STI College Tanauan

5A Mabini Ave. Tanauan City 4232

Handling Luggage:
Air Asia and Royal Air

By:
Almendras, Jayzel M.
Guevarra, Aimee Jeane
Margallo, Alexandre Maripaz
Pagado, Mary Jane L.
Sarmiento, Alleya Reign

Submitted to:
Miss Princess Diane Cuasay
March 2025
Air Asia

The birth story of AirAsia, the aviation arm of Capital A, is an industry legend. It started back in 2001
when Tony Fernandes and Kamarudin Meranun bought an ailing airline with two aircraft and 200 staff
and turned it into the fourth largest in Asia, with more than 200 aircraft and 21,000 staff across Malaysia,
Thailand, Indonesia, the Philippines, Cambodia, and more. With affordability, inclusivity, and accessibility
underpinning the operation, AirAsia has carried over 800 million guests to over 130 destinations. With
the mission to serve the underserved, it has connected people and places and has largely been credited
for democratizing air travel in the region with its famous tagline ‘Now Everyone Can Fly’.

Air Asia News Room: https://newsroom.airasia.com/about-us/#gsc.tab=0

Policies on Handling Luggage

 Damaged Baggage

 You should immediately approach one of our friendly guest service officers BEFORE you
leave the airport. Details of the damage to your baggage will be recorded, and you will
be offered immediate assistance if necessary.

Please note that we will not be responsible for:

1. Damage to accessories and wear and tear may not be covered by us.

2. If your bag is damaged or delayed because of over-packing or unsuitable packaging, our

liability will be reduced.

 To avoid any unpleasant experience or further inconvenience during your trip, we would
strongly recommend you obtain adequate travel insurance coverage before you fly.
 If you have purchased the Tune Protect Travel AirAsia, you may submit all the documents
for a possible claim.

 Pilferage Baggage

 Kindly approach our guest service immediately before you leave the airport. Details of
the pilferage incident involving your baggage will be recorded for further investigation.
  Upon reporting the pilferage of your baggage, you will receive a Property Irregularity
Report (PIR) form to fill out. Once you have completed the form, a PIR number will be
provided to you. Our staff from the Central Baggage Tracing Office will then be in touch
with you to provide updates regarding the progress of your case.

 Items Accidentally Left Behind

 Please be informed that airport security at the screening and check point are not AirAsia
staff; items left at the checkpoint would be kept under their possession, and they would
not hand them over to AirAsia. Guests are advised to proceed to the Airport security
office to obtain the whereabouts of the items left behind.
 Items that were confiscated or removed due to security issues or for non-compliance
would not be returned.
 If you misplaced your handphone onboard, please approach the lost property offices at
the respective airports. Any items found at the airport terminal will be handed over to
the airport authorities.
 We do not accept any responsibility for personal belongings misplaced or lost onboard
the aircraft or in the airport terminal. All items carried by you are solely at your own risk.
 All items carried by you are solely at your own risk. Any items found on board will be
forwardedto the lost property offices at the respective airports. Any items found at the
airport terminal will be handed over to the airport authorities.
 Delayed Baggage
 Why does it happen?
- It could be that your baggage was not loaded onto the flight you just took, normally due
to safety or technical considerations.
 What should you do?

Step 1- As soon as baggage stops coming through the carousel, you should immediately
approach one of our friendly guest service officers

Step 2- Provide them with your booking number or baggage tag that was given to you at
the time of check-in to enable them to track your baggage.

Step 3- A Property Irregularity Report (PIR) form will be given to you and upon
completion, you will be given a PIR number.

 If your baggage is found, a delivery arrangement to your local address provided in the
PIR form will be made as and when it arrives.
 If you wish to file a claim or an action regarding delay of checked baggage, you must
notify us within twenty-one (21) calendar days from the date the baggage has been
placed at your disposal.
 Alternatively, you can have your letter posted or delivered to us within the above period.
Please address your letter to the Central Baggage Tracing Office, followed by the address
of the airport from which you flew.
  Missing Baggage
 Your baggage will be declared missing after 7 calendar days for Domestic travel and 14
calendar days for international travel from the date when the PIR is lodged. In this
situation, you will need to prepare the following documents:

1. Copy of guest's passport / ID

2. Copy of guest bank book/statement

3. SWIFT/BCB/IBN code (for international transactions)

4. An authorization letter for 3rd third-party account (if necessary)

5. Copy of 3rd party passport / ID (if necessary)

You will be contacted by our Central Baggage Tracing Office staff for further action.

 Baggage Status

If you do experience mishandled baggage or lost items and have filed a report, you will receive
notification via AirAsia MOVE app on the baggage status.

Please ensure to allow notifications from the AirAsia MOVE app

You may also check the status of your baggage via the app inbox by following these steps:

1. Launch AirAsia MOVE app

2. Click on the bell icon on the top-right-corner

3. You can see the notification of your baggage status under “All” tab

AirAsia Flights: Mishandled Baggage and Lost Items - How to deal with it?:

https://support.airasia.com/s/article/My-baggage-is-delayed-missing-or-damaged-en?language=en_GB
Royal Air

Founded in 2002, Royal Air Philippines is a budget airline serving predominantly domestic routes within
the Philippines, but also to international destinations including China, South Korea and Cambodia. New
destinations for 2024 include Beijing and Shanghai.

The airline was initially specialising in cargo, under the name Royal Air Charter Services, and continues to
offer cargo solutions and services. Royal Air Philippines moved into passenger operations in 2018. The
airline is headquartered in the Clark freeport in Pampanga, at Clark International Airport. Cebu and
Manila are also important hubs for the airline.

Royal Air Philippines operates a small fleet of Airbus A319-100 and Airbus A320-200 aircraft. As is
standard for a budget airline, service is typically no frills in order to keep ticket prices low. Services
typically do not operate in-flight entertainment, although there is a complimentary check-in allowance of
10kg, plus 7kg of carry-on baggage allowance.

Royal Air Philippines: https://www.pnrexpert.com/airlines/royal-air-philippines

Policies on Handling Luggage

 Delayed Baggage
 In case of non-delivery of luggage on arrival, please contact the "baggage assistance"
service of the arrival airport to establish a report of baggage irregularity. You will receive
a copy with a reference number to keep, to ensure the follow-up of the file.
 If the baggage is not returned within 5 days of the finding, we invite you to follow the
steps below:
1. Fill in an inventory letter form online or by downloading it and sending it to the
address InventoryForm@royalairmaroc.com, with the contents of your luggage,
specifying the details or clues (brand of clothes, shoe brand and size, names of drugs
and cosmetics
2. A reconciliation will be made, thanks to the content of the baggage, for additional
and in-depth research.
3. The call center will contact you using the contact details provided to inform you of
the progress of searches (you can also follow, online, the processing of the file on
WorldTracer)
  If the baggage is not delivered within 21 days of the finding, it is considered lost. To
declare your lost luggage, we invite you to submit a claim by filling in the form available
on our website at the following
link: www.royalairmaroc.com/ma-en/information/service-claims
An acknowledgment of receipt containing your claim reference will be sent to you
automatically. Once you receive the acknowledgement of receipt, please send a message
to serviceclient@royalairmaroc.com , with the same email subject as the
acknowledgement of receipt containing your request reference number, by attaching the
following documents:
- The baggage identification stub (TAG)
- The report of irregularity established at the airport upon your arrival (PIR)
- The detailed and encrypted inventory letter of the contents of your luggage as well
as the invoices for the items mentioned.
- Bank details (RIB)
- The additional baggage check if you have paid excess baggage

 Damaged Luggage
 In the event of damage to luggage during the trip, please contact the "baggage
assistance" service at the arrival airport to establish a statement of damage to luggage.
 If you find that your baggage has been damaged after leaving the airport, you have a
period of 7 days, from the date of your arrival/date of reception of the baggage in case
of delay to declare by arriving at the airport with damaged baggage.
 It is necessary to send the report made to the airport as well as the required documents
to the address serviceclient@royalairmaroc.com . We invite you to submit a claim by
filling in the form available on our website at the following
link: www.royalairmaroc.com/ma-en/information/service-claims
 An acknowledgment of receipt, containing your claim reference will be sent to you
automatically. Once you receive the acknowledgement of receipt, please send a message
to serviceclient@royalairmaroc.com , with the same email subject as the
acknowledgement of receipt containing your request reference number, by attaching the
following documents:
- The irregularity report drawn up at the airport on your arrival (PIR)
- Baggage identification tag (TAG)
- Detailed inventory letter with figures for missing items, together with invoices for
the items in question.
- Bank details (RIB)
 Missing Items
 In case of missing item in the baggage, please contact the baggage assistance service of
the arrival airport to receive a report of missing items. We kindly ask you to submit a
claim to customer service by filling in the form available on our website at the following
link: www.royalairmaroc.com/ma-en/information/service-claims.
  An acknowledgement of receipt, containing the reference of your request, will be sent to
you automatically. Once you have received the acknowledgement of receipt, please send
a message to serviceclient@royalairmaroc.com using the same subject line as the
acknowledgement of receipt you received, and enclosing the following documents:
- The irregularity report drawn up at the airport on your arrival (PIR)
- Baggage identification tag (TAG)
- Detailed inventory letter with figures for missing items, together with invoices for
the items in question.
- Bank details (RIB)
 Items left on Board
 If you forget an object on board of a RAM aircraft or on our premises, we invite you to
submit a claim by filling in the form available on our website at the following link:
www.royalairmaroc.com/ma-en/information/service-claims
 An acknowledgement of receipt, containing your claim reference, will be sent to you
automatically.
 In case you have already submitted a claim to Royal Air Maroc, we invite you to send
your message to the same email address serviceclient@royalairmaroc.com , keeping the
same email subject containing your request reference number as in your previous
correspondences.
Things to note:
- Objects found, unattended, on board RAM flights or premises will be kept for 60 days
from the date the object was found. After 60 days, found property may be destroyed or
turned over to authorities as may be required by local law.
- Articles or objects prohibited for air transport, either in the hold or in the cabin, will in
no case be under the responsibility of the carrier, namely valuables, fragile items, and
perishable.
Royal Air Luggage Policy: https://www.royalairmaroc.com/us-en/items-left-on-board

Assessment

In contrast with the luggage handling operation of Air Asia and Royal Air, Air Asia stands out with its
active and structural approach. Air Asia provides a stepping stone to cope with such mishandling issues,
including delays, missing, and pilferage baggage. In some instances, Air Asia encourages passengers to
report their issues with luggage before leaving the airport, offering assistance and guidance on filing
claims through travel insurance. They also outline specific circumstances that limit their liabilities
through human errors.

Issue Air Asia Royal Air

Damage to Luggage Immediate report on site,can be Report in 7 days, submit
covered by insurance depending requirements online
on cases
Pilferage Report before leaving airport Report at the airport, fill out
with PIR form claim form online
Delayed Luggage Report to airport, track luggage Report and follow up after 5
via app and delivered days
Missing Luggage 7 days on local or 14 days on 21 days to wait, submit
 international, submit inventory and bank details
documents
Items Left Behind Not responsible for this issue Report lost items; one found
can be kept within 60 days
Responsibility for Lost Items Limited, passenger are Limited, no responsibility on
responsible for their items valuables

It is also seen that AirAsia offers more emphasis on immediate assistance at the airport and through
their integration to the AirAsia Move App let passengers to see their real-time baggage operation.
Passengers can report issues not only online but also on site with a detailed procedure, follow-up, and
encouragement to buy travel insurance for assurance. When it came to delayed luggage, they offered to
deliver it to the owner’s address once found. Compared to Royal Air, it also offers formal procedures in
case of delayed and missing luggage, offering passengers to require submitting details online, and follow
up thru call center. Thus, it has 60-day retention for lost items, it declines liability and responsibility for
the valuables/items. Overall, AirAsia’s integration of its AirAsia Move App and immediate response offers
a more convenient and satisfaction to passengers’ experience, whereas Royal Air focuses on
documentation and formal claims procedures.