Sort bag claims by what went wrong and the proof attached

Fields

• Report filed at the airport (delayed, damaged, pilfered, or none)
• Claim form text or email
• Attachment file names (empty if none)

Questions

1. What baggage problem is the passenger claiming for? Choice

   Use the terms in the context. When the claim covers more than one problem, pick the first that applies in this order: bag not delivered, missing contents, damaged contents, damaged bag, delay expenses. The several problems question records the rest.

   • Bag not delivered The passenger says the bag has still not reached them, whether they claim costs while waiting or treat it as lost.
   • Missing contents The bag arrived, and the passenger says items were taken from it.
   • Damaged contents The bag arrived, and items inside it were broken or spoiled.
   • Damaged bag The case itself is broken, torn, cracked or soiled, and nothing inside is said to be missing or damaged.
   • Delay expenses The bag arrived late, and the claim is only for what the passenger paid while waiting.

2. Does the baggage claim cover more than one kind of problem? Yes / No

   Count the five kinds of problem in the context. Several items missing from one bag is one kind of problem. Yes: The claim covers two or more kinds, such as delay expenses and a damaged bag. No: The claim covers one kind of problem only.

3. Does the baggage claim describe the same problem as the report filed at the airport? Choice

   Compare the problems the claim describes with the report type field. A report of a delayed bag matches a claim for a bag not delivered or for delay expenses.

   • Same problem The claim describes only the problem the airport report records.
   • Adds problems The claim describes the reported problem and also problems the report does not record.
   • Different problem The claim describes a problem other than the one the report records.
   • No airport report The report type field is empty or says no report was filed.

4. Does the baggage claim include items from the list a handler must review, such as cash, jewellery or electronics? Yes / No

   Use the list of items in the context. Count items claimed as missing, damaged or lost, whatever the passenger calls them: "camera lens" and "earbuds" are electronics. Essentials bought while waiting for a delayed bag do not count. Yes: The claim includes at least one item from the list. No: The claim includes no item from the list.

5. Does the claim say receipts or other proof of what was paid are attached, offered or kept? Yes / No

   Read the claim and any attachment names. Count receipts, invoices, bank statements and order confirmations that are attached, offered, to be sent or kept. Yes: The claim attaches or offers proof of what was paid for at least one item or cost, or says it has been kept. No: No such proof is attached, offered or said to be kept, the claim says there is none, or it claims no costs.

6. Does the passenger attach or offer photos of the damage? Choice

   Read the claim and the attachment names.

   • Photos attached or offered The claim reports damage, and photos of it are attached or offered.
   • No photos The claim reports damage, and no photos are attached or offered.
   • No damage claimed The claim reports no damage to the bag or its contents.

7. Does the passenger say they are thinking of getting a lawyer or taking the airline to court? Yes / No

   This is a sign the case needs a handler sooner, never a reason to discourage the passenger. A complaint to a regulator or a dispute resolution body is an escalation, not legal action. Yes: The passenger says they may get a lawyer, have spoken to one, or may take us to court. No: No such intention is stated, or the only escalation mentioned is a regulator or dispute resolution body.

8. Does the baggage claim say which flight or airport report it concerns and what went wrong, well enough to act? Yes / No

   A flight number, a booking reference or an airport report reference is enough to find the case; code does the matching. Yes: The claim names a flight, booking or report reference and says what went wrong. No: The claim gives no way to find the case, or does not say what went wrong.

Lens columns

claim_type, claim_type_probability, several_problems, several_problems_probability, matches_report, matches_report_probability, listed_items_claimed, listed_items_claimed_probability, receipts_mentioned, receipts_mentioned_probability, damage_photos, damage_photos_probability, considering_legal_action, considering_legal_action_probability, enough_to_act, enough_to_act_probability