Track Your Bag. Introduction. Objectives. March 15, 2013

Transcription

1 March 15, 2013 Inside This Issue Introduction... 1 Objectives... 1 Accessing the Application... 2 Baggage Information... 4 Delayed Baggage... 5 Error Messages... 6 Customer Interaction... 7 Your Role... 8 Conclusion... 8 Introduction Beginning March 19, 2013, US Airways customers will have the benefit of a great new feature on usairways.com that allows them to track the status of their checked bags. This feature, called, allows customers to view the status of their bags on computers, smartphones or tablets. As employees, we can use too. Objectives After reading this document, you will be able to: Describe the information a customer can obtain from Explain to customers possible reasons they may receive an error message when using Describe your role in the success of Created by US Airways Learning and Development 1

2 Accessing the Application is accessed through and is simple to use. A customer can look up his or her checked bags using: The PNR confirmation number, or Bag tag numbers The customer must also enter his or her last name exactly as it appears in the reservation. The Search by field defaults to confirmation code but can be changed to bag tag number. The customer can get the confirmation number from a bag claim check or boarding pass. Entering the confirmation number is more efficient if the customer wants to retrieve the records for all bag tags associated with the reservation. When the customer enters a bag tag number, only the scan data for that bag is retrieved. Created by US Airways Learning and Development 2

3 Once the customer has entered the confirmation number or bag tag number, he or she clicks Continue. The customer sees the results page, showing the customer name, the confirmation code and the bag tag number(s). Created by US Airways Learning and Development 3

4 Baggage Information Objective: Describe the information a customer can obtain from When the customer clicks on a bag tag number on the results page, the recorded scan history for that bag is displayed. The most recent event is displayed first Only US Airways scan data is available; you can t see data from other airlines The scan data is shown in local airport time The following types of scan data are displayed. Load Unload Forward OHD (on hand bag file) Check-in time Delayed baggage file Damaged baggage file Pilferage baggage file A bag is scanned onto the aircraft A bag is scanned off the aircraft A rerouted bag The bag is at the BSO The time the customer first checks the bag in Created in the BSO by the customer Created in the BSO by the customer Created in the BSO by the customer Created by US Airways Learning and Development 4

5 Delayed Baggage If a bag doesn t show up at baggage claim, the customer can track scans that are entered for four days after the bag tag was originally issued. If a bag is delayed for more than four days, the customer must contact Central Baggage Resolution Office for updates on the delayed baggage file. The customer may see his or her bag being scanned in an unexpected city, but that is part of expediting the delivery. A disclaimer appears on the results screen, advising the customer: Baggage information may not be available at all airports If travel is on another airline, check with that airline for updates Check with Baggage Service if the bag is not at baggage claim Created by US Airways Learning and Development 5

6 Error Messages Error messages appear if the customer entered incorrect information or if there was a problem scanning the bag. Objective: Explain to customers possible reasons they may receive an error message Invalid Data We were unable to track a bag with the last name and bag tag or confirmation # you entered. Please double check your information and try again. No Scan Data Found We were unable to track this bag at the moment. Please try again later. Created by US Airways Learning and Development 6

7 Customer Interaction Here are some possible questions or comments you may hear from customers regarding and appropriate responses. I looked up my bag tag number online and it says it is unable to track my bag. Scan data may not be available at all airports or sometimes there are technical issues with the connectivity of the scanners. Please check the baggage claim area at your destination. If you are unable to locate it, please see our Baggage Service Office for further assistance. I entered my name and bag tag numbers and it says, We re unable to track your bag with the information you entered. Please check the last name and bag tag # or confirmation code and try again. Why? Everything must be exact. Ensure you enter your last name the way it appears on your boarding pass. Try the bag tag or confirmation number again to make sure you entered it correctly. I looked up my bag tag information online and it says that my bag is coming from PHL. I never went to PHL. Why is my bag in PHL? When irregularities occur, it may be necessary to reroute your bag through one of our hubs to reach your destination as soon as possible. It looks like my bag was loaded in my departing city but was never loaded in my connection city. Is it on the flight? Scanning may not be available in all locations. Please check the baggage claim area at your destination. If you are unable to locate it, please see our Baggage Service Office for further assistance. I want to track my bag but I don t have my bag tags. Where can I get this information? You can use your confirmation number from your reservation. It is located on your receipt or boarding pass. Created by US Airways Learning and Development 7

8 Your Role Objective: Describe your role in the success of Track Your Bag The success of Track My Bag depends on the entire US Airways team working together. All customer-facing employees have a role to play in this success. Airport Customer Service Agents Be prepared to answer customer questions. If you check a bag at the gate, make sure you enter the bag tag number into the PNR; otherwise the customer will not be able to retrieve any scan data for that bag. Flight Attendants Customers will ask flight attendants questions, especially during boarding and deplaning or on flights with Wi-Fi. Fleet Service Fleet Service is responsible for scanning the bags, which is the key to the success of the application. Reservations Reservations has more information available in NetTracer than the customer can get by checking Track My Bag. They will answer customer questions and provide additional information. Conclusion Thank you for taking the time to learn more about Track My Bag. We anticipate that customers will appreciate being able to see the status of their checked bags. It will give them peace of mind to see that their bags are onboard the aircraft. As always, the employees of US Airways will do a great job promoting this terrific new tool and will help customers learn to use it. Created by US Airways Learning and Development 8