In the recent years, Schiphol airport has witnessed a considerable increase in the number of arriving passengers, gradually challenging its baggage reclaim capacity and comfortability. In order to maintain its status as a leading airport and meet long term demand, Schiphol Airport raised the question of how the baggage reclaim can be a part of the overall positive flight experience. Targeting this issue, we developed Fline. a family of chatbots who provide passengers a personalised assistance in every of their steps relieving their baggage worries.