▁b agg age : ▁▁ ▁Gra de ▁ 1 ▁- ▁excellent : ▁ 1 0 0 % ▁of ▁passengers ▁arrive ▁with ▁accomp any ing ▁lug g age ; ▁ ▁Gra de ▁ 2 ▁- ▁good : ▁at ▁least ▁ 9 9 . 5 % ▁of ▁passengers ▁arrive ▁with ▁accomp any ing ▁lug g age ; ▁ ▁Gra de ▁ 3 ▁- ▁ade qu ate : ▁at ▁least ▁ 9 9 % ▁of ▁passengers ▁arrive ▁with ▁accomp any ing ▁lug g age ; ▁ ▁Gra de ▁ 4 ▁- ▁poor : ▁less ▁than ▁ 9 9 % ▁of ▁passengers ▁arrive ▁with ▁accomp any ing ▁lug g age ; ▁ ▁Gra de ▁ 5 ▁- ▁awful : ▁less ▁than ▁ 9 5 % ▁of ▁passengers ▁arrive ▁with ▁accomp any ing ▁lug g age ; ▁ ▁Obviously ▁the ▁numbers ▁will ▁differ ▁according ▁to ▁the ▁s oph istic ation ▁of ▁the ▁air line ▁and ▁its ▁passengers ▁expect ations ▁but ▁the ▁principle ▁remains ▁the ▁same . ▁The ▁levels ▁of ▁service , ▁which ▁are ▁defined , ▁all ▁describe ▁particular ▁out comes ▁from ▁the ▁customers ▁point ▁of ▁view ▁- ▁they ▁do ▁not ▁refer ▁to ▁mechanical ▁issues ▁such ▁as ▁the ▁output ▁of ▁a ▁p ump ▁or ▁the ▁number ▁of ▁times ▁the ▁b agg age ▁handling ▁system ▁breaks ▁down . ▁Each ▁and ▁every ▁aspect ▁of ▁a ▁business ▁should ▁be ▁ass essed ▁to ▁determine ▁which ▁of ▁its ▁functions ▁are ▁appreciated ▁( or ▁not ▁as ▁the ▁case ▁may ▁be ) ▁by ▁its ▁customers ▁and ▁those ▁identified ▁should ▁all ▁be ▁included ▁in ▁the ▁defined ▁Lo