Baggage Claim Services

Airlines often look to work with partners to help them in various services and baggage claim service is one of the key areas that they want help with. An airline’s outsourcing partner needs to understand the airline’s business and the needs of its clients. The outsourcing firm also needs to make high level of customer service their top priority. Airlines want outsourcing companies that are known for their service and the ability to work seamlessly with customers.

Baggage claim is an area of concern in the travel industry, the way complaints are handled can significantly impact an airline’s reputation and repeat business or customer loyalty. By getting a firm / organization which specializes in this area to manage the process an airline can have better results in this problematic area. The quality focus, the IT infrastructure, the rigorous process, and the skilled resources pertain to the best practices according to international standards. The back office outsourcing, from leading BPOs, provides the best services to the reputed airlines and the travel industry.

The Baggage Claim Services of an outsourcing company can include many areas such as taking care of communication with the customer regarding mishandled baggage and related areas. Preferable services would require a 24/7 operation with staff that serves and helps the dis-serviced customers.

The outsourcing company’s job in the baggage claims area is primarily to win back the customers’ faith in the airlines so that the business relationship is carried forward. This is in line with providing services related to the contact centre that is concerned with the monitoring of performance; making of outbound & inbound calls; and helping in resolving customer issues and queries. Reporting to the airline is also needed for management of customer satisfaction and dispute resolution.

Learn more about IGT's Back Office Outsourcing.

The processes in baggage claim services, done through an outsourcing company, can involve the following areas:

Delayed Baggage

Customers who are traveling and have baggage delays can be upset and concerned. The customers need to be helped by staff that can assist the customer to file reports. Coordination is made between the delivery service and the airport to ensure the delivery of the proper baggage. By handling these requests, in an organized manner, the customer can feel more at ease that their problem is being addressed.

Damaged Baggage

In cases of damaged baggage, information regarding procedures and policies are to be provided to the affected customers. Having the ability to call at any hour of any day is critical and clients need a live person to answer their calls. Customers are provided with information regarding the policies & procedures along with the required assistance to rectify their problems in a timely manner by the outsourcing firm.

Pilfered Baggage

For pilfered baggage the information and policies regarding this type of baggage is provided to the customer. Affected customers are assisted until they are satisfied.

Lost Baggage

Often customers have to file reports for articles lost. The staff of the outsourcing company assists by filing reports for these lost articles and dealing with customer concerns. High levels of customer service and empathy are required to keep customers happy when difficulties arise.

One of the most important aspects of an outsourcing company is quality control and reporting. The airline needs to know what the call volumes are and what types of problems most often occur. A good outsourcing firm needs quality control and extensive reporting to show the airlines how they are helping with their business. This reporting can do more than just show the clients the call volume. It also shows whether the outsourcing firm is meeting the service level agreements. It can also help the clients identify problem areas in their operation and the outsourcing company can help the client improve their processes through this reporting. Airlines using six sigma quality initiatives find this information extremely helpful.

Apart from all these services, a good outsourcing firm also recruits the best people and conducts continuous training sessions for the personnel involved in the client engagement for customer service excellence in baggage claim services.