SITA and Lufthansa have joined forces to explore ways to reduce mishandled baggage costs and improve the passenger experience by digitally automating baggage re-flight operations. Mishandled baggage between two flight connections is a major pain point for the industry, costing it billions of dollars each year.
The ability to address the issue of staff shortages and baggage mishandling is of paramount importance post-pandemic. Aviation lost around 2.3 million jobs during COVID, while recording US$2.2 billion in the cost of mishandled baggage in 2022 – including over 4 million bags mishandled during transfer.
SITA’s WorldTracer Auto Reflight reflights bags digitally, without any human intervention, reducing cost and inconvenience while contributing to industry efforts towards sustainability and CO2 net-zero targets. With the successful delivery of bags being a top contributor to the passenger experience, it is critical to respond efficiently, keeping passengers informed and in control when things go wrong. SITA’s auto reflight solution proactively notifies passengers on arrival of any delay with their bag, while collecting delivery details and ultimately allowing the passenger to bypass the baggage hall.
After a number of joint developments with Lufthansa already (including WorldTracer Desktop and WorldTracer Passenger Self Services), the SITA automated baggage reflighting solution represents a joint innovation project to further automate and optimize Lufthansa’s Baggage Management Services.