WorldTracer® Bag Mate is SITA’s managed service that takes full ownership of the baggage mishandling process for the airline—from the moment a passenger reports a problem to the bag’s return, repair, or compensation. It combines automation with clear processes and human expertise to resolve issues faster, keep passengers informed, and protect your brand.
People: human agents working together with AI
At the heart of Bag Mate is a hybrid support model:
- AI Agents: smart, fast, always on.
- SITA-trained Human Agents: empathetic, multilingual, and accredited
Process: end-to-end, from file to fix
Bag Mate manages the entire mishandled bag journey:
- File creation in WorldTracer
- Primary and secondary tracing
- Geo-tracking and last-seen updates
- Baggage reflighting and last-mile delivery
- Repairs, compensation, fraud checks
- Integration with customs declaration
Technology: smarter data, seamless experience
The engine behind Bag Mate is Bag Genie, an AI-powered orchestration layer that connects everything—people, systems, and data—into one unified process.
Bag Genie taps into:
- WorldTracer: the industry’s gold standard for baggage mishandling
- BMS, CRM, DCS, ITSM systems: wherever data helps resolution
- Omnichannel comms: SMS, email, voice, web apps
Supported by SITA Global Services
SITA WorldTracer® Bag Mate is supported by SITA Global Services (SGS), which provides global business continuity through a flexible service model. Our monitoring service ensures your IT systems are reliable and available, around the clock and around the world. Our experts proactively monitor your infrastructure, identifying and resolving problems before they impact your business.