Baggage Services
Let’s just say, as a product designer on the Employee User Experience team at United Airlines…I know a lot about baggage.
"My bag is lost"
〰️
"Something is missing from my bag"
〰️
"My bag is damaged"
〰️
"The app says my bag arrived here earlier"
〰️
"I need medication from my bag"
〰️
"My bag is lost" 〰️ "Something is missing from my bag" 〰️ "My bag is damaged" 〰️ "The app says my bag arrived here earlier" 〰️ "I need medication from my bag" 〰️
Who Is This Designed For?
Baggage Services Office Agent (BSO)
The person behind the desk by the baggage carousels at the airport.
Their job responsibilities include
Filing a missing bag claim
Filing a damaged bag claim
Filing a claim for when something was stolen from someone’s bag
Reuniting a customer with their bag if it arrived early, or if the customer requests it back before their connecting flight
Looking up the bag(s) scanning history
Setting up a bag for delivery
Looking up existing claims on bags
Agent on Demand (AoD)
A remote worker either at home or at a desk at another airport.
Their job responsibilities include
Filing a missing bag claim
Looking up the bag(s) scanning history
Looking up existing claims on bags