ACC Baggage Handling and Claims Questions and Answers

Question 1

A passenger's bag arrives with significant damage to a wheel and the retractable handle. According to U.S. Department of Transportation (DOT) regulations and the Montreal Convention, which of the following best describes the airline's responsibility?

Accepted Answer

The airline must compensate the passenger for the damage, as components like wheels and handles are covered.

Answer

Both U.S. Department of Transportation (DOT) regulations for domestic travel and the Montreal Convention for international travel hold airlines liable for damage to checked baggage, including specific components like wheels, handles, and zippers. Airlines are prohibited from disclaiming liability for such damage and must compensate passengers for repairs or replacement.

Question 2

A passenger reports their bag as delayed upon arrival. The airline agent creates a file in a global, computerized baggage tracing system used by most airlines and airports worldwide. What is this system most commonly called?

Accepted Answer

WorldTracer

Answer

WorldTracer is a global baggage tracing and management system developed by SITA and IATA. It is used by over 500 airlines and 2,800 airports to track and repatriate mishandled baggage. When a bag is reported missing, an agent creates a file (AHL - Advise if Hold) in the system, which then attempts to match it with found bag reports (OHD - On Hand).

Question 3

Under the Montreal Convention, which governs liability for international flights, a checked bag that has not been delivered within a specific timeframe is considered officially lost, obligating the airline to begin the compensation process. What is this timeframe?

Accepted Answer

21 days

Answer

The Montreal Convention stipulates that if a checked bag has been delayed and is not returned to the passenger within 21 days of the arrival date, it is officially declared lost. At this point, the passenger is entitled to claim compensation up to the liability limit.

Question 4

A passenger is flying from Tokyo (NRT) to New York (JFK) with a connection in Los Angeles (LAX) on a single ticket involving two different airlines. According to IATA's 'Most Significant Carrier' (MSC) rule, which airline's baggage allowance and fees will typically apply?

Accepted Answer

The airline operating the first international flight across IATA Traffic Conference areas.

Answer

For international itineraries not touching the U.S. or Canada, the IATA 'Most Significant Carrier' (MSC) rule applies. The MSC is typically the first carrier that crosses from one IATA Traffic Conference Area to another (e.g., from Area 3/Asia to Area 1/North America). That carrier's rules apply for the entire journey segment. However, for itineraries to/from the USA, US DOT rules state the first marketing carrier on the ticket determines the policy for the whole itinerary. In this classic MSC scenario question, the first carrier crossing the major geographical area dictates the rules.

Question 5

When a passenger files a claim for delayed baggage on a domestic U.S. flight, what is the first and most critical document the airline agent should create at the airport?

Accepted Answer

A Property Irregularity Report (PIR).

Answer

The Property Irregularity Report (PIR) is the standard, essential document created when a passenger reports mishandled (delayed, damaged, or lost) baggage at the airport. This report contains all the details of the passenger, flight, and baggage, and it generates a unique reference number used to track the claim and the bag.

ACC - Airline Customer Service Practice Test

ACC - Airline Customer Service Practice Test

ACC Baggage Handling and Claims Questions and Answers