GO-02 · Baggage Acceptance & Handling

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Verify passenger allowance in PSS	Check-in Agent	Amadeus Altéa PSS	Passenger PNR, ticket class, frequent flyer tier	Baggage allowance entitlement confirmed; excess fee notification triggered	Allowance lookup time ≤10 sec; fee notification accuracy ≥99%	N	Y
1.2	Weigh and measure baggage at counter	Check-in Agent	SITA Common Use Terminal Equipment (CUTE) with integrated scale	Passenger-presented baggage	Weight and dimension record; excess baggage charge calculated	Average bag acceptance time ≤90 sec per bag; scale accuracy ±0.1 kg	Y	Y
1.3	Collect excess baggage fees	Check-in Agent	Amadeus Altéa PSS / payment terminal	Excess weight or piece determination from step 1.2	Fee collected and recorded in PNR; EMD (Electronic Miscellaneous Document) issued	Excess fee collection rate ≥98% of chargeable bags	N	Y
1.4	Print bag tag and transmit BSM	Check-in Agent	Amadeus Altéa PSS / SITA BagMessage	Confirmed weight, destination, passenger itinerary	IATA 10-digit barcode bag tag affixed; Baggage Source Message (BSM) transmitted to BHS and destination airport	BSM transmission accuracy ≥99.5%; BSM delivery to BHS ≤5 sec	N	N
Phase 2 2.1	Induct bag into automated EDS screening	Baggage Systems Operator	Smiths Detection CTX / L3 ProVision Explosive Detection System (EDS)	Tagged bag inducted onto inline conveyor belt with BSM	Bag inducted into screening lane; screening initiated	Screening throughput ≥1,200 bags/hr per lane; induction reject rate ≤0.5%	N	N
2.2	Evaluate automated threat detection result	TSA Screening Officer	Smiths Detection EDS console / L3 Technologies automated threat recognition (ATR)	CT scan image and ATR algorithm output	Clear or Suspect determination; bag status updated in screening system	Automated clear rate ≥85%; false-positive rate ≤12%	Y	Y
2.3	Conduct manual bag search and resolve status	TSA Screening Officer	TSA PARIS (Passenger and Baggage Reconciliation) / SITA WorldTracer	Suspect bag flagged by ATR; passenger paged if required	Cleared, held, or offloaded determination; bag status updated; airline notified	Manual resolution time ≤15 min per bag; offload-to-notification time ≤5 min	N	Y
Phase 3 3.1	Sort bag to destination make-up area via BHS	Baggage Systems Operator	SITA BagManager / Airport BHS (Vanderlande BAGTRAX / Siemens automated sorter)	BSM data, flight departure time, make-up area assignment	Bag routed to correct make-up carousel or transfer belt	Sortation accuracy ≥99.7%; late bags to make-up ≤1% of total	Y	Y
3.2	Build ULD or loose-load baggage cart	Ramp Agent / Loader	SITA BagManager / Amadeus LoadPlanner	Sorted bags arriving at make-up area; ULD build plan from load controller	Loaded ULD or baggage cart with physical manifest; weight estimate recorded	ULD build completion ≥30 min before scheduled departure; weight estimate variance ≤2%	N	Y
3.3	Reconcile bag count against active PAX list	Ramp Supervisor	SITA BagManager / Amadeus Altéa Departure Control System (DCS)	Loaded ULD manifest; active (boarded + checked-in) passenger list	Bag count confirmed or discrepancy flagged for investigation	Pre-load reconciliation accuracy ≥99.5%; discrepancy resolution time ≤10 min	Y	Y
Phase 4 4.1	Transport ULDs and carts to aircraft	Ramp Agent / Tug Driver	SITA Airport Management System (AMS) / Ramp Resource Management	Departure time, gate assignment, confirmed ULD manifest	ULDs delivered to aircraft within loading window	Bags at aircraft ≥25 min before scheduled departure; tug utilisation ≥80%	N	Y
4.2	Load baggage into aircraft hold per W&B plan	Loader / Ramp Agent	Jeppesen LoadPlanner / Ultramain Weight & Balance System	ULD manifest, aircraft hold configuration, W&B loading sequence	Bags loaded per load plan; hold positions recorded; loading confirmation sent to load controller	Hold loading complete ≥15 min before departure (D-15); W&B CG within ±1% of plan	N	Y
4.3	Reconcile loaded bags and offload no-shows	Load Controller / Ramp Supervisor	SITA BagManager / Amadeus Altéa Departure Control System (DCS)	Final loaded bag count; departure passenger list (after boarding gate closes)	Load sheet signed off; no-fly bags identified and physically offloaded; NOTOC updated	100% reconciliation before door closure; unaccompanied bag offload ≤10 min from identification	Y	Y
Phase 5 5.1	Offload baggage from aircraft on arrival	Ramp Agent / Loader	SITA Airport Management System (AMS) / SITA BagManager	Aircraft block-in confirmation; hold manifest	All bags offloaded; scan event logged per IATA Resolution 753 4-point tracking requirement	First bag on belt ≤20 min from block-in (domestic); ≤25 min (international)	N	Y
5.2	Deliver bags to assigned baggage claim belt	Baggage Hall Operator	SITA BagManager / Airport BHS claim belt controller / FIDS	Offloaded bags; belt assignment from airport ops; flight arrival data	Bags on reclaim belt; passenger belt notification displayed on FIDS	Last bag on belt ≤35 min from block-in; on-time belt delivery rate ≥92%	Y	Y
5.3	Identify and file PIR for mishandled bags	Baggage Services Agent	SITA WorldTracer / Amadeus Altéa PSS	Unclaimed bags at belt; passenger self-report; gap in IATA Resolution 753 scan trail	Property Irregularity Report (PIR) filed in WorldTracer; passenger notified with file reference	PIR filing time ≤10 min from passenger report; mishandling rate ≤5 per 1,000 passengers (IATA industry target)	N	Y
5.4	Trace, recover and return mishandled baggage	Baggage Tracing Agent	SITA WorldTracer / baggage delivery partner (Deliver.com / BagsVIP)	PIR record; scan history; last-known location from BagManager	Bag located; delivery to passenger arranged; WorldTracer case closed	80% of mishandled bags returned within 24 hrs; permanently lost bag rate ≤0.5 per 1,000 passengers	Y	Y

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Process Attributes

Identification

Process IDGO-02

L1 DomainGround Operations & Airport Services

L2 ProcessBaggage Operations

L3 NameBaggage Acceptance & Handling

L4 Steps17 across 5 phases

Decision Gates7 (all with iteration loops)

Exceptions15 documented

Swim Lanes (Roles)

Check-in Agent

Baggage Systems Operator

TSA Screening Officer

Ramp Agent / Loader

Ramp Supervisor

Ramp Agent / Tug Driver

Loader / Ramp Agent

Load Controller / Ramp Supervisor

Baggage Hall Operator

Baggage Services Agent

Baggage Tracing Agent

Systems & Tools

Amadeus Altéa PSSSITA Common Use Terminal Equipment (CUTE) with integrated scaleAmadeus Altéa PSS / payment terminalAmadeus Altéa PSS / SITA BagMessageSmiths Detection CTX / L3 ProVision Explosive Detection System (EDS)Smiths Detection EDS console / L3 Technologies automated threat recognition (ATR)TSA PARIS (Passenger and Baggage Reconciliation) / SITA WorldTracerSITA BagManager / Airport BHS (Vanderlande BAGTRAX / Siemens automated sorter)SITA BagManager / Amadeus LoadPlannerSITA BagManager / Amadeus Altéa Departure Control System (DCS)SITA Airport Management System (AMS) / Ramp Resource ManagementJeppesen LoadPlanner / Ultramain Weight & Balance SystemSITA Airport Management System (AMS) / SITA BagManagerSITA BagManager / Airport BHS claim belt controller / FIDSSITA WorldTracer / Amadeus Altéa PSSSITA WorldTracer / baggage delivery partner (Deliver.com / BagsVIP)

Key Performance Indicators

Verify passenger allowance in PSSAllowance lookup time ≤10 sec; fee notification accuracy ≥99%

Weigh and measure baggage at counterAverage bag acceptance time ≤90 sec per bag; scale accuracy ±0.1 kg

Collect excess baggage feesExcess fee collection rate ≥98% of chargeable bags

Print bag tag and transmit BSMBSM transmission accuracy ≥99.5%; BSM delivery to BHS ≤5 sec

Induct bag into automated EDS screeningScreening throughput ≥1,200 bags/hr per lane; induction reject rate ≤0.5%

Evaluate automated threat detection resultAutomated clear rate ≥85%; false-positive rate ≤12%

Conduct manual bag search and resolve statusManual resolution time ≤15 min per bag; offload-to-notification time ≤5 min

Sort bag to destination make-up area via BHSSortation accuracy ≥99.7%; late bags to make-up ≤1% of total

Airline-Specific Risks & Pain Points

Altéa allowance rules do not sync in real-time with codeshare partner PSS, forcing manual overrides and creating revenue leakage on interline itineraries

Scale calibration drift at high-volume counters causes inconsistent weight readings; CUTE has no automated recalibration alert, so discrepancies are caught only during periodic QA audits

Agents waiving fees at discretion without supervisory approval triggers revenue leakage estimated at $30–50 per waived bag; Altéa has no mandatory approval workflow for fee waivers at Level 1 agent access

BSM transmission lag >30 sec to downstream stations causes missed sortation windows on tight connections; IATA Resolution 753 mandates scan tracking from this point but most carriers lack RFID at check-in, relying on barcode-only

Legacy inline EDS at secondary airports cannot handle post-pandemic capacity surge; single-lane configurations create 20–30 min queue backlogs during peak departures, directly causing departure delays

CT systems generate 10–15% false-positive rates for dense consumer items (lithium batteries, laptops), driving manual inspection queues that delay affected bags by 8–15 min and disrupt sortation sequence

Inputs / Outputs

Primary InputPassenger PNR, ticket class, frequent flyer tier

Primary OutputBag located; delivery to passenger arranged; WorldTracer case closed

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