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SITA and Malaysia Airlines Cut Time to File Bag Claims in Half


December 2, 2013 - Kuala Lumpur, Malaysia

Malaysia Airlines has halved the average processing time for mishandled bag claims with a new WorldTracer tablet application from SITA, the air transport IT specialist. Armed with iPads, Malaysia Airlines agents at Kuala Lumpur International Airport are bringing SITA’s global service for tracing bags and managing missing bag claims directly to the baggage belts.

Dato’ Mohd Salleh Ahmad Tabrani, Director of Customer Services Division, Malaysia Airlines, said: “In the unfortunate case that passengers arrive without their bags, they want immediate action. With SITA’s new tablet application, we can proactively manage baggage claims from anywhere in the airport. The whole process takes around five minutes, half the time customers normally spend finding the right counter and filling in forms on desktop terminals.”

Using WorldTracer on a tablet, airline agents can check the status of a missing bag, file a report for a delayed or lost bag, and print the passenger a receipt. Passengers no longer need to fill in forms because the agents simply scan their bag tags and boarding passes to retrieve the necessary information.

Matthys Serfontein, Vice President, Airport Solutions, SITA, said: "Our annual Baggage Report shows that effective bag management plays an important role in improving passenger satisfaction. At SITA, we continually work with partners like Malaysia Airlines to develop and pilot new technologies that provide the best baggage handling tools available.”

SITA’s technology research arm, SITA Lab, designed the new tablet application in close collaboration with SITA baggage experts. The application draws on both commercial and open source software libraries to quickly scan boarding passes and bag tags using the tablet’s scanner, so no external scanner is necessary. In addition, it integrates several application program interfaces (APIs) from SITA’s developer.aero platform for air transport industry developers.

SITA has led the air transport industry in baggage tracking and tracing solutions for more than 20 years. Today, more than 150 airports and 500 airlines worldwide use its baggage management solutions. By facilitating communications between airlines and local baggage handling and reconciliation systems, SITA ensures that bags reach their correct destination. Its proprietary BagMessage system delivered more than 1.5 billion messages between airline departure control systems and automated baggage systems in 2012. Each year, more than 2,200 airport locations use WorldTracer, SITA's baggage tracing system.

According to the ninth annual SITA Baggage Report, airline baggage handling improved last year with the rate of mishandled bags dropping 1.78%. In 2012, the air transport industry mishandled 8.83 bags per thousand passengers, down from 8.99 in 2011. The industry achieved this improvement despite a 4.5% rise in passenger numbers to 2.95 billion; higher passenger volumes inevitably increase pressure on airport baggage operations.

Malaysia Airlines will pilot SITA’s WorldTracer tablet application for six months.

Notes to Editors:

About SITA

SITA is the world's leading specialist in air transport communications and IT solutions. SITA delivers and manages business solutions for airline, airport, GDS, government and other customers over the world’s most extensive network, which forms the communications backbone of the global air transport industry.

SITA’s portfolio includes managed global communications, infrastructure and outsourcing services, as well as services for airline commercial management and passenger operations, flight operations, aircraft operations and air-to-ground communications, airport management and operations, baggage operations, transportation security and border management, cargo operations and more.

With a customer service team of over 2,000 staff around the world, SITA invests significantly in achieving best-in-class customer service, providing integrated local and global support for both its communications and IT application services.

SITA has two main subsidiaries: OnAir, which is the leading provider of in-flight connectivity, and CHAMP Cargosystems, the world's only IT company dedicated solely to air cargo. SITA also operates a joint venture, Aviareto, which provides aircraft asset management to the air transport community.

SITA is one of the world's most international companies. Its global reach is based on local presence, with services for around 450 air transport industry members and 2,800 customers in over 200 countries and territories. Set up in 1949 with 11 member airlines, SITA today employs people of more than 140 nationalities, speaking over 70 different languages. SITA had consolidated revenues of US$1.57 billion in 2012.

For further information go to www.sita.aero

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SITA photos and videos available here:

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Source: Business Wire India

BusinessWireIndia

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