A Proactive Approach to Baggage Handling: Engineering Excellence for a Leading U.S. Airline

A leading airline partnered with Ascendion to engineer and deliver a modern baggage recovery solution designed to transform how agents support customers with mishandled baggage.

The airline set out to retire its legacy system, a platform with outdated technology that no longer met operational and customer service demands. To replace it, the airline envisioned a modern, cloud-native solution that could drive greater visibility, efficiency, and agent empowerment. Ascendion was engaged as the primary engineering delivery partner to lead this transformation.

The next-generation solution represents a significant leap forward in baggage recovery operations:
  • Enhanced Agent Experience: Featuring a redesigned user interface, the tool provides agents with greater visibility into baggage status, empowering them to address customer concerns more effectively.
  • Proactive Service Model: Moving from a reactive approach to a proactive process, the new platform enables real-time monitoring and intervention, reducing delays and improving customer satisfaction.
Ascendion’s expertise in software engineering, cloud technologies, and user experience design has been instrumental in reimagining the baggage recovery process. This solution not only modernizes operations but also underscores the Ascendion’s commitment to delivering exceptional customer experiences through innovation.

Engineering a Seamless Baggage Experience

Ascendion worked with the airline on a multi-year, multi-phase journey, that combined domain expertise, innovative engineering, and cutting-edge technology to tackle the challenge.

2021: Building the Foundation

We engaged the client in workshops to better understand objectives, pain points, and the operational systems involved. Based on this analysis, we built out a detailed business case and a recommended roadmap for addressing baggage handling challenges.

Key priorities included:

2022: From Ideation to Innovation

Ascendion brought the roadmap to life through a Proof of Concept (POC), developed in collaboration with the Airline’s Innovation team and a third-party hardware provider.

We built out a pilot application to enable the following:

This innovative approach was acknowledged as a gamechanger, demonstrating the transformative potential of IoT tags in baggage tracking. The engagement reinforced our partnership with the airline and solidified Ascendion’s role as a strategic partner.

2023: Designing a Unified Baggage Solution

Following the successful POC, Ascendion began developing the Baggage Service Office (BSO) Tool, a cloud-native platform that would unify 5 key functions, supporting a new and revamped operational process for baggage recovery and claims handling, powered by system driven workflows.

Phase 1 of development focused on customer management which would enable the following functions:

2024: Delivering a Transformative Solution

Ascendion worked on delivering Phase 2, which built out new features into the BSO tool, such as:

The Benefits: Driving Efficiency, Satisfaction, and Savings

The BSO Tool has transformed the airline’s baggage management processes, delivering significant business outcomes:

By reimagining baggage recovery and claims with innovative technology and streamlined processes, the airline now delivers a seamless experience for both passengers and baggage agents. These solutions have set a new standard in baggage handling, ensuring efficiency, transparency, and lasting customer satisfaction.

Featured Client Outcomes