Travellers flying with Virgin Australia could soon spend much less time stuck in airport queues, with the carrier unveiling a major digital overhaul to speed up check-in and simplify the airport experience.
The upgrades will roll out across 10 domestic airports from this month and are expected to cut average check-in times by up to 50 per cent.
A key part of the project is a new automated bag drop system. Guests who check in through the Virgin Australia app or online will be able to scan their boarding pass once, print a bag tag and immediately drop their luggage without rescanning documents.
The airline said the technology uses advanced camera and barcode recognition and will help ease congestion during busy travel periods.
Virgin Australia is also introducing new app-based functions previously only available through contact centres or airport staff.
Velocity Frequent Flyer Gold, Platinum and Platinum Plus members will be able to request earlier same-day flights through the app on eligible fares. Platinum Plus members can also request later flights on the same day.
Some travellers may also receive complimentary offers to move onto earlier flights during disruptions or peak travel periods if seats are available.
The app will additionally allow guests to bid for Business Class and Economy X upgrades.
Virgin Australia General Manager Digital, Alex Plummer, says the changes reflect growing demand for faster, digital-first travel experiences, with almost 80 per cent of guests already managing their bookings online or through the airline’s app.
“We’re incredibly focused on investing in the customer experience and that starts with digital ease – something our customers expect today,” he says.
“Today’s update is a major step forward in our mission to be Australia’s most-loved airline; allowing customers to check-in, manage their booking and move through the airport in a way that’s never been done before by an Australian airline.
“Nearly 80 per cent of our guests use the Virgin Australia mobile app and website to check in for flights and manage their booking, so we’re doubling down on improving our digital experience to slash the time it takes to check-in and bag drop by up to 50 per cent.
“In the year 2000, we were the first airline to launch online check-in, and this is just another chapter in a long history of innovating to make the customer check-in experience like no other.”
Meanwhile, priority bag drop areas for premium travellers will also open at participating airports, while airport staff will continue assisting guests requiring extra support or accessibility help.
The announcement follows several recent customer-focused initiatives from the airline, including baggage tracking, Pets in Cabin flights and its new all-in-one fare and rewards search tool.
KARRYON UNPACKS: Faster bag drops and app-based flight changes sound small, but they tackle one of travel’s biggest pain points: airport friction. For travel advisors, smoother journeys can boost customer satisfaction and loyalty.
