BUSINESS PROCESS TRANSFORMATION
Extra Baggage Request Transformation
Business challenge
Special and oversized baggage requests required manual evaluation involving multiple operational teams. Aircraft-specific acceptance criteria were maintained outside the core system, and the average response time to a request was approximately 120 minutes. The process created operational dependencies and delayed responses to customers.
Role & responsibilities
As the Business Analyst, I owned the end-to-end business analysis of the transformation. My responsibilities included analyzing the existing process, defining the target operating model, gathering and clarifying business rules, documenting functional requirements, and aligning stakeholders on the proposed solution.
Technologies & approach
The process was redesigned by embedding aircraft-specific baggage acceptance rules directly into the airline's core system. Automated evaluations considered relevant baggage dimensions and operational constraints, replacing manual checks and reducing the need for coordination across multiple teams.
Business impact
The average request response time decreased from approximately 120 minutes to 5 seconds, making the process around 1,440 times faster. The transformation reduced manual handoffs, improved decision consistency, and enabled significantly faster responses to special baggage requests.