Mexican airline Aeromexico has integrated WorldTracer, a baggage tracing and matching system from information technology company SITA, with its passenger chatbot.
The airline can now serve its customers through its chatbot, known as Aerobot, to respond to queries about the location of their baggage.
The chatbot can be used by passengers on their WhatsApp or Facebook Messenger. At present, the chatbot manages more than 90% of customer queries on these platforms.
With the integration of the WorldTracer application, Aerobot can help Aeromexico’s passengers locate their luggage in real-time.
Passengers will need to enter some baggage information and Aerobot connects them to the latest status of their lost bag on WorldTracer, without any agent intervention.
Aeromexico customer experience senior vice-president Edouard Piquet said: “At Aeromexico we strive to serve our customers in the way that is most comfortable and practical for them.
“Integrating SITA’s service will help us increase our efforts and will lead us to the right path in order to respond efficiently to passengers and get them reunited with their bags as quickly as possible.
“Thanks to this technology, we will be the first airline in the world to offer misplaced baggage assistance via WhatsApp.”
WorldTracer empowers airlines and ground handlers to find and repatriate lost baggage. SITA WorldTracer is currently being used by more than 500 airlines and ground handlers at over 2,800 airports across the globe.
Aeromexico recently selected Passur Aerospace’s integrated suite of traffic management solutions to manage growing operations at its primary hub at Mexico City International Airport (MEX).