In the hustle and bustle of air travel, the journey of a suitcase from check-in counter to carousel has become a central concern for passengers and airlines alike. It’s a logistical dance that, when performed flawlessly, goes unnoticed. Yet when it falters, it leads to dissatisfaction and frustration (to put it mildly).
Modern baggage logistics technology simplifies operations and minimises the scope for error. But that’s not all – these days, passengers can track their bags for greater peace of mind.
Do your customers have this option? Read on to find out how you can make sure they never doubt whether their luggage will be waiting for them at arrivals.
The Evolution of Baggage Handling
To appreciate the current state of baggage logistics, we must consider the past. Not so long ago, the fate of checked luggage was a mystery once it was carried along the conveyor belt, disappearing behind the rubber flaps behind the check-in desk.
Passengers would say goodbye to their belongings and hope to collect it at their destination – yet missed connections, errors in handling, and other logistical nightmares often led to baggage claim anxiety.
In fact, the airport stress survey by Priority Pass found that passengers’ second most pressing concern is losing their luggage – exceeded only by the idea of getting stuck on the way to the airport.
Some of the most common causes for baggage handling errors that were common back in the day included:
- Manual handling mistakes: This includes misreading labels, loading luggage onto the wrong carts, aircraft, or conveyor belts, or incorrectly sorting bags during transfers.
- Mislabelling and tagging errors: If a bag is incorrectly tagged at check-in or if the tag is damaged or falls off, the bag may not reach its intended location.
- Barcode scanning failures: If a barcode tag is damaged, crumpled, or obscured, scanners may not be able to read it properly, leading to misrouting.
- Transfer mistakes: Bags making connections between flights are particularly vulnerable to mishandling. Tight connection times, incorrect routing, or failure to load bags onto the connecting flight can result in luggage being delayed or lost.
- Loading and unloading errors: Improper loading of baggage onto the aircraft can lead to errors. This can be a particular problem when flights are running late and there is pressure to load quickly.
- Faulty conveyor systems: Mechanical issues with these systems can lead to jams or misdirected bags.
- Data entry errors: When data is entered into baggage handling systems incorrectly, misrouting can occur.
- Communication breakdowns: Effective communication between ground staff, gate agents, and the crew is crucial in preventing mistakes.
- Capacity overload: During peak travel times, the sheer volume of baggage can overwhelm the handling systems and staff, increasing the risk of errors.
- Weather and traffic delays: Severe weather or air traffic delays can disrupt the normal flow of baggage handling, causing bags to miss their flights or be misrouted.
Thankfully, things have come a long way since the dark ages of baggage logistics. The introduction of sophisticated technology is aiming to turn the journey of a suitcase into an accurate and transparent process that passengers can monitor with the same level of ease as checking a flight’s status.
And now is the time to act and make use of such technology – global passenger numbers are still on the rise, forecast to reach 7.8 billion in 2036.
As you will see below, baggage handling software minimises the issues above. And most importantly – it helps to ease passenger anxiety.
How Has Baggage Handling Modernised?
Automated systems and new technologies are minimising the risks that were inherent in pre-digital baggage handling processes. And even when bags are mishandled, the digital trail they leave allows for quicker retrieval and resolution.
RFID and Real-Time Tracking
Radio Frequency Identification (RFID) has been a game-changer in baggage logistics and provides better tracking capabilities compared to traditional barcodes. By embedding RFID tags, luggage can be tracked throughout the journey, drastically reducing the chances of luggage getting lost or misdirected.
Real-Time Passenger Communication
The enhancements in baggage logistics have certainly improved customer experiences. The anxiety of lost luggage has been somewhat calmed by the knowledge that a suitcase isn’t lost; it’s simply on an unintended detour.
However, customer satisfaction does not solely depend on this widely known concept; informing passengers about the whereabouts of their luggage is key. After all, having advanced baggage handling software is great in itself, but if it’s not leveraged to keep customers informed, it’s a missed opportunity to win their loyalty.
That’s why we provide a passenger status update app. With its intuitive design, it lets passengers view the live bag status along with flight information updates and flight history details. They can also check at which carousel to collect their luggage from – with an ETA – and if luggage is misdirected, they can add address details for a streamlined delivery. They can also upload images of their luggage for future flights. The outcome of providing the app is greater customer retention and more frequent flyers.
Greater Integration Among Systems
Modern, cloud based software allows for better integration between airline tracking systems, and more seamless communication during transit disruptions. FirstBag, for example, connects with flight schedules and flight information display systems. This provides a single source of truth, making it easier to track progress of open flights and prevent potential misconnections.
Predictive Analytics
Predictive analytics is transforming baggage handling by enabling airlines and airports to anticipate and address potential issues before they lead to errors. By analysing data on historical baggage movement, flight schedules, passenger information, weather patterns, and real-time inputs from sensors and scanners, predictive models can forecast the flow of luggage through various checkpoints and identify potential bottlenecks or delays.
This foresight allows handlers to optimise resource allocation, such as staffing levels and equipment readiness, ensuring a smoother baggage journey. It also enhances the customer experience by providing more accurate baggage arrival predictions and reducing the incidence of lost or delayed items.
In addition, it can inform maintenance schedules for the mechanical elements of baggage systems, preventing failures that cause disruptions. Through these applications, it’s not only improving operational efficiency but also elevating the overall reliability of baggage handling processes.
Robotics
Robots are being used for loading and unloading bags, reducing the physical strain on human workers and increasing efficiency. One example is the use of Automated Guided Vehicles (AGVs) to transport baggage to and from the aircraft.
Conclusion
The modernisation of baggage logistics is the path to reducing customer stress. It streamlines baggage handling operations across the board, ensuring that less errors occur each day.
But what if their anxiety was further minimised by giving them a way to track their luggage every step of the way – and making it easy to retrieve it in the unlikely case of a misdirection?
Actually preventing logistical errors is only part of the solution – keeping passengers informed throughout their journey is the key to ongoing customer satisfaction. To enquire about our passenger status update app or to book a demo, contact us today.
