Baggage Claim Manual 00 Passenger Handling Services Ed3_21012015.pdf · World Tracer System ... WTR World Tracer System LBC Lost Baggage Claim OHD On Hand Request ... 00 Passenger

Baggage Claim Manual Revision No: 00 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date: 13-09-12

Controlled Document - Do not Copy or Reproduce without Prior Permission


TABLE OF CONTENTS

1. 2.

3.

4.

5.

6.

GENERAL

1.1. AMENDMENTS

1.2.LIST OF EFFECTIVE PAGES

1.3. INTRODUCTION

1.4. ABBREVIATIONS

1.5. DEFINITIONS

BAGGAGE RELATED ARTICLES

LOST BAGGAGE CLAIM PROCEDURES

3.1. WI FOR RECORDING A REPORT FOR LOST BAGGAGE CLAIM

3.2. SOP FOR TRACING BAGGAGE THROUGH WTR

3.3. WI FOR DELIVERING FOUND BAGGAGE

3.4. WI FOR FORWARDING FOUND BAGGAGE

3.5. WI FOR HANDLING INTERLINE CLAIMS

3.6. SOP FOR SETTLEMENT OF INTERLINE CLAIMS

DAMAGE BAGGAGE CLAIM PROCEDURES

4.1 WI FOR RECORDING A REPORT FOR HANDLING DAMAGED BAGGAGE CLAIM

4.2. SOP FOR SETTLEMENT OF DAMAGED BAGGAGE CLAIM

PILFERED BAGGAGE CLAIM PROCEDURES

5.1 WI FOR RECORDING A REPORT FOR HANDLING PILFERED BAGGAGE CLAIM

5.2 SOP FOR SETTLEMENT OF PILFERED BAGGAGE CLAIM

INTERIM RELIEF/TRANSPORTATION EXPENSE

6.1 ELIGIBILITY FOR INTERIM RELIEF

0

1

3

5

6

7

9

12

12

13

14

15

16

17

18

18

20

21

21

22

24

24



7.

8.

9.

10.

11.

12.

13.

14.

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

25

26

27

28

29

30

31

33

34

15. RULES FOR BAGGAGE CLAIMS OF PILOTS 35

APPENDICES 37

1.

2.

SPECIMEN FORMS

(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

(ANNEXURE - X) DAMAGE OR PILFERAGE NOT REPORTED ON ARRIVAL (ANNEXURE - XI)

39

39

40

40

41

41 42 42 43 43

44

44

45

45 46 46 47 47 48

48

49

38

48

POOLED PASSENGERS CLEARED CUSTOMS BEFORE REGISTERED REPORT AND COURTESY PIR

RAISED 49



(ANNEXURE - XII) 50

SETTLEMENT OF PILFERAGE CLAIM BASED ON ASSESSED WEIGHT (ANNEXURE - XIII) SETTLEMENT OF PILFERAGE LOSS BASED ON WEIGHT LOSS (ANNEXURE - XIV) SETTLEMENT OF LOST BAGGAGE CLAIM BASED ON WEIGHT LOSS (ANNEXURE - XV) PAYMENT OF INTERIM RELIEF (ANNEXURE - XVI) COMBINED SETTLEMENT OF DAMAGE AND PILFERAGE CLAIM (ANNEXURE - XVII) SETTLEMENT OF BULKY HAND BAGGAGE CLAIM RETRIEVED AT GATE (ANNEXURE - XVIII)

50

51

51

52

52

53

53

54

54

55

55

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

56 57

57

58

58

59

59

60

60

61

61

62

62



1. General



1.1. AMENDMENTS

S.No

Page

No

Chapter/Section

Rev.

No

Revision

Date

By

Entered

0n

01 06-07 DEFINITIONS 01 27.03.14 DQC 28.3.14

02 25 Addition of domestic 01 16-01-15 DQC 21-1-15 Interim payment 03 35 Rules for Baggage 00 21-01-15 DQC 21-01-15 Claims of Pilots

Controlled Document - Do not Copy or reproduce without prior permission


2



1.2. List of Effective Pages

PAGE REV: # DATED PAGE REV: # DATED

CHAPTER #: 09 SOP FOR HANDLING CHAPTER #: 01 GENERAL BAGGAGE CLAIMS OF STAFF

0 00 13 Sep,2012 29 00 13 Sep,2012

CHAPTER #: 10 SOP FOR HANDLING

CHAPTER #: 01 AMENDMENTS BAGGAGE CLAIMS OF OPERATIONAL CREW

1 00 13 Sep,2012 30 00 13 Sep,2012

CHAPTER #: 11 SOP FOR HANDLING BAGGAGE CLAIMS REGISTERED WITH

CHAPTER #: 01 LIST OF EFFECTIVE PAGES OTHER AIRLINE

2-3 00 13 Sep,2012 31 00 13 Sep,2012

CHAPTER #: 01 INTRODUCTION CHAPTER #: 12 IMPORTANT NOTES

4 13 Sep,2012 32 00 13 Sep,2012

CHAPTER #: 01 ABBREVIATIONS CHAPTER #: 13 GUIDELINES

5 00 13 Sep,2012 33 00 13 Sep,2012

CHAPTER #: 01 DEFINATIONS APPENDICES

6

7

01

01

27 Mar,2014

27 Mar,2014

34 00

SPECIMEN FORMS

13 Sep,2012

CHAPTER #: 02 BAGGAGE RELATED

ARTICLES 35 00 13 Sep,2012

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10

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13 Sep,2012

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38

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13 Sep,2012

CHAPTER #: 03 LOST BAGGAGE CLAIM PROCEDURE 39 00 13 Sep,2012

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13 Sep,2012

SPECIMEN LETTERS FOR

CORRESPONDENCE WITH CUSTOMERS 16 17

00 00

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44 45

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13 Sep,2012 13 Sep,2012

CHAPTER #: 04 DAMAGED BAGGAGE

CLAIM PROCEDURE 46 00 13 Sep,2012

18 19

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13 Sep,2012

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13 Sep,2012

CHAPTER #: 05 PILFERAGED BAGGAGE

CLAIM PROCEDURE 50 00 13 Sep,2012

21 00 13 Sep,2012 51 00 13 Sep,2012

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Baggage Claim Manual Revision No: 00 Passenger Handling Services Document Ref. PHS/BCM/03 Revision Date: 13-09-12 22

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00

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13 Sep,2012

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13 Sep,2012

CHAPTER #: 06 INTERIM

RELIEF/TRANSPORTATION EXPENSE 54 00 13 Sep,2012 00 00

24 13 Sep,2012 55 13 Sep,2012 25 00 13 Sep,2012 56 00 13 Sep,2012

00 CHAPTER #: 07 SOP FOR SETTLEMENT OF

CLAIMS AT ONLINE STATIONS 57 13 Sep,2012

26 00 13 Sep,2012 58 00 13 Sep,2012

CHAPTER #: 08 SOP FOR SETTLEMENT OF

CLAIMS AT OFFLINE STATIONS

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00 00

13 Sep,2012 13

Sep,2012

4Controlled Document - Do not Copy or reproduce without prior permission


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.



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



1.5. 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.

3.1. 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.

3.2. 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



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.



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 5.2.1 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



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



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.



3. Lost Baggage Claim Procedures

3.1. WI for Recording a Report for Lost Baggage Claim

a) Purpose: 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.

4.

5.

6.

7.

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. 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.



e) Related Records: Baggage Inventory Form (Ref: Annexure - IV). Property Irregularity Report (Ref: Annexure - I).

3.2. 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 email 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)



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)



3.4. WI for Forwarding Found Baggage

a) Purpose: 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.

4.

5.

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 4.

6. Records would be correctly updated in this regard.

7.

8.

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.



g) Related Records:

Forwarding request form (Ref: Annexure - VIII) Baggage Transfer/ Forwarding Manifest (Ref: Annexure - IX) Baggage Register



3.5. WI for Handling Interline Claims

a) Purpose: 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



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.



f) Related Records:

Baggage Claim Form (Ref: Annexure - V)



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.



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.



f) Related Records:

Baggage Inventory Form (Ref: Annexure - IV) Damage Baggage Report (Ref: Annexure - II)



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.


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.




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:


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:


f) Related Records: Baggage Inventory Form (Ref: Annexure - IV). Damage Baggage Report (Ref: Annexure - II).



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:


d) Procedure:

1.

2.

The claim is to be settled as per our procedures at station level without referring to CSHO when our liability is less than US$800.00. 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 $ 100.00 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.



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:


f) Related Records: Damage Baggage Report (Ref: Annexure - II).



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.



6.2 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.

3.

4.

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.



f) Related Records:

Mishandled Baggage Cash Advance Form.

25


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.


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:



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



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).


IATA Baggage Handling Manual f) Related Records:

Damage Baggage Report (Ref: Annexure - II)



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.



f) Related Records:

Damage Baggage Report (Ref: Annexure - II).



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.



f) Related Records:



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



while the passenger claim for damage or loss of 01 piece goes beyond the

maximum liability limit than claim settler should use his

judgment/negotiation/bargaining to decide/finalize the case. In said case,

since PIA transported part of the baggage in good condition while only

part is lost or damage therefore, claim settler should not compensate the

passenger with the maximum liability under Montreal Convention.

However proper verification of claim is must requirement.

iii. Delay of Baggage:

In case of delay reasonable interim compensation would be given. Pax has

right to claim for loss if baggage is not delivered in 21 days from the date

baggage ought to have arrived.

4. Intercepted hand carry baggage would be considered as LRT for compensation

under Montreal convention.

5. In order to verify the claims, Passenger will be asked to provide receipt (or any

other related thing) of the valuables being claimed.


Montreal Convention 1999

f) Related Records:



13. Important Notes

All legal, suspected fraudulent and insurance claims will be handled by CSHO. After acknowledging the later with the concerned party, the complete file with comments and

recommendation is to be sent to CSHO. Claims for First and Business Class and Economy Class passengers of commercial importance, are to be treated cautiously and if needed, can be referred to CSHO with adequate

justification. CSHO cannot possibly enter into correspondence with claimants from all PIA stations

network-wide who dispute our liability. Therefore, Station Managers should effectively and

sympathetically deal with such claims. If an increase in compensation is warranted, the claim

can be referred to CSHO with sound justification. It is recommended that specimen letters provided by CSHO for all types of baggage claims

should be used as far as possible. No claims for lost baggage can be settled without secondary/final tracing being done by

CBTO and authority obtained from CSHO. It is the responsibility of the Station Managers at the concerned station to ensure that our

Ground Handling Agent follows these procedures and to bring to the attention of CBTO /CSHO any irregularity at their station. Claim from staff members traveling on a sublo or firm basis (not duty travel) should be

treated as a Commercial Passenger‟s Claim.



14. Guidelines

All baggage claims are settled on the basis of„Weight‟ and not on value and therefore, it is very important to record the checked in weight as shown on the ticket and the delivered

weight of all bags received when registering a baggage report. In case of damage/pilfered baggage claim, the weight of the damaged/pilfered bag should be recorded separately. No claims should be considered if not reported on arrival. In case of delayed delivery of

baggage, the airline should be notified regarding any subsequent damage or pilferage in

writing within 21 days from the date the baggage has been handed over to the passenger or

his representative. FTAR telex or files should not be sent to CBTO /CSHO if the BIF has not been submitted by

the passenger. This is because secondary/final tracing and settlement is based on the contents

in the missing baggage. Therefore, all efforts must be made by staff to obtain the BIF for

speedy recovery of baggage or claim settlement. After primary tracing by the respective

station, such pending files are to be retained at station level until the passenger makes contact. Claims for security items retrieved at the security check-in area are to be treated in

accordance with our procedures i.e. FTAR for online claims and the complete file in case of

interline claims, should be sent to CBTO. Each station is responsible to update the World Tracer file with all information relating to the

claim raised. Interline Claims for damage, pilferage, and delay and transportation expense settled at

CSHO).

34


15. Rules for Baggage Claims of pilots

As amended via Circular No. 2/2007 dated 09th January, 2007 and

updated in the light of un-cancelled previous circular and simplified for

PHS.

Loss of Baggage (Pilots)

A. The Corporation shall pay to a pilot for each even of loss of baggage a

blanket compensation of a sum of US$500/- or equivalent (for

international or domestic tour of duty for 72 hours or more, as the case

may be), however, for domestic tours of duty less than 72 hours, the

amount will be Pak Rupees 15,000/-.

Pilots may carry a maximum of following while operating a flight:-

*A Crew Bag ]

*A coat hangar or a hand bag/trolley bag. ] unchecked

of specified dimensions as for passengers ]

*Checked baggage entitlement of a club class passenger. ]

For compensation of any checked-in crew baggage, which is lost, the following

procedure will be applicable:-

1. International tour of duty or domestic for 72 hours or more.

a) In case baggage is not available on arrival then 1st interim will be US$75/-

.

b) In case baggage is not made available within 24 hour of arrival of crew

then 2nd interim of US$150/- will be paid.

c) In case baggage is not received/found at all, then final settlement will be

made at Head Office for remaining amount of US$275/-.

2. For domestic tour of duty less then 72 hours.

a) In case baggage is not available on arrival then 1st interim of PKR3000/-

will be paid.

b) In case baggage is not delivered to crew within 24 hours then 2nd interim

of PKR3000/- will be paid.

c) In case baggage is not traced at all then file will be sent to Head Office for

final settlement of remaining amount of PKR9000/-.

B. In case part of the checked-in baggage of pilot is lost, the compensation

will be on pro-rata basis, e.g. if three pieces were checked-in and one bag

is lost, the compensation will be one-third (1/3) of the total mentioned

above.

35


C. When a pilot is accompanied by his/her family member, and any

belonging to the family is lost, the claim for the lost baggage will be

settled as per normal pax baggage lost claim.

D. If any pilot checks-in any baggage through MCO and such baggage is

lost, the claim will be settled as per MCO rules, like lost baggage case for

a normal pax.

E. In the event that a pilot suitcase/baggage is damaged beyond repair while

in the custody of the Corporation and a written report is obtained from the

Duty Traffic Officer/Flight Operations Office, then the Corporation shall

replace such a suitcase/baggage after taking into custody the damaged

suitcases of the Pilot.

F. DAMAGE suitcases claims will continue to be settled at Station level as

before.

G. No claim for baggage without tags, irrespective whether the bag is in the

hold or in the cabin, will be admissible.

H. will not be recovered, except the amount paid on final settlement which

may be returned to the Corporation, if the baggage is subsequently

recovered and the Pilot finds the recovered baggage undamaged, and opts

to accept it.

I. If subsequent of payment, the baggage is retrieved the amount already

paid

Important note:

The previous circular No. MBS/CLM-STLMNT/COCK-PIT/CABIN-CREW/

GM/01 dated November 15, 2001 will remain effective for the settlement of

claim of Flight Engineers and Cabin Crew.

36

353535


APPENDICES

1. Specimen Forms

2. Specimen Letters for Correspondence with

Customers



1. Specimen Forms



(Annexure - I)

Property Irregularity Report (PIR)



(Annexure -II)

Damage Baggage Report



(Annexure - III)

Delivery Order



(Annexure - IV)

Baggage Inventory Form

Passenger's Title:

Passenger's Name:

Ticket Number:

PIR No:

Baggage Colour:

Baggage Brand:

Declared Contents:

Passenger's Signature

Date: ______________

_________

__________________________________

__________________________________

__________________________________

__________________________________

__________________________________

1. _______________________________

2. _______________________________

3. _______________________________

4. _______________________________

5. _______________________________

6. _______________________________

7. _______________________________

8. _______________________________

Bagg Supervisor's Signature

Date: ______________

Security Officer's Signature

Date: ______________



(Annexure - V)

Baggage Claim Form



(Annexure -VI)

Form of Release



(Annexure - VII)

Final Tracer and Authorization Request

45



(Annexure - VIII)

Forwarding Request Form



(Annexure - IX)

Baggage Transfer / Forwarding Manifest



2. Specimen Letters for Correspondence with

Customers

(Annexure - X)

Damage or Pilferage not Reported on Arrival



(Annexure - XI)

Pooled Passengers Cleared customs Before Registered Report and Courtesy PIR

Raised



(Annexure - XII)

Settlement of Pilferage Claim Based on Assessed Weight



(Annexure - XIII)

Settlement of pilferage Loss Based on Weight Loss



(Annexure - XIV)

Settlement of lost Baggage Claim Based on Weight Loss



(Annexure - XV)

Payment of Interim Relief



(Annexure - XVI)

Combined Settlement of Damage and Pilferage Claim



(Annexure - XVII)

Settlement of Bulky Hand Baggage Claim Retrieved at Gate



(Annexure - XVIII)

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

60



(Annexure - XXIII)

Claims registered as Baggage contains Valuables



(Annexure - XXIV)

Settlement of Lost Baggage Claims Based on Average Weight


