British Airways is set to offer passengers a unique experience by addressing issues that typically occur at their destination while they’re still mid-flight.
A trial on this system that tackles lost luggage and missed connections before the plane even lands has seen thousands of passengers being put through the procedure already.
The new system could mean swapping the long wait at the baggage carousel and frustrating conversations with lost luggage staff for an in-flight interruption.
The Daily Star reports that a software exclusively developed for BA by Microsoft will notify cabin crew mid-flight if a bag hasn’t been loaded onto the plane. The crew can then inform the affected passengers before they reach their destination.
They’ll record the address where the passenger wants their bags couriered to and could even provide immediate compensation, similar to the service passengers currently get from the lost luggage desk at airports. This could save a lot of time and put an end to the stress of not knowing whether your bag will ever show up on the overloaded baggage carousels.
Over 10,000 BA passengers have already taken part in a trial for a process that tackles flight issues in a similar way.
The innovative software doesn’t just keep track of luggage mishaps; it also informs cabin crew if any travellers are at risk of missing their connecting flights. Passengers are notified mid-flight and can discuss alternative arrangements with the staff to ensure they reach their final destination without a hitch.
In some cases, they might even receive a “gesture of goodwill” payment.
Sean Doyle, BA’s chief executive, is excited about the potential of this technology, calling it “a complete leapfrog from where we are today”. Speaking at the 2023 Airlines conference in London, Doyle shared that in-flight managers are over the moon with the new tech and that the airline is also focusing on improving accessibility.
He shed light on trials for wheelchairs that convert into aircraft seats once secured onboard, saying, “We have made a lot of progress this year with our airport mobility providers.”
Looking ahead to 2025, Apple users could be in for a treat as they may get an early advantage in dealing with lost luggage. British Airways, along with Virgin Atlantic and over a dozen other airlines, are gearing up to adopt a system that lets passengers keep tabs on their bags via Apple AirTags.
According to The Mirror, airlines are set to start using Apple’s ‘Find My’ feature this year to help speed up the process of locating and retrieving lost luggage. SITA, a global air transport technology company, is also planning to incorporate this feature into their worldwide baggage-tracking system which covers 2,800 airports and 500 airlines.