Moscow, Russia | December 16, 2013–

Moscow Domodedovo Airport has become the first in Russia and the CIS to install self-service WorldTracer Kiosks. Provided by air transport IT and telecoms specialist SITA, they enable passengers to report delayed bags without having to wait in line for an agent.

Passengers simply scan the bag receipt barcode on a kiosk located in the arrivals area to file a missing bag report. This fast and efficient reporting reduces the time it takes for a delayed bag to be reunited with its owner.

The kiosks are linked to WorldTracer, the global tracing system for mishandled baggage which matches found bags with lost bag reports. It provides a faster and more cost-effective way of reuniting passengers with their bags. SITA’s industry-leading Baggage Report, which reports the industry’s bag-handling performance, showed this year that the number of mishandled bags globally has dropped 44.5% over the past six years. In 2012, the industry mishandled only 8.83 bags per 1,000 passengers.

Domodedovo Airport Director, Igor Borisov, said: “The system of self-registration of lost baggage is an important element of the program for service development. Innovations like WorldTracer kiosks allow us not only to maintain the leading position, but also to ensure faster development of the airport”.

SITA has provided its world-leading IT and telecoms solutions to Domodedovo Airport for more than 20 years. As well as WorldTracer Kiosks, SITA provides Domodedovo with its BagMessage andBagManager products which ensure that outbound bags are processed quickly and efficiently so that they can be loaded on the correct departing flights. Domodedovo was also one of the early adopters of SITA self-service check-in kiosks.

Dmitry Krasnov, Vice President Russia and CIS, SITA, said: “Domodedovo’s implementation of more self-service technology is an important step in the airport’s development to improve the passenger experience. IATA’s ambition is for airports and airlines to give passengers as much control over their journey as possible and Domodedovo is at the forefront of these exciting developments.”

Moscow Domodedovo Airport has more passengers than any other airport in Russia and across Eastern Europe. Since 2010 it has been consistently ranked as the best airport in Eastern Europe by Skytrax. The airport plays host to 83 airlines, flying to 239 destinations across the world.

 

Kuala Lumpur| November 20, 2013–

Malaysia Airlines has halved the average processing time for mishandled bag claims with a new WorldTracer tablet application from SITA, the air transport IT specialist. Armed with iPads, Malaysia Airlines agents at Kuala Lumpur International Airport are bringing SITA’s global service for tracing bags and managing missing bag claims directly to the baggage belts.

Dato’ Mohd Salleh Ahmad Tabrani, Director of Customer Services Division, Malaysia Airlines, said: “In the unfortunate case that passengers arrive without their bags, they want immediate action. With SITA’s new tablet application, we can proactively manage baggage claims from anywhere in the airport. The whole process takes around five minutes, half the time customers normally spend finding the right counter and filling in forms on desktop terminals.”

Using WorldTracer on a tablet, airline agents can check the status of a missing bag, file a report for a delayed or lost bag, and print the passenger a receipt. Passengers no longer need to fill in forms because the agents simply scan their bag tags and boarding passes to retrieve the necessary information.

Matthys Serfontein, Vice President, Airport Solutions, SITA, said: “Our annual Baggage Reportshows that effective bag management plays an important role in improving passenger satisfaction. At SITA, we continually work with partners like Malaysia Airlines to develop and pilot new technologies that provide the best baggage handling tools available.”

SITA’s technology research arm, SITA Lab, designed the new tablet application in close collaboration with SITA baggage experts. The application draws on both commercial and open source software libraries to quickly scan boarding passes and bag tags using the tablet’s scanner, so no external scanner is necessary. In addition, it integrates several application program interfaces (APIs) from SITA’s developer.aero platform for air transport industry developers.

SITA has led the air transport industry in baggage tracking and tracing solutions for more than 20 years. Today, more than 150 airports and 500 airlines worldwide use its baggage management solutions. By facilitating communications between airlines and local baggage handling and reconciliation systems, SITA ensures that bags reach their correct destination. Its proprietaryBagMessage system delivered more than 1.5 billion messages between airline departure control systems and automated baggage systems in 2012. Each year, more than 2,200 airport locations useWorldTracer, SITA’s baggage tracing system.

According to the ninth annual SITA Baggage Report, airline baggage handling improved last year with the rate of mishandled bags dropping 1.78%. In 2012, the air transport industry mishandled 8.83 bags per thousand passengers, down from 8.99 in 2011. The industry achieved this improvement despite a 4.5% rise in passenger numbers to 2.95 billion; higher passenger volumes inevitably increase pressure on airport baggage operations.

Malaysia Airlines will pilot SITA’s WorldTracer tablet application for six months.