Baggage Services Management

Manage all baggage service operations to deliver baggage to and from aircraft



Competency Area

Customer and Passenger Services


Execute baggage service operations

Query customers and passengers on any items to declare in their carry-on and/or checked baggage

Assist customers and passengers to operate bag-drop facilities

Ensure all baggage falls within Free Baggage Allowance (FBA) for specific airlines and classes

Inform customers and passengers of excess baggage charges and perform relevant transactions

Tag baggage based on Standard Operating Procedures (SOPs) and specifications

Operate conveyer belts for delivery of baggage

Assist customers and passengers with baggage claims and queries

Coordinate with relevant stakeholders and/or departments to retrieve lost baggage

Monitor overall baggage service operations

Supervise baggage services to ensure compliance with IATA passenger and baggage handling standards

Offer detailed explanations to customers for items which are prohibited on board the aircraft

Retrieve baggage information using global tracing and matching baggage systems such as the Societe Internationale de Telecommunications Aeronautiques (SITA) WorldTracer

Bring passengers through baggage security screening procedures

Manage operational activities associated with delivery of baggage and oversee related inquiries

Collaborate with airlines and other relevant stakeholders to develop overall baggage service delivery models

Resolve grievances regarding mishandled baggage

Implement systematic baggage service procedures during flight disruptions and irregular operations

Propose new baggage service technologies and/or systems to enhance baggage service delivery