Passengers traveling by air must check-in their bags which cannot be carried in the cabin. This can be due to the size and contents of the bag.
Check-In baggage or Registered Baggage
Passenger Check-In bags are also called Registered Bags, registered in the name of the passenger, when handed over to the airline for the flight duration. The Check-In or Registered bags are the property of passengers and hence the airline will ensure proper handling of all passenger bags.
Mishandled Baggage (MHB)
Check-In bags may get damaged or go missing during baggage sorting and processing, manual handling, and loading/offloading or during connecting flights. Such bags are called Mishandled Baggage or MHB.
Baggage can get damaged due to various reasons:
- New or untrained staff
- Poor process and infrastructure
- Equipment and manpower shortage
- Poor and improper manual baggage handling
- Poor baggage transport and loading equipment
- Improper stacking of baggage in the aircraft cargo holds
- Urgency to meet airport arrival baggage delivery timelines
- Improper stacking of baggage in containers and baggage trolleys
Missing Bags
Check-In bags can go missing for the following reasons:
- Wrong loading
- Baggage exchange
- Wrong baggage tag
- Missing baggage tag
- New or untrained staff
- Late check-in by passenger
- Transfer baggage not received
- Equipment and manpower shortage
- Poor planning for baggage processing
- Baggage not loaded as restricted item in the bag
- Baggage not loaded due flight operational reasons
- Breakdown of Baggage processing system or equipment
Secure your bags
Passengers can take the following actions to reduce the possibility of missing and damaged baggage:
- Check-in early for the flight
- Do not over-stack or overload the bag
- Ensure enough time for your onward flight
- Put a baggage cover or wrapping before check-in
- Important and valuable items must be carried in handbag
- Before boarding a transit flight, check if your bags are loaded
- For international to domestic flight (I to D), clear customs and load bags
Mishandled Baggage Action Taken
When a passenger’s check-in or registered baggage is mishandled, the airline generates a PIR (Property Irregularity Report) mentioning the type of mishandling along with baggage details. The passenger will be given a copy for his records and follow-up.
Damaged Baggage Process
For a damaged baggage, excluding minor scratches, the airline will repair or replace the baggage depending on the extent of damage. If the contents of the baggage are damaged, the airline must compensate the passenger for the same.
Missing Baggage Process
When a passenger does not receive his checked-in or registered baggage on flight arrival, then the baggage is called missing baggage. A PIR is generated for the same and given to the passenger. In such cases, an interim cash compensation is given to the passenger pending delivery of the missing baggage.
Lost Baggage Process
If the missing baggage is not traced after a certain time, (may be a week, a fortnight, or a month) the missing baggage will be declared lost. Lost baggage compensation will be given to passenger as full and final settlement.
There are clear international and country-wise mishandled baggage policies which airlines follow. Damaged and missing baggage actions and compensation are based on these policies.
And to end this blog
Damaged or missing baggage is stressful. Airlines must be sympathetic and assist the passenger to overcome the hassles due to mishandled baggage. Airlines must make all efforts to resolve the issue and provide regular updates to the passenger. The airline staff must always be contactable until the matter is resolved.