Aeromexico enables automated baggage tracking via chatbot

Aeromexico is the first airline to integrate SITA’s artificial intelligence-powered baggage tracking system into its passenger chatbot.

Now passengers can enter their flight information into the chatbot and instantly receive the latest location of their bag, without the need for airline staff to intervene.

“At Aeromexico we strive to serve our customers in the way that is most comfortable and practical for them,” says Edouard Piquet, senior vice president customer experience for Aeromexico.

“Integrating SITA’s service will help us increase our efforts and will lead us to the right path in order to respond efficiently to passengers and get them reunited with their bags as quickly as possible.”

Aeromexico says its chatbot, called Aerobot, currently handles more than 90% of customer queries that come through WhatsApp and Facebook Messenger.

“We expect that this will be the first of many international airlines using our baggage service technology with artificial intelligence for a better passenger experience,” says Uriel Torres, SITA director general for Mexico and Central America.

According to SITA’s 2019 Passenger IT Insights report, nearly two-thirds of travelers would like to use their mobile device for baggage services such as tracking and reporting mishandled bags.

SITA says its WorldTracer baggage tracing system is used by more than 500 airlines and ground handlers at more than 2,800 airports worldwide.