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In an environment of tight margins, mishandled baggage poses a strategic threat to airlines. While airlines share responsibility with airports for ensuring effective baggage handling, the market ultimately penalizes carriers when things go wrong.
The good news is that new technologies and automated systems have emerged to help minimize the risk of mishandled luggage. However, a true comprehensive solution demands far more than the effective application of technology. A strategic response to the challenge requires airlines to manage the data gleaned from a variety of information sources to anticipate, prevent and quickly communicate with customers.
Improved baggage management strategies that are integrated with programs that elevate the customer experience can make a big difference in carriers' bottom lines.