Rossiya Airlines (Aeroflot Group) has switched to a domestic automated passenger baggage search system. The Russian BAGS Search service allows the airline to promptly process all incidents occurring during baggage handling. The system collects data on lost, unclaimed, redirected, and damaged luggage, as well as items found on board aircraft.

“The BAGS Search service was developed by Airports of Regions Management Company. Rossiya Airlines took active part in its testing and submitted its comments. We have now started full-scale operation of the service, which fully meets the high requirements of our airline,” said Ksenia Similyak, head of the baggage search group at the claims division of the Ground Transportation Support Department of Rossiya Airlines.

The quality of passenger service is a priority for Rossiya Airlines. The airline approaches its choice of baggage incident handling service with special responsibility. If baggage does not arrive, is damaged, or unclaimed, the problem should be resolved as promptly as possible.

When choosing an IT service provider, the airline was tasked with not only retaining its current experience in this area, but also improving the handling of passenger baggage incidents. Some of the important requirements were extended functionality, a high level of automatization of incident handling, a user-friendly interface, and the ability to work with other aviation industry partners in a shared information environment. The carrier traditionally pays special attention to the passengers’ personal data security, the protection of which is provided by the service at a high level.

“Our solution was not limited to the search system. We also automated other types of incidents and implemented a number of unique functions: damage marking on 3D models, photographic registration of unclaimed baggage, and instant comparisons,” said Konstantin Panev, Director of Digital Transformation at Airports of Regions Management Company. “A whole set of measures has been developed and implemented to ensure the security of personal data storage. Data is processed entirely at certified data processing centers, vulnerability tracking is implemented, and a number of independent intrusion tests have been successfully conducted.”