Air Canada recently added a new feature to its mobile app that allows customers traveling inside Canada to watch the progress of their luggage and mobility equipment in real time at critical stages as it moves with them throughout their journey. The introduction of the new tracking feature is intended to enhance the overall customer experience by providing greater convenience and instill greater confidence in travelers.
“At Air Canada, we know that apart from a safe, comfortable journey, the prompt delivery of baggage and mobility aids is a top priority for our customers. We already achieve a very high reliability rate, but to further elevate our service we are introducing a new tracking feature in the Air Canada mobile app to give customers real-time information, greater certainty about the movement of their belongings during their trip, and heightened convenience,” stated Air Canada’s Vice President of Customer Experience and Operations Strategy, Tom Stevens.
Customers now have the ability to monitor the progress of their baggage and mobility aid during domestic flights through the Air Canada mobile application. This tracking system utilizes the same tag scanning data that Air Canada employees employ at every stage of handling these items. After undergoing final development, the monitoring feature will be gradually extended to include flights departing from the airline within the United States beginning next year, and eventually will encompass select international destinations as well.
Users of the Air Canada mobile application will have the capability to monitor the whereabouts of their checked items at critical junctures, including check-in, airport management, the aircraft, connections, and arrival. This feature will offer reassurance to passengers at each stage of the journey.
Customers who are obligated to inspect mobility aids will have the capability to monitor the progress of their aid. This includes verifying that it has been safely transported prior to the aircraft’s departure, as per Air Canada’s enhanced accessibility protocols.
The “What’s Next” function of the tracker notifies clients of the whereabouts of their belongings, including details on whether they are to retrieve their bags at a transfer point, the conclusion of their voyage, or an airport baggage carousel.
When there are infrequent occurrences of delayed baggage, the application has the capability to not only provide text or email notifications but also notify customers of delayed items. Moreover, they can conveniently initiate a delayed baggage report through their smart phone and schedule delivery, thereby eliminating the need to wait in line at the baggage assistance counter or carousel. Customers will be provided with a confirmation email containing a file number and a hyperlink to access subsequent updates regarding the report.
As the tracking function is incorporated into the Air Canada mobile application, customers can manage their travels most efficiently. The application allows users to make travel reservations and check-in, as well as access self-service functionalities, real-time notifications regarding flight status and gate adjustments, airport maps, and additional valuable information. The Air Canada mobile application is available for free installation on the App Store of Apple Inc. or Google Play.