Shall run World Tracer AHL Reports every hour and maintain and excel file
Shall perform matches with OHD (On Hand Bags)
On positive confirmation, coordinate with airports to ensure baggage is delivered to customer on priority.
In case of no positive match found, coordinate with destination airport (where AHL file was created) to get real time status of the bag.
Once the bag is out for delivery ensure airport creates BDO
Update WTW AHL file on close to real time basis.
Initiate compensation process on MHB portal once the baggage is declared lost.
Follow up with AOCS ISC/Finance till the compensation is approved.
Maintain excel file with complete logs of the case.
Maintain MIS on performance (KPIs)
AOCS Customer Notification Staff
Shall run World Tracer AHL Reports every two hours
Shall outreach the customer every 8 hours and keep him/her updated, basis the status and comments in AHL file.
Shall update the WTW AHL file after every call.
In case bag is declared lost and once the compensation amount is approved on MHB portal, coordinate with finance and customer to ensure compensation is paid out swiftly.
Shall perform service recovery by means of additional travel vouchers as and when required as per current empowerment matrix.
Keep the customer updated on the progress of the case till the time compensation is received.
