFERAGE CLAIM 54 (ANNEXURE - XVII) 55 SETTLEMENT OF BULKY HAND BAGGAGE CLAIM RETRIEVED AT GATE 55 (ANNEXURE - XVIII) 56 SETTLEMENT OF LOST BAGGAGE ON PIECE CONCEPT WHEN INTERIM RELIEF COMPENSATION IS PAID (ANNEXURE - XIX) SETTLEMENT OF LOST BAGGAGE CLAIM BASED ON ASSESSED WEIGHT (ANNEXURE - XX) RESIDENTS NOT ENTITLED TO INTERIM RELIEF (ANNEXURE - XXI) CLAIM REGISTERED ON INTERLINE CARRIER (ANNEXURE - XXII) RESTATING OUR OFFER (ANNEXURE - XXIII) CLAIMS REGISTERED AS BAGGAGE CONTAINS VALUABLES (ANNEXURE - XXIV) SETTLEMENT OF LOST BAGGAGE CLAIMS BASED ON AVERAGE WEIGHT Controlled Document - Do not Copy or Reproduce without Prior Permission

6 1. General Controlled Document - Do not Copy or Reproduce without Prior Permission

7 1.1. AMENDMENTS S.No Page No Chapter/Section Rev. No Revision Date By Entered 0n DEFINITIONS DQC Addition of domestic DQC Interim payment Rules for Baggage DQC Claims of Pilots

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9 1.2. List of Effective Pages PAGE REV: # DATED PAGE REV: # DATED CHAPTER #: 01 GENERAL CHAPTER #: 09 SOP FOR HANDLING BAGGAGE CLAIMS OF STAFF Sep, Sep,2012 CHAPTER #: 01 AMENDMENTS CHAPTER #: 10 SOP FOR HANDLING BAGGAGE CLAIMS OF OPERATIONAL CREW Sep, Sep,2012 CHAPTER #: 11 SOP FOR HANDLING BAGGAGE CLAIMS REGISTERED WITH CHAPTER #: 01 LIST OF EFFECTIVE PAGES OTHER AIRLINE Sep, Sep,2012 CHAPTER #: 01 INTRODUCTION CHAPTER #: 12 IMPORTANT NOTES 4 13 Sep, Sep,2012 CHAPTER #: 01 ABBREVIATIONS CHAPTER #: 13 GUIDELINES Sep, Sep,2012 CHAPTER #: 01 DEFINATIONS Mar, Mar,2014 APPENDICES SPECIMEN FORMS 13 Sep,2012 CHAPTER #: 02 BAGGAGE RELATED ARTICLES Sep, Sep, Sep, Sep, Sep, Sep, Sep,2012 CHAPTER #: 03 LOST BAGGAGE CLAIM PROCEDURE Sep, Sep, Sep, Sep, Sep, Sep, Sep, Sep, Sep, Sep, Sep, Sep,2012 SPECIMEN LETTERS FOR CORRESPONDENCE WITH CUSTOMERS Sep, Sep,2012 CHAPTER #: 04 DAMAGED BAGGAGE CLAIM PROCEDURE Sep, Sep, Sep, Sep, Sep, Sep, Sep,2012 CHAPTER #: 05 PILFERAGED BAGGAGE CLAIM PROCEDURE Sep, Sep, Sep,2012 3

10 Sep, Sep, Sep, Sep,2012 CHAPTER #: 06 INTERIM RELIEF/TRANSPORTATION EXPENSE Sep, Sep, Sep, Sep, Sep,2012 CHAPTER #: 07 SOP FOR SETTLEMENT OF 00 CLAIMS AT ONLINE STATIONS Sep, Sep, Sep,2012 CHAPTER #: 08 SOP FOR SETTLEMENT OF CLAIMS AT OFFLINE STATIONS Sep, Sep,2012 4

11 1.3. INTRODUCTION Passengers do not feel pleased losing their baggage after a long and exhaustive journey but, unfortunately, there are times when despite our efforts things goes wrong. Such situations require staff members to be empathetic and by their professional attitude, restore passenger s faith in PIA. It is recommended that each station should have dedicated staff for handling baggage claims and maintaining the continuity and speedy recovery of baggage/claim settlement. Passengers, whose baggage has not been located, may well be critical of the PIA s service. This should be seen as an opportunity to demonstrate to such passengers that we are concerned to regain their goodwill. The same will also apply to damaged and pilfered baggage Baggage Handling/Claims Manual is designed to help staff gaining excellence in service which is dependent on motivation and job knowledge. For this purpose a reference guide is essential for providing the guideline about the procedures for refreshing the memories of personnel whenever required. The Baggage Handling / Claims Manual aim at providing staff with detailed knowledge and understanding of our Baggage Handling and Claims Procedures. It is essential that all staff members familiarize themselves with the contents and adhere to these procedures. Passengers expect professional but sympathetic treatment when their baggage has been mishandled. Staff should always be available in the event of mishandled baggage to: Establish the facts by skilful questioning and careful listening. Clarify to avoid any chance of misunderstanding. Be aware that passengers will be emotional, upset and in an anxious state. Avoid reacting in a way, which will worsen his anxiety, i.e. do not try to diminish the problem. When discussing details of baggage irregularities, staff must not admit or imply liability on behalf of PIA. Inform passengers clearly what you will do about the problem and indicate any action they need to take. Do not make promises that cannot be met. Ensure that tracing action is promptly and efficiently started with all information noted in the World Tracer System Answer telephones quickly and courteously. Make telephone calls to passengers before they have to contact you. Remember the arrival area is most often the best chance our airline has of personal contact with the passenger. If a bad impression is given by the staff, it will stay with the passenger regardless of the outcome. 5

12 1.4.ABBREVIATIONS CSD Customer Services Department ASD Airport Services Department PS Passenger Services SOP Standard Operating Procedure WI Work Instructions SM Station Manager SSM Shift Station Manager TM Terminal Manager DSM Deputy Station Manager ASM Assistant Station Manager PSO Passenger Services Officer PSA Passenger Services Assistant LRT Limited Release Tag EBV Excess Baggage Valuation EBT Excess Baggage Ticket MCO Miscellaneous Charges Order WT Weight Y Class Economy Class YP Class Economy Plus Class C Class Business Class CSHO Claim Settlement Head Office CBTO Central Baggage Tracing Office FTAR Final Tracer and Authorization Request BIF Baggage Inventory Form PIR Property Irregularity Report BCFTF Baggage Claim File Transfer Form SI Supplementary Information AHL Advise if Hold BCF Baggage Claim Form WTR World Tracer System LBC Lost Baggage Claim OHD On Hand Request DPR Damage & Pilferage Report D.O Delivery Order MHB Mishandle Baggage 6

13 Baggage Claim Manual Revision No: 01 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date: DEFINITIONS 1. Baggage Baggage means articles, effects and other personal property of a passenger as are necessary or appropriate for wear, comfort or convenience in connection with his/her trip. 2. Compensation Financial compensation being asked by a passenger or his/her representative for mishandling that occurred during contract of carriage resulting in damage, delay, loss to his/her property or personal injury Legal Liability International a) Warsaw Convention: The extent of PIA liability is equivalent to US$20.00 per kilogram of lost checked baggage weight, unless by national law the local equivalent is higher. b) Montreal Convention: However liability of PIA under Montreal convention would be limited to 1131 (1 SDR = 1.53 USD) unlike up to USD 400 in Warsaw convention. This liability limit is subject to revision every 5 years in order to give effect to inflationary trend so claim settler must be abreast to the latest liability limit under Montreal convention Legal Liability Domestic PKR 1000 per kg. 4. Claim Settlement Procedures When a passenger reports mishandling of checked baggage, the arrival station baggage services staff member, will complete a PIR (Property Irregularity Report). The staff member will hand over the passenger a Baggage Inventory Form (BIF) B-I. The passenger must be requested to complete the BIF and return to the staff. Passenger should be informed about respective station s mailing address, contact number and the baggage claim file reference number. 5. Recovery of lost baggage after settlement In the event that, baggage is traced and found, after the claim has been settled, it should be deliver to passenger without realizing any amount. 6. Table of Weights IATA Recommended Practice 1751 provides a means of estimating the weight of the baggage. It is to be used when settling pilferage claims in cases when the weight loss cannot be ascertained. 7. Online baggage claims Baggage claims from passengers whose travel commence and end on PIA e.g. Mr. X traveling LHR/KHI on PIA or LHR/DXB/KHI all on PIA. 8. Baggage Tag 7

14 Baggage Claim Manual Revision No: 01 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date: Baggage tag means a document issued by carrier solely for identification of checked baggage, the baggage (strap) tag portion of which is attached by carrier to a particular article of checked baggage and the baggage (identification) tag portion of which is given to the passenger. 9. Unchecked Baggage Unchecked baggage means any baggage of the passenger other than checked baggage. 10. Interline Baggage Claims. Baggage claims from passengers for travel commencing on P1A and terminating on other carrier or vice versa. For example, Mr. X traveling JFK/LHR on Continental Airlines and LHR/KHI on PIA or Mr. X traveling KHI/LHR on PIA and LHR/JFK on Continental Airlines. 8

15 2. Baggage Related Articles a. Article VIII: Refusal of Carriage Weight or Seating Limitation If the aircraft s weight limitations or seating capacity would otherwise be exceeded, carrier shall decide in its reasonable discretion which passengers or articles shall not be carried. b. Article - IX: "Baggage" c. Articles Unacceptable as Baggage a) The passenger shall not include in his baggage. i. ii. iii. iv. v. Articles which do not constitute baggage as defined in Article-I hereof. Articles which are likely to endanger the aircraft or persons or property on board the aircraft, including (but without limitation) explosives, compressed gases, corrosive, oxidizing radio active or magnetized materials, that are easily ignited, poisonous, offensive or irritating substances, and liquids (other than liquids in the passenger s unchecked baggage for his use in the course of the journey). Articles the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from, to or over. Articles, which in the opinion of carrier are unsuitable for carriage by reason of their weight, size or character. Live animals, except that dogs, cats, household birds and other pets will be accepted for carriage subject to the provisions of paragraph 10 of these Articles. b) If the passenger is in the possession of, or if his baggage includes any arms or ammunitions, he shall present them to carrier for inspection prior to commencement of carriage, if carrier accepts such articles for carriage it may c) Require them to be delivered to and remain in its custody until the passenger s arrival at the airport building at the place of destination. i. Right to Refuse Carriage Carrier may refuse carriage as baggage of any articles described in of this Article and may refuse further carriage of any baggage on discovering that it consists of or includes any such article. ii. Carrier Accept as Baggage If carrier accepts as baggage articles which do not constitute baggage as defined in Article-I hereof, the carriage thereof shall nevertheless be subject to the 9

16 charges, limitations of liability and other provisions of these Conditions applicable to the carriage of baggage. iii. Checked baggage a) Upon delivery to carrier of baggage to be checked, carrier shall take custody thereof. Carrier will thereupon make an appropriate entry on the ticket which act shall constitute the issue of the baggage check baggage (identification) tags that may be issued by the carrier in addition to the baggage check are for identification purpose only. b) Carrier may refuse to accept baggage as checked baggage unless it is properly packed in suitcases or similar containers to ensure safe carriage with ordinary care in handling. c) The passenger shall not include in his checked baggage, and carrier may refuse to carry as checked baggage, fragile or perishable articles, money, jewelry, precious metals, negotiable papers, securities or other valuables, business documents or samples. d) Checked baggage will be carried on the same aircraft as the passenger may travel unless carrier decides that this is impracticable, in which case carrier will carry the checked baggage on carrier s next proceeding or subsequent flight on which space is available. iv. Free Baggage Allowance Passenger may carry free of charge baggage as specified and subject to the conditions and limitations in carrier s regulations. Where two or more passengers, traveling as one party to a common destination or point of stopover by the flight, present themselves and their baggage for traveling at the same time and place, they shall be permitted a total free baggage allowance equal to the combination of their individual free baggage allowance. v. Excess Baggage A passenger shall pay a charge for the carriage of baggage in excess of the free baggage allowance at the rate and the manner provided in carrier s regulations. vi. Collection and Delivery Baggage a) The passenger shall collect his baggage as soon as it is available for collection at places of destination or stopover. b) Carrier shall deliver checked baggage to the bearer of the baggage check upon payment of all unpaid sums due to carrier under the contract of carriage. Carrier is under no obligation to ascertain that the bearer of the baggage check is entitled to delivery of the baggage and carrier is not liable for any loss, damage, or expense arising out of or in connection with its failure so to ascertain. Delivery of baggage will be made at the destination shown in the baggage checked. c) If a person claiming the baggage, is unable to produce the baggage check and identify the baggage by means of a baggage (identification) tag, if one has been issued, carrier will deliver the baggage to such person only on condition that he established to carrier s satisfaction his right thereto, and if required by carrier, such person shall 10

17 furnish adequate security to indemnify carrier for any loss, damage or expense, which may be incurred by carrier as a result of such delivery. d) Acceptance of baggage by the bearer of the baggage check without written complaint at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage. d. Article XVIII: Time Limitation on Claims and Actions i. Notice of Claims No action shall lie in the case of damage to baggage unless the person, entitled to delivery, complains to the carrier forthwith after the discovery of the damage, and at the latest, within seven days from the date of receipt, and in the case of delay, unless the complaint is made at the latest within 21 days from the date on which the baggage has been placed at his disposal. Every complaint must be made in writing and dispatched within the times aforesaid. ii. Limitation of Actions Any right to damages shall be extinguished if an action is not brought within two years reckoned from the date of arrival at the destination, or from the date on which the aircraft ought to have arrived, or from the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court seized of the case. 11

18 a) Purpose: 3. Lost Baggage Claim Procedures 3.1. WI for Recording a Report for Lost Baggage Claim This Work instruction will be followed for recording a report for Lost Baggage Claim at arrival on all domestic and international airports. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. &Dom.), Baggage Tracing Staff/Officer. d) Instructions: 1. Record a lost baggage report AHL (Advise if Hold) when a passenger reports missing baggage. 2. Request the passenger for baggage tags and baggage details and enter the same details in the report. 3. Ask the passenger to describe the missing articles including any distinctive items Handover the baggage wallet which includes the Baggage Inventory Form (BIF) (Ref: Annexure IV) to the passenger along with the Property Irregularity Report (Ref: Annexure - I). Record the number of baggage and weight checked in as shown on the ticket and the number of baggage and weight delivered on arrival as all baggage claims are settled on the basis of weight and not on the value. Ensure all pooled passengers with the total bags received are present when the report is issued. If for any reason, the pooled passengers have left the baggage reclaim area with their bags, "Courtesy Report - For Tracing Purpose only" will be registered. 7. The passenger has to be clearly briefed that in the event that the bag in question is not found, the carrier accepts no liability and they will not be entitled to receive any form of compensation. The same rule applies for passengers not in possession of a baggage tag for the baggage they claim missing at the time of reporting. Note: A normal report will be issued for passengers whose baggage has been cross tagged as this occurs due to staff error at check-in. e.g. Mr. X has received a bag bearing the baggage tag he holds but the bag does not belong to him. d) Related Document: IATA Baggage Handling Manual. 12

19 e) Related Records: Baggage Inventory Form (Ref: Annexure - IV). Property Irregularity Report (Ref: Annexure - I) SOP for Tracing Baggage through WTR a) Purpose: This Standard Operating Procedure will be followed for tracing baggage through Central Baggage Tracing System on all international and domestic fights. b) Scope/Application: LL/Central Baggage Tracing Office/ International. c) Responsibilities: Assistant Manager Baggage Services and Officers/Staff deputed at LL (daily day baggage staff/officer). d) Procedure: 1. When passenger reports missing baggage on arrival, AHL will be raised. Passenger will be requested to provide ticket jacket, baggage tags and EBT. A baggage wallet which includes the baggage inventory form (BIF) (Ref: Annexure - IV) will be handed over to passenger together with PIR (Ref: Annexure - I). 2. After raising the AHL, the concerned station immediately inform origin station through telex or about the details of missing baggage. 3. Within three days check-in record (ACSI) of traveler add in AHL file and tracing with origin station as well as concern station, if baggage is untraceable within 7 working days then file forward to CBTO (KHILZ) for final destination. 4. It is the responsibility of baggage service staff at station to ensure that all details are included in the FTAR. 5. Mandatory documents along with certificate duly signed should be sent to CSHO. 6. CSHO only handles claims of those cases which are beyond station competence, pilferage, interline & nonrevenue. e) Related Document: IATA Baggage Handling Manual f) Related Records: Property Irregularity Report (Ref: Annexure - I). Baggage Inventory Form (Ref: Annexure - IV) Baggage Claim Form (Ref: Annexure - V) Final Tracer & Authorization Form (Ref: Annexure - VII) 13

20 3.3. WI for Delivering Found Baggage a) Purpose: This Work instruction will be followed for delivering the found baggage on all domestic and international airports. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) d) Instructions: 1. Once the baggage has been received, the passenger should be informed promptly and subject to local Customs Regulations, the baggage will be delivered to the passenger s residence. 2. If passenger wants his/her baggage at residence Speedex home delivery from will be submitted with all complete information and proper seal with baggage weight. 3. When effecting mishandled baggage delivery, a Delivery Order (Ref: Annexure - III) must be completed and signed by the passenger, or his representative or the delivering agent, and retained in the file. 4. If the passenger collects baggage in error and returns it later, airline staff should take an undertaking written by passenger he/she is not open the bag, in case of passenger claimed for any missing items the airline is not responsible for any compensation. 5. Claimed passenger must be informed about his/her baggage wrongly picked up by another passenger. e) Related Document: IATA Baggage Handling Manual f) Related Records: Form of Release (Ref: Annexure -VI) 14

21 a) Purpose: 3.4. WI for Forwarding Found Baggage This Work instruction will be followed for forwarding found baggage to the station for handing over to passenger. b) Scope/Application: Baggage services c) Responsibilities: Assistant Manager Baggage Services, Baggage Supervisor (Int. & Dom.) f) Instructions: 1. On receiving forwarding request for a baggage identified on hold, Baggage Supervisor shall match the details - tag numbers, weight, destination, and sector flown - with the information provided. 2. Only valuables and important documents shall be sent under check sheet, baggage shall be forwarded under custom advice with properly attached rush tag. 3. Proper entries shall be made in this effect in Baggage Register and Log Book For International baggage under PIA custody or detained by Customs, Forwarding Request (Ref: Annexure - VIII) will be raised along with Baggage Transfer / Forwarding Manifest (Ref: Annexure -IX) duly endorsed by competent Customs authority. Baggage shall be forwarded under check sheet with properly attached Rush Tag and forms mentioned in Para Records would be correctly updated in this regard Forwarding requests for international baggage will be entertained among all international airports in Pakistan. Baggage Services at all Airports will retain left behind/ found baggage for not more than five days at their station and will forward the same to the CBTO (KHILZPK) with due entries/acknowledgement at their end. e) Related Document: IATA Baggage Handling Manual g) Related Records: Forwarding request form (Ref: Annexure - VIII) Baggage Transfer/ Forwarding Manifest (Ref: Annexure - IX) Baggage Register 15

22 a) Purpose: 3.5. WI for Handling Interline Claims This Work instruction will be followed for handling interline claims for Lost Baggage at arrival all domestic and international airports. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) d) Instructions: 1. All details like tickets, tags, BIF, EBT for lost interline claims are to be sent to CSHO for final tracing within 10 days from the date the claim has been raised. 2. Any offer of payment to passenger must be made in writing. 3. From the 7th day to the 10th day, the local PIA airport office, while still continuing tracing, will send the Final Tracer and Authorization Request (FTAR) telex (Ref: Annexure - VII) to CBTO for secondary and final tracing. 4. CBTO will input the date when the FTAR telex or file, has been received by them in the World Tracer System. They have the next 10 days from the date of receipt of the FTAR telex, to conduct secondary and final tracing. In the event that the bag is not located by CBTO, the FTAR telex will be sent to CSHO Claim Section Head Office (Manager Baggage Services Office) for claim finalization and the World Tracer System will be updated to show the date when the FTAR telex or file has been sent to CSHO. 5. CSHO has the next 15 days to finalize the claim. 6. Stations should refrain from requesting for updates from CSHO if the FTAR telex or file is within the laid down time frame. However, in cases of extreme urgency. CSHO /CBTO can be requested to speed up the process of tracing and claim finalization. Note: It is the responsibility of staff member, at respective station, to ensure that all information and documents relating to the claim are provided in the FTAR telex for speedy baggage recovery or claim settlement. Mandatory documents along with certification should be duly filed and must be sent to CSHO/CBTO for claim settlement. 7. The compensation rate of $20 per kg will be applicable, while settling the lost baggage claim, son missing weight basis of international flight. e) Related Document: IATA Baggage Handling Manual 16

23 f) Related Records: Baggage Claim Form (Ref: Annexure - V) Final Tracer and Authorization Form (Ref: Annexure - VII) 3.6. SOP for Settlement of Interline Claims a) Purpose: This Standard Operating Procedure will be followed for settlement of interline claims for lost baggage on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom). d) Procedure: 1. All details files for lost interline claims are to be sent to CBTO for final tracing the 10th day from the date the claim has been raised, with details of all relevant documents i.e. baggage tags, tickets (if pooled, then ticket copies of all pooled). 2. After final tracing, station will send the file to CSHO. 3. If the baggage is concluded lost, CSHO will send offer letter to the passenger. The offer to the passenger has to be made in writing using the specimen letters provided by CSHO for final settlement or prorate share with this airline. e) Related Document: IATA Baggage Handling Manual f) Related Records: Baggage Claim Form (Ref: Annexure - V) 17

24 4. Damage Baggage Claim Procedures 4.1 WI for Recording a Report for Handling Damaged Baggage Claim a) Purpose: This Work instruction will be followed for recording a report for handling damage baggage claim at arrival on all domestic and international airports. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) c) Instructions: 1. When a passenger reports damage to his checked baggage, a Damaged Baggage Report (DBR) (Ref: Annexure - II) must be completed after observing the following: Visible external damage: Good judgment should be used to determine whether the damage can be repaired satisfactorily e.g. missing handles, wheels of most brands, minor damage to soft bodied suitcases in the form of small tears, could be repaired. Visible external damage and possible damaged contents: If the baggage has sustained major damage, there is a possibility that some of the contents may have been damaged. In such cases, the passenger must be asked to inspect the contents in the presence of the staff and the full details should be recorded to make a fair assessment of the case. Again, good judgment of the staff member concerned is called for to decide whether damage to contents is due to PIA, or due to the nature of the contents, e.g. spillage occurred could be due to improper or inadequate packing, in such case, PIA will not be held liable for any claims resulting out of such spillage. Concealed damage with no signs of external damage: All such claims shall be normally denied if there is no external damage to the bag itself. Concealed damage is usually due to improper or inadequate packing. Claims for damage due to spillage of liquids contained within the bag must also be politely declined. 2. Where it is established that mishandling has occurred due to rough handling or bad loading, the preceding /origin station will notify the station concerned and appropriate remarks should be made in the file. 3. Extract the details of total number of bags and weight from the passenger s ticket, along with the baggage tags and retained in the file. 18

25 4. Record the weight of the damaged baggage separately. If the passenger has more than one bag, the weight of the other bags received should also be recorded. 5. Inform the passenger to submit the BIF to the local PTA office within 5 days from the date the report has been registered. Note: Scratches, scuffs or nicks may occur during transportation despite care taken in handling. In addition, manufacturing defects may become apparent. Such damage is construed as normal wear and tear and PIA can no be held liable. e) Related Document: IATA Baggage Handling Manual f) Related Records: Baggage Inventory Form (Ref: Annexure - IV) Damage Baggage Report (Ref: Annexure - II) 19

26 4.2. SOP for Settlement of Damaged Baggage Claim a) Purpose: This Standard Operating Procedure will be followed for settlement of damage baggage claim on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom). d) Procedure: 1. The claim is to be settled at station level without referring to CSHO. 2. The weight of the empty damaged baggage and age of suit case should be mentioned as our liability and the passenger should be offered whichever is less i.e. our liability or the amount claimed. For easy settlement the following can be incorporated: Hard shell suitcase could weigh from 5 kg - 7 kg. Soft zippered suitcase could weight from 4 kg - 5kg. Hand bags, garment bags etc could weigh between 2 kg - 3 kg. 3. The possibility of repair must always be discussed in cases of minor damage. The passenger should be referred to the local official baggage repairers, if there is such an arrangement at the station. If need, Station Managers can also authorize replacement up to PIA s legal liability. 4. If the bag has been labeled with a Limited Release Tag and one of the following has been marked. Fragile or unsuitably packed. Packing inadequate. Perishables. Received damaged. Any claims arising thereof should be politely declined. 5. Depreciated value of suitcase. Note: If the bag has been replaced, or the claim has been settled as per our liability, the damaged bag has to be retained in office. If the damage is minor, the bag should be repaired and used as a loaner bag. In case of total damage, the bag should be disposed at station level after the claim has been settled. e) Related Document: 20

27 IATA Baggage Handling Manual. g) Related Records: Damage Baggage Report (Ref: Annexure - II). 5. Pilfered Baggage Claim Procedures 5.1 WI for Recording a Report for Handling Pilfered Baggage Claim a) Purpose: This Work instruction will be followed for recording a report for handling pilfered baggage claim at arrival on all domestic and international airports. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) d) Instructions: 1. When a passenger reports pilferage to his baggage, a Damaged Baggage Report (DBR) (Ref: Annexure - II) is to be issued after observing the following: If damage exposes the contents or if the locks have been tampered with, there is a possibility of some of the contents being missing. In such cases, the passenger must be requested to inspect the contents immediately before leaving the baggage reclaim area and details of the missing items must be recorded. 2. Where it is established that mishandling has occurred due to rough handling or bad loading, the preceding /origin station will notify the station concerned and appropriate remarks should be made in the file. 3. Extract the details of total number of bags and weight from the passenger s ticket, along with the baggage tags and retain in the file. 4. Record the weight of the pilferage baggage separately. If the passenger has more than one bag, the weight of the other bags received should also be recorded. 5. Inform the passenger to submit the BIF to the local PIA office within 7 days from the date the report has been registered. e) Related Documents: IATA Baggage Handling Manual. f) Related Records: Baggage Inventory Form (Ref: Annexure - IV). Damage Baggage Report (Ref: Annexure - II). 21

28 5.2 SOP for Settlement of Pilfered Baggage Claim a) Purpose: This Standard Operating Procedure will be followed for settlement of pilferage baggage claim on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) d) Procedure: The claim is to be settled as per our procedures at station level without referring to CSHO when our liability is less than US$ If our liability exceeds US$800.00, the complete file should be sent to CSHO for approval. If the checked in weight exceeds the delivered weight on arrival, our liability is on the weight loss, e.g. X checked in 3 bags weighing 30 kg and on arrival at destination, 3 bags weighing 25 kg were delivered to him and he reports pilferage. The weight loss is therefore, ascertained as 5 kg and our liability would be U5$100/- (5 Kg x US$20.00 per kilogram). 3. If the delivered weight exceeds the checked in weight and if the baggage has been pilfered then the claim for excess pilfered baggage will be as per the lost weight. e.g. X reports pilferage on arrival. His ticket indicates that he checked-in 1 bag weighing 20 kg and the delivered weight recorded is 22 kg. If the origin station confirms Mr. X checked-in 1 bag weighing 27 kg, the compensation to be offered to the passenger is US $ based on the weight loss of 5 kg. 4. If the origin station confirms the checked-in details as 1 bag weighing 20kgs and no weight loss has been ascertained but the bag has been received in an open and damaged condition, indicating that some items could hove fallen off, the passenger can be compensated on the assessed weight of the missing items calculated using the Table of Weights. 5. If the bag has been labeled with a limited release tag and one of the following has been marked. Fragile or unsuitably packed. Packing inadequate. Perishables. Received damaged. Any claims arising thereof should be politely declined. 6. All Pilferage Interline Claims, file should be updated in the World Tracer System and the file sent to CSHO. 22

29 7. On all incoming flight from USA, if pilferage is occurred TSA form must be given to the passenger at arrival. Note: In accordance with the condition of Carriage, PIA is not liable for damage to fragile or perishables articles, money, jewelry, precious metals, silverware, negotiable papers, securities or other valuables, business documents, passports and other identification documents or samples which are included in the passenger s checked baggage, whether with or without the knowledge of the carrier. e) Related Document: IATA Baggage Handling Manual. f) Related Records: Damage Baggage Report (Ref: Annexure - II). 23

30 6. Interim Relief/Transportation Expense 6.1 Eligibility for Interim Relief Interim relief is granted to passengers whose baggage fails to arrive at the destination provided: 1. The missing baggage contains personal effects only. 2. The missing baggage is not hand baggage that has been retrieved at the boarding gate. In case pax travelling without checked baggage then he is entitled to get interim relief. 3. The missing baggage is not tagged under a Limited Release Tag marked late check-in. 4. The passenger receives part of the baggage but the missing bag contains his personal effects. However, the Station Manager must use his/her discretion judiciously to establish this. 24

31 Baggage Claim Manual Revision No: 01 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date: SOP for Settlement of Interim Relief/Transportation Expense a) Purpose: This Standard Operating Procedure will be followed for settlement of Interim Relief/Transportation expense on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom.) d) Procedure: 1. Our company policy allows us to reimburse delayed delivery within 3 days(for domestic/ International stations) Interim payment for International stations: Business Class passengers are entitled to receive US$60.00 per day. Economy Class passengers are entitled to receive US$50.00 per day. Interim payment for Domestic stations: Business Class passengers are entitled to receive PKR 3000 per day. Economy Plus passengers are entitled to receive PKR 2500 per day. Economy Class passengers are entitled to receive PKR 2000 per day. Note: Reimbursement will be entertained only upto 3 days 2. Business Class passengers should be offered interim relief and for Economy class passengers, it will be given on request In exceptional cases, the compensation can be increased by the Station Manager in consultation with his Area Manager with sound justification. Wherever possible, such claims should be supported by some proof of purchase. On receipt of compensation, the passenger should sign the Mishandled Baggage Cash Advance Form and be advised that such compensation will form a part of the final settlement in the event that the baggage is not located. 5. At stations where local Customs Regulations do not permit the airlines to deliver the baggage, the appropriate return transportation charges incurred can be paid to the passenger or his representative. This is in addition to the delayed delivery compensation. 6. After settlement of delayed delivery and transportation, the amount paid should be updated in the World Tracer System for automated stations. For manual stations, the Property Irregularity Report (PIR) should reflect the amount paid. These closed files should be retained at the respective stations for 1 year. e) Related Documents: IATA Baggage Handling Manual. f) Related Records: Mishandled Baggage Cash Advance Form. 25

32 7. SOP for Settlement of Baggage Claims at Online Stations (Other Than Where Claim Raised) a) Purpose: This Standard Operating Procedure will be followed for settlement of baggage claims at online stations (other than where claim raised) on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom). d) Procedure: 1. When an Online Lost Baggage claim is received at any station other than the station where the passenger has reported the loss, the Station Manger receiving the claim will advise the station where the claim has been reported to forward the complete file to him. The Station Manager receiving the claim will then deal with the claim as normalin accordance with procedures, i.e. send the FTAR telex or the complete file as applicable to CBTO and will receive the BCF from CSHO. 2. When an Interline Lost Baggage claim is received at any station other than the station where the passenger has reported the loss, the Station Manager receiving the claim will advise the station where the claim has been reported and inform the CSHO. The Station Manager receiving the claim will then deal with the claim as normal in accordance with procedures, i.e. send complete details to CBTO and claim will be settled by CSHO. 3. When an online damaged, pilferage, interim relief, transportation expense claim is received at any station other than the station where the passenger has reported it, the Station Manager receiving the claim, will send all the details to CSHO. Case will be handled by CSHO. 4. When an interline damaged, pilferage, interim relief, transportation expense claim is received at any station other than the station where the passenger has reported it, the Station Manager receiving the claim will advise the claim raising station to forward the complete file to CSHO. The amount paid should be updated in the World Tracer System. After settlement, the complete file should be sent to CSHO to receive the prorate share from the interline carrier involved. The files should be sent to CSHO on a monthly basis under cover of memo. e) Related Documents: IATA Baggage Handling Manual. f) Related Records: 26

33 8. SOP for Settlement of Baggage Claims at Offline Stations (Other Than Where Claim Raised) a) Purpose: This Standard Operating Procedure will be followed for settlement of baggage claims at offline stations (other than where claim raised) on all international and domestic flights. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom). d) Procedure: Lost Baggage claim (online/interline): 1. All documents received from the passenger should be sent to the station where the claim has been registered, who either will send an FTAR telex, or the complete files as applicable, to CSHO for further tracing. 2. After tracing is completed and if the baggage in question remains missing, the file will be sent to CSHO for claim finalization. CSHO in turn will send the BCF to the offline station to conclude the claim with the passenger. 3. After settlement, intimation has to be sent to CSHO confirming payment was made. Damaged, pilferage, interim relief and transportation expense claim (online): 1. The offline station needs to obtain the authority directly from the station where the claim has been raised. 2. After settlement, intimation should be sent to the claim raising station who will update the World Tracer System and reflect the amount paid in the current MSL (for automated stations) or reflect the amount paid in the PIR (Ref: Annexure - I) (for manual stations). Damaged, pilferage, interim relief and transportation expense claim (interline): 1. The offline station needs to obtain the authority directly from the station where the claim has been raised. 2. After settlement, intimation should be sent to the claim raising station who will update the World Tracer System and reflect the amount paid in the current MSL (for automated stations) or reflect the amount paid in the PIR (for manual stations). 3. The file should then be sent to CSHO on a monthly basis, under copy of a memo to recover the prorate share from the interline carrier involved. e) Related Documents: IATA Baggage Handling Manual 27

34 f) Related Records: Property Irregularity Report(Ref: Annexure - I) 9. SOP for Handling Baggage Claims of Staff a) Purpose: This Standard Operating Procedure will be followed for settlement of baggage claims of staff on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. & Dom). d) Procedure: Lost baggage claims: 1. All AHL files should be issued and after necessary tracing action with CBTO, the complete file (i.e. PIA card, Content list, Claim Form, AHL/DPR report and receipt of suit case) should be sent to CSHO for settlement. 2. The concerned staff members should be advised to contact the Manager Baggage Services directly. Damage and pilferage baggage claims: 1. A DBR (Ref: Annexure - II) should be issued and the complete file should be sent to CSHO for settlement. 2. The concerned staff member should be advised to contact the CSHO directly. Delay baggage claims: 1. An AHL should be completed and the claim should be treated the same as a commercial passengers claim (refer instruction). e) Related Documents: IATA Baggage Handling Manual f) Related Records: Damage Baggage Report (Ref: Annexure - II) 28

35 10. SOP for Handling Baggage Claims of Operational Crew a) Purpose: This Standard Operating Procedure will be followed for settlement of baggage claims of operational crew on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. &Dom.) d) Procedure: Lost Baggage Claims: 1. An AHL file should be issued and after necessary tracing action with LL staff/officer, the complete file should be sent to our CSHO for settlement. 2. The concerned staff member should be advised to contact the CSHO. Damage and pilferage baggage claims: 1. A DPR (Ref: Annexure - II) should be issued and the complete file should be sent to CSHO. 2. The concerned staff member should be advised to contact the CSHO. Delay baggage claims: 1. If the baggage fails to arrive at a slip station, an AHL has to be completed. 2. The concerned crew member may ask for an advance against salary of up to (or its local equivalent0 for each day of the slip up to maximum of 3 days. 3. The Station Manager at the concerned station should make the necessary arrangements for payment. 4. When the baggage is returned to the concerned crew member, they may retain any new items purchased and 50% of the purchase price will be reimbursed by the Company, on production of the purchase receipts. e) Related Documents: IATA Baggage Handling Manual. f) Related Records: Damage Baggage Report (Ref: Annexure - II). 29

36 11. SOP for Handling Baggage Claims Registered With Another Airline a) Purpose: This Standard Operating Procedure will be followed for settlement of baggage claims registered with another airline on all international and domestic fights. b) Scope/Application: Domestic and International arrivals at all stations. c) Responsibilities: Assistant Manager Baggage Services, ASM (Arrivals), Baggage Supervisor (Int. &Dom). d) Procedure: 1. Station Manager receiving a claim from a passenger that has been registered with another airline should send the claim to the local office of the concerned airline where PIR is issued with the request to reply passenger directly. For example, Mr. X traveling BKK/KHI with PIA and KHI/FRA with KLM. On his return to Bangkok, he contacts the Station Manager in Bangkok for his claim raised with KLM in Frankfurt. This claim should be referred to the local office of KLM for settlement. The specimen letter under heading Claim Raised with Interline Carrier should be used for such incidents. 2. However, only for special cases, the Station Manager can conclude the claim with the passenger directly to retain their goodwill. The claim file should be sent to CSHO to obtain the approval from the concerned airlines. e) Related Documents: IATA Baggage Handling Manual f) Related Records: 30

37 12. SOP for Claim Settlement under Montreal Convention a) Purpose: This SOP will provide guidelines under which Baggage Handling Section at Station and Head Office will settle cases under their respective claim settlement limits. b) Scope: This will be applicable on International travel only. This SOP will be applied on the cases of baggage mishandling taking place in a state or jurisdiction where Montreal Convention is applicable. c) Responsibility: Respective Station Managers/Baggage Officers and Baggage Handling Head Office shall be responsible for implementation of this SOP. d) Procedure: 1. Requirement of any documents or procedures or steps or any other thing used to settle claim under Warsaw convention would remain unchanged. 2. However liability of PIA under Montreal convention would be limited to 1131 (1 SDR = 1.53 USD) unlike up to USD 400 in Warsaw convention. This liability limit is subject to revision every 5 years in order to give effect to inflationary trend so claim settler must be abreast to the latest liability limit under Montreal convention. 3. PIA claim settler is supposed to settle claim using his rationale and common judgment and based upon the complete damage/loss of baggage or partial damage/loss of baggage scenario. i. ii. Complete Damage or Loss If entire baggage of passenger is damaged or lost and he is demanding more than the liability limit under Montreal Convention and his demand can be verified than claim settler must settle claim at maximum liability. However, if in the same case, passenger is demanding less than maximum liability limit of PIA, than it would be wise to settle claim on actual demand instead of maximum liability. However, proper verification of claim is necessary. Partial Damage or Loss In case passengers is carrying 02 pieces of baggage and out of 02 pieces, 01 piece is damaged or lost and 01 piece is received in good condition 31