By 2011, according to the International Air Traffic Association (IATA) there will be 4.75 billion airline passengers a year. In other words that’s the equivalent of 3 out of every 4 people on the planet taking a flight in one year, and everyone of those trips involves an average of 1.6 bags per person – that is 7.6 billion bags a year. Every bag has a unique bar-marked id attached, however despite that it is estimated 1 in 100 gets misplaced, involving finding, tracking and reconciling with worried owners. If the ‘lost’ bags were lined up end to end the line they would stretch to the moon and back. This Moment of Truth (MOT), i.e. handing your bags to the airline, often turns to misery despite ongoing improvements to baggage handling computer systems. The cost of processing the lost bags for the airlines is significant, the traveler is dissatisfied with a disrupted trip, and staff are dislocated from other duties in tracking the things down.

Clearly optimizing this MOT would have far reaching effects and that’s precisely what Emirates are doing with a trial of Radio frequency ID (RFID) tags on every bag leaving Heathrow during 2008. Identified as part of ‘Simplifying the Business’ program which aims to reduce complexity and streamline processes, Emirates is leading the industry and will undoubtedly save money and simultaneously enhance customer service.

As someone who flies 350,000 miles a year I won’t be the only passenger switching my allegiance and in doing so Emirates will win the triple crown – Improved Revenue, Reduced Cost and Enhanced Service.

What are you doing to achieve Successful Customer Outcomes and Remove or Improve your organizations MOTs?

Review the Emirates plan http://www.ameinfo.com/146814.html

Read more about RFID in the airline business at http://www.iata.org/stbsupportportal/rfid/