Have you really broken their luggage?

Imagine the frustration of arriving at your destination, only to find your suitcase damaged—perhaps a broken handle or a cracked shell. Unfortunately, baggage damage is a common issue, exacerbated by the trend toward lightweight, less durable bags. 

There's however a darker side to this story: some passengers intentionally check in broken bags to claim compensation for the bag and purportedly lost items.

The Battle Against Fraudulent Claims

To combat this, airlines introduced the limited release tag, as specified in IATA Resolution 740. This tag allows check-in agents to record any visible damage to a bag at the time of check-in. 

However, this system, a relic of a bygone era, is no longer fit for purpose. The rise of self-bag drop systems means that agents might not inspect bags at all, and passengers are unlikely to self-declare existing damage. Additionally, a savvy passenger could easily remove the limited release tag before lodging a complaint with arrival services.

Enter Technology: A Modern Solution

The modern approach to recording baggage damage is electronic and far more effective.

During traditional check-ins, damage can be noted directly into the Departure Control System (DCS). But the real innovation lies in self-bag drop systems equipped with cameras. These systems can photograph every surface of a bag, which is difficult, but not impossible. This allows a comprehensive record of the bag to be made. 

Machine learning algorithms can then analyse these images to identify and document any pre-existing damage. Further AI smarts could identify the bag type and colour which would aid in identifying the bag should it be mishandled.

The Stakes Are High

Some might wonder, is baggage damage really such a big deal? The team at Security Label has investigated claims where counterfeit bags were swapped for genuine, high-end replacements, costing airlines dearly. 

Some airlines face six-figure monthly baggage claim costs in US dollars. This isn't just an annoyance—it's a significant financial issue for the industry.

Fair Play for All

Not all claims are fraudulent, and sometimes the airlines are at fault. Airlines have been seen arguing that a broken handle or wheel doesn't impact a bag's functionality, which is absurd. 

Such damage makes it significantly harder for passengers to move their bags. When legitimate damage occurs, airlines must have clear policies for repair or replacement and the capacity to act swiftly.

The Path Forward

Addressing baggage damage effectively is a multifaceted challenge, but embracing technology and fair practices can lead to significant improvements. By leveraging electronic recording and machine learning, airlines can reduce fraudulent claims and ensure fair treatment for all passengers. 

Moreover, by adopting these modern solutions, airlines might save on expenses by ordering baggage stock without limited release printing, further optimizing their operations.

In the end, it's about finding the balance between preventing fraud and providing excellent customer service. With the right approach, we can turn this challenge into an opportunity to enhance the travel experience for everyone.