A passenger is upset about their baggage handling. How do you calm the situation effectively?

Well, firstly we need to listen passenger grievances patiently and understand the problem in which he/she may have to go through due to Lost baggage, make sure that you put your efforts to trace baggage in front of passenger to give him sign of relief that airline is putting efforts to trace the baggage, if the baggage can not deliver to passenger try and convince passenger for the baggage delivery. Also provide some emergency kit in case all baggage have not arrive.

Uma comunicação afetiva e efetiva requer a disposição para buscar entender e valorizar o verdadeiro significado contido no discurso do outro. Por isso, ouvir vem antes do falar, ouvir nos abre pararelações mais consistentes.

One of most important skill is the listening skill , most of the people don’t have, very few people having this great skill, no one wants to listen, instead sharing their views. If anyone can listen the other, it definitely develops a confidence and trust in the person who is facing the problem. Empathetically handle and advise the solutions as per company policy and procedures and close the case with mutual understanding and better solution.

We have to understand the passenger difficulties . That includes does he have any important things in the baggage and does he have any onward connections . Assist him with call Center number and assure him that his baggage will be home delivered if missed at the origin . Gain the pax confidence by sharing all the Baggage details at all the milestones . Keep them relaxed and maintain a constant communication till the baggage’s reaches the correct hands .

As an airline representative, I approach the distressed passenger with empathy, acknowledging their frustration. I listen actively, maintaining eye contact and nodding to show understanding. Validating their feelings, I express genuine concern and reassure them that we’ll resolve the issue. Staying calm and professional, I ask specific questions about their baggage and offer solutions. Throughout the process, I provide updates and apologize for any inconvenience. The goal? To leave the passenger feeling heard and valued, even amidst the turbulence of baggage mishaps.

"I assure you that we are here to help. Let's work together to resolve this issue as quickly as possible. Your patience is greatly appreciated."

Stay calm and composed throughout the conversation. Your demeanor sets the tone for resolving the issue positively. By remaining calm, you can reassure the passenger that their concern is being taken seriously, which helps in de-escalating the situation and fostering a constructive dialogue towards a resolution.

Manter a calma melhora nossa capacidade de ouvir e nos comunicar efetivamente com os outros. Isso pode levar a conversas mais produtivas.

always stay calm and try to calm the passengers state of mind being respectful, kind and understanding.situations most of the time have a human cause to the problem,building a rap-pore with the customer is key to solving the issue

"I understand this is inconvenient. Our baggage handling policies are in place to ensure the safety and security of all passengers' belongings. Let me explain how these policies apply in your case."

Explain baggage handling policies clearly and calmly. Provide relevant information about procedures, timelines, and compensation if applicable. This helps manage expectations and demonstrates transparency, potentially alleviating the passenger's frustration by showing them the situation is being addressed according to established guidelines.

explain to the customer the policies and procedures and do not state it with technical terms one outside the industry would not understand,use language that would get the message across without being hard to understand.

Have a copy of your Baggage Complaints Policy on hand to give the passenger, and ensure this has contact names and email addresses. However if you want to show you are truly a great carrier, your service levels should be such that the passenger should never have to contact you, and you will show you are taking pro-active steps to solve the issue.

Show empathy for their situation, and be pro-active in sorting the issue. Calmly explain what you are going to do to sort the situation, and ensure that you do, and give a timeline to do so. It's not enough to merely write a report, then pass it on. Take ownership as a staff member and ensure the issue is actioned, then as soon as you can, get back to the passenger and explain what you have done, and what you are going to do next.

"Here’s what we can do to resolve this: We can track your baggage right away, offer compensation if necessary, and ensure it gets to you as quickly as possible. Would this solution work for you?"

Offer practical solutions such as tracking the luggage, expediting delivery, or arranging compensation if necessary. Providing actionable options shows proactive problem-solving and demonstrates your commitment to resolving the issue promptly and satisfactorily for the passenger.

Communicate. Nothing worse than hearing nothing. Transactions are not always going to go smoothly, things change. But, in ANY business, communication is key even if you have to deliver disappointing news to the customer. You have an opportunity to provide the solutions you’re working on to resolve the issue.

Following up with a customer is the most important thing you can do. Doing this will assure the customer that you care and are trying to correct the situation. In the end you will make your customer happy and help retain their loyalty to your Company

"I will personally keep track of the progress and follow up with you until your baggage issue is resolved. Can I have your contact details so I can keep you updated?"

Follow up after resolving the issue to ensure the passenger's satisfaction. Contact them to confirm the resolution and gather feedback. This shows dedication to customer service and helps in maintaining positive relations, ensuring a smooth experience despite initial challenges.

Ensure that when you "Follow Up" it's not just Lip Service. Nothing is potentially more damaging for your brand than being ghosted by the staff you deal with and coming away thinking that there was never any intention of sorting the issue by the airline staff. We've faced this issue, and not flown on that airline since, despite being a regular flier with them previously. Always remember the customer, if wronged, has a long memory, and if you don't follow up and solve the issue, they will keep that poor service in mind.

"I can see that you’ve had a long journey, and this is the last thing you need. We’ll make this right for you. In the meantime, would you like access to our lounge while we sort this out?"

Personalize the service by addressing the passenger by name and empathizing with their specific situation. Tailor your responses to their concerns, showing genuine care and understanding. This personalized approach can significantly enhance their experience, making them feel valued and heard, ultimately easing their frustration about the baggage handling issue.