Challenge

A leading airline had a mishandled baggage rate (MBR) of 3.98 bags in every thousand – and was concerned about its impact on customer satisfaction and revenue.

Solution

Infosys reduced missed bags and automated weight balancing updates by developing a mobile-based digital solution for end-to-end baggage tracking. This involved legacy systems integration, complex baggage rules validation and automated weight & balance updates to the mainframe backend system.

Find out more about how we can improve business processes to enhance customer experience.

Outcomes

  • Mishandled baggage rate (MBR) reduced by 25% during peak times (15% on average) after one year
  • Improved MBR creates average yearly saving of US$7.5 million
  • Improved operational efficiency through real time updates
  • Compliance with FAA for automated weight & balance and IATA Resolution 753