Baggage Claim Is Not Usually Where Airlines Create Differentiation
But that is exactly why it matters.
With JazLink, Jazeera Airways has introduced a more coordinated passenger communication experience, including baggage belt notifications that reduce uncertainty at one of the most overlooked moments in the journey.
1. Integration: Bypassing Silos
Instead of relying on isolated batch files, 22North connects directly to the core Passenger Service System and live operational feeds. When a flight lands and a baggage carousel is assigned, our orchestration layer registers the event in real time.
2. AI Logic: Making the Right Decision
Airlines often end up sending fragmented messages because systems do not speak to each other. 22North acts as the central brain.
Before sending a baggage notification, the logic checks the passenger’s context:
- Has the flight actually arrived?
- Did the passenger receive another update recently?
- Are there overlapping alerts?
The result is one clear, relevant message instead of multiple disconnected updates.
3. Omnichannel Delivery: Taking Action Instantly
Once the logic clears the message, 22North routes it to the channel where the passenger is already available.
In Jazeera Airways’ case, that means WhatsApp, with the message instantly contextualised and delivered close to the operational event.
4. No-Code Workflow Control: Scaling Without IT Dependency
The airline’s CX and operations teams do not need IT intervention every time a workflow changes.
Using a visual canvas, they can drag, drop, and edit communication triggers as operational realities evolve.
The Outcome
The result is a unified orchestration layer where operational truth becomes passenger truth.
Passengers receive timely, relevant updates, operations remain aligned, and baggage claim becomes another touchpoint where the airline delivers a better travel experience.
Interested in learning how your organisation can deliver this kind of passenger communication experience?
