Baggage Reference Manual (BRM)

The Baggage Reference Manual (BRM) is intended to be used as a general reference document for everyone involved in baggage activities. This includes ground handlers, check-in agents, supervisors, claims officers, operations and station managers, training departments, head office personnel, and anyone else dealing with baggage or requiring a better understanding of the big picture of baggage operations and policy.

The BRM contains the latest best practices in baggage operations and policy. By applying these practices, baggage handling can help reduce the number of mishandled bags and related costs, as well as increase customer satisfaction in baggage handling.