BRISBANE – Virgin Australia (VA) is set to unveil a digital solution to alleviate a common travel frustration. As part of an AU$400 million investment, the airline will roll out a luggage tracking system that empowers passengers to locate their bags during domestic journeys within Australia.
After a two-year trial, this technology will be accessible on most domestic flights. Through the Virgin Australia app, customers can track the location of their checked luggage.
Notifications will also be sent to customers’ phones, including which carousel to pick up their bags from.
CEO’s Confident Outlook
In his inaugural sit-down interview since joining the airline, Paul Jones said
‘We know the potential of lost baggage is a concern for travellers globally and anticipate today’s announcement will give many guests that extra level of comfort knowing where their bag is at every step of the journey,
Jones hopes that this initiative will motivate more passengers to check in their bags, thereby expediting the boarding and disembarking procedures.
“The genesis for the tool came out of a 2019 survey we did, which revealed that checking bags was one of the biggest stress points for customers. I’m sure during the last few years, that’s only become greater. So we’re now giving customers visibility over their bags across every step of the journey,” Jones said.
“We are also proud to be able to launch this new feature while having some of the lowest figures in the market when it comes to mishandled or lost bags, with a mishandled baggage rate of just 1.5 per 1,000 guests – five times better than the last recorded industry average.
Virgin Australia’s Innovative Initiatives
Adding to a series of initiatives, online baggage tracking represents Virgin Australia’s ongoing efforts to enhance the less pleasant aspects of travel. This comes after the airline introduced its “middle seat lottery.” A scheme that rewards passengers choosing middle seats.
Additionally, they launched a “rapid rebook” tool, providing passengers with increased options when facing flight cancellations or extended delays.
The effectiveness of such initiatives hinges on the airline’s ability to achieve its fundamental objective of punctually conveying passengers to their destinations.
Recently, Virgin Australia has faced challenges in this aspect, as its average on-time performance lagged behind Regional Express, Qantas, and Jetstar last month.
Jones attributed the July challenges to air traffic control issues and adverse weather. These factors affected some of their resources. Consequently, they’ve focused on improving controllable elements for future operations.
In conclusion, Virgin Australia’s launch of the cutting-edge baggage tracking system stands to enhance passenger confidence and elevate the airline’s prominence in domestic travel.
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