Baggage tracking in Air NZ app en route for customers

Customers travelling with checked baggage will soon be able to keep tabs on their bag's journey in the Air NZ app.
11 May 2023
  • New feature allows customers to track the status of their bags from check in to arrival
  • Released for a percentage of app users travelling on a domestic flight as a first step
  • Includes guidance for customers on what to do if their baggage isn't where it is expected to be.

 After running a successful pilot programme for domestic customers in April, Air New Zealand is expanding the test run of the feature to 25 per cent of app users travelling domestically and releasing the feature to five per cent of app users travelling on an international short haul flight.

The feature allows customers to view the last recorded status of their bag(s) in the Air NZ app while they are travelling. After completing bag drop 'Check status' will appear on the baggage card on the flight details screen in the app.

Passengers can track the progress of their luggage throughout their journey – from check in, on board, to when it arrives at their destination.

Air New Zealand Chief Digital Officer Nikhil Ravishankar says Air New Zealand is dedicated to becoming the world's leading digital airline and baggage tracking shows its commitment to delivering customer-focussed innovations.

"Updates to our app last year mean we are now able to be more adaptable when it comes to creating and adding digital solutions that solve pain points for customers. Baggage tracking is a perfect example of this.

"Customers can track the journey of their bag and receive guidance on what to do if their bag has taken a detour. In an upcoming release, customers will also be able to report and monitor mishandled baggage via the app.

"Piloting the features gives us the opportunity to trial and test among a small group of passengers to troubleshoot any challenges, which will allow a more seamless rollout to all app users towards the middle of this year.

"Baggage tracking puts information directly in the hands of our customers, streamlining processes, relieving pressure on our teams, and giving passengers peace of mind that their luggage is on the journey with them."

When rolled out, the feature will be accessible through the Air NZ app, which is available for download on both iOS and Android devices.

Resolving the baggage backlog

Mishandled baggage came under the spotlight recently when large numbers of bags were delayed over the busy summer period, following significant weather disruptions both locally and overseas. During that period the number of mishandled bags created a significant backlog needing to be cleared through biosecurity checks prior to delivery back to their owners.

To ease the pressure on teams and repatriate bags with their owners faster, Air New Zealand worked with the Ministry of Primary Industries (MPI) Biosecurity Team to create a new digital tool for its Baggage Tracing Unit to expedite clearance processes and remove the requirement to use paper receipts.

"In partnership with MPI, we have developed a new digital system that streamlines the biosecurity baggage screening process, introducing efficiencies that ensure customers are reunited with mishandled bags faster," says Mr Ravishankar.

"Since the challenges earlier this year, the introduction of digital tools has meant we have cleared the baggage backlog and we are now better prepared to deal with any future disruptions that may occur."



Issued by Air New Zealand Communications.

About Air New Zealand

Air New Zealand's story started in 1940, first taking to the skies between Auckland and Sydney on a flying boat - a Short S30. Known for its warm Kiwi hospitality, today, the airline has 104 operating aircraft ranging from Boeing 787-9 Dreamliners and Airbus A320s to ATRs and Q300s, offering customers comfort in the latest most efficient jets and turboprops. It's a modern fuel-efficient fleet with an average age of 7.3 years. Air New Zealand's global network of passenger and cargo services centres around New Zealand. Pre-Covid, the airline flew more than 17 million passengers every year, with 3,400 flights per week. Air New Zealand was recently named the World's Safest Airline by the Australian rating service, highlighting the airline's laser-focus on safety. Last year, Air New Zealand won Best Corporate Reputation in New Zealand – 8th year in a row.

Air New Zealand has a well-connected domestic business, connecting customers and cargo to 20 different regions around New Zealand. Internationally, the airline has direct flights to major cities across Australia, Asia, the Pacific Islands and the US, and through its strong relationships with alliance partners, offers customers more choice and convenience to connect further afield to hundreds of destinations. Air New Zealand has a particular focus on sustainability and its Sustainability Framework  helps guide the airline's efforts in tackling some of New Zealand's and the world's most complex challenges. Air New Zealand aircraft are proudly identified by its distinct tail livery of the Mangōpare, the Māori symbol of the hammerhead shark which represents strength, tenacity, and resilience.


About Star Alliance

Air New Zealand is proud to be a member of Star Alliance. The Star Alliance network was established in 1997 as the first truly global airline alliance to offer worldwide reach, recognition and seamless service to the international traveller. Its acceptance by the market has been recognized by numerous awards, including the Air Transport World Market Leadership Award and Best Airline Alliance by both Business Traveller Magazine and Skytrax. The member airlines are: Aegean Airlines, Air Canada, Air China, Air India, Air New Zealand, ANA, Asiana Airlines, Austrian, Avianca, Brussels Airlines, Copa Airlines, Croatia Airlines, EGYPTAIR, Ethiopian Airlines, EVA Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, SWISS, TAP Portugal, Turkish Airlines, THAI and United. Overall, the Star Alliance network currently offers more than 18,500 daily flights to 1,321 airports in 193 countries.