Within the airline travel industry, a common process that a majority of passengers encounter is the luggage claim process at the beginning and end of their trip. Most people are familiar with a check-in at the ticket counter, the handing over of luggage, and a final pickup when it's over. As a team we decided to choose an event that is familiar to all persons, such as the luggage claim business process, yet complex in its entirety. Our team will evaluate this process within the American Airlines organization located at the Miami International Airport. We are interested in the progression from the moment a customer checks-in luggage at the ticket counter to the instance they are able to pick up their belongings once they've reached their point of destination. The modeling of this procedure is an attempt to provide a behind the scenes explanation of how efficient airlines are managing and executing their processes.
Brief Description of the Organization.
American Airlines (AA) is in the business of providing travel services and maintaining customer satisfaction. Among luggage claim, the company manages a variety of processes on a daily basis including ticket purchases (sales), cargo services (shipping), parts replacement (inventory), and many more. American Airlines is a proven leader in the travel industry that has dedicated much of its focus on exceeding client expectations with such programs as the AAdvantage. Observing that the AA organization has so many years of experience in the execution of daily operations, we feel luggage claim is a process that has much room for improvement. It can be easily overwhelmed by many different situations that could complicate its performance. After conducting our research at the airport and via other sources, we have found this topic proves to meet our needs for project analysis.
II. American Airlines Business Overview.
History of the company.
