Virgin Australia has taken another step towards leading airline innovation and customer experience, announcing a substantial extension of its luggage tracking tool to include all domestic and international routes and additional tracking notifications for guests.
As part of the tool’s expansion, which previously only covered a portion of the airline’s domestic network, customers can now track their baggage from start to finish using the Virgin Australia app, receiving push notifications when it is checked in, loaded onto the aircraft, transferred to a connecting carrier, and arrives. The tool also directs the traveller to the baggage carousel for pickup once they arrive at their final destination.
The new ‘loaded’ function, which confirms that the baggage has been loaded into the aircraft, is not offered on any other Australian airline and provides guests with better visibility and peace of mind when flying.
Since its initial test in May 2023, the tool has been utilised over 1.3 million times, indicating its popularity.
According to Virgin Australia Chief Customer & Digital Officer Paul Jones, “Australians find comfort in the ability to track food deliveries, postal deliveries, technology, and even their heart rate, all via apps, and it made sense for travellers to be able to do the same thing when flying Virgin Australia.”
“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,” Mr Jones said.
“We are committed to being Australia’s most loved airline, and ensuring the safe passage of our customer’s items is just another move in our mission to provide that extra level of service and care.
“Over the past 12 months, we have delivered significant customer improvements, including newly launched websites, apps, digital systems and Rapid Rebook – a tool for guests to self-manage their bookings end-to-end in the event of disruption. These advancements work to improve the customer experience and complement our consistently low call-wait times.
“We look forward to continuing to deliver industry-leading innovation to ensure our guests have a wonderful travel experience,” he said.
Guests can track their checked baggage on select Virgin Australia services in three easy steps:
- Download the Virgin Australia app.
- Enable push notifications via app settings.
- Once enabled, a series of push notifications will be sent to the guest’s phone throughout the journey, including when the bag is checked in, loaded onto the aircraft, transferred to an international partner airline, and available for collection at the final destination. The tool will also advise the guest which carousel the baggage is available for collection.