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Damaged Record
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Table of Contents
iii
Objectives
EPR
Duty code:
Keyword:
UAT
Keyword:
Preparation
Reference
If your airline does not use Damaged Baggage Authorization forms, please continue to the section in
this module concerning Creation of a Damaged Bag Record, on page 4.
If your carrier uses Damaged Baggage Authorization forms, continue with the following:
Note:
A hardcopy printer must be designated in order to print forms. Refer to the Agent Interface
Reservations Printer Functions modules for printer designation steps.
Damage BagAuthorization
English
Spanish
German
Portuguese
French
Italian
Select <OK>
The Damage Bag Authorization option prints a system generated Damaged Bag Authorization form.
See the following example:
KFX2MWNURWWF
******************
PHONE NUMBER
******************
[CREATION CITY]
*****************
ISSUED [DATE]
The original bag tag(s) - the original ticket receipt a copy is acceptable only for ticketless customers
Note: The above items must be returned within 30 days from the day the notice is issued, so that
Authorization Code
When creating the Damaged Baggage record, you need to make particular note of the encoded 12character Authorization Code, located in the bottom center of the form:
WE APOLOGIZE FOR ANY INCONVENIENCE THIS MAY CAUSE. IF YOU HAVE ANY QUESTIONS PLEASE CALL
OUR BAGGAGE SERVICE AT THE NUMBER PROVIDED.
KFX2MWNURWWF
******************
PHONE NUMBER
This Authorization Code can contain alpha characters, numbers or punctuation marks, and is an
encryption of:
The sequence number of the authorization codes printed at the local station
The encryption is done to promote correct charging of the damaged baggage authorization.
The Authorization Code will be entered into the Damaged Baggage record if the passenger is to bring the
bag back for repairs or inspection.
Proceed through the Create Baggage Record and the Add Bag Tags pop-up windows, as described in
the Agent Interface: Baggage Overview and Record Creation module.
When the bag tag(s) are entered, the database is searched for any previously created baggage records that
have the same bag tag number. If a Record with a matching bag tag number is found, the Duplicate Bag
Tag pop-up window displays:
If a duplicate Lost or Pilfered Baggage Record is located, it is recommended to add the Damage
information to the existing record, rather than creating a new one.
Select <OK>
If Display Previously Created Record is selected, the Record currently being created is ignored and the
previously created Record is displayed on screen.
Use the Modify / Close label <Shift + F4> to add the Damage information to the existing record. (The
Modify options for Damaged Baggage Record components are discussed later in this module.)
If no records were located with the same bag tag numbers, the Duplicate Bag Tag pop-up window is not
displayed.
Continue following the same process as used to create a lost or on-hand baggage record, documenting the
passenger information and itinerary.
Once these are completed, the Record Options: Bag Description popup window is displayed:
Fill in the rest of the popup window in the same way as when creating a lost or on-hand record.
Select <OK>
The Record Options: Modify: Damage Description Line pop-up window displays:
The Damage Description Line is used to gather additional information applicable only to Damage
Records.
Good
New
Old
Minor
Major
Complete
Top
Side
Bottom
End
Handle
Lock
Hinge
Strap
Article
Scratch
Torn
Broken
Cut
Bent
Stained
Hole
Soiled
Scuffed
Missing
Article
You should verify if a fragile tag was placed on the bag at check-in and if a fragile-bag check claim
was issued.
o
Fragile Tag Used: Select if a fragile tag was used upon check-in
If More Areas of Damage is selected, after selecting <OK>, the Area of Damage popup window
displays:
Top
Side
Bottom
End
Handle
Lock
Hinge
Strap
Article
Select <OK>
The Baggage Description field from the Baggage Record is displayed on screen and the Add Check In
Information pop-up window displays:
Number of Bags Checked: enter the total number of bags checked by the passenger.
Number of Bags Received: enter the total number of bags received by the passenger.
Note:
Since this is a Damaged Baggage record, the Number of Bags Received can be equal to or less
than the Number of Bags Checked.
(Recall that when creating a Loss baggage record, the number of bags received must be less
than the number of bags checked
Last City Seen: enter the three-letter city or airport code where the passenger last saw their baggage
undamaged
Minutes Before Departure: enter the number of minutes before departure that the passenger had
checked their baggage
Customs
Departure Gate
Other Airline
Ticket Counter
Untagged
Select <OK>
The Baggage Record redisplays on screen and the Remarks pop-up window displays:
In the Remarks pop-up window, it is recommended to document all advice or instructions given to the
customer according to local policy.
Select <OK>
Continue through normal Baggage End Transaction processing. The End Transaction process will assign
a baggage record locator and place the record on file in the stations damage list.
If your airline uses Damage Bag Authorization forms, the Add Damage Bag Authorization pop-up
window displays.
Select Form not Issued if the user is not issuing the claim form because the
passenger has opted not to have a settlement, or if the Authorization Code is not
available
Select Form Created if the passenger is bringing the bag back for repair along with
the Damage Bag Authorization form issued with the original Damaged Bag claim
Enter the 12-character Authorization Code, obtained from the printout of the Damaged Baggage
Authorization Form - required if the Form Created option is selected.
Select <OK>
Select <OK>
The Display Reservation Fields: Baggage Record Options pop-up window displays:
The pop-up window permits up to five Baggage record components to be selected. Damaged Baggage
information displays in the following fields:
Description of Baggage
Damage Authorization
Description of Baggage
When the Description of Baggage option is selected from the Display Reservation Fields: Baggage
Record Options pop-up window, the baggage description from the baggage record displays on screen.
If there are Damaged baggage notations in the Baggage Description field, they display as shown in the
following example:
BAGGAGE DESCRIPTION
1 D PR24CPS NAUGAHYDE/SAMSON/DQS/SURINAME/5 INCH SCRAPE
CONTENTS BAG 1
NONE
DD1 NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
The portion of the fields that indicate Damage are described below.
D=
The
Damage
L,D =
D,P =
L,D,P =
The Baggage Description Remarks field, as well as the regular Baggage Record Remarks, may also
contain descriptions of the reported damage.
Only one Damage Description line may be attached to each Baggage Description line.
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
DD
The rest of the Damage Description line components may appear in initials or in entire words.
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
Appearance of bag:
N-
New
O-
Old
G-
Good
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
Extent of damage:
MI -
Minor
MA -
Major
CO -
Complete
AR -
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
Area of damage
T-
Top
L-
Lock
S-
Side
G-
Hinge
B-
Bottom
P-
Strap
E-
End
R-
Article
H-
Handle
Note: If More Area of Damage was indicated, the second damaged area displays after a comma
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
Type of damage:
S-
Scratch
H-
Hole
T-
Torn
D-
Soiled
B-
Broken
K-
Scuffed
C-
Cut
M-
Missing
N-
Bent
R-
Article
A-
Stained
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
Fragile claim:
N-
No
Y-
Yes
DD1
NEW/MAJOR/HANDLE,TOP/BENT/NO/NO
No
Y-
Yes
Damage Authorization
Recall that the Damage Authorization function is an airline option, please check internally to learn if
this is activated for your airline.
If activated for your carrier, when the Damage Authorization option is selected from the Display
Reservation Fields: Baggage Record Options pop-up window, the baggage authorization field from the
baggage record displays on screen.
*BZ
AUTHORIZATION
BWN WLK 02JAN04
2325
Recall that the Damage Authorization is encoded on the Damage Bag Authorization form. When entered
into the Damaged Baggage Record, the Authorization Code is decoded to:
The sequence number for this authorization, generated from the list of local station authorization
codes
Select <OK>
T
The Record Options: Modify popup window displays:
Certain options in the Modify Record pop-up window are specifically for adding, changing or deleting
Damage information in a baggage record.
When the Damage Description Line and Add options are selected from the Modify Record pop-up
window, the Modify Damage Description Line pop-up window displays.
Select:
Select <OK>
When the Damage Description Line and Change options are selected from the Modify Record pop-up
window, the Baggage Description field from the Baggage record displays in the work area and the
Modify Damage Description Line pop-up window displays:
*D
OPEN DAMAGE.
BAGGAGE DESCRIPTION
1 D GY23CXX METAL//
CONTENTS BAG 1
NONE
DD1 NEW/MAJOR/TOP,HINGE/BENT
DEN.DENKLW 1345/30MAY04 SVFSDR
Description Number: enter the Damage Description (DD) line number to be changed
Select <OK>
When the Damage Description Line and Delete options are selected from the Modify Record pop-up
window, the Baggage Description field from the Baggage record displays in the work area and the Delete
Line pop-up window displays:
*D
OPEN DAMAGE.
BAGGAGE DESCRIPTION
1 D GY23CXX METAL//
CONTENTS BAG 1
NONE
DD1 OLD/ARTICLE/ARTICLE/TORN/NO/NO
DEN.DENKLW 1350/30MAY04 SVFSDR
Line Number: enter the Damage Description (DD) line number to be deleted
Select <OK>
The indicated baggage damage line is deleted from the baggage record.
When the Damage Authorization and Add options are selected from the Modify Record pop-up
window, the Modify Damage Bag Authorization pop-up window displays:
The Damage Bag Authorization field may only be added during initial Baggage Record creation, this field
cannot be added to a retrieved baggage record.
Select Form not Issued if the user is not issuing the claim form because the
Authorization Code is not available
Select Form Created if the passenger is bringing the bag back for repair along with
the Damage Bag Authorization form issued with the original Damaged Bag claim
Enter the Authorization Code - required if the Form Created option is selected
Select <OK>
If the Form Created option was selected and the Authorization Code was entered, the entry and response
is similar to the following:
BZD/KFX2MWNURWWF
*
If the Form Not Issued option was selected, the entry and response is as follows:
BZD/NOT ISSUED
*
When the Damage Authorization and Change options are selected from the Modify Record pop-up
window, the Modify Damage Bag Authorization pop-up window displays
The Damage Bag Authorization field may only be changed during initial Baggage Record creation, this
field cannot be changed in a retrieved baggage record.
Select <OK>
When the Damage Authorization and Delete options are selected from the Modify Record pop-up
window, the Damaged Baggage Authorization field is deleted from the active Baggage Record. The entry
displays on screen:
BZD@
*
The Damage Bag Authorization field may only be deleted during initial Baggage Record creation, this
field cannot be deleted from a retrieved baggage record.
When the Add Damage to Loss option is selected from the Modify Record pop-up window, the Baggage
Description field is displayed in the work area, and the Modify Damage to Loss pop-up window
displays:
*D
OPEN TRACER.
BAGGAGE DESCRIPTION
1 L BN10PXX VINYL//
CONTENTS BAG 1
1 SHIRT
/LINEN NO COLLAR
2 SKIRT
/PLEATED A-LINE BLACK
2 L GY24CWX METAL//DS /SURINAME/YELLOW TASSEL ON HANDLE
CONTENTS BAG 2
1 COSMETICS
/ELIZABETH ARDEN POWDER AND LIP GLOSS
2 FOOTWEAR
/SANDALS
3 L RD82HSX CANVAS//
//COMPUTER BAG
CONTENTS BAG 3
1 COMPUTER
/TOSHIBA LAPTOP WITH CORDLESS MOUSE
Note:
Select <OK>
The indicated baggage description line is changed to reflect L,D (for lost and damage), and a Damage
Description line is added to the indicated baggage record:
DB2AL,D*
DD2/G/CO/R/R/N/N*
*D
OPEN TRACER.
BAGGAGE DESCRIPTION
1 L BN10PXX VINYL//
CONTENTS BAG 1
1 SHIRT
/LINEN NO COLLAR
2 SKIRT
/PLEATED A-LINE BLACK
2 L,D GY24CWX METAL//DS /SURINAME/
YELLOW TASSEL ON HANDLE
CONTENTS BAG 2
1 COSMETICS
/ELIZABETH ARDEN POWDER AND LIP GLOSS
2 FOOTWEAR
/SANDALS
DD2 GOOD/COMPLETE/ARTICLE/ARTICLE/NO/NO
CCS.CCSV7L 1032/12AUG04 SVEPWE-PNR