Baggage Helpdesk

Mishandled Baggage Handling and Reconciliation

Mishandled and lost baggages 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 Offerings

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:

Baggage Helpdesk

IGT provides support to handle passenger queries around baggage policies and mishandled bags. In addition, the helpdesk proactively communicates with the customers and airport station teams to reduce repeat calls.

Tracing and Operations Support

Having expertise on WorldTracer, the global baggage tracing system that is used by more than 400 airlines worldwide, IGT provides tracing and operations support required to help re-unite the lost baggage with their owners.

Claims Management

IGT provides support for claims processing & validation, claim to baggage reconciliation and valuation & disbursement. IGT also helps with filing up paperwork on behalf of passengers and processing their claims according to the applicable liability limitations.

CRM Tools & Analytics

IGT provides Analytics services to provide insights to client on low performing sectors, delivery team analysis, airport vendor analysis etc.

Delivering Results

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

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.

Sales & Reservations

Loyalty Programs

Social Media Management

Debit Memo Research

Content Management

Baggage Helpdesk

Refunds & Claim Processing

Irregular Operations (IROPS)