Who is responsible for ensuring that all checked baggage is intact and undamaged upon arrival?

The responsibility of ensuring that all checked baggage is intact and undamaged upon arrival primarily falls on Passenger Service Agents (PSAs). They play a crucial role in the baggage handling process, which includes overseeing the collection, screening, and transportation of luggage. PSAs are trained to handle customer inquiries about baggage and can assist in the reporting of lost or damaged items. They are positioned at various points throughout the airport and have direct interaction with passengers, making them key players in maintaining the integrity of checked baggage during the entire airport experience.

While airport security is responsible for screening luggage to ensure safety and compliance, their focus is on safety protocols rather than the physical condition of the bags. Passengers themselves have a vested interest in ensuring their baggage is handled properly, but they do not have oversight or control over the handling processes once their luggage has been checked. Baggage handlers also play an important role in physically transporting and managing luggage, but they typically operate under the policies and oversight set by the airlines and PSAs, without direct accountability concerning the overall condition of baggage upon arrival. Thus, the Passenger Service Agents are the ones primarily entrusted with this responsibility.