WELCOME

Solving Today’s Baggage Issues and

Preparing for the Future

Cees de Vos, Director Innovation, Air France KLM

Peter Drummond, Senior Product Manager, Baggage Portfolio, SITA
Brian Stapleton, Director Airlines, HomingPin
Andrew Price, Head of Airport Operations, IATA
Andrew Toumazi, Project Manager, Baggage Delivery Passenger, IATA

2
IATA Baggage Services
Workshop

Solving Baggage issues today and

preparing for the future

3
© IATA 2014
Objectives of today’s workshop
1)InBag: Improving the passenger baggage experience, a deep dive into
Home printed and electronic baggage tag presented by

2)Mobile Solutions, keeping bags moving presented by

3)Aviation IT, reducing mishandling and improving

efficiency presented by

© IATA 2014
1) InBag: Improving the passenger
baggage experience, a deep dive into
Home printed and electronic baggage
tags

© IATA 2014
Passenger Baggage Processing
The Problem
While self-service check-in is massively offered to passengers by airlines,
baggage check-in remains a difficult process. Passengers having checked-
in via a self-service channel still have to stand in long queues only to drop
their bag

The Solution
Increasing significantly passengers through put at bag drop locations by
allowing passengers to print and apply their bag tags themselves and offer
a dedicated touch point for baggage acceptance only

© IATA 2014
Passenger Baggage Processing

Airports and Ground

Airlines Passengers
Handlers
No queues at airport
Lower operational costs Lower operational costs More control and better
Better pic management Maximize existing convenience
On time departure physical infrastructure More options
Maximize self-service Better pic management Flexibility and combination
value proposition Retail revenue growth of channels to complete
opportunity both passenger and
Reduction of congested baggage check-in
area minimizing security formality
threats

© IATA 2014
 Passenger Baggage tagging options
Self Service Kiosk Home Printed (new) Electronic tag (new)

© IATA 2014
A closer look

© IATA 2014
Advances in Self-Service
Printing at Home
A low-cost option that allows a passenger to arrive at the airport with
their bag ready tagged. Just drop and go

Electronic Tagging
An electronic baggage tag that the passenger can program using the
airline smart phone application – or the airline can control – that
uses an electronic display to show the baggage journey information

© IATA 2014
Home Printed Tags
 An A4 sheet containing all relevant information for the
passenger journey
 Inserted into a holder
 Active / Inactive for additional
security
 No changes to airport
infrastructure needed

© IATA 2014
Implementing Home Printed tags
 Important and latest information
 There are some important notes for the home printed tag for use in the European Union:
• You must ask the customs organization of the operation for permission
• You must use an EU green striped tag in addition to the home printed tag

 In addition, to aid customs officers

• Your holders should be matte rather than glossy
• Your tag body should be as close to the handle as possible

 Operating into Europe from non-EU countries

• There are no restrictions

 For the latest developments

 Please contact fasttravel@iata.org for the latest Resolution, Recommended Practice developments and templates
and the latest development.

© IATA 2014
What makes an electronic tag?

© IATA 2014
Electronic Baggage Tag- Concept

© IATA 2014
But it might look quite different

© IATA 2014
Integrated Electronic Baggage Tag

© IATA 2014
Implementing Electronic tags
Important and latest information
• A subgroup is running to define a standard
• Many of the IATA strategic partners offer solutions
• KLM and BA are already trialing an Electronic Bag tag and Qantas
have been using a form of Electronic bag tag for many years
• Alike with Home Printed you must check with the authorities before
implementing
• For a draft the proposed Resolution, please email fasttravel@iata.org

© IATA 2014
What’s new with these new self tagging methods?
No Bingo Reconciliation Stubs
• The 3 small barcode stubs cannot be included
• No more manual reconciliation, Scanning of bags must be introduced

No Baggage Claim Receipt Tag

• No more paper claim
• An electronic form needs to be introduced

© IATA 2014
The Electronic Baggage Claim Receip
 Resolution 752
• Introduces an electronic baggage claim receipt
• Effective June 2014

 Purpose
Replaces the claim portion of the baggage tag by an electronic version:
• E-Mail
• SMS
• Web site lookup
All can be used instead of the current baggage claim receipt

© IATA 2014
Electronic receipt example

© IATA 2014
More useful implementation documentation

Supporting Projects and Materials

Resolution 740 – Form of interline bag tag
Resolution 751 – 10 Digit License Plate
Resolution 752 – Electronic Baggage Receipt
RP1701f – Self-Service Baggage Process
Bags Ready to Go Implementation Guide

CUSS (Common Use Self-Service) BCBP (Bar Coded Boarding Pass)

RP1706c – CUSS Resolution 792 – BCBP
CUSS Implementation Guide BCBP Implementation Guide

© IATA 2014
All the latest Information can be found in the Baggage Book

• Online Publication
• Step by step review of the baggage chain processes
• Lessons learned from IATA Baggage Improvement Program
• The application of IATA baggage standards, resolutions and
Recommended practices
• A guide to all the different types of baggage messages
• A look to the future of baggage handling and how InBag is working with
the industry
• Contributions from the baggage industry subject matter experts
• Stay up-to-date and relevant with regular content updates

© IATA 2014
Special discount for IGHC available until 31st May 2014

• Visit iataonline.org/publications
• Enter code: IGHC2014BB for $30 discount
• IATA airlines are entitled to further 30% discount
and strategic partners a further 15%

© IATA 2014
For anything baggage, contact:

Baggage@iata.org

© IATA 2014
Solving Today’s Baggage Issues and
Preparing for the Future

Cees de Vos
Director Innovation, Air France KLM

25
 Solving Today’s Baggage Issues and
Preparing for the Future

Peter Drummond
Senior Product Manager, Baggage Portfolio, SITA

27
SITA
BAGGAGE SERVICES

IGHC
April 2014
End to end baggage process

2| SITA Baggage Services | Confidential | © SITA 2014

 2014 BAGGAGE
REPORT

3 | Presentation Title | Confidential | © SITA 2013

0
INTEGRATED BAGGAGE
MANAGEMENT

Continued improvements come from initiatives such as:

Airlines implementing Airports implementing an Data driven integrated

baggage management
systems including DCS,
airport handling and
reconciliation systems in
multiple locations
increasing number of baggage management
integrated baggage solutions
tracking, management,  Direct, track and trace
passenger baggage
reconciliation, and
 From check-in to final
distribution systems
delivery at destination

3 | SITA Baggage Services | Confidential | © SITA 2014

1
2014 Breakdown
• Majority of bags are returned
• Reason for loss is still due to Transfers

3 | SITA Baggage Services | Confidential | © SITA 2014

2
Improving operational
performance
 Our studies

IST • Transfer Bags

• 15-20 mishandled bags per 1000 pax
2012 • ~60% improvement in performance possible

LHR • Transfer bags

• 48 mishandled bags per 1000 pax
2013 • ~60% improvement in performance possible

BSM • DEL BSM = mishandling rate = x 6.7

• No-BSM = mishandling rate = x 2.5
issues
34 | SITA Baggage Services | Confidential | © SITA 2014
 TRANSFER BAG MESSAGING ISSUES
Transfer bags without a BSM (Baggage Source
Message) can be a major problem, causing:
• Manual bag encoding
• Bags missing connections
• Bags at ‘dump chutes’
• Increase in mishandling rates (2.5 times)

Up to 10% of transfer bags may arrive at a baggage

handling systems without a transfer BSM
• Baggage sortation system cannot direct the bags
• Manual handling process is necessary
• Bags may be delayed from reaching make-up area

35 | SITA Baggage Services | Confidential | © SITA 2014

 IMPORTANCE OF
MESSAGES.

• Ensuring bags fly

with passengers.

• Mishandled Bag

36 | SITA Baggage Services | Confidential | © SITA 2014

 3) BSM L
BSM T
Pseudo BagConnect
BSM X
Pseudo




Using message 
distribution to resolve
industry problems.
37 | SITA Baggage Services | Confidential | © SITA 2014
BAGGAGE
RECOVERY
Improvements
Baggage Recovery... WorldTracer
2200+
420 airlines
AIRPORTS
and ground globally
handlers

39 | SITA Baggage Services | Confidential | © SITA 2014

Mobilised baggage recovery with MH
Bag • SITA is working with MAS to
iteratively develop and deploy a
baggage application as a proof of
concept
• The app allows Malaysia Air
ground handlers at KLIA to better
assist travelers with lost/delayed
baggage
• Trial started Sep10 and will last 6
months
• 6 agents with iPad tablets and 6
Zebra iMZ320 printers
• About 30 - 50 WTR reports daily

40 | SITA Baggage Services | Confidential | © SITA 2014

43 |4 SITA
SITA Lab & Worldtracer
Baggage Services | |Confidential
Confidential| |© SITA
© SITA 2013
2013
3
 Benefits to Ground Handlers

Reduce Less need Connect

for airport over the
Costs real estate internet

Improve Process
Faster
Passenger processing
customer
experience anywhere

Improve Reduce
Zero
staff data entry
training
efficiency errors

55 | SITA Baggage Services | Confidential | © SITA 2014

MH -Processing time cut in half

3G Internet connectivity to WorldTracer

56 | SITA Baggage Services | Confidential | © SITA 2014
 Unique Identification Service
 UIS Tag is entered into WorldTracer On-Hand ID field
 Each ID is unique to UIS company
 SITA sends email to UIS company

WORLDTRAC
ER
OHD ID EMAIL
UIS
Global
Database
Company
TRACIN
G

 Now on Advise if Hold report to assist matching.

57 | SITA Baggage Services | Confidential | © SITA 2014

 Benefits to Industry

Quicker Better matching If Tag is lost

Repatriation

Improve Passengers feel

more secure Airlines notified
Passenger that their bag is by tag company.
experience found

Multiple Improves
Uniquely likelihood of
companies identified tags Ground handler
involved entry.

58 | SITA Baggage Services | Confidential | © SITA 2014

2014 Baggage Report

59 | SITA Baggage Services | Confidential | © SITA 2014

Questions?
Solving Today’s Baggage Issues and
Preparing for the Future

Brian Stapleton
Director Airlines, HomingPin

61
HomingPIN
Unique Identifier Service (UIS)

Workshop:
Solving today’s baggage issues
and preparing for the future
HomingPIN - Mishandled Baggage a big problem..
HomingPIN – Personally have you..?
HomingPIN – Did you end up with..??
HomingPIN – Ground Handling impacted
HomingPIN – Unique Identifier System
HomingPIN – WorldTracer Coordinators
HomingPIN Process
 Baggage Tracing officer identifies a
mishandled bag with HomingPIN baggage
loop

 WorldTracer ID field in the OHD report is

updated with UIS number found on the
HomingPIN baggage loop

 HomingPIN provides the airline or its Ground

Handler with the contact details of the owner
of the baggage and should match the details
of their passenger – all in 5 seconds

 Once match is confirmed by WorldTracer then

Airline contacts their customer and baggage
continues on its journey or returned to
passenger
HomingPIN - Communications

Airline Branded Messaging

HomingPIN – Personal Property
 Luggage tags and  Repatriation of
stickers for all property from
valuables with Unique anywhere to anywhere
code linked to owner’s  Less than $1/£1/€1
mobile and email per HomingPIN per
 When property found, year subscription
owner receives a text  Tags can be co-
message & email with branded
details of where  Website in 60
property is located languages
and what to do next
 Low/no cost texting
 Property returned by globally
airline or courier
 Automatic text from
 Global service for all mobile country of
valuables origin
HomingPIN – A “Back Up Bag Tag”
It works now…
Illustration only

HomingPIN provides Airlines and

Ground Handling companies with:
 A “back up bag tag”
 No duplicate bag tag numbers
 No complicated IT projects
 No Capital investment required
 Matching within 5 seconds
 Immediate operational &
productivity / cost benefits for
Airlines & Ground Handling
companies worldwide
 Customer service benefits B:B &
B:C
 Lost property also provided for
HomingPIN – UIS POSTER
HomingPIN – Contacts

Thank you for considering HomingPIN Andrew Hopwood

Managing Director
We would welcome the opportunity to E: andrew.hopwood@homingpin.com
workshop with you and your team to: O: +44 20 3478 6001
◦ Identify areas of mutual benefit M: +44 7432 675377
◦ Take on board any suggestions you
may have on how HomingPIN can
support your customer service Brian Stapleton
delivery and customer service Director Airlines
recovery strategies E: brian.stapleton@homingpin.com
◦ Respond any questions you may O: +353 1 44 33 746
have on implementing HomingPIN M: +353 87 356 8333
Skype: Homingpinbrian
We are available to meet with you in
your offices in the coming weeks
Maxwell Behan
Please feel free to contact HomingPIN Baggage Systems
E: max.behan@homingpin.com
M: +44 7789 147549
Networking Break
15:30 – 15:45

75
WELCOME
 Identifying Your
Safety Risks
Gerry McGill
Nancy Rockbrune Massimo Cicetti

77
Workshop Purpose
 Provide practical tools and guidance to develop Safety
Risk Assessments allowing you to actively manage
your safety risks
Agenda
 Understanding Hazards and Risks
 Identifying Risk
 Measuring Risk
 Developing a Safety Risk Assessment (SRA)
 Common Risk
Understanding Hazards and Risks

80
HAZARD RISK

81
Definitions
HAZARD
haz·ard
noun \ˈha-zərd\ :
a source of danger
RISK
risk
noun \ˈrisk\ :
the possibility that something bad or
unpleasant (such as an injury or a loss)
will happen
 Definitions
Hazard ~ Condition or object with the
potential of causing injuries to
personnel, damage to equipment or
structures, loss of material, or reduction
of ability to perform a prescribed
function ICAO Risk ~ The assessment, expressed in terms
of predicted degree of probability and
severity, of the consequence(s) of a hazard,
taking as reference the worst foreseeable
situation ICAO
Definitions
Safety Risk ~ The projected
likelihood and severity of the
consequences or outcomes of a
hazard ICAO SMM
Risk Assessment ~ The
identification, evaluation,
and estimation of the level
of risk INDUSTRY

Risk Mitigation ~ The process of incorporating

defenses or preventive controls to lower the
severity and / or likelihood of a hazard’s projected
consequence ICAO SMM
Identifying Risk

85
Identifying Risk
 Safety reporting of hazards and occurrences
 Identify risks
 Assess risks
Safety Reporting Policy

87
 Hazard Identification Program
 Data Collection  Data Analysis

88
Hazard Identification Program
Oxford Dictionary Definition

WISE
• having or showing experience, knowledge, and good judgment
• sensible or prudent
• having knowledge in a specified subject
• (wise to) informal aware of, especially so as to know how to act
Measuring Risk

91
Measuring Risk
 “You can’t manage what you don’t measure”
 How do you measure risk?
 Establish a risk rating (weight)
ICAO Risk Model
How it works
 Identify risks
 Assign probability and severity to each risk
 Calculate risk rating by combining the two
Risk Probability
 Assess the likelihood that the consequences of hazards
will occur during organizational activities
 Questions that can help determine likelihood
 Happened previously?
 Similar equipment?
 Regular process?
 How many people following or impacted by process?
Probability
Likelihood Meaning Value
Frequent Likely to occur many times 5
(has occurred frequently)
Occasional Likely to occur sometimes 4
(has occurred infrequently)
Remote Unlikely to occur, but possible 3
(has occurred rarely)
Improbable Very unlikely to occur 2
(not known to have occurred)
Extremely Improbable Almost inconceivable that the event will 1
occur
ICAO SMM
Risk Severity
 Assess the severity of the potential consequence(s) to
the identified hazard
 The extent of harm that may be reasonable to expect
 All possible consequences related to the hazard taking
into account the worst case scenario
 Can be assessed on a number of consequences
 Injuries / fatalities (internal / external)
 Damage to asset (aircraft / equipment / facility)
Severity

ICAO SMM
Risk Rating
 Probability and Severity combined to calculate the risk
rating or score

ICAO SMM
Decisions Required
Managing Risk
 Managing safety is really about managing safety risk
 How do you manage risk?
 Avoid

 Transfer

 Mitigate

 Accept
Next step of the Process
 Identify risks
 Assign probability and severity to each risk
 Calculate risk rating by combining the two
Next step of the Process
 Identify risks
 Assign probability and severity to each risk
 Calculate risk rating by combining the two
 Use risk matrix to determine actions required
Risk Tolerance

ICAO SMM
Risk Tolerance
Suggested Assessment Suggested
Criteria Risk Index Criteria
5A, 5B, 5C
Unacceptable under existing
4A, 4B,
circumstances
3A
5D, 5E
Acceptable based on
4C, 4D, 4E
Risk mitigation
3B, 3C, 3D
May require management
2A, 2B, 2C
decision
1A
3E
2D, 2E Acceptable
1B, 1C, 1D, 1E
ICAO SMM
Intolerable
 The risk of the hazard consequence is unacceptable
 Action is required
 Avoid

‒ cease the activity

 Transfer
‒ outsource activity to other organization
‒ obtain insurance coverage
 Mitigate
‒ take measures to reduce exposure of risk (likelihood)
‒ take measures to reduce the severity of the hazard consequence
Tolerable
 The risk of the hazard consequence is tolerable
 Existing controls are in place and effective
 Continuous monitoring is required
 Organization may wish to take measures to reduce
exposure of risk (likelihood) and / or severity to bring the
risk rating to acceptable (green)
Acceptable
 The risk of the hazard consequence is acceptable
 Risk exposure in negligible
 Continuous monitoring is required
In Summary
 Risk tolerance unique to each Organization
 Risk assessments must be conducted with that in mind
 Must be consistently applied
 Definitions that reflect common risk thresholds critical

 Not easy

 Reproducibility

 Repeatability

 Must assess change for its potential to introduce risk

Meaning?
 A process that defines how the organization:
 Identifies risks to the achievement of the business goals &
objectives
 Measures the significance of each identified risk

 Determines the most appropriate business response to each risk

 Facilitates the implementation of the appropriate response

 Evaluates and reports on how well the chosen responses are

carried out
Risk Management Process
 Identify real and potential risks
 Analyze and prioritize
 Develop appropriate response and/or controls to
threshold risks including costs and triggers
 Transfer
 Avoid
 Mitigate
 Accept
 Ongoing monitoring
 Continuous improvement (refine, expand, etc.)
Managing Risk
 “Through information (wisdom) gained try to:
 Prevent bad things from happening

 Minimize the effect if something bad does happen

 Must actively seek out risk and manage it accordingly

Risk Management Process
Safety Risk Assessment and Mitigation
 Purpose of SMS
 Dependent on data / information
 Proactive identification of risks
 Develop mitigations as necessary

115
Developing an SRA

116
Scenario #1
 Pets in Cabin
 Airline has a policy allowing small pets in passenger cabin

 Introduced 2 years ago due to passenger complaints

 Major competitors allow pets in cabin

 No regulation preventing it

 Airline has been getting many complaints from passengers

advising they have pet allergies
 As a result COO has requested Corporate Safety to conduct a
review of the policy
Research Yes No
Domestic
A  Service animals only
B  Service animals only
C  Some restrictions apply
D 
E 
F  Not on International flights

International
G 
H 
I 
J  Service animals only
K  Service animals only
L 
M 
N 
Identify Team
 Corporate Safety
 Cabin Services
 Flight Operations
 Ground Services
 Check-In

 Ramp

 Customer Service
 Medical Services
 Legal
Pros
 Appease passengers wishing to travel with their small
pets
 Easy change to action
 Policy amendment
 Communication
 Could be a revenue stream
 Stay competitive
Cons
 Could negatively impact crew with allergies
 Could upset passengers with pet allergies
 Potential noise
 Potential smell
Identified Risks
 Severe allergic reaction by crew
 Severe allergic reaction by passenger(s)
 Pet escape carrier
 Noise from pet
 Smell from pet
Evaluate Risks
RISKS Operator Risk Model ICAO Risk Model

Severe Allergic Reaction D/2 2C

~ Crew Unlikely / Low Improbable / Major
Severe Allergic Reaction D/2 2C
~ Passenger Unlikely / Low Improbable / Major
Pet escape from carrier D/2 3C
Unlikely / Low Remote / Major
Noise from pet C/8 4D
Occasional / Medium Occasional / Minor
Smell from pet D/2 4D
Occasional / Low Occasional / Minor
Decision
 Policy poses no safety risk
 Controls:
 Policy that pets are to remain in carrier for duration of flight

 Carrier must be stowed under seat in front of passenger

Scenario #2
 Request from COO to conduct an SRA on removing the
arrival walk-around to improve OTP
Research
 Regulation for qualified Flight Operations or
Maintenance personnel to conduct walk-around checks
 Operator requires Lead Station Attendant to conduct an
arrival walk-around on each flight
 If damage detected contact Maintenance (structural
assessment)
 Redundant action
Team
 Corporate Safety
Pros / Cons
Identified Risks
Risk Matrix ~ Probability
Likelihood Meaning Value
Frequent Likely to occur many times 5
(has occurred frequently)
Occasional Likely to occur sometimes 4
(has occurred infrequently)
Remote Unlikely to occur, but possible 3
(has occurred rarely)
Improbable Very unlikely to occur 2
(not known to have occurred)
Extremely Improbable Almost inconceivable that the event will 1
occur
ICAO SMM
Risk Matrix ~ Severity

ICAO SMM
Risk Tolerance
Suggested Assessment Suggested
Criteria Risk Index Criteria
5A, 5B, 5C
Unacceptable under existing
4A, 4B,
circumstances
3A
5D, 5E
Acceptable based on
4C, 4D, 4E
Risk mitigation
3B, 3C, 3D
May require management
2A, 2B, 2C
decision
1A
3E
2D, 2E Acceptable
1B, 1C, 1D, 1E
ICAO SMM
Decision?
Other Risk Triggers
 Data
 ???
Common Risk…
Behaviour

135
Risky Behaviour
Worst One……

149
Culture Change
 Managing safety risk requires a culture change in an
organization
 Does not happen overnight
 Must be deliberate and consistent
 Requires Senior Management buy-in
 People will change ~ up to organization to
provide the environment and motivation

151
Peer Pressure
 Just need to focus on a few
 If you can get a few people to
embrace the change, others will follow
 Will gain momentum as more and more live
the new value

152
Decision Making
 Don’t “Reinvent the Wheel”
 Consider what is in place today and leverage
as / if appropriate

153
Keep it Simple
 Can get caught up in all of
the data and information
gathered
 Need to focus on the
problems not the solution

154
Thank you

155
 Gala Networking Reception
19:00 – 22:00
Location: The Grand Ballroom, Emerald Section

156