United Airlines Integrates Apple Find My into Baggage System
In a development which signals increased integration between consumer technology and enterprise systems, United Airlines has implemented Apple's Find My network application programming interface into its baggage tracking systems.
The integration enables passengers to share location data from Apple AirTags, the Bluetooth tracking devices which transmit location data through Apple's Find My mesh network of iOS devices, with United's ground handling teams.
- 120,000 Apple devices deployed across United Airlines' operations network
- 99% of passenger bags reach their destination on the same flight as their owner
- 15 minutes average time saved during disruption events through automated rebooking assistance
The system operates via Apple's iOS 18.2 software update, which permits the secure transmission of location data between passengers and airline staff. Passengers can submit delayed baggage reports through United's mobile application, incorporating a Share Item Location link generated by Apple's Find My application.
Harnessing real-time location data
The implementation forms part of United's operational technology programme, which has deployed 120,000 Apple devices across its network. Already, United reports that 99% of passenger bags reach their destination on the same flight as their owner.
David Kinzelman, United's Chief Customer Officer, explains: “For years, every customer has been able to track the journey of their bag through the United app as it is scanned on and off the plane, and previously, they didn't have a way to directly share their AirTag information with our baggage team.”
This real-time data enables enhanced ground operations at United Airlines terminals, with the system providing United Airlines customer service representatives with an interactive map displaying tagged item locations.
The map updates when new locations are detected and displays timestamps of recent updates, enabling targeted allocation of baggage handling resources.
Passengers are able to retain control of location sharing, with automatic expiration after seven days. The system also utilises end-to-end encryption technology, which prevents location data access by Apple or accessory manufacturers.
The AirTag integration builds on United's existing digital infrastructure. The carrier has previously introduced Live Activities for iPhone, displaying flight information on device Lock Screens and Dynamic Island interfaces without application access.
United's automated baggage drop system also enables passengers to check bags through the mobile application prior to airport arrival. At Newark International Airport for instance, TSA PreCheck Touchless ID passengers can utilise facial scanning technology for bag drop, which reduces processing time to under sixty seconds.
AI improves disruption management
United Airlines has been implementing AI systems to provide passengers with additional information, which includes radar maps that explain weather-related delays. The system transmits messages explaining regional weather impact on flight schedules.
For years, every customer has been able to track the journey of their bag through the United app as it is scanned on and off the plane, and previously, they didn't have a way to directly share their AirTag information with our baggage team.
United’s other digital systems include automatic rebooking assistance during flight disruptions via its mobile app. As a result of this tool, the airline reports a 15 minute reduction in passenger waiting time during disruptive events.
The airline has also introduced Agent on Demand enabling passengers to initiate video calls, text messages, or voice calls with customer service representatives through QR codes or the mobile application, reducing physical queuing requirements.
The Share Item Location feature requires iOS 18.2, iPadOS 18.2 or macOS 15.2. Passengers without United's mobile app are able to receive text notifications containing tracking information and Share Item Location links containing additional instructions for AirTag or Find My network accessories.
David Kinzelman adds: “Now, Apple's new Share Item Location feature will help customers travel with even more confidence, knowing they have another way to access their bag's precise location with AirTag or their Find My accessory of choice.
“They can easily and securely share that with us in the United app and our team can use the location information to find the bag and get it reunited with its owner much more quickly.”
Explore the latest edition of Mobile Magazine and be part of the conversation at our global conference series, Tech & AI LIVE and Cloud & 5G LIVE.
Discover all our upcoming events and secure your tickets today.
Mobile Magazine is a BizClik brand
