Mishandled Baggage Handling and Reconciliation
Mishandled and lost bags are a major reason for passenger dissatisfaction. Despite increased emphasis on self-service and the use of technology for baggage handling, millions of bags get mishandled every year, causing considerable inconvenience to the passenger and loss of revenue for the airline.
IGT manages centralized mishandled baggage helpdesks for some of the leading airlines globally. The helpdesk provides 24/7 multilingual support for resolving passenger queries around mishandled and lost baggage.
IGT provides comprehensive baggage helpdesk services for pre-travel and post-travel baggage related queries including primary and secondary tracing.
IGT Baggage Helpdesk expertise in providing baggage handlers with real-time information on baggage status which makes tracking easy and helps in increasing customer satisfaction. Following services are offered in this process:
Resolved over 5 million mishandled baggage queries
Proactively communicated to over 2.5 million passengers about delayed baggage reducing D-SAT for the airline
Achieved 70% effectiveness scores for baggage handling program for a leading US airline
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