It’s no fun waiting for your luggage after a flight, but mobile alerts are helping to improve the experience.
Research by air transport IT specialist SITA has found that passengers are keen to have updates about their baggage sent to their smartphone and, where these are available, satisfaction levels have surged.
SITA’s latest Passenger IT Insights report shows that one in four (26%) passengers in 2018 used their mobile device to receive status updates on their baggage at arrival, up from one in seven (14%) in 2017. A majority of passengers surveyed said they would definitely use mobile notifications providing information on baggage at arrival, and a similar proportion said they would use their mobile to track their bags or to report mishandled baggage.
Passengers were also asked how happy they were with the process of collecting their luggage at the airport.
Those who used their mobile to receive updates at baggage collection were 8.6% more satisfied than those who relied on traditional voice announcements or flight information screens for information. In fact, those who relied on traditional voice or screen announcements for updates ranked baggage collection as one of the lowest points in their journey while those receiving mobile updates perceived this step as one where they were most satisfied, SITA reported.
Commenting on the findings, Peter Drummond, director of baggage at SITA, said: “Today airports and airlines are increasingly tracking bags at key points across their journey. While this tracking data is primarily used to provide better oversight of baggage and reduce mishandling, many operators are providing some, or all, of this information to passengers as a mobile service. This is being done either through the airline or airport mobile app or other notifications such as SMS.
“As we have seen from the survey, this service has a tremendously positive impact on passengers’ airport experience. It provides a significant positive boost to the way they perceive their travel, while reducing anxiety around baggage.”