Baggage & Claims-Status AI Agent

What this agent does

Reports the status, never settles the claim

Ingesting the claim file, the mishandling report, the scan history and the carrier's published terms.

Normalising the times recorded on the file, so a clock runs from the event and not from the enquiry.

Reason

Establishing whether the itinerary is domestic or international, because that selects the whole regime.

Surfacing the notice window that applies to this claim, unprompted, whenever the passenger is answered.

Naming the fee-refund trigger for this itinerary type rather than quoting one threshold for all of them.

Decide

Flagging any question of value, coverage or liability the agent must not answer on its own.

Routing the claim to the named baggage desk, which decides anything the passenger is owed.

Out

Retaining the file, the times, the flags, the desk's amendments and the answer given to the passenger.

Executing write actions only inside the approval boundaries agreed during implementation.

→ Product statement

The agent reports status and watches the clock; the baggage desk decides what a claim is worth, and the treaty and the carrier's terms set the limit.

Example workflow

One claim, report to answer

AgentHuman

1Claim openedMishandling report, desk enquiry, call, chat or tracing update

2File assembledScans, recorded times, itinerary sectors, fees paid and the regime the journey sits under

3Status readStatus, the window that applies, confidence

4Controls appliedRegime selection, window tracking, fee-refund trigger checks and confidence threshold

No human action required

Stages 1 to 4 run unaided, and nothing is settled at any of them — the agent is reporting, and the claims desk's lane opens at the confidence gate.

5DecisionBranches at the confidence threshold

High confidence

Goes to the claims desk to release.

Low confidence

Adds a baggage-manager read first.

Claims desk answer

The answer is held with the times on the file, its flagged lines and the confidence.

Release · Amend · Send to the claims desk

Released — the answer goes back▼

6Claim systems updatedOnly where write access and approval policy allow it

7Outcome evaluatedAnswer corrections, flagged-line outcomes, missed windows and post-answer amendments

Amendments

Every desk amendment is counted in the evaluation.

What should not run autonomously

Human approval stays in control

Outside the boundary — human approval required8 items

Settling a claim, or agreeing what it is worth.

Stating that a claim is approved or is covered.

Telling a passenger a bag is found or en route.

Filing the mishandling report for the passenger.

Automation boundaryAgent acts unaided

✓Report the status recorded against the file, and its time for the named owner.

✓Surface the notice window that applies, before it closes.

✓Name the fee-refund trigger that fits this itinerary type into the review queue.

✓Route the claim to the baggage desk, and log the answer.

Any write happens inside the boundaries agreed at implementation, never ahead of approval.

Extending, tolling or waiving a filing deadline.

Valuing contents, or accepting a proof of loss.

Making a delivery commitment from a scan alone.

Changes to window, threshold or answer rules.

Example output

One claim, annotated

Everything the agent reports is attached to the claim file it was read from.

Claims-status output · single fileIllustrative example

Claim

Reported line

Fee refunded

Source of record

Confidence

Attribution

Delayed checked bag

Checked-bag charge refunded — this is not payment for the loss

$40.00

Mishandling report

90%

Carrier terms and the treaty

As receivedTaken from the claim file and the scan history on record — nothing on this side is written by the agent.

Source records used Mishandling report Handler scan history Carrier published terms

Why this wordingIt refunds the bag charge and says so and a person still decides.

ActionReleaseAmendSend to the claims desk

What the score decidesBelow the configured threshold the answer picks up a baggage-manager read.

Value

Where AI adds value

The same four claims, placed at the point in the workflow where each one applies.

Where the value landsValue 01 – 04

Every claimFrom the claim file

03Reporting

Report from the file

Draw on the recorded scans and times and the regime rules configured for that itinerary.

01Approved path

Watch the clock for them

Routine status questions arrive already answered with the window on them.

02Human review

Send review to the contested claims

Flagged value questions and low-confidence readings are marked, so the desk's read starts where risk concentrates.

04Build an evidence trail

The claim, the times recorded against it and the person who answered stay on the file.

Integrations

Typical integrations

Five system groups connect to the same agent. Which of them are in scope is decided in discovery.

Baggage systemsSITA BagJourney · BagManager
WorldTracer · Type B messaging

Reservation systemsAmadeus Altéa · Sabre
Navitaire · Radixx

Ground and handlingHandler systems · scanners
Sorter and load feeds

Agent

Baggage and claims status

Reads the file
Watches the window
Holds for the desk

Claims and paymentsClaims platform · CRM
Refund engine · ARC

Observability & evaluationOpenTelemetry · Langfuse
Supported monitoring/evaluation sources

Integration availability depends on the client's existing systems and API access.

Agent controls

Six layers between the model and the passenger

Every control encloses the next. What survives the set is named in the map below.

L6 · Outermost — last line of defenceInward → L1 · closest to the model

L6Rollback / safe modeFall back to tracing status when evaluation or production signals degrade.Roll back

L5Version monitoringTrack model, prompt, window-rule and regime-configuration changes.Track

L4TraceabilityRecord the claim file, the reading, the times, the flags and the answer time.Record

L3Claims desk answerHold answers for the named claims desk; it governs release, not whether a released answer is right.Gate

L2Policy guardrailsTest readings against configured regime, window and fee-refund rules; a failure returns the reading.Restrict

L1Confidence thresholdsRoute low-confidence readings to a baggage-manager read before release.Require review

Model coreReading produced — status, the window that applies, flagged lines and confidence

L1 – L2Test whether an answer may stand

L3Puts the release in the claims desk's hands

L4 – L5Hold the claim and the times recorded on it

L6Falls back to tracing status when signals degrade

How Nestack evaluates it

Evaluate the claims workflow — not only the sentence at the end.

Coverage runs the whole depth of the workflow, and every layer is cut by slice.

Surface — the answer the passenger hears

Depth of coverage ▼

E1Final-output evaluationDid the answer carry the notice window that applies to this claim?

E2Step-level evaluationDid the agent use the right regime, scan history and recorded times?

E3Tool evaluationDid it read and write the correct claim file and the correct sector?

E4Confidence calibrationDo low-confidence readings actually attract more desk amendments?

E5Slice evaluationHow does performance change across specific claim types?

E6Business outcomeHow many answers needed a desk amendment or a correction afterwards?

Floor — the answer the carrier is held to

Failure modes

Where each failure originates in the agent

Seven ways a claim goes wrong, at the stage it starts.

Agent lifecycleDirection of processing →

01 · Retrieval1 mode

CW-03

Stale tracing signal

A scan is read as a place the bag has already moved on from.

Stage gathersClaim file, scans, recorded times and regime rules

02 · Reasoning2 modes

CW-04

Clock read from the enquiry

The window is counted from the question, not from the event.

CW-06

One threshold for all

A single delay threshold is applied across every itinerary type.

Stage proposesStatus, the window that applies and confidence

03 · Tool / write2 modes

CW-02

Reassurance late in the window

A soothing update goes out with the window about to close.

CW-05

Fee refund read as settlement

A refund of the bag charge is described as payment for the loss.

Stage writesOnly where write access and approval policy allow it

04 · Output1 mode

CW-01

Delivery implied from a scan

A positional read is stated to the passenger as an arrival.

Stage returnsThe answer the desk releases and the carrier is held to

05 · Change / Version1 mode

CW-07

Silent window-rule regression

A model or rule change widens what the agent will assert.

Stage tracksModel, prompt, window rules and regime config

Sev-1 · a claim answered off-boundary Sev-2 · a window passes unstated Sev-3 · source degrades, claim routes to review

See the complete Travel & Hospitality failure-mode catalogue →

Affected slices

One claim type can carry the whole rate

Read every row against the base rate underneath it. Domestic single-carrier claims are the floor here and each other cohort is a multiple of that floor The cohorts that carry it are named, not averaged away..

Slice performance — reported separately, not only in aggregateIllustrative example

Slice	Failure rate	Lift	Status
International itineraries	8.3%	3.4×	Review
Damage claims	6.4%	2.6×	Review
Interline journeys	4.4%	1.8×	Watch
Domestic single-carrier	1.5%	0.6×	Normal

Bar: desk-amendment-rate lift vs. domestic single-carrier baseline · scale 0–4.0× · tick marks the 2.0× review threshold 2 of 4 slices over threshold

Evidence-linked improvement

Every cycle ends by adding a test

The loop closes on a case the next release must pass, not on an explanation. That suite is what the next claim answered at the desk is measured against.

Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn

01Detect

Desk-amendment rate rises in a claim slice.

02Diagnose

Within the same week the claims and the times recorded on them are read together, until the cause narrows to one.

03Improve

The fix is versioned with the claims that motivated it.

04Verify

Nothing ships while an affected case is failing.

05Learn

The case is added for good, and the claim rules change.

Learn → DetectThe return edge. Detection next time runs against a suite one case longer.

Typical build scope

Twelve workstreams across six weeks

The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, claims workflow, evaluation, integration, then production validation and handover.

Workstream Week 1Week 2Week 3Week 4Week 5Week 6

01Claims workflow discovery and boundary definition.

02Baggage and tracing source assessment.

03Notice-window and fee-refund rule mapping by regime.

04Claim-file ingestion and normalisation.

05Window tracking and status binding.

06Confidence scoring and claim routing.

07Claims desk answer workflow.

08Baggage-system integration.

09Notice-window regression cases.

10Guardrails and answer controls.

11Claim-trail instrumentation.

12Deployment, documentation and Agent Care handover.

12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel Final scope and sequence confirmed in discovery

Engagement tiers

What each tier includes

Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.

Capability✓ in scope · — not at this tier PilotOne carrier, one station ProductionProduction baggage systems AdvancedMultiple carriers / stations

Introduced at Pilot

Reporting to your files and regimes✓✓✓

Claims desk answer✓✓✓

Answer-accuracy baseline✓✓✓

Introduced at Production

Reporting by claim type—✓✓

Approval workflow in your systems—✓✓

Approved write-back—✓✓

Baggage-system integration—✓✓

Introduced at Advanced

Multi-regime window rules——✓

Multi-stage claims approvals——✓

High claim volume——✓

Multi-carrier claim controls——✓

Build price From $5,000 From $8,000 Custom quote

Final build priceConfirmed after discovery based on integrations, workflow complexity, claim volume, approval controls and deployment requirements.

Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.

What we need from you

What you bring, and what we build with it

Each input maps to a piece of build scope and a week in the delivery timeline.

You bringWe build with it

01Your claim files and the times you record → Claim-file ingestion and time mappingWeek 1

02Claims you have already answered → Reporting baseline, window tracking and status bindingWeek 2

03Your regime scope and carrier terms → Notice-window and fee-refund rule mappingWeek 1

04Access to relevant APIs, feeds or exports → Baggage, tracing and claims assessment, then integration setupWeek 2

05Answers you would not want relied on → Window cases and the evaluation suiteWeek 4

06What no answer may settle → Confidence scoring, flag routing, guardrails and answer controlsWeek 3

07Named baggage staff to release answers → Claims desk answer workflow, then pilot and production validationWeeks 5–6

Nothing else is required Deployment, documentation and Agent Care handover are ours.

Delivery timeline

Four phases across six weeks

Each phase occupies the weeks it needs, so the fifth week carries two kinds of work.

Phase W1W2W3W4W5W6

Discovery W1

Build W2 – W3

Evaluate W4 – W5

Pilot & Launch W5 – W6

Week focus W1Claims workflow discovery, window mapping and the automation boundary W2Source integration and the reporting baseline W3Claims workflow, confidence logic and answer controls W4Notice-window cases, held-act guardrails and failure-mode testing W5Baggage-system integration, pilot claims and targeted corrections W6One claim cycle answered under the baggage desk, then handover

Reading the bandA bar covers the weeks its work is named in, and nothing else. The week 5 overlap is real, not padding.

At the end of W6The cycle closes validation and Agent Care assumes monitoring.

DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.

Next step · Travel & Hospitality AI agent

Build a claims-status agent that watches the clock for the passenger.

Miss the window for damage, or the separate window for delay, and no action lies against the carrier at all — which makes a soothing update late in the window the harm rather than the help. Bring your claim files, your tracing feed and the carrier terms you answer under, and we will map where each clock starts and who answers.

Discuss this agent →

Nestack Agents · Baggage and claims statusAGT-TH-10 · Agent Care available after launch