Bag Recovery

Passengers input details of missing bags at a kiosk instead of waiting for an agent.


At self-service bag recovery kiosks passengers input details of missing bags at a kiosk instead of waiting for an agent.

What does a Bag Recovery kiosk look like?

It looks like a normal self-service check-in kiosk. It will have the usual touch screen and a keyboard for inputting passenger details. Some kiosks have a barcode reader so that passengers can scan their baggage claim tags.  Ideally there will be voice and video links to a Help Desk as well.

There will be a small number of kiosks as the number of passengers using them will be very low.

How does Bag Recovery work?

Passengers use the kiosk to input the details of the missing bag such as tag receipt details, bag size, shape, colour, make and so on. If the kiosk has a barcode reader then passengers can scan the barcode on the claim tags to save them even more time. When they have completed all the required information they receive a copy of the report with contacts, reference numbers and instructions.

Later the passenger can check the status of the report online.

The kiosk software should integrate with SITA WorldTracer, the global standard for tracing and recovering missing baggage.

Why use Bag Recovery?

  • save time as there is no need to stand in a line
  • can choose their own language
  • can track the status online or by phone
  • are familiar with self-service kiosks
  • cut costs as they will require fewer staff
  • do not have to have so many multi lingual staff
  • can provide 24 hour service in stations with few staff
  • could save space
  • better redesign airports

The trouble with Bag Recovery

  • Kiosks will have to be easy to use, reliable and always have paper
  • Kiosks should be quite robust as passengers could take their frustration out on the kiosk.