26.02.2026.
SITA and Dubrovnik Airport launch a Digital Innovation Partnership with WorldTracer® Bag Mate, an AI-powered baggage service that reduces queues, eases staff workload, and restores passenger confidence.
When a bag doesn’t arrive, the problems show up immediately. Tired passengers stand at the arrivals desk, looking for answers. Frontline staff feel the tension on the other side of the counter. The pressure multiplies during the busy summer peak. Dubrovnik Airport and SITA are responding to this very real moment with a new Digital Innovation Partnership, designed to address baggage and other everyday operational challenges through smart, practical digital solutions.The partnership, formalized with a Letter of Intent, aims to reduce friction in airport operations at one of Croatia’s busiest international airports. As part of the collaboration, a Digital Innovation Hub has been created to develop solutions powered by artificial intelligence (AI), Internet of Things (IoT), cloud technologies, and biometric systems. A series of pilot projects will be conducted for research and development, alongside sustainability initiatives and digital transformation consulting.
The first major project addresses one of the most stressful points in the passenger journey: mishandled baggage. It marks the launch of WorldTracer® Bag Mate, an AI-powered system integrated directly into the Dubrovnik Airport web page. When a passenger reports a missing bag, they no longer need to wait at a desk or wonder what happens next. Using agentic artificial intelligence that can interpret passenger sentiment, the service combines automation with human expertise to resolve issues quickly. An intelligent chatbot guides passengers on their phone, sending automatic updates and keeping them informed at every step.
For airport and airline teams, the system is equally practical. Around 80% of baggage cases are resolved instantly through automation, significantly reducing manual workload during peak periods. The result is shorter queues in arrivals, reduced routine cases reaching staff desks, fewer mistakes during busy periods, and more time to focus on cases that genuinely require human attention.
Crucially, this is not a side system bolted onto airport operations. The service works seamlessly with existing baggage processes and customer service teams. There is no need for major changes on the ground. It is designed to run in live environments, where schedules change, volumes fluctuate, and staff are already stretched.
“This is about fixing real pressure points in the operation,” said Viktor Sober, Chief Executive Dubrovnik Airport. “Mishandled baggage is stressful for passengers and demanding for our teams. Starting this partnership with a solution that reduces workload while keeping passengers informed makes immediate sense for how our airport actually runs.”
Overall, the partnership reflects a broader shift in how airports approach technology decisions. Rather than large, disruptive programs, operators are looking for focused solutions that solve known problems and can grow over time. Dubrovnik Airport’s Digital Innovation Hub provides a structured way to test and deploy ideas without disrupting daily operations. It also sets a strong example in a region where this kind of long-term, innovation-led collaboration is still uncommon.
“This partnership reflects our shared vision for the future of aviation,” added Marina Zviagina, Eastern Europe Vice President at SITA. “Airports need solutions that passengers notice and staff trust. Intelligent automation can improve satisfaction and efficiency at the same time, in a way everyone can see. Together, we will develop innovations that benefit Dubrovnik Airport and set a benchmark for the industry across Croatia and beyond.”
The partnership opens the door to improvements across passenger flow, operations, and sustainability. Digitized processes reduce paper, cut unnecessary manual steps, and help make better use of existing resources. Each change may be small on its own, but together they matter as passenger volumes grow and airports are asked to do more with the infrastructure they already have.
Looking ahead, Dubrovnik Airport’s approach offers a practical example for other airports: start with a clear problem, deploy a solution that fits existing operations, learn from it, and expand. This partnership shows that meaningful progress can begin today, delivering real benefits for passengers and staff.