Luggage management in today’s digital era


The digital transformation continues to improve the travel experience and luggage management is no exception to this. Simple tracking and self check-in of luggage is continuing to make the lives of the traveller much easier. Lufthansa German Airlines evaluates the way luggage management is going digital in today’s era.

Expectations of travellers are not only shaped by how well an airline performs compared to other airlines, they are fuelled by standards set by experiences that travellers have, as innovative products and services in the digital era continue to raise the bar.

Lufthansa is the first airline in the world to support this innovative solution and integrate it into its digital baggage services. One segment of customer experience that is gaining increased interest is digital luggage solutions. Travellers are now in charge of the process, with luggage tacking, and electronic bags being the new trend. Replacing the conventional paper luggage tag is the Lufthansa Electronic Tag, BAGTAG. The electronic luggage tag is as large as a smartphone, can be attached to any suitcase and it supports airline real-time tracking of luggage, allowing the traveller can track their luggage throughout their journey. The tag be used by Lufthansa, SWISS and Austrian Airlines passengers via the Android version of the Lufthansa App and can be checked in at any Lufthansa Group baggage check-in counter and at all self-bag drop baggage vending machines. Apple users will probably have to wait until May to use this mobile check-in feature. Here’s all the traveller needs to know about luggage management.

 Carry-on luggage

The number of carry-on luggage items allowed depends on the travel class booked. For most travellers, more than one small luggage items may be carried, this usually includes a bag of not more than 7kg and one handbag or laptop bag, as well as certain essential accessories for children or people with disabilities.

Free luggage

Travellers in the digital age are increasingly leaning towards a personalised in-flight experience and away from cost being the basis for their airline decision. “It’s imperative for us as a leading airline to make use of the digital platforms to our advantage in creating personalised on-board experiences to generate loyalty with our customers in South Africa,” says Dr. André Schulz, General Manager Lufthansa Group, Southern Africa. The size, weight and quantity of free luggage and carry-on luggage items permitted on flights are subject to the airline’s criteria. However, excess and special luggage is charged at flat rates. This also applies to sports luggage that exceeds the limits of the free luggage allowance.

Luggage irregularities

Certain events, such as adverse weather conditions, technical problems in the luggage handling areas or a bag tag becoming detached, can sometimes lead to items of luggage being damaged or not arriving at the destination airport at the same time as their owners. “Immediately after dropping your luggage off at either the check-in counter or a self-service bag drop kiosk, it is now easy to call up your luggage receipt using the mobile boarding pass. This is also helpful, in the event of the traveller’s luggage being found after being lost,” adds Dr. Schulz.

Digital luggage services

Enjoy the reassuring feeling of always knowing exactly where your baggage is located throughout your journey with digital baggage services. Lufthansa uses the DSP technology which tracks bags via the Star Alliance Baggage Hub, and collects relevant baggage information from a wide-range of sources; this allows travellers to control their luggage experience easier.

Digitalisation has definitely made our lives easier as travellers are able to demand services for fast, simple and efficient experiences by tapping into consumers’ needs for greater convenience. When checking in at Lufthansa, passengers now automatically receive an email with their luggage tag for ease of reference. Lufthansa is constantly transforming its business and delivery model to meet the changing needs of its airline customers since the arrival of digital technology. “It goes without saying that enhancing the overall customer travel experience aims to provide a service and overall experience that is in line with the needs and wants of today’s digital traveller,” concludes Dr. Schulz.