如果涉及轉機,未能及時付運的行李就有可能增加

SilkRoad - - CATHAY DRAGON NEWS -

In part, this success is thanks to last year’s introduction of a programme to further reduce the mishandling of baggage at Hong Kong International Airport, improving communication between staff to ensure that the right flights are prioritised to reduce misplaced bags. This new programme almost halved the anticipated shortshipments during June’s Typhoon Merbok.

Nonetheless, each month the team has to deal with misplaced bags. Of these, around 95 per cent belong to transfer passengers; only a few will have been checked in at Hong Kong.

More impressive still is the recovery rate – that is, returning bags to their owners. Fung leads this effort, and is rightly proud of the greater than 99 per cent success rate. ‘My job is to regain and restore the confidence of passengers in the airline,’ he says. ‘I pick up the baggage claims and make the settlement with passengers for damaged and missing bags.’

Sometimes bags will have passed through three or four airports, so communication is vital here as well. Lau adds: ‘This recovery rate is an achievement because some of these bags involve multiple connections.’

While Hong Kong has adopted RFID technology, not all the world’s airports have yet, so rather than ‘track and trace’, it’s ‘describe and tell’. Fung says it’s common to receive calls from Cathay Pacific passengers at airports not on the airlines’ network. He adds: ‘ They will call Hong Kong because they have more faith in us.’

And that’s what this team does best – and they have letters and cakes delivered by grateful customers as proof. ‘Each bag has its own story,’ says Lau. ‘It’s not just about price, it’s sentimental value.’

And it’s one of the reasons that Fung and so many of the team have served 30 years or more. He says: ‘If this were just a job, if it were automated, we’d be like robots. But getting people back their possessions is real satisfaction.’

WHEN TRANSFERS ARE INVOLVED, THE LIKELIHOOD OF SHORT- SHIPPED BAGS INCREASES

不過,有賴劉浩然和馮達權兩位,他們在行李運輸服務方面合共有48年的豐富經驗,加上在香港國際機場服務的76人團隊,即使面對的難題日益增加,這種令人失望的情況卻得以逐漸減少。

去年,共有3,100多萬件行李運出香港,其中約有1,200萬件屬於國泰航空的乘客,接近500萬件是國泰港龍航空乘客的行李。

如果涉及轉機,未能及時付運的行李就有可能增加。即使機場運作順暢,一般轉機時間都相當緊迫,加上空中交通管制,如果銜接的班機是從中國飛來香港的話,情況可能更難控制;此外,因惡劣天氣造成入境班機延誤,亦可能使轉機時間被迫縮短。儘管如此,今年截至5月份,就在第一個季節性颱風來襲之前,該團隊的總體表現已經達到或超越業界要求的標準。

這項成就有一部分必須歸功於去年推出的一項計劃。該計劃確保員工之間有更佳的溝通方式,排列出最佳的航班先後次序,令香港國際機場出現的不當處理行李數目進一步減少。在6月颱風苗柏來襲期間,這項新計劃使預期未能及時付運的行李幾乎減少一半。

不過,該團隊每個月都必須處理遺失行李。這些遺失行李當中約有95%屬於轉機乘客,只有極少數是在香港辦理寄艙手續的行李。

但令人佩服的是尋回率,也就是將行李物歸原主的百分比。馮達權是這項任務的主管,他對超過99%的成功率深感自豪。他表示:「我的職責是令乘客重拾對航空公司的信心。當我收到乘客的行李索償申報時,會盡快為他們處理損毀和遺失行李的賠償手續。」

有時候行李會輾轉經過三、四個機場,所以溝通也是十分重要。劉浩然補充說:「如此高的尋回率是一項了不起的成就,因為有些行李曾經過多個轉機地點。」

雖然香港機場已採用RFID技術,但並非全球所有機場都配備這項技術,所以找回行李的方法往往並非「搜尋和追踪」,而是「描述和說明」。馮達權表示,經常有國泰航空乘客在非國泰航空網絡的機場打電話來。他補充說:「乘客會打電話到香港,因為他們對我們比較有信心。」

這是行李服務團隊最擅長的工作,滿心感激的乘客寄來的感謝信和送來的蛋糕,足以證明這一點。劉浩然說:「每一件行李都有自己的故事。這並非單純與金錢有關,還有濃厚的感情在其中。」

正是由於這個原因,馮達權和團隊多位成員在這個崗位上服務超過30年。他說:「如果這只是一份工作,如果一切都是自動化,那麼我們就跟機械人無異。但是讓人們取回屬於自己的失物,為我們帶來真正的滿足感。」

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馬可孛羅會 伴你寫意翱翔

馬可孛羅會是國泰航空及國泰港龍航空的飛行常客計劃,旨在透過各式優越禮遇及服務,回饋我們最珍視的客人,提升他們的旅遊體驗。馬可孛羅會共有四個會籍級別,包括綠卡、銀卡、金卡及鑽石卡。會員可享其會籍級別的專屬禮遇及「寰宇一家」聯盟航空公司的飛行禮遇,令你的每段旅程更稱心如意。

作為馬可孛羅會會員,只要你乘搭國泰航空、國泰港龍,或任何一間「寰宇一家」聯盟航空公司的認可「子艙位」,便可賺取會籍積分。會籍積分是根據所乘搭的航空公司、客艙級別、「子艙位」和飛行距離計算。我們更推出會籍級別間之額外禮遇,當你達至指定會籍積分,便可專享具彈性而且能分享的禮遇,包括機場貴賓室使用券、可供預訂的艙位提升及提名會籍,讓你或你的親友使用。馬可孛羅會伴你寫意翱翔。

如欲了解馬可孛羅會的詳情,請參閱cathaypacific.com

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