Armelle Feumba, CEO of 100 Bagages
When and why did you launch 100 Bagages?
Armelle Feumba – I launched 100 Baggage
last year, based on my personal experience: a baggage incident, my wheelchair not having arrived at its destination. It was very unpleasant, especially as the service was not optimal. That’s what prompted me to take on this project. Another team member also had a problem during a business trip to Russia. His meeting was scheduled at 8am, and he didn’t have his luggage when he landed 2 hours earlier. The solution is now online, operational, and the first customers have already joined us.
Guy Lévi-Bochi – 100 Baggage is based on experience. A good part of the population has already been confronted with the problem of baggage incidents. One might think that with the technological resources available in 2021, everything will be solved, that this is a 20th century problem. But despite the processes and the goodwill of the airlines, the processing chain is so complex, it brings together so many players, that a grain of sand can quickly disrupt the wheels
intervene in stress management, mentally unburden travellers
What is the balance between the human and the technology in the 100 Baggage solution?
Guy Lévi-Bochi – It’s a mix of both. Technology is necessary, but it cannot be enough. Travellers without luggage find themselves at a loss, especially on a business trip, if their files, equipment for a meeting, or simply their suitcase is missing… It’s a question of intervening at the level of stress management, of mentally relieving travellers. Our primary goal is to reduce the level of anxiety, and often irritation… The human aspect is therefore crucial, to show them that we care about them, that they are not just a file number. However, technology is still important: we need to connect to the SITA systems and access precise and quickly usable information.
Armelle Feumba – It’s a question of retrieving clear, precise information that can be used immediately. On the human side, we have made it a point of honour to reassure the passenger. This is something that is very important to me: to provide proactive information to the traveller in order to relieve them.
Are the airlines not capable of reassuring the travellers 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 travellers, while others are afraid that this will backfire. The mere fact that we give information to the passenger allows us to reduce the passenger’s “thermometer” by 80%.
What is your relationship with the passengers?
What about airlines?
Armelle Feumba – This is part of the partnerships we are developing. We are working with the airlines to be able to find the information very early on, and to be able to quickly offer an alternative solution to the traveller, rather than simply telling him that his baggage has been lost.
Guy Lévi-Bochi – The airlines are keen on the complementary services we can provide. For some, this goes beyond their perimeter. We work well with them, especially since we also have an insurance component to facilitate the processing of claims. The companies have everything to gain because we add a layer of service.
When a problem occurs, the traveller prefers to have concrete solutions rather than a compensation file
Armelle Feumba – The companies do not manage assistance at the local level, i.e. in which store to find what the traveller is missing, its location, its opening hours, etc. They are therefore interested in our offer. So they are interested in our offer. When a problem occurs, the traveller prefers to have concrete solutions, right away, rather than a compensation file!
What type of traveller do you cater to: the seasoned business traveller or the less experienced tourist?
Armelle Feumba – Both profiles are targets, even if their problems are different. In the case of the business traveller, it’s mainly a question of time: he doesn’t have the necessary equipment for his day’s meetings, and he has to manage this compensation file, when his schedule is already full and disrupted.
Guy Lévi-Bochi – Time is money, and the business traveller is more likely to allocate his “available brain time” to the objective of his business trip, rather than to the search for his luggage. Of course, a seasoned business traveler will prefer to keep his or her luggage in the cabin to save time. But this is not always possible, depending on the equipment carried, or even the time spent on site.
Armelle Feumba – You also have to take into account the bleisure parameter: business travellers now tend to extend a business trip for pleasure. This can increase the volume of luggage.
How does 100 Baggage 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 their trip, and to attach photos of their luggage. The companies are very demanding, as this greatly reduces the time needed to search for the luggage. The photo allows, with the help of artificial intelligence, to “match” the luggage sought. This preventive aspect makes it possible to prepare the trip with more serenity, by minimizing the risks. In the event of an incident, this increases the chance of finding the luggage to 79%.
Armelle Feumba – When passengers describe their luggage, they do so in a subjective manner, sometimes with a lack of precision on the actual colour or model. This does not always help airlines to identify it among the thousands of baggage. The photo therefore saves a crucial amount of time.
accounts opened with the Voyages Affaires code before November 1, 2021 will benefit from a preferential rate on premium paid services
What about the marketing of 100 Baggage?
Armelle Feumba – The application is free. Premium services are also under construction, and accounts opened with the code VOYAGES AFFAIRES before November 1, 2021 will benefit from a preferential rate on premium paid services, with no time limit. A field is already provided for this purpose when opening an account.
On which airlines or airports does the 100 Baggage application work?
Guy Lévi-Bochi – The application is multi-company, which allows us to offer global coverage. And we are in the process of setting up partnerships with airports and airlines so that they can promote the 100 Luggage service to their passengers. We are also talking to business travel agencies, some of which have told us that they are just as distraught as travellers when faced with the problem of lost luggage. As for the airports, some of them are in a competitive situation that pushes them to improve the way they take care of travellers, so that the latter will favour their platform.
What about compensation and insurance?
Guy Lévi-Bochi – There is often insurance linked to the credit card. Often customers forget about it, or don’t know the terms and conditions, the ceiling, 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 that the traveller could receive.
Armelle Feumba – For example, we assisted a traveller arriving in Paris from Algeria, who was completely unaware of the insurance covering her trip. We managed to get her 180 euros. Another success story for 100 Luggage was a photographer who was 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 this research work, these formalities, because she had no time to manage this file given her professional constraints.
Positioning 100 Baggage as the reference in the field of baggage assistance
What is your roadmap for the coming months?
Guy Lévi-Bochi – There is a lot to do, because there are still a lot of incidents: on average, worldwide, all airlines combined, the rate is 1.5%. This represents a huge volume of baggage. For the moment, our roadmap consists of making the 100 Baggage offer known, starting with France and French-speaking countries, even if the service also works in English.
Armelle Feumba – Our short-term objective is also to finalize partnerships with major players such as airports and airlines. We are also looking to have a sufficient number of users.The aim of this project is to identify new needs and refine the 100 Baggage offer. In the long term, the aim is to position 100 Baggage as the benchmark in the field of baggage assistance.
Guy Lévi-Bochi – In addition to the partnerships we are working on with airports, airlines and travel agencies, we are also in contact with insurance companies. They are also interested in the 100 Baggage service, with the aim of making the process more fluid. We have a role as facilitator, or even delegator, which allows them to have better control, knowing that they also have to deal with a large number of frauds… We are at the centre of an ecosystem that includes the traveller, the airlines and the insurance companies. Our objective is to put some oil in the wheels, and that everything goes well for everyone. Especially since it is well known that an unhappy customer will talk more often about his bad experience than a satisfied customer.
I’m Michelle, and I love to travel. As a former hotel expert for one of the world’s largest hotel chains, I’ve stayed in nearly every type of room imaginable (including many that were not so desirable!). Nowadays, I am fortunate enough to be able to explore the world on my own terms. From international flights to learning different languages, there is nothing too far out of reach!