Travellers like to get their bags. So declares the International Air Transport Association, which has launched a Global Baggage Roadmap to modernize baggage operations. To be developed with airlines, airports, and industry partners over a mere 10-year timeframe, the roadmap sets a clear path, says IATA, to improve both operational efficiency and traveller satisfaction

“Baggage is important for travellers. When they check a bag, they expect it to arrive on time. And if it doesn’t, they want to know where it is,” says Monika Mejstrikova, IATA’s Director of Ground Operations.

Unsurprisingly, the sentiment is confirmed by recent IATA polling that show 81% of travellers want better tracking, while 74% expect real-time updates on their mobile phones and 67% are willing to switch to electronic bag tags.

“The Global Baggage Roadmap will move us closer to the automated digital baggage services that travellers want,” Mejstrikova continues.

The Roadmap is built around three pillars:

• Baggage Information Exchange and Data Standardization to align how baggage information is shared among airlines, airports, and partners. For passengers, replacing legacy systems like teletype with modern messaging standards will mean faster baggage reconciliation, fewer delays due to data errors, and more reliable service recovery when issues arise. Driving transformation towards this new API-driven baggage messaging standards will significantly reduce the airline industry’s annual spending of US$1 billion on teletype messaging.
• Baggage Tracking and Automation to provide visibility throughout the journey. This includes the use of electronic baggage tags, GPS tracking, and robotics that will enable passengers to track their bags in real time and experience smoother transfers and arrivals.
• Streamlining the baggage claim process, combating fraud, and enhancing the customer experience so airlines can resolve passenger’s claims faster and have better protections from baggage-related fraud.

“This Roadmap will consolidate the progress of previous initiatives to modernize baggage processes and take a holistic view of where we need to be in 10 years. With the buy-in of all stakeholders we are better placed than ever to improve traveller satisfaction by delivering the digital, automated, and customer-focused service that they get in many other sectors,” says Mejstrikova.

IATA says its Global Baggage Roadmap aligns with its broader efforts to modernize ground operations, enhance safety, and improve the passenger experience.

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