Virgin Australia has launched a baggage tracking tool across more than two thirds of its domestic network, allowing travellers to know where their bag is at every step of the journey.
With digital tracking now part of everyday life, it is the latest instalment of Virgin Australia’s broader transformation programme to deliver a seamless travel experience.
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. The airline’s remaining domestic network, including select services departing Perth, are expected to feature the tracking tool soon.
“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,” said Paul Jones, Group Chief Customer and Digital Officer, Virgin Australia. “We know the potential of lost baggage is a concern for travellers globally and anticipate today’s announcement will give many guests that extra level of comfort knowing where their bag is at every step of the journey. 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 baggage 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.”
Over the past two years, Virgin Australia has committed to investing over $400 million in customer experience improvements and new technology. To date, the airline has launched new websites, app upgrades, a new loyalty management system, new high-speed lounge and onboard Wi-Fi, first-to-market technology and more.
As part of this investment, last month the airline announced a $110 million upgrade to the interior cabins of the airline’s existing Boeing 737 fleet to include new seats, inflight Wi-Fi and in-seat power.