Air Canada recently introduced a new bag tracking feature for flights to and from the U.S. In addition, the airline has added push notifications, so customers will get timely updates to their phone when their checked bag or mobility aid has been loaded onto the plane.
The new feature is a part of the Air Canada mobile app, and it enable customers to track—in real time—the progress of their baggage (or mobility aids) as it travels with them throughout their journey. This feature provides travelers with added confidence and improves the overall customer experience through greater convenience.
“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,” said Tom Stevens, VP, Customer Experience and Operations Strategy at Air Canada.
While on the airline’s mobile app, customers track their baggage based on the same tag scanning information that Air Canada employees use at each stage to handle these items. The program was initially available to customers travelling within Canada during the development but has now been expanded to the airline's U.S. flights. Eventually, this will be expanded to select international destinations.
Air Canada mobile app users can track the progress of their checked items at key points from check-in, through the airport handling processes, on to the aircraft, and through connections and arrival. For customers who are required to check mobility aids, they are also able to track the movement of their aid, including to confirm, under Air Canada’s enhanced accessibility protocols, that it is securely loaded before the aircraft departs.
The tracker boasts a “What’s Next,” feature, which tells customers the next step for their belongings, including information on where they need to pick up their bag—such as an airport baggage carousel number—either at a transfer point or the end of their journey.
In the rare instances when baggage is delayed, the app will advise customers of delayed items and enable them to easily file a delayed baggage report, right from their smart phone. They can also arrange delivery, saving time waiting at a baggage assistance counter. Customers will receive a confirmation that the report is received with a file number and a link to follow-up on any updates.
The tracking feature is part of Air Canada’s mobile app, which is the best way for travelers to manage their journey. In addition to allowing customers to book travel and check-in, the app provides self-service capabilities, up-to-the-minute notifications on flight status and gate changes, airport maps, and more. The Air Canada mobile app can be downloaded at no cost from Apple’s App Store or Google Play.
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