Aeromexico's chatbot helping passengers with baggage

Aeromexico, Mexico’s global airline, is the first in the world to integrate SITA WorldTracer^® baggage tracing service with its passenger chatbot. Using sophisticated artificial intelligence, Aeromexico will now be able to efficiently serve its customers via its chatbot to respond to queries about the location of their baggage.

A major international airline, with 22 million passengers and flights to 93 destinations, including 50 international routes on three continents, Aeromexico prides itself on excellent customer service. It’s chatbot, called Aerobot, is a big hit with customers who can use it on WhatsApp or Facebook Messenger. Currently, the chatbot handles more than 90% of the customer queries that come through those platforms.

Now, Aerobot will also be able to help Aeromexico’s passengers locate their luggage via SITA WorldTracer, the only global baggage tracing and matching system. The passenger simply enters some baggage information and Aerobot connects them to the latest status of their missing bag on WorldTracer, without the need for agent intervention.

Edouard Piquet, Senior Vice President Customer Experience, Aeromexico, said: “At Aeromexico we strive to serve our customers in the way that is most comfortable and practical for them. 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. Thanks to this technology we will be the first airline in the world to offer misplaced baggage assistance via WhatsApp. Clients can check the status of their luggage in real time through Aerobot, which is a result of our continuous commitment to offer the best to our clients.”

Uriel Torres, SITA Director General, Mexico and Central America, said: “Aeromexico is the first airline to harness artificial intelligence to improve its baggage services by delivering the SITA WorldTracer services via its customer chatbot. Using our WorldTracer API the service integrates quickly and easily providing the chatbot with the latest data available. 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.”

Across the globe, passengers are happy to use technology to improve their journey. The SITA 2019 Passenger IT Insights, published this week, shows that passengers are demanding more services in relation to their baggage and where these are available, satisfaction levels have surged. When asked, a majority of passengers said they would use mobile notifications to get information about their baggage at arrival and use their mobiles to track their bags or to report mishandled baggage. 

SITA is the world leader in baggage management including bag tracking and tracing. Its services are used in every major airport in the world. WorldTracer is a global tracing system that matches lost and found baggage. It allows airlines and ground handlers to find and repatriate lost baggage as quickly as possible. Its API provides a seamless web services interface for customers wishing to build their own applications. Today, more than 500 airlines and ground handlers at over 2,800 airports worldwide use SITA WorldTracer.