Baggage tracking and claim status updates

**1. Purpose**

1. Provide real-time baggage tracking and claim status notifications to airline passengers, reducing anxiety and enhancing customer experience.

2. Allow passengers to receive proactive alerts (SMS, email, app push) about baggage location, handling, delivery, and claim processing.

3. Minimize calls to customer support by keeping customers automatically informed on each milestone.

4. Integrate data from baggage handling systems, airline CRMs, and communication channels to ensure seamless update delivery.

**2. Trigger Conditions**

1. Baggage scan at key transit points (check-in, transfer, loading, arrival).

2. Baggage claim submission by passenger via portal, kiosk, or mobile app.

3. Update in claims management system (e.g., approval, compensation initiated, resolved).

4. System-detected delay or mishandling event.

5. Passenger flight status change (diversion, rerouting, cancellation).

**3. Platform Variants**

1. Twilio SMS

• Feature: Programmable SMS
  
• Setting: Send automated status messages to passenger’s mobile number via SMS API.
  

2. SendGrid

• Feature: Transactional Email
  
• Setting: Trigger confirmation and status update emails using Dynamic Templates from Email API.
  

3. WhatsApp Business API

• Feature: Message Templates
  
• Setting: Push template-based real-time updates to the passenger’s WhatsApp.
  

4. Zendesk

• Feature: Ticket Update Triggers
  
• Setting: Auto-create/update ticket when baggage claim status changes; send email/SMS update.
  

5. Salesforce Service Cloud

• Feature: Workflow Rules
  
• Setting: Automate outbound messages upon baggage status change in CRM records.
  

6. Microsoft Power Automate

• Feature: Automated Flows
  
• Setting: Orchestrate actions across baggage system, CRM, and communication platforms.
  

7. SAP Cloud Platform

• Feature: Process Integration
  
• Setting: Sync baggage events from SAP ERP to notification engines.
  

8. IBM Watson Assistant

• Feature: Dialog Triggers
  
• Setting: Respond to customer inquiries with live baggage status via chat.
  

9. Amazon SNS

• Feature: SMS/Email Notification
  
• Setting: Broadcast updates to customer’s device as topics.
  

10. Google Firebase Cloud Messaging

• Feature: Push Notifications
  
• Setting: Send app push notifications to inform users on baggage status.
  

11. Genesys Cloud

• Feature: Customer Journey Automation
  
• Setting: Use journey logic to send periodic claim status updates.
  

12. PagerDuty

• Feature: Service Health Events
  
• Setting: Alert agents for manual intervention if baggage error detected.
  

13. Slack

• Feature: Incoming Webhooks
  
• Setting: Post baggage events to dedicated support channels.
  

14. Jira Service Management

• Feature: Automation Rules
  
• Setting: Update support tickets and trigger notifications when claim progresses.
  

15. Aircall

• Feature: Click-to-Call Alerts
  
• Setting: Call customer when live intervention required during claim delays.
  

16. HubSpot

• Feature: Ticket Workflows
  
• Setting: Automated lifecycle email/SMS updates for claims.
  

17. Mailgun

• Feature: Transactional Email API
  
• Setting: Send personalized baggage and claim status updates.
  

18. Intercom

• Feature: Custom Bots
  
• Setting: Notify users inside airline app/web on baggage claim progress.
  

19. ServiceNow

• Feature: Event Management
  
• Setting: Create real-time incident records and notifications on scanned events.
  

20. Oracle CX Cloud

• Feature: Notification Center
  
• Setting: Set up rules for multi-channel automated claim communications.
  

21. Freshdesk

• Feature: Ticket Workflow Automation
  
• Setting: Update and notify ticket status with every baggage milestone.
  

22. Zapier

• Feature: Multi-Step Zaps
  
• Setting: Orchestrate triggers from baggage system to any of 5,000 apps for notification.
  

23. Alcatel-Lucent Rainbow

• Feature: Real-Time Messaging
  
• Setting: Initiate direct chat updates to enrolled passengers.
  

**4. Benefits**

1. Maximizes transparency and trust for airline customers.

2. Reduces support inquiries, saving operational resources.

3. Enables rapid customer notification and corrective action during baggage issues.

4. Increases customer satisfaction and NPS via proactive communication.

5. Supports seamless integration across numerous digital channels, adhering to customer preference.