We got our baggage back today. One week and two days ago, Delta forwarded them to New York and then Air India forwarded them to Delhi… while we stayed in Charlotte. The amount of tags on the baggage was insane; it was no surprise that it got sent all over the place, since the tags listed several different places and it was hard to identify which was the “last” tag.
A glance on the internet for lost baggage is pretty much horrifying. There’s even a site dedicated to selling people’s unclaimed baggage. I wonder what the turnaround time on this is. Still, it’s pretty depressing, and scary for anyone who’s lost their own baggage.
Where do the problems exist?
(1) The main problem exists in bureaucracy. Delta, Air India, and probably many other airlines have issues with obfuscating simple functions involved with baggage and ticketing. These are, of course, standardized through business software like SAP, but it’s pathetic that human error is still at large, and this is due to the inability to understand fifty different tags on a person’s baggage.
(2) In addition, this obfuscation combined with inabilities to communicate within different airlines places a huge burden on the consumer. Air India and Delta both rely on different record-keeping systems. This creates a big gray area when baggage is transferred between airlines.
Could this be done any better?
In an age where people are moving faster and communications are increasing in scope, maybe these airlines should start looking at adaptive business technologies.
RFID is a good example. Why not tack an inexpensive RFID tag onto every checked in baggage? Not only does it provide the perfect model, since information actually resides WITHIN the baggage itself, but it provides standardization in terms of allowing airlines to communicate (in this model, the baggage actually serves at the conduit of communication between airlines).
In addition, it greatly decreases the chance for human error. RFID Readers can be placed at various points within the airports and they don’t even have to be made by the same company. Soon, EPCGlobal will release the Gen2 RFID international standard. Any differentiation beyond the RFID tag is negligible.
Consumers (like myself) don’t have to bounce between calling Air India or Delta; their frustration can be easily suppressed when the baggage is scanned through a Reader, and an RFID Edge Controller can easily manage the intricacies involved in filtering the tags without human support. When baggage is transferred, data can be appended to the RFID, like a simple log. A tracking number can be associated with the RFID tag, so that a consumer can look up the bag itself.
More advanced possibilities..
More complex software could actually find missing bags *before* they become missing. An intelligent piece of software could analyze ETAs of baggage given their current position at any point in the world. Thus, the software would “expect” that an RFID reader would be triggered at a certain point with the corresponding tag. If it isn’t, the software could associate a warning flag with that tag and keep special watch on it, possibly automatically sending alerts to airline staff at the airport in which the bags were last scanned.
In this manner, airline staff are alerted only when necessary, and the system can “adapt” to any sort of situation. Hence, “adaptive business model”.