SITA WorldTracer® Baggage Self-Service | SITA



SITA WorldTracer® Baggage Self-Service is SITA’s new generation self-service module. It allows passengers to report lost or damaged bags and track their status from an app on their own device. Fully branded to match your airline’s digital voice, it offers a modern and intuitive solution that is optimized for smartphones, tablets, PCs and Macs.

How it helps

In the post-COVID airport environment, airlines and airports will have to work within their existing infrastructure to ensure that both employees and passengers are able to safely distance from one another. Reducing queues will be more important than ever and efforts will need to be made to minimize both the number of people in a queue and the amount of time that they stand in line. Airlines and ground handlers will need to ensure that their staff can handle baggage issues without putting themselves or their passengers at risk.

By offering your customers the ability to report their mishandled bags via SITA WorldTracer® Baggage Self-Service, you can provide visibility of the reconciliation process and help mitigate the stress a passenger feels when his or her bag doesn’t appear on the carousel. No passenger wants to deal with a lost bag but being able to report and track it from an app on their own device can bring a measure of comfort to an otherwise uncomfortable situation. Give your passengers the tools they need to better manage their situation.


  • Allow passengers to create and submit a delayed or damaged bag claim online without having to meet a baggage agent
  • Available 24/7
  • Provides a mobile service to passengers seeking updates on their claim
  • Fully branded to match an airline’s 'digital voice'
  • Offers multi-language support (including the airline’s own language)
  • Optimized for use on PCs, tablets and mobile devices

Why is now the right time to move to Baggage Self-Service?

  • Reduce costs: Better communication reduces the need for passengers to contact your call center to check or update a file
  • Reduce queues and enforce social distancing: Passengers no longer need to queue at a baggage service desk and can avoid close contact with baggage staff
  • Improve the passenger experience: A fully branded website reassures the passenger about the priority of their mishandled bag and helps maintain your airline’s digital voice

Why us?

As we adjust to a new airport environment, the health and safety of your workforce and passengers will be more important than ever. By offering your passengers and staff a contactless, self-service option for reporting, tracking and managing lost or damaged bags, you can demonstrate your ability to put their wellbeing at the forefront while simultaneously making your operations run more efficiently and cost effectively. SITA WorldTracer® Baggage Self-Service provides a future-proof solution to support your baggage management needs in times of recovery and growth.

Baggage Self-Service provides a single point for the passenger to:

  • Report their delayed and damaged baggage
  • Check the status of their file and update information
  • Receive automatic prompts and process a claim form online
  • Message the airline and add documents and images if necessary

WorldTracer® Baggage Self-Service is supported by SITA Global Services (SGS), which provides global business continuity through a flexible service model. Our monitoring service ensures your IT systems are reliable and available, around the clock and around the world.

Our experts proactively monitor your infrastructure, identifying and resolving problems before they impact your business.

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