Talking about the Dependence and Support of Air Transport Carriers on Terminal Service

Civil Aviation Resource Network October 15, 2006 News: Around the 11th is the golden autumn festival in Beijing. A number of art festivals are held in Beijing. For a time, the artists have returned to China to perform. For air baggage transportation, this is an opportunity to verify the implementation of the baggage transportation rules. The two similar cases that have emerged in recent days just confirm the importance of Air China's basic baggage inquiry training.

Miss Chen returned to Beijing from Paris and delivered an instrument--hey, the baggage arrived in Beijing and found that the edge of the instrument was damaged. Miss Chen came to Air China Beijing Baggage Enquiry for treatment. When the staff asked her to show the baggage claim card and When checking the luggage tag hanging on the baggage, it is found that the passenger has signed the baggage claim card and checked in the “Vulnerable and Fragile Items” column of the baggage tag exemption. This indicates that the passenger has approved the shipment. Baggage, if damaged, will be exempt from the carrier’s liability for the loss. The passenger recalled the signing of the baggage handling procedure. Although he regretted it, he left the airport awkwardly. She will repair this embarrassment at her own expense.

Coincidentally, a few days later, a passenger from Hong Kong who came to Beijing reported damage to the two art drums and sent the damaged photos to the mailbox of the baggage inquiry by mail. The people who saw the photos were all moved. Because this is not an ordinary Chinese drum, two Chinese dragons are vividly carved on the edge of the drum. The color is extremely bright, but there is a crack in the middle, which gives a beautiful drum to a dark color. The passenger presents an ordinary baggage tag, which of course means that the baggage will be compensated for the baggage handling staff. Not to mention whether the drum can be repaired and used. It is said that the baggage transport rules have corresponding provisions for instruments such as musical instruments. First of all, the transportation of such items should not be counted in the passenger's free baggage allowance. Secondly, the “free baggage tag” should be hanged on the baggage. That is to say, the passenger will only be excused if he agrees that if the baggage has a transport accident. Under the premise of the carrier's liability for damages, the carrier can handle the baggage check for the passenger. Otherwise, the carrier has the right to refuse to bear the baggage claim.

The transportation of such baggage is obviously a passenger's choice. In this way, the baggage handling procedure for the baggage allows the baggage enquiry staff to bear the heavy burden of negotiating compensation with the passenger. This shows that the source of the baggage compensation is based on According to the analysis of the baggage accident, the first part of the baggage handling analysis shows that although the baggage has a transportation accident, it is caused by various reasons, but the baggage transportation error rate can be reduced by human control, and the carrier wants to reduce the baggage compensation. In order to reduce the operating costs and improve the quality of service, we should start from the source of baggage transportation and improve the level of baggage transportation through training on the baggage transportation business of the terminal.

The carrier and the terminal agent are interdependent and mutually reinforcing. At Air China's baggage training seminar in April, the baggage inquiring agent of the terminal told us that there was a complaint that the agent's baggage service was complained by the passenger and was dismissed by the superior. At first glance, I feel that the management of the airport leadership is strong, but under the circumstance, this approach is not bad. Any passenger complaints caused by baggage compensation are inevitable for anyone who has done baggage inquiries. I have also encountered complaints from passengers. A passenger's agent strongly urged me to tell her about the baggage inquiry procedure. I refused. So she asked for the phone of the superior leader directly, and almost at the same time sue. Fortunately, the leadership of the deep baggage inquiry work hard, the persuaded passengers, finally politely accepted my compensation advice, dispelled the idea of ​​prosecution, so that a possible lawsuit can be resolved.

While handling the passenger baggage complaints, I also bear the business support for the baggage inquiry work of the terminal, and evaluate the requirements of the terminal to provide passengers with higher baggage compensation. After the Air China baggage training seminar, complaints from passengers at various terminals gradually decreased, and the service requirements of the terminal for baggage, with the standardization of Air China baggage inquiries and compensation, are increasingly causing the understanding of the leaders of Air China's baggage inquiry business. And attention, the baggage inquiry work itself contains extremely high risks, and it is almost common for the company to smash the passengers.

In the above cases, the different results brought by the terminal to the different modes of baggage transportation of the instrument just indicate that the baggage transportation, inquiry and compensation work must rely on the terminal's understanding and support for the company's baggage work, and provide the terminal with the support and support. The business support and help in place will undoubtedly benefit the carrier. The development of the carrier will also benefit the terminal. After Air China baggage training and seminars, Shenzhen Airport, in order to better represent Air China's baggage service, with the support of the airport leaders, specially dispatched baggage inquiries to Beijing to continue in-depth communication with Air China baggage inquiries, and proposed 30 terminal stations. The baggage problem that arrives, the business discussion between the two sides, deepens the mutual understanding of the staff, and this complementary relationship is also needed to build a harmonious society. Therefore, strengthening the relationship between the carrier and the terminal and establishing a sense of trust with each other is the only way for the carrier's business development and the survival of the terminal.

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