Sky Assist


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Arrival Services – Lost and Found Automated Baggage Handling and Tracing Software

Sky Assist is a provider of niche advanced software for the air transportation industry.

Leuvensesteenweg 510, Gebouw 5, B41,
1930 Zaventem,
Fax Number

Sky Assist is a provider of niche advanced software for the air transportation industry. BagAssist, Sky Assist’s vanguard solution, is an application that automates processes for the follow-up of lost and found baggage and is integrated with SITA WorldTracer™, the global standard for the tracing and recovery of lost luggage.

BagAssist Suite: for your arrival/lost and found department

BagAssist Suite provides to airlines & handlers solutions covering all aspects of arrival services and lost and found.

It is a fully web-based group of products that:

  • Serves as a front-end to SITA WorldTracer by supporting, simplifying and automating the management of files in WorldTracer
  • Produces all necessary messages, reports and labels needed for baggage tracing handling.
  • Simplifies and automates the daily work for primary baggage handling and tracing processes
  • Ensures services quality standards to the upper level and brings lost and found staff to higher productivity and flexibility
  • Interacts with internal and external systems (DCS, airport, courier companies, Frequent Flyer database, etc) to pre-populate file fields, reducing significantly the agent input time and increasing security against fraud (self-service).

BagAssist Suite is constituted of the following products:

Bring your Lost and Found operations to the future with (mobile) automated tools for your agents and self-services modern applications for the passengers.
Depending on us to enhance their operations’ productivity, the BagAssist community is made of leading airlines and ground handlers.
All BagAssist agent modules and self-service applications can be integrated with hardware such as printers, bag label printers, kiosks, and 2D bar code scanners.
The consolidated AHL / DPR / OHD module simplifies further the training of the Lost and Found agents to its minimum, for more flexibility.
The intelligent search engine supports the future removal of WorldTracer emulator and helps the agent to make an appropriate decision.
BagAssist outputs enhance the experience of agents, passengers and external contractors such as delivery companies or customs departments.
Automated tools such as Auto-DR/Delivery boost productivity in normal operations or crisis situations by performing in less than six seconds transactions that would normally take more than five minutes.
The passenger can declare delayed baggage or damaged baggage on airport kiosks or touchscreen PCs as an alternative to queueing for faster processing.
  • BagAssist agent solution
  • BagAssist passenger solutions:
    • kiosk-AHLreport
    • e-AHLreport
    • m-AHLreport
    • e-AHLmanage
  • BagAssist courier solution

BagAssist is currently deployed by a mix of clients, including the airlines Air France/KLM, Qantas and Luxair, as well as ground handlers such as Alyzia, Billund Airport, GBS, Groundforce, SBA and Swissport.

Our customers recognize BagAssist key benefits:

  • Simplicity: a ‘plug and play’ solution for which no local installation is needed
  • Productivity: increase of staff productivity (up to 65%) and decrease of training needs, resulting in daily shifts reduction
  • Professionalism: higher quality of service both towards the passengers and the handled airlines

BagAssist agent solution

BagAssist agents’ application is a smart and user-friendly front-end product supporting, simplifying and automating SITA WorldTracer® management files. It improves the staff productivity and reduces the risk of human errors, thanks to process-driven and syntax validations, warning messages, mandatory fields check, etc. As such, it also decreases the staff training needs, improving staff flexibility and easing the use of temporary employees, mainly needed during peak periods.

  • Connection to SITA WorldTracer

BagAssist is connected and exchanging data with WorldTracer over MATIP or web-services for, amongst others:

  • Creation, update and closure of AHL / DPR / OHD files
  • Baggage reception (DR) and delivery by surface (BDO)
  • Sending of bags by plane (FWD, FOH, FAH and FLZ)
  • Display and creation of action messages; WM and FW areas

Thanks to its database, BagAssist can still be used during WorldTracer downtime.

  • Provide tag labels and professional print-outs

Using BagAssist, tag labels can be automatically printed for rushed luggage, received bags, bags to be delivered and on-hands easing the identification of the bag. From BagAssist, print-outs for passengers and delivery companies are also generated.

  • Configurable application behaviour

BagAssist is configurable using the application BagAdmin, allowing to personalize the application behaviour, customise the print-out texts and generate reports that can be exported to PDF or Excel.

  • Interfaced to global or specific systems over web-services

To a DCS, delivery companies, airport system, BSM or other systems, BagAssist can be connected over web-services to ensure communication with third-parties systems (retrieve flight lists, alert delivery companies, send BSM, etc).

BagAutorush baggage handling system

BagAutorush module is designed to handle early, late, not-sorted baggage in a fast and effective way by checking if the bag can still be loaded on the passenger flight. If not, an automated rushing procedure is started, producing all necessary messages and baggage labels in order to forward the bag in the fastest way to its final destination.

BagAssist passenger solutions

To offer passengers flexibility and autonomy, BagAssist Suite contains self-service products also relieving the agent workload during peak times. Passengers can report their missing bag from anywhere via Internet (e-AHLreport), via their mobile (m-AHL report) or at the airport via a kiosk (kiosk-AHLreport). After, they can follow-up their bag status online and receive automatic updates via e-mail and/or SMS (e-AHLmanage).

Self-service applications can be run as sub-modules of BagAssist or independently (except for IVR and e-AHLmanage that require files to be created in BagAssist, kiosk-AHLreport or e-AHLreport).

BagAssist BDS courier solution

Part of BagAssist Suite, there is BagAssist BDS which provides baggage delivery solutions to courier companies and accurate information of the baggage incident to passengers and airlines.

PaxClaims claims management system

Also available for airlines, there is PaxClaims; the web-based automated system for claims management in an airline Customer Relations department.

White Papers

Press Releases

  • New Module Restructured from AHL, DPR and OHD

    Sky Assist decided in late 2015 to start developing from scratch its BagAssist core application for agents. The main reasons were that, even though BagAssist has been coded as a web-based application, technology has heavily evolved since the first modules were available in 2002, implying technical constraints like limiting application mobility to other browsers than Internet Explorer, responsive design, time response optimisation and heavy maintenance.

  • The Reclaim Project at Brussels Airport

    Until recently, passengers coming to pick-up their delayed baggage at Brussels Airport had to access the lost and found offices via the same way than the passengers exiting the arrival area.

  • m-AHLreport Offer Passengers to Declare Delayed Bags on their Smartphone

    m-AHLreport is our new mobile application for passengers to declare their missing bags on their smartphone. e-AHLreport is already used by several of our customers (Air France KLM, Swissport, SBA) for some years. During mid-2014, we developed m-AHLreport, the mobile version of e-AHLreport in collaboration with Air France.

  • The Challenges of Seamless Travel

    "A smooth and hassle-free journey where passengers do not have to break stride from the curb to the gate, unless they choose to, is the goal: that would deliver tremendous value to passengers." explained Transport Association's (IATA) chief executive Tony Tyler at its 2013 World Passenger Symposium.

  • BagAssist Suite in the World

    Summer is a great season to travel! So we thought that we would make you travel by showing you where in the world BagAssist and the self-service applications are used. You will see that our BagAssist community is very international.

  • Sky Assist Newsletter: June 2014

    At Sky Assist, communicating with the operations at arrival services and customer relations is critical: it helps us developing our applications in line with the industry’s needs. For this reason, we renewed our website, created a community portal for our BagAssist customers and joined the conversation on LinkedIn.

  • Sky Assist on LinkedIn

    In February 2014, we updated Sky Assist company page on LinkedIn. It now contains a presentation of Sky Assist and a description of each of our products and services.

  • The Online Self-Services Applications are Renamed

    During the last BagAssist user conference, held for the company 10th anniversary in Amsterdam, Holland on 27-29 May 2013, the BagAssist community did participate to a survey to rename the self-services applications for passengers originally called OnlineAHL, OnlineDelivery and PaxAHL.

  • The Benefits of a Simplified Interface

    Many efforts have been made the last decade to enhance passenger experience through self-service offers, but mainly in pre-departure area only like online check-in, self-baggage tagging or self-baggage drop. However passengers claim interest for more initiatives in that sensible part of the journey too, seen as the second factor in having an (un)pleasant journey.

  • Sky Assist at Ground Handling International 2013

    Ground Handling International magazine will be holding the 15th Annual 2013 conference in Spain. Sky Assist is participating to this event for the 9th time for promoting BagAssist, the web-based suite of products automating the primary baggage tracing process for lost baggage with special focus on self-services applications.

  • Sky Assist at WorldTracer 2013 in Vietnam

    Sky Assist will be at WorldTracer conference as BDS customer and WorldTracer web services developers, and will also be present as exhibitor with a stand. Find us 4 - 6 November 2013 in Ho Chi Minh City, Vietnam.

  • WACRA 2013 Chicago, USA 15 - 18 September 2013

    Sky Assist will be holding a stand at the 2013 WACRA (Worldwide Airline Customer Relations Association) in Chicago, United States. Sky Assist will promote PaxClaims, the web-based product for airline complaint management of an Airline Customer Relations department & Refund, the web-based product for airline ticket / coupons refund of an Airline Finance department.

  • Sky Assist Becomes IATA Strategic Partner in Baggage Services

    On May 1st 2013, Sky Assist became IATA Strategic partner in Baggage Services area. This is one more step forward in the company recognition as major niche player in baggage services area, with specialisation in lost and found delayed baggage services.

  • Ground Handling International 2012

    Ground Handling International magazine will be holding the 14th Annual 2012 conference in Italy. Sky Assist is participating to this event for the 8th time and will be promoting BagAssist.

  • Sky Assist at 2012 WACRA

    Sky Assist will be holding a stand at the 2012 WACRA (Worldwide Airline Customer Relations Association) in Kuala Lumpur, Malaysia, from 23 to 26 September 2012.

  • Quantas BagAssist Kiosk Live

    Qantas went live at the beginning of June 2012 with the mishandled baggage BagAssist kiosk PaxAHL application at Brisbane, Melbourne, Perth and Sydney airports. The delayed bag passenger declaration system uses an airport kiosk as an alternative to passengers queuing at the agent's desk.

  • BagAssist Self-Services Applications

    In these difficult industry times, lost and found departments are often under-staffed and often don't have any real flexible way to add untrained people as the processes and applications are so specific and complex. Therefore, any small incident can easily create chaos to baggage services and take days to recover with frustrated staff facing angry customers.

  • Luxair, CART and SBA Become Sky Assist Customers

    Brussels — New customers have been joining the Sky Assist customer community in 2009. Luxair Services and SBA, a French ground-handling company, have joined the BagAssist product community, with production cut-over planned for mid-August and mid-September respectively. Bot

  • Qantas Implements BagAssist with New Web-Service Interface

    SkyAssist, the Belgian provider of advanced niche IT software for the air transportation industry, has welcomed some new customers for its BagAssist product suite, among them Qantas Airways, Luxair or SBA. Qantas Airways, the leading airline company in Australia, has selected BagAssi

  • 2009 Version of BagAssist Launched with New Features

    Brussels — Following the user conference successfully held in Brussels on 26-27 May 2009, many new features have been presented and added to the 2009 version of BagAssist. These include a complete new BagAdmin product easing BagAssist administration data management, a new kiosk ver

  • Malev Hungarian Airlines Switches to Paxclaims for Baggage Management

    Malev Hungarian Airlines has decided to move to the PaxClaims application as a follow-up action for the airline that joined the OneWorld alliance since 1st April 2007. PaxClaims has been analysed as the best solution not only to cope with the normal airline complaint regulations, but also the sup

  • Business-to-Passenger Modules

    Our two new Business-to-Passenger modules, part of the baggage incident control for the passenger, are now ready to move further. The PaxAHL (self-declaration on a kiosk in airport arrival hall) is integrated with the IER918 kiosk. Swissport will start kiosk implementation (first in Zur

  • Air France and KLM joins the BagAssist user community:

    Air France and KLM, major European airlines part of the Air France / KLM holding, have jointly selected the BagAssist product to implement in the first phase of Paris Charles-de-Gaulle and Amsterdam Schipol airports. This strategic choice will support Air France and KLM to strengthen

  • 4th BagAssist User Conference

    The 4th BagAssist user conference will take place on April 24-25 2007 in Brussels. The user conference is the unique platform for all the BagAssist users to not only exchange their experience about the product but also to drive the product evolution direction according to their operatio

  • Third BagAssist User Conference

    The third BagAssist user conference will take place on April 25-26, 2006 in Brussels. The user conference is the unique platform made for all the BagAssist users not only to exchange their experience about the product but also to drive the product evolution direction according to their

  • BagAssist and BagAutorush - Ten Years of Success

    Belgian Ground Services and Sky Assist collaboration is a long story, started in 1995 with the first application release of a product then called Estetic. The basic idea was (and is still today) on one hand to simplify and automate the baggage handling processes in order to gain time a

  • A Big Step Forward in Swissport’s “Plus 10” Program

    BagAssist, the web-based baggage-tracing product from Sky Assist, was implemented in its first web-based release in May 2002. Since then, our three Swiss stations, Zürich, Geneva and Basel, have been delighted by its ease of use and by how easy it is to learn with all the automated added function


Leuvensesteenweg 510, Gebouw 5, B41
1930 Zaventem

Fax Number