United Airlines tracks lost bags with AirTags, revolutionizing luggage handling

In a significant move aimed at improving customer service, United Airlines has started using Apple’s Find My item location technology for tracking luggage. This new integration allows customers who travel with an Apple AirTag to share the real-time location of their checked bags with United customer service agents through the United app. This feature was officially announced recently as part of the airline's efforts to enhance the travel experience, particularly during the busy holiday season when lost luggage can be a common issue. The functionality is designed to minimize the inconvenience for passengers whose luggage does not arrive at their final destination. If a bag goes missing, customers have the option to file a delayed baggage report within the United app. Along with the usual report, those equipped with an AirTag can create a Share Item Location link using the Find My app on their iPhone, iPad, or Mac. This link is then added to the delayed baggage report, enabling authorized United agents to view the bag’s location on an interactive map, which continuously updates with new location data. United’s initiative is positioned as a proactive measure to address the challenges of delayed or lost baggage, which affects fewer than 1% of their customers but can significantly impact those individuals' travel experience. The airline made it clear that customers' privacy and security are paramount; the shared location will be disabled immediately upon reunification with the luggage, can be stopped at the customer's request, and will automatically expire after seven days. With the adoption of this technology, United expects a remarkable enhancement in customer service and efficiency when handling luggage issues. Moreover, the integration leverages a vast crowdsourced network consisting of over one billion Apple devices. This network employs Bluetooth technology to detect and report the approximate location of missing items, thereby expediting the recovery process for customers. Before utilizing this new feature, customers are advised to ensure their devices are running iOS 18.2 or later and that their United app is updated to access all functionalities. For those who may not have the United app, information regarding tracking misplaced luggage will be sent via text notifications, further supporting the recovery efforts for delayed baggage.