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.
Outcomes
Mishandled baggage rate (MBR) reduced by 25% during peak times (15% on average) after one year
Improved operational efficiency through real time updates
Improved MBR creates average yearly saving of US$7.5 million
Compliance with FAA for automated weight & balance and IATA Resolution 753
Find out more about how we can improve business processes to enhance customer experience.
