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31 January, 2024

Virgin Australia to rollout baggage tracking tool across entire flight network

Edited by Travel Weekly

Virgin Australia has announced it will roll out its baggage tracking tool to all passengers flying both domestic and international as well as additional notifications for guests.

As part of the expansion of the tool, which previously only included a portion of the airline’s domestic network, customers can now track their baggage end-to-end via the Virgin Australia app.

The app sends guests push notifications when their baggage has been checked in, loaded onto the aircraft, transferred to a connecting carrier, and upon arrival and advises the baggage carousel for collection once the guest is at their final destination.

The new ‘loaded’ feature, confirming the baggage has been loaded onto the aircraft, is not available with any other Australian airline and gives customers further visibility and peace of mind when travelling.

The tool is already proving to be popular, having been used more than 1.3 million times since it was first piloted in May 2023.

“Australians find comfort in the ability to track food deliveries, postal deliveries, technology, 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,” chief customer and digital officer, Virgin Australia, Paul Jones, said.

“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.

“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.

“Over the past 12 months we have delivered a series of 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 from.

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