Virgin Australia is taking a significant leap forward in improving passenger experience with the launch of an innovative baggage tracking system. This groundbreaking initiative marks a milestone for Australian airlines and highlights Virgin Australia’s dedication to enhancing customer satisfaction, streamlining operations, and setting new industry standards.
Virgin Australia’s Strategic Rollout
The airline’s technologically advanced baggage tracking tool is live across 70% of its domestic flights, reflecting the Virgin Australia’s commitment to addressing common passenger pain points.
Investment in Digital Transformation
Virgin Australia’s robust commitment of over $400 million towards digital innovation is evident in its suite of offerings. These span updated websites and state-of-the-art apps. The airline’s ‘Rapid Rebook’ tool allows seamless bookings management during unforeseen disruptions.
Passenger Experience Upgrades
Virgin Australia: Less Lost Luggage
Lost luggage is a constant concern for travelers, often leading to significant time loss and costs. According to SITA, the global industry average in 2022 is 7.6 mishandled bags per 1000 passengers. Virgin Australia has kept an average of 1.5 mishandled bags per 1,000 passengers from January to August of this year. The new Virgin Australia baggage tracking tool will ease passenger concerns and possibly influence traveler behavior, boosting checked luggage rates.
The Tool’s Development and Implementation
Successfully trialed in May 2023, the baggage tracking tool will soon be a staple on key domestic routes, improving transparency and building customer trust. Perth routes are also set to benefit from this groundbreaking technology in the near future.
Virgin Australia Customers Can Track Bags With 3 Simple Steps
- Download the Virgin Australia app.
- Activate push notifications.
- Follow Updates: Travelers can expect timely baggage status updates, saving time at the destination airport.
Which Virgin Australia Flights Have Baggage Tracking?
The baggage tracking feature went live on Monday, 28th of August, 2023, on select flights across Australia.
- Gold Coast
- Ballina Byron
- Sunshine Coast
- Hamilton Island
The airline expects to launch baggage tracking on select flights departing Perth soon.
Listening to Customers’ Needs
Paul Jones, Virgin Australia’s Group Chief Customer and Digital Officer, highlights the strategic importance of this initiative. “It’s our mission to be Australia’s most loved airline, and that means we need to listen to our customers to ensure we are offering the services that are most important to them. We know the potential of lost baggage is a concern for travelers globally and anticipate today’s announcement will give many guests extra comfort in knowing where their bag is at every step of the journey. 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. We are a business that intently listens to its people and customers, and we are excited to have many more announcements in the pipeline that we know will make our guests’ flying experience that touch more wonderful.”
Virgin Australia’s Rapid Rebook
Virgin Australia has recently introduced Rapid Rebook as part of its extensive digital and customer investment. Rapid Rebook is a complete, self-service tool designed to simplify the management of flight disruptions. It is the first of its kind offered by an Australian airline.
With Rapid Rebook, passengers can easily access revised flight information, explore alternative flight options, and even book accommodation and transportation, all conveniently through the Virgin Australia app. This solution aims to enhance the overall travel experience for guests affected by flight disruptions.
Virgin Australia: Investing in Customer Experience
In recent years, Virgin Australia has dedicated $400 million towards improving customer experience and adopting cutting-edge technology. Notably, the airline has introduced a range of improvements, including revamped websites, upgraded mobile apps, a state-of-the-art loyalty management system, high-speed Wi-Fi in lounges and onboard, pioneering technological advancements, and much more.
In a recent move, the airline unveiled a significant investment plan. As part of this plan, they announced a $110 million upgrade for the interior cabins of their existing Boeing 737 fleet. This upgrade will bring passengers a host of exciting new features, including comfortable seating, reliable in-flight Wi-Fi, and convenient in-seat power. The decision to prioritize these features was based on valuable feedback from Velocity Frequent Flyer members. This investment aims to enhance the overall travel experience and meet the evolving needs of the airline’s customers.