When a bag is not read properly, airline personnel must intervene to correctly route the item in question to its proper final destination. This represents a quantum leap in accuracy, as industry statistics show that the present barcode systems correctly identify and route between 85 and 90% of all checked baggage. Pilot tests have been conducted at several major airports, showing that RFID can successfully sort and route checked baggage with a 99+% accuracy rate. Thus, there has been great interest in replacing the current barcode-based luggage tracking and sorting systems with RFID technology. While more than 98% of “lost” luggage is ultimately found and reunited with its owner, such recovery efforts are costly both in terms of the airlines’ expenses and the loss of goodwill and brand loyalty from the passenger. airlines, strained by financial difficulties, have reached a crisis point in their ability to securely and successfully route you and your bag to your destination at the same time. In all, the airlines racked up more than 3.5 million problem bags for the year, up significantly from prior years.Ĭertainly, the ability to deliver a passenger’s checked bag is central to any airline’s value proposition and its basic service promise. airlines lost, misdirected, or misplaced an average of 10,000 bags each day. In fact, the baggage problem is so bad that aggregate statistics for 2005 reveal that U.S. airlines are doing a disastrous job of handling their passengers’ luggage. According to a recently released report from the U.S. Apparently, more and more of us are having such “moments of truth” with the airlines. When we are standing at the baggage carousel at a remote airport late at night and our bag does not come out of the chute, we are having our very own personal “moment of truth” with the airline that brought us there, but not our luggage. From this simple “moment of truth” concept, Jan Carlzon took SAS – an airline that was failing at the time – and quickly turned it around to become one of the world’s premier airlines. Carlzon defined the “moment of truth” in any service business as, “anytime a customer comes into contact with any aspect of a business, however remote, (it) is an opportunity to form an impression.” Carlzon emphasized the importance of managing all the small details of the entire airline experience for passengers, in order to generate superior customer satisfaction and loyalty. Jan Carlzon, the former President of Scandinavian Airlines (SAS), wrote a best-selling business book in 1986, titled Moments of Truth. Wyld, Contributing Editor, AVISIAN Publishing
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