Headquarters Workflows for Tracing

Note:

Procedures vary by airline. The workflows below provides general guidance. Always follow airline procedures.

As an agent at Headquarters, you receive messages in the Headquarters Inbox. Manage this inbox in the way described for the Station Inbox.

Workflow — Check if Bag Has Been Found

Step Action See
1

Display a Delayed Bag File.

Check whether the bag is missing, whether a match has been selected, and if there is a Bag Delivery Order.

 Display File History
2

If the bag has been found and delivered to the passenger, close the file.

 Close Files

 

Workflow — Add Information to Assist a System Match

Step Action See
1 Register the handover to Headquarters in the file. Register Bags/Files Received at Headquarters
2

Check the history of the Delayed Bag File to investigate any system matches already received.

For example, for a tag match, check the On-Hand Bag File to see if an agent has already requested the bag.

If not, compare and review the match, and if the match is correct, request the bag.

Display File History

Request an On-Hand Bag

3

Contact the passenger to confirm that all the bag information in the Delayed Bag File is correct.

Ask for additional information, such as the brand, external identifiers (such as a ribbon), and three or four main contents, and enter these into the file.

 Contact Passengers
4

Update the Delayed Bag File and enter a summary of all activity related to the file in the Extra Information section of the More tab.

Example:

  • Interactions with the passenger

  • Manual tracing performed

  • No matches found

This information ensures that all agents working in this file have a full understanding of its progress.

  

 

Workflow — Perform Manual Tracing

Step Action See
1

Perform manual tracing.

  • Do a Search of On-Hand Bags at previous stations of the passenger's route.

    Use the Search parameters to look for the same type of bag, color, brand, for the relevant date range.

  • Search for tagless On-Hand Bags at the station which may match the missing bag.

    Note: Each airport uses a non-airline code to record tagless bags in WorldTracer.

Search For and Manage Files

2

If you find a matching On-Hand Bag using manual tracing, request the bag to be reflighted to the correct station.

Ask the station receiving the bag to check it is the correct bag (for example, by checking its contents), and to create the Baggage Delivery Order.

Request an On-Hand Bag

Contact Other WorldTracer Stations

3

If you can't find a matching bag, send a Baggage Inventory Claim Form (BICF) to the passenger to collect details and receipts for potential compensation (according to airline policy).

 Add Claims Information to Files
4

For a bag that cannot be located, initiate the compensation process according to airline policy.

Update the compensation in the Claim tab of the Delayed Bag File.

Note:

If your passengers uses WorldTracer Self Service, you can display the submitted Baggage Inventory Claim Form (BICF) using the Display Inventory and Claim Info option from the file's triple-dot menu.

  

 

Tip:

Even if an airline has compensated a passenger for a lost bag, and the file has not been closed, WorldTracer continues to look for matches until the end of the tracing period, so that the bag can still be reunited with its passenger if found.

More information

Work from the Headquarters or Agent Inbox