With the announcement of a major extension of its luggage monitoring feature to include all domestic and international routes along with extra tracking notifications for customers, Virgin Australia has taken yet another step towards leading airline innovation and improving the customer experience.
Customers can now track their baggage end-to-end via the Virgin Australia app, thanks to the tool’s expansion that previously only covered a portion of the airline’s domestic network. Push notifications are sent out when the baggage is checked in, loaded onto the aircraft, transferred to a connecting carrier, and arrives. Additionally, the technology notifies the baggage carousel when the passenger arrives at their destination.
No other Australian airline offers the new “loaded” feature, which verifies that the luggage has been loaded onto the aircraft and provides customers with additional visibility and peace of mind when travelling.
Since it first went live in May 2023, the gadget has already been used over 1.3 million times, proving its popularity.
“Australians find comfort in the ability to track food deliveries, postal deliveries, technology, even their heart rate, all via apps, and it made sense for travellers to be able to do the same thing when flying Virgin Australia. By further enhancing our Australian-first baggage tracking technology to include all international services and additional notifications, we are giving guests the peace of mind to know where their baggage is at every step of the journey.
We are committed to being Australia’s most loved airline; and ensuring the safe passage of our customer’s personal items is just another move in our mission to provide that extra level of service and care. Over the past 12 months we have delivered a series of significant customer improvements, including newly launched websites, apps, digital systems and Rapid Rebook – a tool for guests to self-manage their bookings end-to-end in the event of disruption. These advancements work to improve the customer experience and complement our consistently low call-wait times.
We look forward to continuing to deliver industry-leading innovation to ensure our guests have a wonderful travel experience.”
Paul Jones, Chief Customer & Digital Officer for Virgin Australia.
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