Have you received a file from a Star Alliance carrier asking you to handle it to conclusion? Are you overworked and don't know if you should take on another file or send it back? Answer these questions to help you decide the right handling for your file.
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Is the file a claim for delayed, damaged, or pilfered baggage?
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NO
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NO
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YES
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Did the carrier who sent the claim participate (as operating carrier) in transporting the customer, regardless of whether they are part of the original itinerary, on either the outbound or the return?
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NO
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Is UA the delivering carrier?
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YES
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Please send the file back to the claim receiving carrier and ask politely that they handle to conclusion on their side. If they require copies of any reports or documentation, please provide it to them.
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Should you accept this file for handling?
