Baggage Services
"Good News... We found your Baggage" is the slogan used choice for the Customers being called. The "good news" is given to anxious customers on the other end of the phone who have lost baggage on a flight.
The Baggage Service Call Center is responsible for handling external customer inquiries regarding mishandled baggage. This process is scheduled to be staffed 24 hours per day 7 days per week. Customer Service Representatives are responsible for assisting dis-serviced customers with the resolution of their baggage mishandling, in order to restore the customer's confidence in the airline and customers will continue to fly their chosen airline.
The Customer Service Representatives handle external customer enquiries on mishandled baggage. This function is staffed 24 hours per day, 7 days a week. The calls originate from customers in their own markets. Specific features of the baggage services desk process include usage of telecom, voice logging and a workforce management tool for staff scheduling, forecasting needs.
The Baggage Desk team receives rigorous training and certification process through domain, voice and process training. The floor is supported by both customer and our internal trainers, floor support and a designated core team in a controlled environment.