ACC - Airline Customer Service Baggage Handling and Tracing Questions and Answers

Question 1

A passenger arrives at their destination, but their checked bag does not. After confirming the bag is not on the carousel, what is the FIRST and most critical document an airline customer service agent must create to initiate the tracing process?

Accepted Answer

A Property Irregularity Report (PIR)

Answer

The Property Irregularity Report (PIR) is the official and standardized document used by nearly all airlines worldwide to report and track mishandled baggage (delayed, lost, or damaged). Filing a PIR creates a unique case file in the global WorldTracer system, which is essential for locating the bag.

Question 2

A passenger's bag was delayed and is now being sent on the next available flight to their destination. What type of tag is affixed to the bag to ensure it is expedited and handled as unaccompanied baggage to be reunited with the passenger?

Accepted Answer

Rush Tag

Answer

A 'Rush' tag is specifically used for baggage that has been separated from its owner and needs to be forwarded to them on a subsequent flight. It signals to all handling agents that the bag is unaccompanied and must be expedited to its final destination to be reunited with the passenger.

Question 3

Which of the following is the primary global system used by airlines and ground handlers to trace and match mishandled baggage?

Accepted Answer

WorldTracer

Answer

WorldTracer is the leading global IT platform, developed by SITA in cooperation with IATA, for tracing lost and delayed baggage. It is used by over 500 airlines and ground handlers at more than 2,800 airports to report, track, and repatriate mishandled bags.

Question 4

According to the Montreal Convention, which governs most international flights, a bag that has not been located within how many days is typically declared officially lost?

Accepted Answer

21 days

Answer

Under the Montreal Convention, which applies to most international air travel, if a bag has not been found and returned within 21 days, it is officially classified as lost, and the passenger can then proceed with a claim for compensation.

Question 5

A passenger is filing a Property Irregularity Report (PIR) for a delayed bag. Which piece of information is MOST crucial for the initial automated search in the WorldTracer system?

Accepted Answer

The 10-digit baggage tag number

Answer

The 10-digit numeric code on the baggage tag is the unique identifier for the bag in the airline system. The WorldTracer system heavily relies on this tag number, along with routing information, to perform automated matches with 'on-hand' bags found at other airports.

ACC - Airline Customer Service Practice Test

ACC - Airline Customer Service Practice Test

ACC - Airline Customer Service Baggage Handling and Tracing Questions and Answers