IDEAS: Air Canada Introduces New Tracking Tool for Baggage and Mobility Aids

Air Canada is launching a new feature within its mobile app that will enable customers to track their baggage and mobility aids in real time.

According to the U.S. Department of Transportation, more than one in every 100 wheelchairs and scooters that travel in the cargo hold of an aircraft on domestic flights are damaged, delayed, or lost.

The tracking feature, which is integrated into the Air Canada mobile app, will provide updates on items at key milestones throughout the journey, and has been implemented to provide travelers with ‘added confidence and improve the overall customer experience through greater convenience,’ according to Air Canada.

Although only available to customers traveling within Canada at present, Air Canada expects the feature to be expanded to U.S. flights next year. 

"At Air Canada, we know that apart from a safe, comfortable journey, the prompt delivery of baggage and mobility aids is a top priority for our customers. We already achieve a very high reliability rate, but to further elevate our service we are introducing a new tracking feature in the Air Canada mobile app to give customers real-time information, greater certainty about the movement of their belongings during their trip, and heightened convenience," said Tom Stevens, vice president, customer experience and operations strategy at Air Canada in a release.