Agent Interface - Baggage - · PDF fileWorld Tracer SITA World Tracer is a worldwide interline...

Module: Agent Interface: Baggage - Queues

By the end of the module, participants will be able to: Objectives

• Correctly list and discuss the two types of Baggage System queues

• Correctly display a queue count

• Correctly access a message and baggage queue

• Correctly generate a Baggage queue message to host and OA

• Queue place a baggage record

• Discuss the interface of the Baggage Management Analysis System with WorldTracer

Duty code: No specific duty codes required EPR

Keyword: No specific keywords required

Keyword: No specific keywords required UAT

For additional information, refer to FOCUS. Reference

The modules on Creating a Tracer and Tracing Techniques must be completed prior to presenting this module. This module will discuss the types of message and baggage queues and how to work in the queues.

Instructor Note

The baggage records created in the earlier modules may be used for queue examples in this module.

Sabre Airline Reservations Training Guide September 2004 Module: Agent Interface Baggage – Queues 1

B a g g a g e - Q u e u e s

The Baggage Queue system contains two types of queues:

1. Baggage message queues

2. Baggage record queues

Baggage message queues are used to communicate between stations. Baggage message queues contain free text messages and BAT (Baggage Automatic Tracing) responses.

Baggage record queues are used to store previously created Baggage records.

It is recommended that the stations access and work their baggage queues several times on a daily basis; this is an issue of local airline policy and procedure. It is recommended that each station be responsible for their own baggage queues.

B a g g a g e Q u e u e s l a b e l < S h i f t + F 1 1 >

The Baggage Queues label contains all the tools needed by a baggage service user to work Baggage System queues.

To access the Baggage Queues functions, select the Queues label <Shift + F10> from the Baggage tab:

The Baggage Queues pop-up window displays:

2 Module: Agent Interface Baggage – Queues Sabre Airline Reservations Training Guide September 2004

• Select Option:

– Queue Count

– Access Baggage Queue (Baggage Record queue)

– Access Message Queue

– Queue Place Baggage Record

– Queue Place Message

– Queue Place Res Message

– Remove from Queue

– Exit Queue

– Redisplay Queue Message

– Ignore / Go to Next

• Select <OK>


Each of the options is discussed in detail, below.

This option permits display of a queue count of all Baggage message queues and all Baggage record queues for a specific station.

Queue Count

When the Queue Count option is selected from the Baggage Queues pop-up window and <OK> is selected, the Queue City pop-up window is displayed:

• City for Queue Count: enter the 3-letter city code

If omitted, the city of the AAA is assumed

• Select <OK>

The response displays in the work area, as seen in the following example:

BQC/SXM SXM 06OCT 1341 Q CNT MSG B 8 MSG J 13 BAG A 1 BAG B 25 BAG D 11 BAG E 2 BAG M 1 END


The response displays a list of baggage message queues and baggage record queues for the selected city, displaying the number of messages on each baggage queue.

Notice in the example that only the baggage queues that contain items are listed. In the example, Baggage Message Queue J contains 13 messages, Baggage Record Queue D contains 11 baggage records.

When the baggage queue city count is displayed, the Baggage Queues pop-up window redisplays, to permit an option selection.

This option permits access to a specific Baggage record queue. Access Baggage Queue When the Access Baggage Queue option is selected from the Baggage

Queues pop-up window and <OK> is selected, the Baggage Queue pop-up window displays:

• Select Queue to Access from the pull-down list:

– On Hand Forwarding – A

– On Hand Records Created Locally – C

– Tracer Records Created Locally – D


– Mishandlings Charged to a Station – E

– Records Transferred to Your City – F

– Records Transferred to CBS Next Day – G

– Settlement Data – I

– Other (can include locally assigned baggage queues or other baggage queues such as:

Reservation/station follow-up – B Other Airline Damage – H Settlement Data – I Address change notifications – T)

• Other: If the Queue to Access selected is Other, enter the one-letter code for the baggage queue that is to be accessed

• City: enter the 3-letter city code If omitted, the city of the AAA is assumed

• Select <OK>

The response is a display of the first Baggage record contained on the queue. See the following example:

BQB/A OPEN BIS ON-HAND. UMLBLT O/RDU NAME LABCORP/PPS-P BAG TAGS 1 RDU U0 927769 FORWARDING/DELIVERY FF 1 EWR U0 U0 0123 21AUR RDU U0 EXP927768 U0 0123 21APR REMARKS – 5 1 AIRWAY BILL NUMBER 10040039 EWRPEF.21APR.0519 EWR.EWRPEF 0519/21APR04 UMLBLT

In the example above, BQB/A indicates that Baggage record Queue “A” has been selected. This queue is used for displaying on-hand baggage records that contain forwarding messages.


The following is an explanation of the other parts of the display.

OPEN BIS ON-HAND

The type of record is a BIS On-Hand and the present status of the record is Open

UMLBLT

The baggage record locator

O/RDU

The record is located on the On-hand list for city RDU

NAME

Passenger Name

BAG TAGS

Bag Tag Number(s)

FORWARDING/DELIVERY

The bag has been found as an On-Hand in EWR and is being forwarded to the original destination city of RDU

REMARKS

Free Text

EWR.EWRPEF 0519/21APR04 UMLBLT

Record signature line. Record created in EWR on 21 April, 2004.

The Baggage Queues popup window automatically redisplays.

Once the baggage record is displayed, action can be taken on the record. The user can select from several actions and end transaction.

An example of the actions taken might be to call the passenger and advise the arrival of the bag, set the bag up for delivery, or simply make a status call to the passenger to advise tracing efforts are still under way.


There are various actions used to navigate within a baggage message or baggage record queue. These navigation options are the last four selections in the Baggage Queues popup window:

Options for Working in Queue

Remove from queue Take a message or record off of the queue

Exit queue Leave the queue (This option does not remove the item from the queue)

Redisplay queue message

Redisplay the current item in the work area

Ignore and go to next Ignore the present message or record and display the next item in the queue. (This option does not remove the item from the queue)

Once any modifications are made to a Baggage record on a queue, an End Baggage Record transaction will end the record and remove it from the queue. To End the Baggage Record, select <Ctrl + B>. The End Baggage Record pop-up window displays:


If no action is taken on the record and the user desires to keep the record on queue, remain in the Baggage Queues pop-up window and select the option to Exit Queue or to Ignore / Go to Next.

Baggage Queue Messages are sent to each station using a specified Baggage Message Queue alpha designator, each baggage message appears on the appropriate assigned queue.

Access Message Queue

Each station should be responsible for its own Baggage Message Queues.

When the Access Message Queue option is selected from the Baggage Queues pop-up window and <OK> is selected, the Message Queue pop-up window displays:

• Select Queue to Access:

– Requests to Forward Specific Bags – A

– Reservations/Stations Follow-Up – B

– General Messages – C

– WorldTracer Match Messages – H

– On Hand Matches to Primary Trace (BAT) – I


– Tracer matches to Primary Tracer (BAT) – J

– Lost and Found Messages – L

– Other (Baggage Message Queue designators, other than those shown above (D-G, K, M-Z) are spares designated for local use.)

• Other: If the Queue to Access selected is Other, enter the one-letter code for the baggage message queue that is to be accessed

• City: enter the 3-letter city code If omitted, the city of the AAA is assumed

• Select <OK>

The response is a display of the first message contained on the queue. See the following example:

BQM/J 13MAR 0228 HNL NFM TRACER 22 GN PWX HNL 0Q 591751 GRAU0M 13MAR WLCLHX UNK ONU0ND MATCH 22 GN XXX LAX U0 738169 DENNSTED 13MAR LAX UEMNKP UNK 22 GN XXX LAX U0 738168 DENNSTED 13MAR LAX UEVXXN UNK 22 GN PWX HNL U0 243416 SILVER 13MAR HNL UEYGRF

In the example above, BQM/J indicates that Baggage Queue Message queue “J” has been selected. Queue J is used to notify a station of an automated match response within the Sabre system.

The following is an explanation of the other parts of the display.

13MAR 0228 HNL

Date and time the item was placed on the message J queue, station to which the item was sent

NFM

Item was sent automatically through the Nightly File Maintenance process


TRACER

Item is a tracer for which Baggage Automated Tracing (BAT) is searching for a match

22 GN PWX HNL 0Q 591751 GRAHAM 13MAR WLCLHX

Bag type - 22, Color - Green, the bag has Pockets and Wheels; the bag was checked to HNL by carrier 0Q with bag tag number 591751; the passenger’s name is Graham, the bag record was originally created on 13Mar, and the bag record locator is WLCLHX.

ONHAND MATCH

This is the header for the list of possible onhand-bag matches.

22 GN XXX LAX U0 738169 DENNSTED 13MAR LAX UEMNKP

Bag type - 22, Color - Green, no bag descriptive elements were found or entered; bag was originally checked by carrier U0 to LAX under bag tag number 738169; passenger Dennsted, , the bag record was originally created on 13Mar at LAX and the bag record locator is UEMNKP.

Notice that three possible bag matches have been itemized on the list. However, in this case, there is no exact match of the bag tag numbers or of the customer’s name. The baggage description of the color green and a type 22 are the elements that probably caused the system to consider these as possible matches.

Once displayed, appropriate action with the message can be taken. The user can choose to:

• Ignore the baggage message and let it remain on queue,

• Remove the baggage message from the queue

• send a reply message through the Baggage queue system

Use the applicable options from the Baggage Queues pop-up window:


• To keep the message on queue, select the Ignore / Go to Next option

to ignore the current message and go to the next item.

• To send a reply message, select the Queue Place Res Message option. (Use of this option is discussed later in this module.)

• Once the information is no longer needed, the message can be removed from the queue by selecting the Remove from Queue option.


W o r l d T r a c e r

SITA World Tracer is a worldwide interline tracing service offered jointly by IATA and SITA. (SITA provides the system while IATA provides the administration.) The central headquarters for the SITA Data Processing Center is in Atlanta, Georgia, U.S. A contract must be signed between the airline and SITA in order to be able to access this service.

When a Baggage tracer record that contains other airline segments is ended, messages in the form of a Teletype are sent automatically to WorldTracer.

Records are generated to BAGTRAC:

• immediately when an OA segment is in the itinerary or an OA code is in the bag tag number

• within 48 hours of baggage tracer record creation when host segments and upon ET/ETC

Additionally, messages are automatically sent for open baggage tracer records in the following situations:

• When a tag number is added to an existing record

• When changes are made to the DB line of the following fields -

– Brand name

– Initials

– Passenger name

– Contents


WorldTracer searches the system and matches the bag based upon their match criteria. When a match is found, WorldTracer sends a queue message back to the airline and station reporting the missing bag.

Match Criteria

The match criterion for WorldTracer is not based upon a point value system and is not prioritized the same way as in the Baggage Management Analysis System.

Match Criteria Definition

M1 Tag number

M2 Name (near name) and Type/Color

M3 Name (near name) and Location

M4 Type/Color and Location

M5 Exact Name

If the bag tag number from the Sabre System Baggage tracer record is identical to an onhand tag number in SITA WorldTracer, or if it is identical to one of the tag numbers in a forwarding record, a match is generated by way of Teletype back to the host station (if the airline is not a Sabre System Baggage user). The WorldTracer message is placed on message queue H.

M1

After all records have been searched for an exact bag tag number, the system then moves on to the next criteria, name (near name) match and type/color.

M2

Names match if a minimum of 69% of the letters in the longer name are found anywhere in the same sequence of the shorter name. Each letter is considered separately. Only names beginning with the same letter are considered for the Near Name Match criteria.


For example, the following names are considered matches:

SAUNDERS - SANDERS

SMITH - SMYTHE

The following names are not considered matches:

PHIPPS - FIPPS

SANDERS - ANDERS

The type/color will match where:

TYPE EXACT MATCH

COLOR EXACT MATCH

TYPE EXACT MATCH

COLOR SECONDARY MATCH

TYPE SECONDARY MATCH

COLOR EXACT MATCH

Secondary type and secondary color is not a match.

Once the first two match criteria have been searched, WorldTracer then searches for records that match based upon the name and location (passenger routing).

M3

The same name match criterion applies as demonstrated previously.


The following airport/city codes (location) are considered a match:

JFK NYC EWR LGA

LHR LGW LON LTN

CDG PAR ORY LBG

If any one location in a tracer matches any one location in a WorldTracer on-hand file, then it is considered a location match.

Match 4 is by type/color and location. If the WorldTracer on-hand file has a name or tag number, the system searches the M1, M2 and M3 match criteria first. It is not considered a match situation for M4 with records that contain name and tag number.

M4

When searching for match 4 criteria, type/color matching is processed as indicated in match situation 2 and location matching is processed as indicated in match situation 3.

Due to the definition of the criteria, the result could produce a large number of matches. In order to restrict the M4 messages, the system also validates the flight/date element. The date in the WorldTracer on-hand may not be more than one day earlier or two days later than the date in the tracer.

This last match criterion requires the Sabre System Baggage tracer record and the World Tracer on-hand to match on the exact name spelling.

M5

An exact name match is defined as each letter of the name in the Sabre Baggage tracer record and the WorldTracer on-hand records being exactly the same and in the same order. For example:


Sabre Record World Tracer Onhand Match/No Match

Anderson Anderson Match

Anderson Andersen No Match

S I T A W o r l d T r a c e r R e s p o n s e s

When end transaction is completed on the Sabre System Baggage record, an AHL (advise if holding) message is generated to SITA WorldTracer. A typical response from WorldTracer is a Teletype message containing the following elements:

• FROM address

• TO address

• Match criteria (MCH 1, MCH 2, etc.)

• Type of transaction

• Bag tag number

• Passenger name

• Passenger routing

• Record number

• Contents

• Bag type, color and elements


The elements contained in a WorldTracer message are described below:

• AHL advise if holding

• OHD onhand

• FR record reference

• NM passenger name

• IT passenger initials

• TN tag number

• TC bag type and color

• RT AHL - passenger routing

• OHD station where bag is found

• FD flight and date

• BI brand name and distinctive ID

• CN contents

• FI AHL - forwarding instruction

• OHD additional information

A typical WorldTracer response to a Baggage request is as follows:

QU DFWLLCY

.ATLLMXS CY/19415

MCH 1

AHL FR/LHRCY1234 NM/GEORGIADOU IT/D RT/LCA LHR

FD/CY327/16/CY347/17 FI/BMAS FILE LOCATOR RLVCLH

1 TN/CY123456 TC/BK22PSW BI/SEARS RD YARN BOW

CN/BEACH MAT FLORAL SWIMSUIT BU GOGGLES

M1/OHD FR/ATLXS1200 IT/R RT/LGW

1 TN/CY123456 TC/BK24PSW BI/LARK DECALS

END OF REPORT


A breakdown description of this example is shown below:

QU DFWLLCY

Priority and address of station/airline reporting the loss

.ATLLMXS CY/19415

Signature address for SITA WorldTracer. City and airline generating the message and 5-digit reference number.

MCH 1

Match search information for one bag

AHL FR/LHRCY1234 NM/GEORGIADOU IT/D RT/LCA LHR

AHL - advise if holding FR - record reference LHRCY1234 NM - passenger name Georgiadou IT - passenger first initial D RT - passenger routing LCA LHR

FD/CY327/16/ FI/BMAS FILE LOCATOR RLVCLH

FD - flight and date CY327/16 FI - forwarding instructions BMAS file RLVCLH

1 TN/CY123456 TC/BK22PSW BI/SEARS RD YARN BOW

TN - tag number CY123456 TC - bag type and color BK 22 PSW BI - brand name and distinctive ID Sears and red yarn bow

CN/BEACH MAT FLORAL SWIMSUIT BU GOGGLES

CN - contents Beach mat, floral swimsuit, goggles

M1/OHD FR/ATLXS1200 IT/R RT/LGW

M1 - match criteria tag number OHD – onhand FR - record reference of onhand ATLXS1200 IT - initials R RT - station where bag is found LGW


1 TN/CY123456 TC/BK24PSW BI/LARK DECALS

TN - tag number CY123456 TC - bag type and color BK 24 PSW BI - brand name and distinctive ID Lark decals

Once the match message has been received and reviewed, contact the holding station for additional information or (in the event of an exact match) request forwarding of the bag.


A d v i s e a n d A m e n d R e c o r d I n f o r m a t i o n M e s s a g e

Once a WorldTracer response has been received, information that is more specific about the on-hand bag may be needed. In this case, send an Advise and Amend Record Information message or AFI.

To perform this function, select the option to Queue Place Res Message from the Baggage Queues pop-up window. (This option is discussed later in this module.)

Responses from WorldTracer generate back to your Teletype printer. For example:

QN LHRLLCY

.ATLLMXS CY/1234

RFI 1

OHD FR/LHRCY123456 RT/LGW FD/YY/23

FI/BMAS LOCATOR ROWSAP

1 TC/PU30XXX CN/TOYS TOILETRIES

END OF REPORT

27FEB0151

The actual response to an AFI is an RFI - Response to Advise Record Information. Go into the Baggage record, compare the contents of the bag to that of the RFI, and modify the record if necessary.

If a match is determined, contact the holding station and arrange for forwarding.


In this example, the message queue H has been selected. This queue is used for notifying a station of automated match search responses from WorldTracer:

BQM/H QN HNLRMHA .ATLWMXS HA/130605 MCH AHL HNLHA37705 TUEFEKCI AT KL874471 BK23XXX IST/AMS/LAX KL1610/11MAR BI01 YY FWD LAXKL TAG MATCH TUEFECKI KL874471 NR HNL NF HA1/13MAR TN KL874471 KL874472 SI01 HA FILE END OF MATCHING

BQM/H

The Sabre system entry to access the Baggage Message Queue H

QN HNLRMHA

The AMS address of the to address

.ATLWMXS HA/130605

The from address and date stamp

MCH

Indicator of a possible match

AHL HNLHA37765

TUEFEKCI

Passenger last name, tag number and baggage description

FWD LAXKL…TAG MATCH

Forwarding from KLM Airlines at LAX airport

TUEFEKCI

Passenger last name, tag number and baggage description


TN KL074471 KL074472

Tag numbers

SI01 HA FILE

Signature line

Once displayed, action can be taken on the message. The user can select to ignore the message leaving it on queue, remove it from the queue, or send a BMX message through the queue system.

If the user desires to keep the message on queue, select the option from the Baggage Queues pop-up window to ignore the message and go to the next item.

Once the information is no longer needed, the message can be removed from the queue by selecting the Remove From Queue option from the Baggage Queues pop-up window.


W o r l d T r a c e r A c c e s s

Training and support of any other World Tracer functionality (other than that mentioned above) must be addressed directly to World Tracer/SITA.

Access to the World Tracer system is provided via the Tools menu.

• Select the Tools menu

• Select the Baggage Tracing option

Two options display: Auto Trace and World Tracer.

• Select the option for World Tracer


The World Tracer popup window displays:

• Select the option to Enter World Tracer

• Format: enter the desired WorldTracer format

• Select <OK>

The work area is changed to WorldTracer environment setting:

@@WTR OK WTR

And a free text popup window displays:


Once done, return to the Sabre Reservations system:

• Select the Tools menu

• Select the Baggage Tracing option

• Select the option for World Tracer

The World Tracer popup window displays.

• Select the option to Exit World Tracer


• Select <OK>

The WorldTracer session is exited and the work area environment is returned to the previous setting.

The following entry and response display on screen:

QUIT WTR SESSION ENDED

Note: Sabre Holdings only supplies access to the WorldTracer tracking system. Any format questions or problems with WorldTracer need to be addressed directly to WorldTracer/SITA.


B a g g a g e Q u e u e s l a b e l < S h i f t + F 1 1 > ( c o n t i n u e d )

Use the Queue Place Baggage Record option to send a specific Baggage record to another station’s baggage queue.

Queue Place Baggage Record

To successfully queue place a Baggage Record to a specific queue, the baggage record must first be displayed in the user’s work area. The baggage queue placing may be done to a baggage record that is already on a queue, or a baggage record that has been retrieved outside of a queue.

A Baggage Record may be queue placed to a maximum of five stations at one time.

To access the Baggage Queues functions, select the Queues label <Shift + F10> from the Baggage tab.

The Baggage Queues pop-up window displays:


• Select Option: Queue Place Baggage Record

• Select <OK>

The Queue Place Baggage Record pop-up window displays:

• Select Queue to Place from the pull-down list:

– On Hand Forwarding – A

– On Hand Records Created Locally – C

– Tracer Records Created Locally – D

– Mishandlings Charged to a Station – E


– Records Transferred to Your City – F

– Records Transferred to CBS Next Day – G

– Settlement Data – I

– Other

• Other: If the Queue to Place selected is Other, enter the one-letter code for the baggage queue to which current baggage record is to be placed

• Enter Cities to Queue Place to:

– City Code: enter the 3-letter city code(s)

– Commuter Equate: enter the single-letter commuter equate code, if applicable

• Select <OK>

The response is: RCD ON Q


Use the Queue Place Message option to communicate between stations via queue messages.

Queue Place Message

If, for example, an user has found a possible on-hand match at a different station for a lost bag record, a message can be sent to the other station to obtain more information or to request that the bag be forwarded.

Queue messages are also sent to stations through the Baggage Automated Tracing process (BAT).

When the Queue Place Message option is selected from the Baggage Queues pop-up window and <OK> is selected, the Queue Place Message pop-up window displays:


• Select Queue to Place from the pull-down list:

– Requests to Forward Specific Bags – A

– Reservations/Stations Follow-Up – B

– General Messages – C

– WorldTracer Match Messages – H

– On Hand Matches to Primary Trace (BAT) – I

– Tracer matches to Primary Tracer (BAT) – J

– Lost and Found Messages – L

– Other (Baggage Message Queue designators, other than those shown above (D-G, K, M-Z) are spares designated for local use.)

• Other: If the Queue to Access selected is Other, enter the one-letter code for the baggage message queue that is to be accessed

• Enter Cities to Queue Place to:

– City Code: enter the 3-letter city code(s) ( single message can be sent to five stations at one time)

– Commuter Equate: enter the single-letter commuter equate code, if applicable

• Select <Next>

The Queue Place Message pop-up window displays:


• Enter Message: enter desired message (pop-up uses wraparound text)

• Select <Finish>

See the example entry, response and explanation, below:

BMASJU/SEE ONHAND RECORD FOR SJU. FILE NUMBER QIKXUJ. PASSENGER JONES. PLEASE FORWARD TO MIA ... SEE TRACER FILE QIKXUJ. OK - MESSAGE SENT

In the entry example above, BMA/SJU indicates that a Baggage Message was queued to queue “A” at the SJU station.

The message is a request to forward a bag that is on-hand in SJU to MIA. Both baggage record locators are included in the message.


OK - MESSAGE SENT

This is the system response indicating a valid send message transaction completion.


Use the Queue Place Res Message option to generate a free text queue message to another airport station or to another airline. The message is sent in the form of a Teletype message.

Queue Place Res Message

This feature can be utilized for communicating with any other station regarding the search for a mishandled bag in a free-text remarks format. The Res message is often used to communicate with another airline regarding a mishandled bag, to obtain additional information or request to forward in response to a WorldTracer queue message. It is sometimes referred to as a BMX message.

When the Queue Place Res Message option is selected from the Baggage Queues pop-up window and <OK> is selected, a variation of the Queue Place Message pop-up window displays:

• Message Address: enter the Teletype message address in standard

IATA format (three-letter city code, two-letter office designator, two-character airline code)

• Free Text Remarks: enter the message in the space provided

• Select <OK>

The response is: OK MESSAGE SENT


T r a n s f e r

Another means to place Baggage Records to another station’s queue is to transfer the record.

A baggage record transfer to another station should only be used when required; for example, a file might need to transferred to other location when the final settlement needs to be in a different currency.

• Only the station in control of that section of the record being transferred may make the transfer entry.

• History is logged for each transfer entry.

To transfer a Baggage record to another station:

• display the Baggage record (Note that only damage, pilferage, settlement and loss / tracer Baggage records can be transferred by this means to another station.)

• select the Claims label <Shift+F8> from the Baggage tab

The Claims pop-up window displays.


• Select Option: Transfer

• Select <OK>

The Claims: Transfer popup window displays.

• Select Option:

– Damage

– Pilferage

– Settlement

– Loss / Tracer

(Select the option that matches the type of Baggage record active in the work area.)

• City to Transfer to: enter the 3-letter airport code of the transfer station.

• Select <OK>


The selected Transfer entry is made, and the End Transaction popup window displays. See the example below:

L/PVR *

End Transaction is required to complete the process.

• Select One:

– End Transaction

– End Transaction and Redisplay

(for purposes of this lesson, select End Transaction)

• Select <OK>

The baggage record is placed on the indicated station’s baggage record queue F and activity list.


• • •


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