AIRLINE MODULE 3 PART 2

Passenger Satisfaction

A missing bag ruins the travel

Flight Operations

Baggage errors delay departures and disrupt schedules

Tourism Experience

Arriving in Cebu or Palawan without your bag affects the whole trip

Airline Costs

Mishandling is expensive — compensation tracing, delivery

Carry-On / Cabin Baggage

Taken into the aircraft cabin — subject to size, weight, and security restrictions.

Checked Baggage

Surrendered at check-in and transported in the aircraft's baggage hold, with a baggage tag issued for identification and routing

Free Baggage Allowance (FBA)

e.g., 20 kg total — check bags up to the limit at no extra charge

Excess Baggage

When baggage exceeds the allowed weight, pieces, or size, additional fees apply

Baggage Pooling

Combining allowances of co-travelling passengers — subject to airline rules, never assumed

Mobility Aids

Wheelchairs and

medical equipment with

advance notice

Musical Instruments

May need a separate seat or special packaging

Sports Equipment

Bicycles, surfboards, golf gear — extra fees may apply. Tourists to Boracay & Palawan take note!

Dangerous Items

Lithium batteries, flammables, and firearms: strict aviation safety restrictions apply

Baggage Tags: The Lifeline of Every Bag

Every checked bag is assigned a baggage tag — the key to tracking, routing, and recovery.

Delayed

Passenger arrives, but bag comes on a later flight

Lost

Bag cannot be located after tracing and all recovery efforts

Damaged

Broken wheels, cracked suitcase, torn luggage, damaged locks

Pilfered/stolen

Bag arrives but contents are missing

Misrouted

Bag sent to wrong destination

Barcode Tags

Every bag scanned at check-in and key transfer points

RFID Technology

Radio-frequency tracking for real-time location updates

IATA Res. 753

Promotes full-journey baggage visibility for multi-airline

Passenger Apps

Mobile baggage tracking and notification systems

Listen

Hear the passenger's full concern without interrupting

Acknowledge

Validate the inconvenience — empathy matters

Investigate

Gather facts, check systems, verify details

Explain

Clearly communicate next steps and timelines

Follow Up

Update the passenger until the

issue is fully resolved