Digital Bag Tracking
I led the product team in launching Digital Bag Tracking on the Southwest app and website, giving customers visibility into where their checked bags are throughout their journey.
The Feature
Customers can now easily track their bag status in real-time:
- Find the feature on your digital trip card after checking in a bag
- Alternatively, use “Track Checked Bags” under the Flight menu
- Don’t forget—First Two Bags Fly Free (weight & size limits apply)!
Cross-Functional Achievement
This was truly a One Team, All Heart moment, with team members from across Southwest partnering together:
- Supply Chain (negotiating partnerships)
- Ground Operations
- Customer Experience & Digital
- Technology
- Customer Support & Service
- Customer Engagement
- Legal
- Marketing
Customer Validation
We refined the experience through customer feedback and usability testing, ensuring the feature meets real needs and is intuitive to use.
Peace of Mind
For customers, bag tracking provides peace of mind. Knowing where your luggage is reduces travel anxiety and builds trust in the Southwest experience.
A true One Team, All Heart moment—teams from across Southwest partnered to bring this to life.
Track your checked bags right in the app