随着民航业的日益发展，人们的生活与民航密切相关，越来越多的人在选择出行

With the increasing development of the civil aviation industry, people's lives are closely related to civil aviation. More and more people choose to travel by air when choosing a mode of travel. In the process of travel, passenger complaints cannot be avoided. There are also many complaints from passengers caused by checked baggage. For example, damaged baggage and lost baggage are the main causes of complaints. In the process of baggage check-in, there are many links, such as baggage handling, security check, and unloading. In which link caused the damage to the luggage, you need to study it carefully to find the cause of the problem. After discovering the cause, it is necessary to resolve passenger complaints in a timely manner. <br>In the process of research and analysis, this article first expounds the connotation of checked baggage, the status quo of passenger complaints about damage or loss of checked baggage during transportation, and damage to checked baggage. Secondly, the reasons for passenger complaints caused by checked baggage are analyzed. The main ones are: passengers are dissatisfied with the compensation for baggage damage or loss; declared that value preservation has not played its due effect; the checked baggage process is not perfect, which makes it difficult to divide the responsibility. Finally, corresponding suggestions and countermeasures are put forward according to the problems, and it is hoped to provide passengers with better baggage consignment services. <br><br>Keywords: passenger complaints, baggage check, airlines

With the increasing development of civil aviation industry, people's life is closely related to civil aviation. More and more people choose to travel by air. In the process of travel, they can't avoid passengers' complaints. Among them, there are not a few passenger complaints caused by baggage check-in, such as baggage damage and baggage loss, which are the main causes of complaints. In the process of baggage check-in, there are many links, such as baggage handling, security check and unloading. The problem of which link caused the baggage damage needs to be studied to find the cause of the problem. After finding the cause, it is necessary to solve the passenger complaint in time.<br>In the process of research and analysis, this paper first expounds the connotation of checked baggage, the current situation of passengers' complaints about the damage or loss of checked baggage in transportation and the damage of checked baggage. Secondly, it analyzes the causes of passenger complaints caused by checked baggage, mainly including: passengers are not satisfied with baggage damage or loss compensation; Declare that the hedging did not play its due role; The process of checked baggage is not perfect, which makes it difficult to divide the responsibilities. Finally, according to the problems, the corresponding suggestions and countermeasures are put forward, hoping to provide passengers with better baggage check-in services.<br>Key words: Passenger complaint, baggage check-in, airline

With the development of the civil aviation industry, people's lives are closely related to civil aviation. When more and more people choose the mode of travel, the first choice is air travel, which inevitably leads to passengers' complaints. Among them, there are not a few complaints from passengers caused by baggage check-in, such as baggage damage and baggage loss, which are the main causes of complaints. In the process of baggage consignment, there are many links, such as baggage handling, security check and unloading. What is wrong with the damage of luggage? We need to study it carefully to find out the cause of the problem. After discovering the reason, it is necessary to solve the passenger complaints in time. In the process of research and analysis, this paper first expounds the connotation of checked baggage, the damage or loss of checked baggage during transportation, and the present situation of passengers' complaints about checked baggage damage. Secondly, it analyzes the reasons of passengers' complaints caused by checked baggage, mainly including: passengers are not satisfied with compensation for baggage damage or loss; Declare that value preservation has not played its due role; The baggage check-in process is not perfect, which makes it difficult to divide responsibilities. Finally, according to the problems, some suggestions and countermeasures are put forward, hoping to provide better baggage check-in service for passengers. Key words: passenger complaints, baggage check, airlines