Malaysia Airlines has halved the average
processing time for mishandled bag claims with a new WorldTracer
tablet application from SITA.
Armed with iPads, Malaysia Airlines
agents at Kuala Lumpur International Airport are bringing SITA’s
global service for tracing bags and managing missing bag claims
directly to the baggage belts.
Dato’ Mohd Salleh Ahmad Tabrani, Director of
Customer Services Division, Malaysia Airlines, said, “In the
unfortunate case that passengers arrive without their bags, they
want immediate action. With SITA’s new tablet application, we can proactively manage baggage claims from anywhere in the airport.
The whole process takes around five minutes, half the time
customers normally spend finding the right counter and filling in
forms on desktop terminals.”
Using WorldTracer on a
tablet, airline agents can check the status of a missing bag, file
a report for a delayed or lost bag, and print the passenger a
receipt. Passengers no longer need to fill in forms because the
agents simply scan their bag tags and boarding passes to retrieve
the necessary information.
Vice President, Airport Solutions, SITA, said, “Our annual Baggage
that effective bag management plays an important role in improving
passenger satisfaction. At SITA, we continually work with partners
like Malaysia Airlines to develop and pilot new technologies that
provide the best baggage handling tools available.”
SITA’s technology research arm, SITA Lab, designed the new tablet application in close collaboration with
SITA baggage experts. The application draws on both commercial and
open source software libraries to quickly scan boarding passes and bag tags using the tablet’s scanner, so no external scanner is
necessary. In addition, it integrates several application program
interfaces (APIs) from SITA’s developer.aero
platform for air transport industry developers.
According to the
ninth annual SITA Baggage Report, airline baggage handling
improved last year with the rate of mishandled bags dropping
1.78%. In 2012, the air transport industry mishandled 8.83 bags
per thousand passengers, down from 8.99 in 2011. The industry
achieved this improvement despite a 4.5% rise in passenger numbers
to 2.95 billion; higher passenger volumes inevitably increase
pressure on airport baggage operations.
Airlines will pilot SITA’s WorldTracer tablet application for six
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