SITA and Zračna luka Ruđer Bošković have launched a Digital Innovation Partnership aimed at tackling one of the most stressful moments in the passenger journey – when baggage fails to arrive at its destination. The collaboration, formalized through a Letter of Intent, is designed to ease operational bottlenecks and modernize day-to-day processes at one of Croatia’s busiest international airports, particularly during the demanding summer peak season.
As part of the partnership, a Digital Innovation Hub has been established to develop and test solutions powered by artificial intelligence, Internet of Things (IoT), cloud technologies, and biometric systems. Rather than implementing large-scale disruptive programs, the focus is on practical, targeted tools that address clearly identified operational challenges without interfering with ongoing airport activities.
The first project under the initiative focuses on mishandled baggage, introducing WorldTracer® Bag Mate, an AI-driven solution integrated directly into the airport’s website. Passengers reporting a missing bag no longer need to wait at an arrivals desk or remain uncertain about the next steps. An intelligent chatbot guides them through the process via their mobile device, provides automatic updates, and keeps them informed in real time. The system uses agentic artificial intelligence capable of interpreting passenger sentiment, combining automation with human expertise when needed.
For airport and airline teams, the operational impact is significant. Around 80% of baggage-related cases are resolved instantly through automation, reducing manual workload, particularly during peak traffic periods. The result is shorter queues at arrivals, fewer routine cases reaching service desks, and a lower risk of errors during busy operations. At the same time, staff can dedicate more attention to complex cases that genuinely require human intervention.
Dubrovnik Airport CEO Viktor Šober emphasized that the partnership focuses on resolving real operational pressure points, noting that mishandled baggage creates stress for both passengers and frontline teams. Marina Zviagina, SITA’s Vice President for Eastern Europe, highlighted that airports need solutions passengers can see and staff can trust, stressing that intelligent automation can enhance both satisfaction and efficiency simultaneously.
Beyond baggage services, the partnership opens the door to broader improvements in passenger flow, operational efficiency, and sustainability. Digitalized processes reduce paper usage, eliminate unnecessary manual steps, and enable better use of existing resources. As passenger volumes continue to grow and infrastructure capacity remains finite, such incremental yet strategic innovation becomes increasingly essential.
The approach adopted by Ruđer Bošković Airport may serve as a practical model for other airports: start with a clearly defined issue, deploy a solution that integrates seamlessly into existing operations, evaluate its performance, and expand progressively. The partnership demonstrates that meaningful digital transformation can begin immediately, delivering tangible benefits for both passengers and airport teams.
