03 Bag Damaged Ia

Baggage : Create / Modify Damaged Record

Training curriculum for: Interact for SabreSonic® Res

Interact for SabreSonic® Check-in

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This documentation is the confidential and proprietary intellectual property of Sabre Airline Solutions. Any unauthorized use, reproduction, preparation of derivative works, performance or display of this document or software represented by this document, without the express written permission of Sabre Airline Solutions is strictly prohibited.

Sabre Airline Solutions, the Sabre Airline Solutions logo and products shown in italic are trademarks and/or service marks of an affiliate of Sabre Holdings Corporation. All other trademarks, service marks and trade names are the property of their respective owners.

Confidential and Proprietary Sabre Inc. iii October, 2008

Table of Contents

C r e a t e / M o d i f y A D a m a g e d B a g g a g e R e c o r d 1

Print Damage Bag Authorization Forms .......................................................................................... 1 Damage Bag Authorization form ...................................................................................... 2 Authorization Code .......................................................................................................... 3

Creating a Baggage Damage Record .............................................................................................. 4 Display of Damage Information in a Baggage Record ................................................................... 10

Description of Baggage .................................................................................................. 12 Damage Authorization.................................................................................................... 15

Modifying Damage Fields in a Baggage Record............................................................................ 16 Modify:Damage Description Line - Add .......................................................................... 17 Modify: Damage Description Line - Change................................................................... 18 Modify: Damage Description Line - Delete ..................................................................... 19 Modify: Damage Authorization - Add ............................................................................. 20 Modify: Damage Authorization– Change........................................................................ 21 Modify:Damage Bag Authorization- Delete .................................................................... 21 Modify: Add Damage to Loss ......................................................................................... 22

Create / Modify A Damaged Baggage Record Sabre Airline Solutions Training Documentation iv October 2008

Objectives and Requirements

Objectives By the end of the module, participants will be able to:

• Print a Damage Bag Authorization form (if applicable)

• Enter a damage description line into a damaged bag record

• Complete a damage bag record

• Read the damaged baggage information from a damaged bag record

• Modify the damage information in a damaged bag record

EPR Duty code: No specific duty codes required

Keyword: No specific keywords required

UAT Keyword: No specific keyword required

Preparation To prepare for teaching this module:

• Complete the module Baggage Overview and Record Creation

• Have actual damaged luggage available for visual assistance

Reference For additional information, refer to FOCUS

Sabre Airline Solutions Training Documentation Confidential and Proprietary Sabre Inc. October, 2008 1

Create / Modify A Damaged Baggage Record

Print Damage Bag Authorization Forms

As advised in the Baggage Overview and Record Creation module, the Print Forms label allows you to print automated forms for various forms, including a Damage Bag Authorization.

Damage Bag Authorizations, as well as Print Forms themselves, are elective options in the system. Please check internally to learn if Damage Bag Authorization forms are required by your airline for creation of a Damaged Baggage Record.

• If your airline does not use Damaged Baggage Authorization forms, please continue to the section in this module concerning Creation of a Damaged Bag Record, on page 4.

• If your carrier uses Damaged Baggage Authorization forms, continue with the following:

To access the Print Forms functions, select <Shift+F6>.

The Print Forms pop-up window displays:

Create / Modify A Damaged Baggage Record Sabre Airline Solutions Training Documentation 2 October 2008

Note: A hardcopy printer must be designated in order to print forms. Refer to the Agent Interface Reservations – Printer Functions modules for printer designation steps.

• Select Option from pull-down list:

o Damage BagAuthorization

• Select Language for the form to be printed in

o English

o Spanish

o German

o Portuguese

o French

o Italian

• Select <OK>

Damage Bag Authorization form

The Damage Bag Authorization option prints a system generated Damaged Bag Authorization form. See the following example:

CHECKED ARTICLE DAMAGE NOTICE ***************************************************************

[YOUR AIRLINE] PLEASE SUBMIT YOUR DAMAGED ARTICLES/S/, ALONG WITH THE FOLLOWING THIS NOTICE YOUR ORIGINAL BAGGAGE CLAIM CHECK/S/ THE ORIGINAL BAGGAGE TAG/S/ YOUR TICKET RECEIPT /NO COPY ACCEPTED/ /FOR TICKETLESS CUSTOMERS COPY IS ACCEPTABLE/ TO THE NEAREST [YOUR AIRLINE] BAGGAGE SERVICE OFFICE WITHIN 30 DAYS FROM THE DATE OF THIS NOTICE SO WE MAY INITIATE THE NECESSARY REPARIRS. IF YOU MUST HAVE THE DAMAGE REPAIRED LOCALLY, CONTACT OUR BAGGAGE SERVICE OFFICE AT THE NUMBER INDICATED BELOW FOR INFORMATION ON THE NEAREST [YOUR AIRLINE] AUTHORIZED REPAIR SHOP. PLEASE DO NOT DISPOSE OF THE DAMAGED PROPERTY UNTIL YOUR CLAIM IS FINALIZED. [YOUR AIRLINE] RESERVES THE RIGHT TO INSPECT/REINSPECT ALL DAMAGED ITEMS. WE APOLOGIZE FOR ANY INCONVENIENCE THIS MAY CAUSE. IF YOU HAVE ANY QUESTIONS PLEASE CALL OUR BAGGAGE SERVICE AT THE NUMBER PROVIDED.


KFX2MWNURWWF ****************** PHONE NUMBER ****************** ***************** [CREATION CITY] ISSUED [DATE]

To permit repairs/inspection/settlement of the item, the passenger is instructed to return:

• The damaged article

• The Damaged Baggage Authorization form

• The original baggage claim check(s)

• The original bag tag(s) - the original ticket receipt a copy is acceptable only for ticketless customers

Note: The above items must be returned within 30 days from the day the notice is issued, so that repairs can be done on the article.

Authorization Code

When creating the Damaged Baggage record, you need to make particular note of the encoded 12-character Authorization Code, located in the bottom center of the form: WE APOLOGIZE FOR ANY INCONVENIENCE THIS MAY CAUSE. IF YOU HAVE ANY QUESTIONS PLEASE CALL OUR BAGGAGE SERVICE AT THE NUMBER PROVIDED. KFX2MWNURWWF ****************** PHONE NUMBER

This Authorization Code can contain alpha characters, numbers or punctuation marks, and is an encryption of:

• The station code of the agent who printed the authorization

• The agent sine of the agent who printed the authorization

• The date the authorization was printed

• The sequence number of the authorization codes printed at the local station

The encryption is done to promote correct charging of the damaged baggage authorization.

The Authorization Code will be entered into the Damaged Baggage record if the passenger is to bring the bag back for repairs or inspection.


Creating a Baggage Damage Record

A record for a damaged bag is used to track the status of the bag’s repair, replacement, or the cost of a settlement.

The process of creating a Damaged baggage record is very similar to building a Lost baggage record. The user can select to build a damage record with or without an active PNR in the work area.

Access the Baggage tab to begin creating a damage record. Select the Create Record label <Shift+F1>

Proceed through the Create Baggage Record and the Add Bag Tags pop-up windows, as described in the Agent Interface: Baggage Overview and Record Creation module.

When the bag tag(s) are entered, the database is searched for any previously created baggage records that have the same bag tag number. If a Record with a matching bag tag number is found, the Duplicate Bag Tag pop-up window displays:

If a duplicate Lost or Pilfered Baggage Record is located, it is recommended to add the Damage information to the existing record, rather than creating a new one. • Select option: Display Previously Created Record

• Select <OK>

If Display Previously Created Record is selected, the Record currently being created is ignored and the previously created Record is displayed on screen.

Use the Modify / Close label <Shift + F4> to add the Damage information to the existing record. (The Modify options for Damaged Baggage Record components are discussed later in this module.)

If no records were located with the same bag tag numbers, the Duplicate Bag Tag pop-up window is not displayed.


Continue following the same process as used to create a lost or on-hand baggage record, documenting the passenger information and itinerary.

Once these are completed, the Record Options: Bag Description popup window is displayed:

• Select Record Type: from the pull-down list, select Damage

• Fill in the rest of the popup window in the same way as when creating a lost or on-hand record.

• Select <OK>

The Record Options: Modify: Damage Description Line pop-up window displays:


The Damage Description Line is used to gather additional information applicable only to Damage Records.

• Appearance of Bag: Select option from pull-down list

o Good

o New

o Old

• Extent of Damage: Select option from pull-down list

o Minor

o Major

o Complete

o Article - (The term “article” refers to damage to an article inside of a bag.)

• Area of Damage: Select option from pull-down list

o Top

o Side

o Bottom

o End

o Handle

o Lock

o Hinge

o Strap

o Article

Note: Scroll through the entire list before making a selection.

• Type of Damage: Select option from pull-down list

o Scratch

o Torn

o Broken

o Cut

o Bent


o Stained

o Hole

o Soiled

o Scuffed

o Missing

o Article

Note: Scroll through the entire list before making a selection.

• You should verify if a fragile tag was placed on the bag at check-in and if a fragile-bag check claim was issued.

o Fragile Claim: Select if a fragile claim was filed upon check-in

o Fragile Tag Used: Select if a fragile tag was used upon check-in

• More Areas of Damage: Select if more areas of damage need to be noted.

If More Areas of Damage is selected, after selecting <OK>, the Area of Damage popup window displays:

• Area of Damage: Select option from pull-down list

o Top

o Side

o Bottom

o End

o Handle

o Lock


o Hinge

o Strap

o Article

• Select <OK>

The Baggage Description field from the Baggage Record is displayed on screen and the Add Check In Information pop-up window displays:

• Number of Bags Checked: enter the total number of bags checked by the passenger.

• Number of Bags Received: enter the total number of bags received by the passenger.

Note: Since this is a Damaged Baggage record, the Number of Bags Received can be equal to or less than the Number of Bags Checked. (Recall that when creating a Loss baggage record, the number of bags received must be less than the number of bags checked

• Last City Seen: enter the three-letter city or airport code where the passenger last saw their baggage undamaged

• Minutes Before Departure: enter the number of minutes before departure that the passenger had checked their baggage

• Select Check-In Location: select from list –

o Customs

o Departure Gate

o Other Airline

o Skycap (includes curbside, check internally with your carrier)


o Ticket Counter

o Untagged

o Unknown (hotel, ship, etc.)

• Select <OK>

The Baggage Record redisplays on screen and the Remarks pop-up window displays:

In the Remarks pop-up window, it is recommended to document all advice or instructions given to the customer according to local policy.

• Select <OK>

Continue through normal Baggage End Transaction processing. The End Transaction process will assign a baggage record locator and place the record on file in the station’s damage list.

If your airline uses Damage Bag Authorization forms, the Add Damage Bag Authorization pop-up window displays.


• Select Option: Form Created Or Form not Issued

o Select Form not Issued if the user is not issuing the claim form because the passenger has opted not to have a settlement, or if the Authorization Code is not available

o Select Form Created if the passenger is bringing the bag back for repair along with the Damage Bag Authorization form issued with the original Damaged Bag claim

• Enter the 12-character Authorization Code, obtained from the printout of the Damaged Baggage Authorization Form - required if the Form Created option is selected.

• Select <OK>

The End Baggage Record popup window displays.

Continue through normal End Baggage Transaction processing. The End Transaction process will assign a record locator and place the record on file in the station’s damage list.

Display of Damage Information in a Baggage Record

The Damaged information impacts various fields in a baggage record. To display individual components of a baggage record, select the Display Reservation Functions. This option is accessible:

• From the Help Menu <ALT+F1>

• Via the Display Res (PNR) Functions hotkey <ALT+F12>

When selected, the Display Reservation Functions pop-up window displays:


• Select Option: Baggage Record Options

• Select <OK>

The Display Reservation Fields: Baggage Record Options pop-up window displays:

The pop-up window permits up to five Baggage record components to be selected. Damaged Baggage information displays in the following fields:

• Description of Baggage

• Damage Authorization

The Damage notification portion of each field is described below.


Description of Baggage

When the Description of Baggage option is selected from the Display Reservation Fields: Baggage Record Options pop-up window, the baggage description from the baggage record displays on screen.

If there are Damaged baggage notations in the Baggage Description field, they display as shown in the following example:

BAGGAGE DESCRIPTION 1 D PR24CPS NAUGAHYDE/SAMSON/DQS/SURINAME/5 INCH SCRAPE CONTENTS BAG 1 NONE DD1 NEW/MAJOR/HANDLE,TOP/BENT/NO/NO

The portion of the fields that indicate Damage are described below.

Record code type

1 D PR24CPS NAUGAHYDE/SAMSON/DQS/SURINAME/5 INCH SCRAPE

D = Damage

The D for Damage may appear alone or in combination with other codes:

L,D = Damage noted to a previously Lost bag

D,P = Damaged and Pilfered

L,D,P = Lost, Damaged and Pilfered

Baggage Description Remarks

1 D PR24CPS NAUGAHYDE/SAMSON/DQS/SURINAME/5 INCH SCRAPE

The Baggage Description Remarks field, as well as the regular Baggage Record Remarks, may also contain descriptions of the reported damage.

Damage Description Line

Only one Damage Description line may be attached to each Baggage Description line.

DD1 NEW/MAJOR/HANDLE,TOP/BENT/NO/NO

DD Primary action code for Damage Description

1 Bag Description line to which the Damage Description is attached


The rest of the Damage Description line components may appear in initials or in entire words.


Appearance of bag:

N - New

O - Old

G - Good


Extent of damage:

MI - Minor

MA - Major

CO - Complete

AR - Article (i.e., damage is to an article inside the bag)


Area of damage

T - Top L - Lock

S - Side G - Hinge

B - Bottom P - Strap

E - End R - Article

H - Handle

Note: If “More Area of Damage” was indicated, the second damaged area displays after a comma



Type of damage:

S - Scratch H - Hole

T - Torn D - Soiled

B - Broken K - Scuffed

C - Cut M - Missing

N - Bent R - Article

A - Stained


Fragile claim:

N - No

Y - Yes


Fragile tag used:

N - No

Y - Yes


Damage Authorization

Recall that the Damage Authorization function is an airline option, please check internally to learn if this is activated for your airline.

If activated for your carrier, when the Damage Authorization option is selected from the Display Reservation Fields: Baggage Record Options pop-up window, the baggage authorization field from the baggage record displays on screen.

*BZ« AUTHORIZATION BWN WLK 02JAN04 2325

Recall that the Damage Authorization is encoded on the Damage Bag Authorization form. When entered into the Damaged Baggage Record, the Authorization Code is decoded to:

• The station code of the agent who printed the authorization

• The agent sine of the agent who printed the authorization

• The date the authorzation was printed

• The sequence number for this authorization, generated from the list of local station authorization codes


Modifying Damage Fields in a Baggage Record

Modifications to most fields in a Damage Baggage record are performed in the same manner as other Baggage Records. • Select the Modify/Close functions label <Shift+F4>

The Record Options pop-up window displays.

• Select option: Modify Record

• Select <OK>

T

The Record Options: Modify popup window displays:

Certain options in the Modify Record pop-up window are specifically for adding, changing or deleting Damage information in a baggage record.


Modify:Damage Description Line - Add

When the Damage Description Line and Add options are selected from the Modify Record pop-up window, the Modify Damage Description Line pop-up window displays.

Select:

• Description Number: select line of bag description

• Appearance of Bag: select option from pull-down list

• Extent of Damage: select option from pull-down list

• Area of Damage: select option from pull-down list

• Type of Damage: select option from pull-down list

• Select if Fragile Claim was used

• Select if Fragile Tag Used

• Select if More Area of Damage needs to be indicated

o If More Area of Damage is selected, an additional pull-down list displays:

o More Area of Damage: select option from pull-down list


• Select <OK>

The baggage damage line is added to the baggage record.

Modify: Damage Description Line - Change

When the Damage Description Line and Change options are selected from the Modify Record pop-up window, the Baggage Description field from the Baggage record displays in the work area and the Modify Damage Description Line pop-up window displays:

*D OPEN DAMAGE. BAGGAGE DESCRIPTION 1 D GY23CXX METAL// CONTENTS BAG 1 NONE DD1 NEW/MAJOR/TOP,HINGE/BENT DEN.DENKLW 1345/30MAY04 SVFSDR

• Description Number: enter the Damage Description (DD) line number to be changed

• Fill in the remainder of the pop-up window as previously described

• Select <OK>

The baggage damage line is changed in the baggage record.


Modify: Damage Description Line - Delete

When the Damage Description Line and Delete options are selected from the Modify Record pop-up window, the Baggage Description field from the Baggage record displays in the work area and the Delete Line pop-up window displays:

*D OPEN DAMAGE. BAGGAGE DESCRIPTION 1 D GY23CXX METAL// CONTENTS BAG 1 NONE DD1 OLD/ARTICLE/ARTICLE/TORN/NO/NO DEN.DENKLW 1350/30MAY04 SVFSDR

• Line Number: enter the Damage Description (DD) line number to be deleted

• Select <OK>

The indicated baggage damage line is deleted from the baggage record.


Modify: Damage Authorization - Add

When the Damage Authorization and Add options are selected from the Modify Record pop-up window, the Modify Damage Bag Authorization pop-up window displays:

The Damage Bag Authorization field may only be added during initial Baggage Record creation, this field cannot be added to a retrieved baggage record. • Select Option: Form Created Or Form not Issued

o Select Form not Issued if the user is not issuing the claim form because the Authorization Code is not available

o Select Form Created if the passenger is bringing the bag back for repair along with the Damage Bag Authorization form issued with the original Damaged Bag claim

• Enter the Authorization Code - required if the Form Created option is selected

• Select <OK>

If the Form Created option was selected and the Authorization Code was entered, the entry and response is similar to the following:

BZD/KFX2MWNURWWF *

If the Form Not Issued option was selected, the entry and response is as follows:

BZD/NOT ISSUED *


Modify: Damage Authorization– Change

When the Damage Authorization and Change options are selected from the Modify Record pop-up window, the Modify Damage Bag Authorization pop-up window displays

The Damage Bag Authorization field may only be changed during initial Baggage Record creation, this field cannot be changed in a retrieved baggage record.

• Use in the same manner when adding a Damage Bag Authorization.

• Select <OK>

The requested transaction is performed.

Modify:Damage Bag Authorization- Delete

When the Damage Authorization and Delete options are selected from the Modify Record pop-up window, the Damaged Baggage Authorization field is deleted from the active Baggage Record. The entry displays on screen:

BZD@ *

The Damage Bag Authorization field may only be deleted during initial Baggage Record creation, this field cannot be deleted from a retrieved baggage record.


Modify: Add Damage to Loss

When the Add Damage to Loss option is selected from the Modify Record pop-up window, the Baggage Description field is displayed in the work area, and the Modify Damage to Loss pop-up window displays:

*D« OPEN TRACER. BAGGAGE DESCRIPTION 1 L BN10PXX VINYL// CONTENTS BAG 1 1 SHIRT /LINEN NO COLLAR 2 SKIRT /PLEATED A-LINE BLACK 2 L GY24CWX METAL//DS /SURINAME/YELLOW TASSEL ON HANDLE CONTENTS BAG 2 1 COSMETICS /ELIZABETH ARDEN POWDER AND LIP GLOSS 2 FOOTWEAR /SANDALS 3 L RD82HSX CANVAS// //COMPUTER BAG CONTENTS BAG 3 1 COMPUTER /TOSHIBA LAPTOP WITH CORDLESS MOUSE

Note: A Lost baggage record must be present in the work area.

• Enter: Line Number of the bag description which is to include Damage

• Appearance of Bag: select option from pull-down list

• Extent of Damage: select option from pull-down list


• Area of Damage: select option from pull-down list

• Type of Damage: select option from pull-down list

• Select if Fragile Claim was used

• Select if Fragile Tag Used

• Select if More Area of Damage needs to be indicated

o More Area of Damage: select option from pull-down list

• Select <OK>

The indicated baggage description line is changed to reflect L,D (for lost and damage), and a Damage Description line is added to the indicated baggage record:

DB2A¤L,D«* DD2/G/CO/R/R/N/N«* *D« OPEN TRACER. BAGGAGE DESCRIPTION 1 L BN10PXX VINYL// CONTENTS BAG 1 1 SHIRT /LINEN NO COLLAR 2 SKIRT /PLEATED A-LINE BLACK 2 L,D GY24CWX METAL//DS /SURINAME/ YELLOW TASSEL ON HANDLE CONTENTS BAG 2 1 COSMETICS /ELIZABETH ARDEN POWDER AND LIP GLOSS 2 FOOTWEAR /SANDALS DD2 GOOD/COMPLETE/ARTICLE/ARTICLE/NO/NO CCS.CCSV7L 1032/12AUG04 SVEPWE-PNR


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03 Bag Damaged Ia

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