To improve airline service quality, this paper proposes a model to minimise the mishandling and mismatching of inbound baggage by providing a differentiated service through an optimal classification towards passenger segments. The feasibility of the proposed model is then analysed throughmixed methods. By implementing a reverse-engineered model of auto-baggage-drop, passengers will be able to individually claim their bags via an automated baggage reclaim device. Finally, the option to provide this differentiated service to premium passengers will add value to specific segmentsof passengers, and it will be advantageous to stakeholders: airlines, airports, passengers and third party suppliers, in the foreseeable future.
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