Innovative baggage service guarantee system

BGS Helps Emirates Beijing Terminal Top Global Luggage Service Rankings

On February 10, BGS received a letter of commendation from Emirates Airline. The letter highlighted that, thanks to the meticulous service provided by BGS staff, Emirates’ Beijing hub achieved the world’s top ranking in the January baggage-handling evaluation. In response, the Beijing office of Emirates expressed its gratitude! The “Global Best Baggage Service Evaluation” is a monthly competitive initiative conducted by Emirates among its 119 global hubs, having been implemented since October 2011. The evaluation covers a wide range of criteria with stringent standards, combining professionalism and fairness. All data are aggregated at Emirates’ headquarters, after which the participating hubs are ranked globally. Previously, Emirates’ Beijing hub had achieved the fourth-best result in Asia. In 2012, BGS made baggage services one of its key work priorities, introducing a case-monitoring system and launching regular service evaluations. Every baggage inquiry case—from initiation to closure—is subject to four levels of oversight: front desk, inquiry, warehouse, and shift supervisor—aiming to minimize errors and discrepancies. At the same time, service evaluations are conducted on a team basis, and statistics on both praised service performances and errors are meticulously recorded, yielding remarkable results.