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Innovating to eliminate mishandled baggage

Published on  31 May by Barbara Dalibard , Chief Executive Officer, SITA
2 comment(s)
 

Over the past decade there have been real improvements in baggage handling as airlines and airports have adopted new technology. Last year we saw mishandled baggage drop to 5.57 per thousand passengers. But it is still 5.57 too many.

With the IATA’s drive for 100% bag tracking and an acceleration in technological innovation, lost or misdirected baggage could be a thing of the past.

Mishandled bags cost the industry an estimated $2.3bn in 2017 so there is plenty of scope for cost savings to be made in airlines’ investing in end-to-end baggage tracking.

Transfer – the likely point of delay

Approximately 4.65 billion bags are currently handled by industry baggage systems each year. As our appetite for air travel shows no signs of abating, airlines, airports and other stakeholders will have to deal with twice that number in the next 20 years.

The most likely point of delayed baggage during a passenger’s journey is during baggage transfer on connecting flights. Transfer mishandling accounts for 47% of mishandled bags globally, against 15% for bags failing to load and just 5% for lost luggage.

Going forward, airlines will need to ensure that luggage arrives with passengers at their destination, providing smooth transit and an excellent customer experience. As many carriers now charge luggage fees, it is vital they can demonstrate real customer value, while keeping on top of operating costs.

Digital initiatives

Tackling future challenges in passenger efficiencies will not come via bigger airports or creating more complex processes. Instead it will come from exploiting technology to rationalize processes and improve competences, as pointed out by Alexandre de Juniac, Director General and CEO of IATA.

The next big jump in baggage handling improvements will come through digital initiatives, such as providing passengers with real time baggage notifications and fast self-service bag drops. This will be driven by Resolution 753, which is designed to ensure that baggage is tracked from the start to the end of its journey.

Closely linked to the increased use of bag tracking data is the adoption of RFID tagging. Recent adjustments to the way baggage messages reference bags has removed a major hurdle to implementing RFID tagging. The ability to collect data from an RFID tag will provide more valuable insight into a bag’s journey and will help streamline the process and make it more efficient.

IATA Resolution 753 mandatory tracking points

On the cusp of change – smart baggage handling

We are undoubtedly on the cusp of great changes. The analysis of end-to-end baggage data tracking will be able to pinpoint where operational improvements can be made.

Looking to the future, artificial intelligence (AI) and machine learning will help make further advances in baggage handling, reducing costs and enhancing the overall passenger experience. This will include autonomous baggage handling from start to finish without human intervention, for example.

Of course, we cannot expect technology to revolutionize baggage handling overnight. But airlines, their partners and passengers will quickly start to see the benefits of bag tracking data as its capabilities filter into the value chain. In the next couple of years, services such as real-time notifications and fast self-service bag drop will become the norm.


Want to know more?

Register for the free SITA-ATW webinar, 19th June: 'Tracking bags - a turning point in 2018'.

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  • Published on 08 June 2018 02:04 AM by MUGUET CASTILLO
    FILE REFERENCE: LISAF31313 CREATED DATE: JUNE 5, 2018 . TODAY DATE: JUNE 8, 2018 AFTER I LOST SO MANY TIME AND PHONE CALLS (5 INTERNATIONAL CALLS, that my hotel will charge me for) THIS WAS THE ANSWER I GOT FROM YOU. BTW I GOT TO YOUR WEB PAGE FROM THE CENTER IN LISBON, PORTUGAL. ON WEDNESDAY NIGHT AROUND THE CLOSED TIME THE PERSON WHO RECEIVED MY CALL TOLD ME THAT BECAUSE OF THE BAG WAS LEAVING MADRID TO TRAVELED TO PAMPLONA, SPAIN; THEY CAN'T HELP ME ANY MORE, SO I HAVE TO FOLLOW MY BAG THROUGH YOUR WEB PAGE. Your Answer: thank you for filling out our online form on sita.aero. SITA cannot comment on individual airline processes as they all have different manual and automated processes that may or may not be using some or all of our services. You should contact the airline or airline representative. I m sorry not to have better answer for you. Thank you, Best regards, Peter Galata SITA *********************** Comments:MY BAG WAS LOST DURING MY FLIGHT FROM JFK-LIS ON 06/04/2018(I'm sure it arrived to JFK because me & my daughter saw our bag getting off the plain, actually we see how they confused our bag in the process of selecting the bags. AS SOON AS I ARRIVED TO LISBON AIRPORT I REPORTED MY BAG AS MISSING. A DAY LATER I ARRIVED TO MY HOTEL(HOTEL TRES REYES) IN PAMPLONA, SPAIN HOPING TO FIND MY BAG THERE WAITING FOR US. BECAUSE I'M TRAVELING ALL THAT LONG WAY FOR THE WEDDING OF A DEAR DAUGHTER FRIEND.. AS SOON AS I ARRIVED TO HOTEL TRES REYES AND ASKING FOR MY BAG, I DISCOVERED THAT IT WASN'T THERE, I GOT IN CONTACT WITH THE PHONE NUMBER THEY SUGGESTED I SHOULD CALL IF MY BAG WASN'T WAITING FOR ME AT THE HOTEL.. AFTER 4 INTERNATIONALS CALLS FROM SPAIN TO PORTUGAL(CALLS THAT THE HOTEL WILL CHARGE ME FOR, OF COURSE.....) YESTERDAY AFTERNOON AND NIGHT; THEY ASKED ME TO GO INTO THE WEB PAGE(WORLDTRACER AF) BECAUSE THEY WERE CLOSING FOR THE DAY(11PM PORTUGAL TIME). HONESTLY THE INFO IN THE WEB PAGE DIDN'PTN HELP ME AT ALL. FINALLY, BECAUSE I WAS EXHAUSTED, I HAD BEING TRAVELING FOR 2 DAYS - I LEFT HOME AT BOCA RATON, FLORIDA AT 11AM TO FFL AIRPORT TO TRAVEL FROM FFL-JFK(DL2286 JUN 4.2018, JFK-CDG(AF4081 JUN 4,2018), CDG-LIS(AF1624 JUN 4,2018), OVERNIGHT TRAIN FROM LIS TO MADRID(JUN 5,2018) THEN BUS FROM MADRID TO PAMPLONA, SPAIN JUN 6,2018) I FALLEN SLEEP. THIS MORNING THE 1ST THING I DID WAS CALL HOTEL RECEPTION TO FOUND OUT IF MY BAG HAD ARRIVED, I RECEIVED THE UNFORTUNATE NEWS THAT IT WASN'T. SO I WENT AGAIN TO THE PHONE( ANOTHER INTERNATIONAL CALL(PAMPLONA, SPAIN - LISBON, PORTUGAL, THE HOTEL WILL CHARGE TO ME........OF COUSE) THEY TOLD ME THAT UNFORTUNATELY MY BAG DIDN'T GET INTO THE FLIGHT LIS-MADRID LAST NIGHT. SO IT WILL FLIGHT TODAY FROM LIS TO MADRID AND THEN FROM MADRID TO PAMPLONA. AFTER IT ARRIVED TO PAMPLONA THEY CAN'T TELL WHEN IT WILL BE AT MY HOTEL. I ASKED THEM HOW CAN I MANAGED TO EXPEDITE THAT BECAUSE TONIGHT IS MY FRIEND DAUGHTER'S WEDDING, AND ASKED TO ADD A NOT TO MY CASE TO LET THEM KNOW THAT ME TRIP IS I RISK TO BE A COMPLE DISASTER BECAUSE THE CLOTHS ME & MY DAUGHTER(BTW SHE IS TRAVELING WITH ME) WILL WERE TONIGHT IS IN THIS BAG??
  • Published on 08 June 2018 01:13 AM by MUGUET CASTILLO
    Dear Mrs. Dalibard, I'm so happy(Because I'm Computer Engineer with specialization in AI, Class 1982) to know that you are using the state of the art in technology to manage the luggage missing problem. Nevertheless I have to show you how the HUMAN FACTOR still makes HUGE ERRORS that transforms a 100% satisfaction experience in a 100% dissatisfaction experience. Last Monday, June 4, 2018, I traveled from Fort Lauderdale, FL airport(FFL) to New York JFK airport(JFK)(DL2286 June 4, 2018). Before me & my daughter(who BTW was traveling with me, and BTW her bag was the one STILL MISSING(Today is Jun 8, 2018)) got off the plain; she saw with surprised that her bag had been missed place in the cart that take the luggage to the Baggage Claim. We were so distracted looking to the process of organizing the luggage, hoping that in someway the guy that was selecting the luggage-with a list in his hands-realized that a bag somehow had been missing, that we forget that we have to go out the plain. The fly attendant came to us asking if we were find. We explain her what we saw with one of our bags. She very politely told us not to worry and let the guys(2) finish their work and asked us to had confidence in them. Nevertheless because we didn't want to arrived to our destiny without a bag-we were traveling to my best friend daughter's wedding in Pamplona,Spain-; as soon as we get off the plain we when to report what we saw, unfortunately we were unable to have the incident record. So we decided to be optimistic and thought that the problem should be solved already. Finally when we arrived to Lisbon(AF1624 June 5,2018) and the bag didn't appear we realized that our initial thoughts were true. I hope to have my bag back today before the wedding!!!!!!........ lets see
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