GO-03 · Lost & Found / Baggage Tracing

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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	Capture Property Irregularity Report at arrival hall	Baggage Service Agent	SITA WorldTracer	Passenger complaint at baggage claim; flight arrival manifest	PIR reference number; AHL (mishandled bag) file opened in WorldTracer	PIR captured within 20 min of carousel clearance ≥98%	N	N
1.2	Verify PNR and bag tag details in Altéa	Baggage Service Agent	Amadeus Altéa PSS	Passenger boarding pass or booking reference; PIR form	Confirmed bag tag number(s), itinerary, and contact details linked to PIR	PNR match rate ≥99.5%; missing bag tag resolved via passenger description within 15 min	N	Y
1.3	Search local carousel, offload area, and left baggage	Ramp Supervisor	SITA BagManager	Bag tag number; flight load manifest from BRS	Physical search result; BagManager scan log confirming whether bag was offloaded locally	Local recovery rate ≥35% within 30 min of PIR opening	Y	N
1.4	Assess local scan log — bag present at station?	Baggage Service Agent	SITA BagManager	BRS sortation scan history for bag tag	Decision: bag located locally (return immediately) or escalate to WorldTracer trace	Same-day resolution for locally present bags ≥95%	Y	N
Phase 2 2.1	Create AHL/OHD/DPR tracing message in WorldTracer	Baggage Tracing Agent	SITA WorldTracer	PIR reference; confirmed bag tag, description, and itinerary	WorldTracer AHL file broadcast to all stations on itinerary; OHD files requested from origin and transit stations	AHL file created within 2 hrs of PIR ≥99%; OHD response from partner stations ≤4 hrs	N	Y
2.2	Query BRS scan history for last known bag location	Baggage Tracing Agent	SITA BagJourney	Bag tag number; WorldTracer AHL reference	Chronological scan event log identifying last confirmed airport and handler	Last-scan data available within 5 min for ≥95% of bags with electronic tags	N	N
2.3	Evaluate WorldTracer match within 24-hour window	Baggage Tracing Supervisor	SITA WorldTracer	AHL file; incoming OHD and FWD messages; BagJourney scan log	Match confirmed or escalation to manual canvass; WorldTracer case status updated	First match rate within 24 hrs ≥72% (IATA Resolution 743 target); escalation triggered <28%	Y	N
Phase 3 3.1	Send FWD message to station holding located bag	Baggage Tracing Agent	SITA WorldTracer	Confirmed bag location from WorldTracer OHD/match; passenger delivery address	FWD telex dispatched; holding station instructed to ship bag on next available service	FWD message sent within 30 min of match confirmation ≥98%	N	Y
3.2	Confirm bag shipped and track via BagJourney	Baggage Service Agent	SITA BagJourney	FWD message acknowledgment; airway bill or rush tag number	Real-time shipment tracking record; passenger notified of estimated arrival	Forward shipment confirmed (scan at origin) within 4 hrs of FWD message ≥90%	Y	N
3.3	Receive forwarded bag at destination and verify condition	Ramp Agent	SITA BagManager	Inbound bag with rush tag; WorldTracer FWD reference	Bag receipt confirmed in BagManager; condition noted; WorldTracer status updated to RFL (ready for delivery)	Bag condition documented at receipt ≥99%; damaged bags flagged for claims within 1 hr	N	Y
Phase 4 4.1	Contact passenger to confirm delivery preference	Baggage Service Agent	Amadeus Altéa PSS	Passenger contact details from PNR; bag RFL status in WorldTracer	Confirmed delivery address or airport pickup slot; passenger notified via SMS/email	Passenger contacted within 1 hr of RFL status ≥95%; delivery preference captured ≥98%	N	N
4.2	Schedule courier delivery via third-party delivery API	Baggage Service Agent	WorldTracer Delivery Manager (SITA)	Passenger delivery address; bag dimensions and weight; service SLA	Courier booking confirmation; tracking number shared with passenger	Courier dispatched within 2 hrs of passenger confirmation ≥92%; delivery within 24 hrs of dispatch ≥85%	Y	N
4.3	Confirm delivery and obtain proof of receipt	Baggage Service Agent	WorldTracer Delivery Manager (SITA)	Courier delivery confirmation or passenger airport pickup signature	Proof of delivery (POD) attached to WorldTracer file; file status updated to CLO (closed)	POD captured and attached to WorldTracer within 24 hrs of delivery ≥99%; WorldTracer file closed within 48 hrs of delivery	N	N
Phase 5 5.1	Assess interim expense claim under Montreal Convention	Baggage Claims Agent	SAP S/4HANA Finance (FI/CO)	Passenger expense receipts; days without bag; Montreal Convention Article 19 liability schedule	Approved interim expense amount (capped at 1,288 SDR); claim reference created in SAP	Interim claim assessed within 48 hrs of PIR ≥90%; average claim processing time ≤5 business days	Y	N
5.2	Process approved compensation payment via SAP Finance	Baggage Claims Supervisor	SAP S/4HANA Finance (FI/CO)	Approved claim amount; passenger bank/card details; SAP vendor master record	Payment processed; remittance advice sent to passenger; WorldTracer file updated with settlement amount	Payment executed within 7 business days of approval ≥95%; zero unapproved payments exceeding liability cap	N	Y
Phase 6 6.1	Transfer unmatched bag to lost baggage storage at day 5	Baggage Tracing Supervisor	SITA WorldTracer	WorldTracer AHL file with no match after 5-day active trace; physical bag in holding area	WorldTracer status changed to STO (storage); bag catalogued with photo in WorldTracer Found Bag module	100% of unmatched bags transferred to STO status by day 5; storage catalogue photo quality ≥95% usable	N	N
6.2	Conduct extended 21-day owner identification search	Baggage Tracing Agent	SITA WorldTracer	STO bag record; WorldTracer auto-match; passenger-initiated trace enquiries	Owner identified and reunited (return to step 3.1) or case escalated to unclaimed disposal	Overall bag reunification rate within 21 days ≥97% (IATA Baggage Report benchmark); unclaimed rate <3%	Y	N
6.3	Dispose of unclaimed bag per property regulation	Baggage Service Manager	SITA WorldTracer	Unclaimed STO bag at day 22+; local unclaimed property legislation requirements	Bag disposed (donated, auctioned, or destroyed) per local law; WorldTracer file closed with disposal notation	100% of disposed bags documented with disposal method and date; zero regulatory non-compliance events	N	N

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Process Attributes

Identification

Process IDGO-03

L1 DomainGround Operations & Airport Services

L2 ProcessBaggage Operations

L3 NameLost & Found / Baggage Tracing

L4 Steps18 across 6 phases

Decision Gates7 (all with iteration loops)

Exceptions5 documented

Swim Lanes (Roles)

Baggage Service Agent

Ramp Supervisor

Baggage Tracing Agent

Baggage Tracing Supervisor

Ramp Agent

Baggage Claims Agent

Baggage Claims Supervisor

Baggage Service Manager

Systems & Tools

SITA WorldTracerAmadeus Altéa PSSSITA BagManagerSITA BagJourneyWorldTracer Delivery Manager (SITA)SAP S/4HANA Finance (FI/CO)

Key Performance Indicators

Capture Property Irregularity Report at arrival hallPIR captured within 20 min of carousel clearance ≥98%

Verify PNR and bag tag details in AltéaPNR match rate ≥99.5%; missing bag tag resolved via passenger description within 15 min

Search local carousel, offload area, and left baggageLocal recovery rate ≥35% within 30 min of PIR opening

Assess local scan log — bag present at station?Same-day resolution for locally present bags ≥95%

Create AHL/OHD/DPR tracing message in WorldTracerAHL file created within 2 hrs of PIR ≥99%; OHD response from partner stations ≤4 hrs

Query BRS scan history for last known bag locationLast-scan data available within 5 min for ≥95% of bags with electronic tags

Evaluate WorldTracer match within 24-hour windowFirst match rate within 24 hrs ≥72% (IATA Resolution 743 target); escalation triggered <28%

Send FWD message to station holding located bagFWD message sent within 30 min of match confirmation ≥98%

Airline-Specific Risks & Pain Points

High passenger volumes at hub airports cause PIR queue backlogs; agents default to paper forms that delay WorldTracer entry by 2–4 hrs

Passengers without digital boarding passes cannot self-serve via kiosk; paper bag tags occasionally unreadable after sortation damage

BagManager scan coverage gaps at outstations mean bags offloaded to wrong belt go undetected until next carousel audit

BRS scan logs not always synchronised with WorldTracer in real time; 5–10 min latency causes duplicate PIRs

Interline itineraries with non-Altéa carriers require manual telex; SITA messaging delays to some outstations exceed 30 min

RFID read rates vary by airport — legacy barcode-only stations provide no scan after check-in, forcing inference from load messages

Inputs / Outputs

Primary InputPassenger complaint at baggage claim; flight arrival manifest

Primary OutputBag disposed (donated, auctioned, or destroyed) per local law; WorldTracer file closed with disposal notation

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