Purpose
1. Ensure rapid and transparent management of lost baggage claims for commercial airline passengers.
2. Automate collection, validation, and routing of lost baggage data from multiple channels.
3. Initiate timely notifications and updates for passengers, staff, and baggage handlers.
4. Integrate backend airline, airport, and third-party systems for closed-loop resolution and tracking.
5. Maintain digital records for regulatory compliance and operational analytics.
Trigger Conditions
1. Passenger submits lost baggage report via web portal, mobile app, SMS, or email.
2. Airport baggage scanning system flags unclaimed item for programmed duration.
3. Call center agent logs a lost baggage incident.
4. External partner (handling company) generates an API call for lost item intake.
Platform Variants
1. Zendesk
- Feature/Setting: Ticket Creation API; auto-create cases from form or email using API endpoint `/api/v2/tickets` with pre-configured tags.
2. Salesforce Service Cloud
- Feature/Setting: Flow Builder; create trigger from inbound lost baggage case, launch custom workflow actions.
3. Twilio
- Feature/Setting: SMS Webhook; use Programmable Messaging API to trigger automation upon receiving designated SMS keywords.
4. Microsoft Power Automate
- Feature/Setting: Automated Flow; trigger when new SharePoint lost baggage list entry is added, invoke downstream processes.
5. ServiceNow
- Feature/Setting: Service Catalog Item; configure Intake Form to generate incident and enqueue process automation for follow-up.
6. Freshdesk
- Feature/Setting: Freshdesk API v2, auto-create tickets from lost baggage online form inputs via endpoint `/api/v2/tickets`.
7. Google Forms + Google Apps Script
- Feature/Setting: Apps Script onSubmit trigger; parse form data, call airline baggage handling API or send notification emails.
8. Workato
- Feature/Setting: Workflow Automation; trigger recipe on HTTP API call, coordinate multi-app ticket creation and responses.
9. Integromat
- Feature/Setting: Scenario starting with HTTP or web form trigger module, routes data to multiple IT and comms endpoints.
10. HubSpot Service Hub
- Feature/Setting: Ticket API; auto-create Service Tickets based on form or email for lost baggage, configure workflow automations.
11. SAP Intelligent RPA
- Feature/Setting: Input trigger from email or SAP form; automate SAP Service Ticket creation and escalation.
12. IBM Watson Assistant
- Feature/Setting: Chatbot Intent “lost baggage”; extract details, pass case to backend via integrated API steps.
13. AWS Lambda
- Feature/Setting: API Gateway-initiated function run; parse and validate lost baggage claim, update DynamoDB, send SNS notifications.
14. SendGrid
- Feature/Setting: Inbound Parse Webhook; gather lost baggage claim emails, forward structured data to orchestration platform.
15. Azure Logic Apps
- Feature/Setting: HTTP trigger workflow; auto-process incoming web or mobile claims, notify Service Bus queue.
16. Intercom
- Feature/Setting: Inbox Rules; identify lost baggage messages and auto-enroll in claim handling flow via Webhook.
17. Jira Service Management
- Feature/Setting: Automation Rule from Email; generate incidents, assign to baggage resolution team.
18. Genesys Cloud
- Feature/Setting: Omni-channel workflow routing; route voice or chat lost baggage requests to right team with context.
19. Aircall
- Feature/Setting: Call Tagging and Webhook; voice calls tagged as “baggage”, auto-generate CRM record and callback tasks.
20. Mailgun
- Feature/Setting: Routes and Webhooks; forward emails with “lost baggage” content to automation endpoint for normalization.
21. Trello
- Feature/Setting: REST API; auto-create card in "Lost Baggage" board for operations tracking on claim submission.
22. Slack
- Feature/Setting: Incoming Webhook; send real-time lost baggage claim message to ops/channel and ticketing app.
23. Oracle Integration Cloud
- Feature/Setting: Schedule-based or event-driven integration; route lost baggage claims to Oracle Service module.
24. Monday.com
- Feature/Setting: Forms and Automations; auto-create and route new item to “Baggage Resolution” board, notify assigned agents.
25. Pipedrive
- Feature/Setting: Custom Webhooks and Activities; create lost baggage deal, trigger follow-up via workflow automation.
Benefits
1. Reduces response and resolution time for passenger claims.
2. Minimizes manual data entry and human errors.
3. Provides multi-channel intake and real-time status updates.
4. Ensures consistent, auditable workflows across departments.
5. Increases passenger satisfaction and trust in airline service.
Passenger Experience & Communication