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28 August, 2023

Virgin unveils Australian first in new baggage tracking app feature

Edited by Travel Weekly

Virgin Australia will launch the country’s first-ever airline baggage tracking tool across more than two-thirds of its domestic network from tomorrow, allowing guests to know where their bag is at every step of the journey.

The technology is the latest in a string of announcements from Virgin as part of its broader transformation program.

The tool, which has been two years in the making, comes as lost baggage remains a pain point for travellers across the globe. Despite this, Virgin Australia far outperforms the industry average for mishandled baggage, with a mishandled baggage rate of just 1.5 per 1,000 guests – five times better than the last recorded industry average.

The first-to-market technology is set to free guests from the fear of losing their bags the next time they fly, with Virgin Australia anticipating a rise in guests checking in baggage as a result of the new tracking tool.

Initially piloted in May 2023, the tracking tool will be available on most domestic routes between major airports, including Sydney-Melbourne, Brisbane-Sydney, Melbourne-Gold Coast, Melbourne-Hobart, Adelaide-Melbourne, Sydney-Sunshine Coast, and more (refer Notes to Editor).

The airline’s remaining domestic network, including select services departing Perth, is expected to feature the tracking tool soon.

Virgin Australia’s group chief customer officer and digital officer, Paul Jones, said the airline is proud to be the first in the country to offer travellers a baggage tracking tool.

Paul Jones, Virgin Australia. (Supplied)

“It’s our mission to be Australia’s most loved airline and that means we need to listen to our customers to ensure we are offering the services that are most important to them,” Jones, commented.

“We are also proud to be able to launch this new feature while having some of the lowest figures in the market when it comes to mishandled or lost bags, with a mishandled rate of just 1.5 per 1,000 guests – five times better than the last recorded industry average.

“We are a business that intently listens to its people and customers, and we are excited to have many more announcements in the pipeline that we know will make our guests’ flying experience that touch more wonderful.”

Virgin has pledged over $400 million towards increasing the customer experience improvements and new technology including a $110 million upgrade to the interior cabins of the airline’s Boeing 737 fleet to include new seats, in-flight Wi-Fi and in-seat capabilities.

Virgin guests are invited to download the carrier’s app to begin tracking their baggage the next time they fly.

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