VA expands baggage tracking to international network

The Australian carrier's baggage tracking tool now includes all its domestic and international routes, Janie Medbury reports.

PREVIOUSLY only covering part of the airline’s domestic network, Virgin Australia customers can now use the digital tool to track their baggage end-to-end to any destination within Australia and overseas.

The expanded baggage tracking feature, available via the airline’s app, also now offers additional tracking notifications for travellers throughout the journey, alerting them when their baggage has been checked in, loaded onto the aircraft, transferred to a connecting carrier, and upon arrival.

The new ‘loaded’ feature, which confirms the baggage has been loaded onto the aircraft, is not available with any other Australian airline and aims to provide customers with more peace of mind when travelling.

The expansion forms part of the airline’s $400 million investment in digital innovation, technology, and customer experience initiatives, which includes newly launched websites, apps, and digital systems.

“By further enhancing our Australian-first baggage tracking technology to include all international services and additional notifications, we are giving guests the peace of mind to know where their baggage is at every step of the journey,” Virgin Australia Chief Customer & Digital Officer, Paul Jones, said.

“We are committed to being Australia’s most loved airline; and ensuring the safe passage of our customer’s personal items is just another move in our mission to provide that extra level of service and care.”

Since the baggage tracking tool was first piloted in May 2023, it has been used more than 1.3 million times, with Virgin Australia having also seen a 12% increase in app downloads.

Guests can track their checked baggage on select Virgin Australia services by downloading the carrier’s app and enabling push notifications via the app settings. Once enabled, a series of notifications will be sent to the guest’s phone throughout their journey – more info here.

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