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Case Study: Utilizing Real-Time Data To Optimize Baggage And Mail Handling With Rugged Mobile Computers And Homegrown Web-Based Applications
In the early 2000s, Continental's IT infrastructure consisted of several stand-alone legacy computer systems. For example, the airline's passenger and baggage tracking database didn't integrate with the company's aircraft load planning solution or other systems. Furthermore, the data contained in any of these systems was not made available to Continental's cargo personnel who worked planeside. These "information silos" contributed to several baggage handling issues.
First, since planeside employees did not have real-time access to passenger data, they sometimes did not know or were late to know when or if a passenger was rerouted on another flight. This resulted in lost or delayed baggage. Furthermore, when a passenger arrived at a destination city without their luggage, there often was no way for claims personnel to know where the bag was because cargo was not scanned or tracked at planeside.
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