When and why did you launch 100 Bagages?
Armelle Feumba - I launched 100 Luggage last year, based on my personal experience: a baggage incidentMy wheelchair didn't arrive at its destination. It was very unpleasant, especially as the care was not optimal. That's what prompted me to take on this project. Another member of the team also had a problem during a business trip to Russia. His meeting was scheduled for 8am, and he didn't have his luggage when he landed 2 hours earlier. The solution is now online and operational, and the first customers have already joined us..
Guy Lévi-Bochi - 100 Baggage is based on experience. A large proportion of the population has already had to deal with the problem of luggage incidents. You'd think that with the technological resources available in 2021, everything would be solved, that it's a 20th century problem. But despite the processes and the goodwill of the airlines, the processing chain is so complex, bringing together so many players, that a grain of sand can quickly upset the wheels.
help with stress management, taking the mental load off travellers
What is the balance between people and technology in the 100 Baggage solution?
Guy Lévi-Bochi - It's a mixture of the two. The technology is necessary, but it is not enough. Travellers without luggage find themselves at a disadvantage, particularly on a business trip, if their files are missing, equipment for a meeting is missing, or simply their suit... The aim is to intervene in stress management, to take the pressure off travellers mentally. Our primary aim is to reduce the level of anxiety, and often irritation... The human aspect is therefore crucialIt's about showing them that we care about them, that they're not just a file number. However, technology remains important: we need to connect to the SITA systems and access accurate information that can be used quickly.
Armelle Feumba - The aim is to recover a clear, precise information that can be used immediately. On the human side, we have made it a point of honour to reassure the traveller. It's something that's very close to my heart: providing proactive information to travellers to help them make the most of their journey. relieve.
Can't the airlines reassure the passengers concerned?
Guy Lévi-Bochi - Airlines have more or less open communication policies, which differ within the same group. Some carriers play the transparency card, and will proactively inform passengers, while others are afraid that this will backfire. The mere fact that we provide passengers with information reduces the passenger's 'thermometer' by 80%.
What is your relationship with the airlines in particular?
Armelle Feumba - This is one of the partnerships we are developing. We are working with the airlines to be able to find information at a very early stage, so that we can quickly offer passengers an alternative solution, rather than simply telling them that their baggage has gone missing.
Guy Lévi-Bochi - Companies are taking advantage of the complementarity that we can offer them. For some, this is outside their scope. We work well with them, especially as we also have an insurance component to facilitate the processing of claims. Companies have everything to gain because we add a layer of service.
When a problem arises, passengers prefer to have concrete solutions rather than a compensation claim.
Armelle Feumba - Airlines don't manage assistance at a local level, i.e. in which shop to find what the traveller needs, its location, opening times, etc. So they are interested in our offer. They are therefore interested in our offer. When a problem arises, travellers prefer to have concrete solutions, right away, rather than a compensation file!
What type of traveller are you targeting: the seasoned business traveller or the less experienced tourist?
Armelle Feumba - Both profiles are targets, even if their issues are different. In the case of the business travellerIt will above all be a time imperative He doesn't have the equipment he needs for his day's meetings, and he has to deal with this compensation claim at a time when his schedule is already full and disrupted.
Guy Lévi-Bochi - Time is money, and business travellers are more likely to allocate their "available brain time" to the objective of their business trip, rather than to looking for their luggage. Of course, a seasoned business traveller will prefer to keep his luggage in the cabin, to save time. But this is not always possible, depending on the equipment being transported, or even the time spent on site.
Armelle Feumba - We must also take into account the bleisure Travel: business travellers now tend to extend a business trip for pleasure. This can increase the volume of luggage.
How does 100 Bagages work in practice from the user's point of view?
Guy Lévi-Bochi - The service works upstream, with prevention: we encourage travellers to create an account on the 100 Baggage website before they travel, and to add photos of luggage. Airlines are very demanding, as this greatly reduces the time taken to search for a piece of baggage. With the help of artificial intelligence, the photo can be used to "match" the baggage you are looking for. This preventive aspect means you can prepare for your trip with greater peace of mind, by minimising the risks. In the event of an incident, this increases the chance of finding the baggage to 79%.
Armelle Feumba - When passengers describe their baggage, they do so subjectively, sometimes with a lack of precision about the actual colour or model. This doesn't always help airlines to identify it among the thousands of pieces of baggage. The photo therefore saves a crucial amount of time.
accounts opened with the Voyages Affaires code before 1 November 2021 will benefit from a preferential rate on premium paid services
What about marketing 100 Baggage?
Armelle Feumba - The application is free. Premium services are also under construction, and accounts opened with the BUSINESS TRAVEL code before 1 November 2021 will benefit from a preferential tariff on premium paid servicesand this for an unlimited period. A field is already provided for this purpose when the account is opened.
On which airlines or airports does the 100 Baggage application work?
Guy Lévi-Bochi - The application is multi-carrier, so we can offer global coverage. And we are in the process of setting up partnerships with airports and airlines so that they can promote the 100 Baggage service to their passengers. We are also in discussions with business travel agenciesSome of them have told us that they are just as helpless as passengers when faced with the problem of lost luggage. As for the airports, some of them are in a competitive situation, which is pushing them to improve the way they deal with passengers, so that they give preference to their hub.
What about compensation and insurance?
Guy Lévi-Bochi - Credit cards often come with insurance. Customers often forget about this, or are unaware of the terms and conditions, the maximum limit, etc. The 100 Baggage application therefore includes a checklist with questions about how the ticket was purchased, and a simulator then calculates the approximate amount of compensation the traveller could receive.
Armelle Feumba - For example, we assisted a traveller arriving in Paris from Algeria who was completely unaware of the insurance cover she had. We managed to get her 180 euros. Another 100 Bagages success story was a photographer on a business trip to Mexico. She contacted us after seven days without any news of her luggage, and we managed to find it. Above all, she was relieved to be able to delegate the search and the formalities, as she didn't have the time to manage the file given her professional commitments.
position 100 Bagages as the benchmark in baggage assistance
What is your roadmap for the coming months?
Guy Lévi-Bochi - There is a lot to be done, because there are still a lot of incidents: on average, worldwide, for all airlines combined, the rate is 1.5%. This represents a huge volume of baggage. For the moment, our roadmap consists of raising awareness of the 100 Baggage offer, starting with France and French-speaking countries, even though the service also works in English.
Armelle Feumba - Our short-term objective is also to finalise partnerships with major players airports and airlines. We are also looking to build up a sufficient number of users to refine the 100 Baggage offering and identify new needs. In the long term, the aim is to position 100 Baggage as the benchmark for baggage assistance.
Guy Lévi-Bochi - In addition to the partnerships we work on with airports, airlines and travel agencies, we also have links with insurance. They are also interested in the 100 Baggage service, with the aim of streamlining the process. Our role is to facilitatoror even delegateThis will give them greater control, bearing in mind that they also have to deal with a large number of frauds... We are at the centre of an ecosystem that brings together the traveller, the airlines and the insurance companies.. Our aim is to oiling the wheelsAnd that everything goes well for everyone. Especially since it's a well-known fact that an unhappy customer is more likely to talk about a bad experience than a satisfied customer...
