Digital Day of Travel Improvements
I led the product team in launching multiple day-of-travel improvements that simplify the customer experience.
Digital Bag Check in the App
Customers can now add standard free bags to eligible trips directly in the app at nearly all airports. Benefits include:
- Saves time at the kiosk when printing bag tags
- Informs customers about the bag-check process before arriving
- Visible during check-in and when viewing your trip
We extended this to nearly all airports and continue to monitor performance.
Nearby Airport Rebooking for Disrupted Trips
If an eligible trip is disrupted and a flight is no longer scheduled to operate, customers can now rebook to or from nearby airports. For example, travelers in areas like Los Angeles with five airports can opt to rebook from any of them.
This flexibility helps customers get to their destination even when original plans change.
More to Come
We had more exciting updates on the roadmap, including the bag tracking feature and many other improvements to enhance the Southwest app experience.
Team Effort
Both features required cross-functional collaboration across multiple Southwest teams, demonstrating our ability to ship meaningful improvements that help customers on their day of travel.
Digital Bag Check saves customers time at the kiosk; Nearby Airport Rebooking gives flexibility when trips are disrupted.
