AACO and SITA partner to implement AI for baggage management

The Arab Air Carriers’ Organization (AACO) and SITA have signed a Memorandum of Understanding to provide member airlines with WorldTracer® Bag Mate, an artificial intelligence solution designed to manage baggage disruptions.

Signed during AACO’s 59th Annual General Meeting in Doha, the agreement aims to streamline the process for passengers reporting delayed, damaged, or lost luggage. The AI system allows travelers to report issues via airline websites or WhatsApp using natural language. The technology processes routine requests, updates passengers on their bag’s status, and opens cases within the WorldTracer® global tracking system. Complex cases are automatically transferred to human specialists with a complete digital history.

According to SITA’s Baggage IT Insights 2026 report, mishandled baggage cost the aviation industry $6.3 billion in 2025, despite a 23% drop in mishandling rates. The report noted that three out of four incidents involved delays rather than permanent loss or damage.