Passenger happiness in aviation: interview with Julia Sattel

Julia Sattel talked passenger happiness, operational efficiency and accountability in Bob's webinar.

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:

  1. 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.
  1. 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.
  1. 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.

A passenger puts the TravelTag in their baggage, ready to start sharing live Bluetooth tracking information with the airline.

3. What does the future of passenger happiness look like concerning baggage?

Since there is a direct correlation between customer satisfaction and revenue, boosting the operational efficiency of baggage handling greatly impacts the entire airline company. 

Looking ahead, Julia envisages a future where technologies like Bluetooth enable airlines and passengers with continuous, uninterrupted tracking of baggage. 

Julia Sattel, former President of Airlines at Amadeus, discusses baggage handling innovation

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

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