Striking a balance between passenger happiness and operational efficiency can be challenging in any field, including aviation. That’s why at Bob, we are always looking for insights from leaders in aviation on this topic. Last week, Julia Sattel, former President of Airlines at Amadeus, joined Bob for a live webinar to discuss forging the future of aviation. She focused specifically on digital transformation and the impact of baggage handling on passenger experience. Her insights provided invaluable guidance for the road ahead, for both airlines and airports.
1. What’s the biggest challenge for passenger happiness in aviation today?
Airlines and airports have many priorities right now. But when it comes to passenger happiness, their number one pain point is dealing with mishandled luggage.
As Julia stated, “The biggest challenge I can see in aviation regarding customer experience is lost baggage. It’s something very personal that has a very negative impact on the customer experience.”
Bob’s Bluetooth baggage tracker TravelTag offers a new approach to mishandled luggage. With its smart technology, it connects airlines and passengers with real-time baggage information, every step of the journey.
2. How can airlines prototype new solutions, including baggage tracking, as quickly and efficiently as possible?
The COVID-19 pandemic, as Julia noted, was a turning point for innovation within the aviation industry. The crisis highlighted the need for speed and agility in updating traditional processes.
Smart solutions that integrate with existing systems, such as Bob’s Bluetooth baggage tracker, will be crucial to achieving successful digital transformation.
With TravelTag, airlines and passengers stay connected in three easy steps:
- The passenger puts the TravelTag in their baggage (see GIF below). The tag then emits a secure Bluetooth signal detected by nearby devices of the airline’s private network.
- Both airlines and passengers follow the baggage’s journey through a user-friendly dashboar. This tool offers live insights, anticipates baggage disruptions, and automates messaging.
- Once the passenger is reunited with their baggage and leaves the airport, the TravelTag automatically disconnects, ready to be used for the next trip.
In the meantime, the airline has gained valuable data insights to analyze and optimize its baggage handling operations.
3. What does the future of passenger happiness look like concerning baggage?
Looking ahead, Julia envisages a future where technologies like Bluetooth enable airlines and passengers with continuous, uninterrupted tracking of baggage.
She believes this advancement is key to ensuring real-time baggage tracking and enhancing the passenger experience throughout the journey.
We’d like to extend our gratitude to Julia for sharing her insights! The recording is also available on our LinkedIn page.
