Airlines are stepping up their game when it pertains to enhancing the customer experience, especially during travel disruptions. Recently, major carriers, including United Airlines and Aer Lingus, announced their integration of Apple’s innovative Share Item Location feature for AirTags, aiming to make baggage tracking more secure and efficient for their customers.
According to United Airlines, the new feature is available with the rollout of iOS 18.2. This development is particularly significant for the small percentage—fewer than 1%—of travelers whose bags might arrive on later flights. By utilizing the Share Item Location feature, those flying with United can now privately and securely share the precise location of their AirTag with the airline’s customer service team, assisting them greatly if their luggage goes missing.
David Kinzelman, Chief Customer Officer at United Airlines, highlighted the practicality of this new integration. “For years, every customer has been able to track the journeys of their bags through the United app as it is scanned on and off the plane,” he said. “Now, Apple’s new Share Item Location feature will help customers travel with even more confidence, knowing they have another way to access their bag’s precise location.”
The process is remarkably straightforward. If luggage doesn’t make it to its intended destination, customers can file a delayed baggage report through the United app. Those carrying AirTags or Find My network accessories will then generate and share the Share Item Location link through the Find My app on their iPhone, iPad, or Mac. Once submitted, authorized United agents can track the bag’s location through an interactive map, which updates automatically.
Likewise, Aer Lingus has embraced this technological advancement. They too have integrated Apple’s Share Item Location feature, allowing their passengers to share the location of their AirTags or Find My accessories effortlessly. “At Aer Lingus, we are dedicated to ensuring our customers enjoy seamless travel experiences,” stated Susanne Carberry, Chief Customer Officer at Aer Lingus. She emphasized the significance of this feature to improving baggage recovery, reinforcing the airline's commitment to customer service.
Both airlines have acknowledged the fact—echoed often—that over 99% of checked baggage arrives at its destination without any issues. Yet, for the rare cases where luggage might be delayed, this new feature could make all the difference. “This feature assists us in the rare instances where a bag is delayed,” Carberry added. “Share Item Location will expedite locating the checked baggage item and returning it quickly.”
Security is another important component of the new functionalities. The Share Item Location feature operates on the Apple Find My network, which is comprised of more than one billion Apple devices. The system utilizes Bluetooth wireless technology to detect nearby missing items and report their locations without compromising user privacy. The entire process is end-to-end encrypted, providing peace of mind both for customers and the airlines.
For travelers eager to utilize this updated feature, both United and Aer Lingus recommend ensuring their devices are running on the latest operating systems—iOS 18.2 for iPhones and iPads, or macOS 15.2 for Mac users. If customers do not have the United app, they can still receive notifications via SMS if they need to track misplaced luggage and share their AirTag location.
This sophisticated feature is also part of broader customer service initiatives by both airlines. United Airlines, for example, has been at the forefront of implementing game-changing innovations across its operations. This includes live flight updates on iPhones and Apple Watches, allowing travelers to access real-time updates without needing to open the United app.
There’s also the convenience of the bag drop shortcut, which enables customers to bypass long check-in lines, leading to hassle-free experiences at the airport. Enhanced by facial scanning technology at certain locations, passengers using TSA PreCheck® can efficiently drop off their bags.
Aer Lingus, funded as part of the International Airlines Group and active participant of the FTE Baggage Innovation Working Group, shares this commitment to accelerate baggage recovery initiatives. Both airlines reinforce their positioning as industry leaders, focusing on improving transparency and enabling passenger self-service options.
Additional innovations, such as real-time weather delay updates and automatic rebooking assistance through apps, showcase both United and Aer Lingus’ forward-thinking approaches. Travelers can receive text messages containing radar maps to help identify weather-related flight impacts and discover alternate travel arrangements directly through mobile apps.
By ensuring such detailed tracking options, these airlines are not only enhancing customer service but also establishing themselves as reputable carriers willing to leverage the latest technologies for traveler convenience. The integration of AirTag compatibility expands customer empowerment as they navigate through the airport experience.
With both United and Aer Lingus making strides to improve their baggage recovery systems through the use of technology, the future of air travel looks bright. The hope is to minimize the inconveniences associated with travel disruptions and to assure passengers of timely and secure reclaiming of their belongings. With over 99% of luggage arriving safely as before, these small enhancements will play pivotal roles when things don't go as planned.
