If a baggage claim is lost, what is the first step a PSA must take?

To address a situation where a baggage claim is lost, the first step a Passenger Service Agent (PSA) should take is to verify that the passenger was manifested. This means confirming that the passenger was actually checked in and should have had their luggage on the flight.

Verifying the passenger's status is critical because it helps to establish whether the baggage was truly lost or if there has been a mistake in the reporting. By ensuring that the passenger was on the manifest, the PSA can identify if the baggage claim pertains to a legitimate passenger and proceed with appropriate measures to trace or report the missing baggage. This step is essential in managing both the passenger's experience and the airline's logistical response to the lost item.

Once verification is complete, the PSA can then move on to other necessary actions, such as filing a lost baggage report or contacting a supervisor, depending on the findings from the initial verification process.