American Airlines launches mobile alerts to expedite mishandled baggage claims


American Airlines’ passengers can choose to receive Customer Baggage Notifications via email, SMS or voicemail. 

American Airlines has launched the Customer Baggage Notification (CBN), which notifies passengers of the status of their checked bags and offers proactive support if luggage has been mishandled. 

Passengers will receive three types of alerts via either email, push message or voicemail. The ‘Early Bag Arrival’ message alerts American Airlines’ customers that their bag arrived before them and directs them to collect their bag at the Baggage Service Office (BSO).

The ‘Late Baggage Arrival – go to the Baggage Service Office’ notification directs customers, including those with an international segment in their reservation, to see an agent at the BSO. 

The third alert, ‘Late Baggage Arrival – Mobile Baggage Order (MBO)’, advises passengers to fill out a Mobile Baggage Order on their mobile device. The automated MBO asks for their delivery details and a bag description to help expedite the process of reuniting the passenger with their bag. 

Use of the MBO removes the need for passengers to visit a Baggage Service Office to file a claim if their checked bag has been mishandled.


Southwest, GTAA, Air Canada and Avinor help to drive baggage transformation as part of FTE Baggage Innovation Working Group


As part of our efforts to help the industry redefine the baggage experience, Future Travel Experience recently launched the FTE Baggage Innovation Working Group (BIWG), delivered with the support of our Strategic Partners AirPortr, BagsID Network and Brock Solutions.

The first round of online meetings, which took place in September, brought together hundreds of industry stakeholders who participated in highly engaging discussions around topics including advancing off-airport baggage collection, check-in and delivery; simplifying baggage infrastructure and processes at the airport; unlocking opportunities presented by modern baggage messaging; and creating new commercial models for new baggage approaches. The forward-thinking groups were led by expert Captains from companies including Greater Toronto Airports Authority, Air Canada, Avinor and Southwest Airlines, with the support of FTE’s Head of Baggage Transformation, Andrew Price. The full recordings are available to watch here.

The next BIWG online meeting will take place on 3 November and this will be followed by the first in-person meeting, which will be hosted in Las Vegas on 7 December, co-located with FTE Global 2021. The Working Group will then continue its work into 2022 and beyond.

Visit the FTE Baggage Innovation Working Group page >>   

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