IATA launches global roadmap to modernize baggage operations
Developed in collaboration with airlines, airports and industry partners, the roadmap sets out a clear path to improve operational efficiency and traveler satisfaction
Luggage is important to travelers. When they check in a bag, they expect it to arrive on time. And if it doesn't, they want to know where it is. This is confirmed by a recent IATA survey, which shows that 81% of travelers want better tracking, 74% expect real-time updates on their mobile phones, and 67% are willing to switch to electronic baggage tags. "The Global Baggage Roadmap will bring us closer to the automated digital baggage services travelers desire," said Monika Mejstrikova, IATA's Director of Ground Operations.
The roadmap is based on three pillars:
Baggage Information Exchange and Data Standardization to coordinate how baggage information is shared between airlines, airports, and partners. For passengers, replacing legacy systems like the Teletypewriter with modern messaging standards will mean faster baggage reconciliation, fewer delays due to data errors, and more reliable service recovery when issues arise. Driving the transformation to these new API-based baggage messaging standards will significantly reduce the airline industry's annual $1 billion Teletypewriter spending.
Baggage tracking and automation to provide visibility throughout the journey. This includes the use of electronic tags, GPS tracking, and robotics that will allow passengers to track their luggage in real time and optimize transfers and arrivals.
Streamline the baggage claim process, combat fraud, and improve the customer experience so airlines can resolve passenger claims more quickly and have better protection against baggage-related fraud.
This roadmap will consolidate the progress of previous initiatives to modernize baggage processes and take a holistic view of where we need to be in 10 years. With the buy-in of all stakeholders, we are better positioned than ever to improve traveler satisfaction by offering the digital, automated, and customer-centric service they receive in many other sectors, Mejstrikova said.
The Global Baggage Roadmap aligns with IATA's broader efforts to modernize ground operations, improve security, and optimize the passenger experience. IATA will work closely with stakeholders to develop implementation guidance, provide training, and monitor progress.
Source: IATA.