Using the new mobile service, agents can trace and rebook bags faster and on the spot

Euro Air Transport IT Summit, Hamburg | October 17, 2017–Airport operator Fraport has significantly speeded up the repatriation of delayed or mishandled bags to passengers at Frankfurt Airport, with the introduction of SITA’s WorldTracer® Tablet.

WorldTracer® Tablet provides a fast, mobile way to trace and return mishandled bags at arrivals and during period of disruption. Agents can roam the baggage hall, capturing details of missing bags in front of the passenger, delivering a better passenger experience and avoiding queues at traditional baggage desks.  Passengers are provided with a printed receipt from mobile printers or sent electronically to SMS or email addresses, on the spot. Agents can also log and print new “rush” bag tags and quickly get mishandled bags onto flights to their intended destination during periods of disruption, eliminating potential delays.

The service is an extension of SITA’s WorldTracer®, a global reporting and matching service of found bags to passenger lost bag reports used by more than 460 airlines and ground handlers in more than 2,800 airports globally.

Anke Giesen, Executive Director Operations at Fraport, said: “Losing one’s bag while traveling is never a pleasant experience and one we at Fraport have worked hard to avoid. However, in those rare situations where bags are delayed or mishandled, it is important that we find and return the bag as quickly as possible. WorldTracer® Tablet allows our agents to respond faster and in a proactive manner. That is having a profound impact on customer satisfaction.”

Sergio Colella, SITA President for Europe, said: “Technology has played an instrumental role in halving the number of mishandled bags over the past 10 years. Yet there are still occasions where bags are delayed due to weather or other disruptions. This is where WorldTracer® Tablet can add tremendous value in making sure that passengers are quickly and effectively reunited with their bags.”

WorldTracer® Tablet’s intuitive interface runs on top of the WorldTracer® Management Module. The service uses standard iPad tablets, which are connected to handheld scanners and Bluetooth printers for faster passenger processing.

  • SITA reports baggage mishandling rate down 10.5% to lowest ever recorded

Geneva | April 26, 2016– The airline industry’s focus on improving baggage management is showing strong results with 2015 baggage mishandling rates dropping to their lowest ever. According to the SITA Baggage Report 2016, released today, the rate of mishandled bags was 6.5 bags per thousand passengers in 2015, down 10.5% from the previous year, less than half the rate in 2003 and the lowest ever recorded.

This improvement comes despite an 85% rise in passenger numbers since 2003. Increasing passenger volumes put pressure on the industry’s infrastructure, resources and baggage handling systems. Last year more than 3.5 billion passengers travelled and with no sign that this growth will slow down, the industry is making step-changes to how it handles baggage. The International Air Transport Association (IATA) is leading the way with its call for airlines to track each bag throughout its entire journey. IATA Resolution 753, to be implemented by airlines by June 2018, will mean that bags will be tracked at every point of the journey.

Francesco Violante, CEO, SITA, said: “Over the next three years bag tracking will be in the spotlight as airlines ready themselves to implement IATA’s Resolution 753. This increase in visibility will provide more control and drive further improvements in bag handling.

“It also means that passengers will be able track their bag, just like a parcel, which will reduce anxiety and allow them to take fast action if flights are disrupted and their bags are delayed.”

Another area of change identified in SITA’s report is the growth of self-service bag services. Around 40% of airlines and airports now provide self-bag-tag printing at kiosks and more than three quarters are expected to do so by 2018. Almost a third of passengers expect to be using bag-drop – either a dedicated staffed station or fully self-service – in 2016.

How bags are tagged for their journey is also evolving. Over the past year there has been progress across the industry on permanent electronic tags which offer passengers independence and can reduce waiting times. Airlines are now trialing these tags which passengers update with their flight information for each journey via a mobile phone app. Home-printed bag tags, which offer passengers similar benefits, are a lower cost option being used by several airlines today.

Violante added: “The baggage statistics for 2015 are very encouraging, however in total, mishandled bags still cost the industry $2.3 billion last year. While this is a 3.75% reduction from 2014 it is clear that this must remain an area of focus for the industry. Passenger experience is paramount and improving baggage handling will deliver improvements for passengers along with cost savings. The technology is available to support increased tracking and improved tracing and SITA is working across the air transport community to deliver efficiencies.”

SITA has led the air transport industry in providing baggage tracking and tracing solutions for the air transport community for more than 20 years. Today, more than 200 airports and 500 airlines worldwide use its baggage management solutions. By facilitating communications between airlines and local baggage handling and reconciliation systems, SITA helps ensure that bags reach their correct destination. Its proprietary BagMessage system delivers more than 2.5 billion messages between airline departure control systems and automated baggage systems annually. And more than 2,800 airport locations use WorldTracer®, SITA’s system which traces mishandled bags globally.

For further details download SITA’s full report.

  • SITA’s BagJourney Offers Cost Effective, Global Bag Tracking

Abu Dhabi | May 18, 2015– Etihad Airways, the national airline of the United Arab Emirates, has chosen air transport IT specialist, SITA, for end-to-end baggage tracking services. Powered by SITA’s Air Transport Industry Cloud, SITA‘s new BagJourney service gives the airline a cost-effective and accurate way to track passengers’ bags anywhere along their journey, from check-in to the destination airport.

Etihad Airways’ Chief Information and Technology Officer, Robert Webb, said: “We are always looking for ways to improve the guest experience, and we know that delayed luggage is a major pain point. With SITA’s BagJourney, we can follow guests’ bags through every stage of their travels, which helps reduce mishandling and delays. We can also provide the latest baggage tracking information to crew while they are on the move via CrewTablet, our tablet application for crew operations, so we can address any problems more quickly.”

BagJourney uses baggage data that passes through SITA’s global, fully-managed baggage message and distribution service, BagMessage, and provides it to Etihad Airways via a web application programming interface. This information can then be shared as needed with Etihad Airways’ crew and airport staff. In the future, the airline could also extend this service to guests so they can follow their own bags via a smartphone app. BagJourney is also integrated with SITA’s global bag tracing and matching solution, WorldTracer®.

Hani El-Assaad, SITA President for the Middle East, India and Africa, said: “With BagJourney, Etihad Airways will be able to track passengers’ bags no matter where they are in their journey. So even if bags are delayed, they can easily see the bag status and can proactively notify passengers. According to our 2014 Passenger IT Trends Survey, collecting baggage at the destination is the most frustrating travel step for passengers globally, with 27 per cent of passengers wanting significant improvement. So it is important that all airlines continue to invest in baggage technology, especially as rising passenger numbers put more pressure on baggage operations.”

According to SITA’s 2015 Baggage Report, the rate of mishandled bags[1] in 2014 was 7.3 bags per thousand passengers, down from a peak of 18.88 bags per thousand passengers in 2007. Baggage tracking is set to improve further in coming years as a as a result of IATA Resolution 753: Baggage Tracking. The resolution, which goes into effect in 2018, requires IATA members to “maintain an accurate inventory of baggage by monitoring the acquisition and delivery of baggage.” By using BagJourney, Etihad Airways is already meeting this requirement.

SITA has led the air transport industry in providing baggage tracking and tracing solutions for the air transport community for more than 20 years. Today, more than 200 airports and 500 airlines worldwide use its baggage management solutions. By facilitating communications between airlines as well as local baggage handling and reconciliation systems, SITA helps ensure that bags reach their correct destination. Its proprietary BagMessage system delivers more than 2.5 billion messages between airline departure control systems and automated baggage systems annually. And more than 2,800 airport locations use SITA’s WorldTracer system for tracing mishandled bags.

  • SITA reports baggage mishandling is lowest ever recorded

Barcelona, Spain | March 26, 2014–n Airline baggage delivery hit an all-time high in 2013, with the mishandling rate dropping more than 21% from 2012, according to air transport IT specialist, SITA. The 10th annual SITA Baggage Report  today reported that the rate of mishandled bags* in 2013 was 6.96 bags per thousand passengers. This is just half the rate reported 10 years ago, despite a 65.6% increase in passenger numbers over the same time period.

From 2012 to 2013, the rate of mishandled bags dropped 21.2%, and the total annual cost of mishandled bags to the industry fell 19.9%. Today, the annual cost of mishandled bags is 50% less than in 2007, when the number of mishandled bags peaked at 18.88 bags per thousand passengers. The industry has achieved this improvement even as passenger numbers rose more than 5% in 2013 to top three billion passengers globally.

Francesco Violante, CEO, SITA, said: “The industry has joined together to tackle the problem of mishandled bags, and we have seen great results. There is still more work to do, but 2013 was the best year ever, showing the benefits of this collaboration.

“As the community provider to the air transport industry, SITA continues to invest in innovative technologies to drive the mishandling rate still lower. This includes self-service solutions for passengers such as self-service bag-drops and our BagJourney application programming interface, which provides end-to-end baggage tracking for integration into airline and airport systems, such as smartphone and tablet apps.”

In 2013, passengers reported 21.8 million mishandled bags. More than 81% of these were delayed bags, with baggage transfers between flights as the leading cause. Although transfer bags remain a challenge for the industry, performance in this area continues to improve.

In 2013, transfer bags accounted for 45% of delayed bags. This is 23.2% lower than 2012. Improvement in transfer performance in recent years has been helped by greater messaging reliability, which enables bags with short connection times to be identified before they arrive at the airport. Better segregation of these “hot bags” in the aircraft and smart mobile devices, such as tablets for key operational staff, have also played an important role.

SITA has led the air transport industry in baggage tracking and tracing solutions for more than 20 years. Today, more than 200 airports and 500 airlines worldwide use its baggage management solutions. By facilitating communications between airlines and local baggage handling and reconciliation systems, SITA helps ensure that bags reach their correct destination. Its proprietary BagMessage system delivered more than 1.8 billion messages between airline departure control systems and automated baggage systems in 2013. And more than 2,800 airport locations use WorldTracer®, SITA’s system which traces delayed and mishandled bags globally.

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.