Boomerang Modernizes Airports Lost and Found Operations, Boosting Operational Efficiency and Customer Experience

Boomerang, a lost and found AI technology platform, announced January 10 it landed its two latest airport partners – Savannah/Hilton Head International Airport and Syracuse Hancock International Airport. Boomerang's intelligent, automated claim-to-item matching AI technology will enable the airports to streamline their lost and found operations and quickly connect passengers with missing items, ultimately elevating the traveler’s experience.

The Transportation Security Administration (TSA) estimates that approximately 90,000 to 100,000 items are left behind at checkpoints each month. That's over 1 million items lost annually at airport security checkpoints. This doesn’t include lost items found at other locations in the airport or those found by the airlines.

"Boomerang exists to enable people to get back the items they love as quickly and seamlessly as possible. Every airport needs Boomerang as a key touchpoint – whether the airport collects 100 items a month or 10,000 items a month. When interacting with an airport's lost and found operation, travelers deserve a standardized, modern and dignified experience that results in a positive and timely reunion," said Skyler Logsdon, Boomerang co-founder and CEO.

Airports use Boomerang to both improve traveler happiness and reduce employee stress; in doing so, they save money and improve their relationships with customers and employees.

"Before Boomerang – despite the best efforts of our staff members – the lost and found process was quite burdensome for all involved, often incorporating numerous departments of the airport authority," said Jason Mehl, chief commercial officer, Syracuse Hancock International Airport. "Improving the efficiency of reconnecting passengers with their lost items is a win-win: passengers have a user-friendly method of retrieving their items while the airport authority realizes improved efficiency as staff energy and efforts are directed more effectively."

Lee Ann Norris, customer experience manager, Savannah/Hilton Head Airport, added that the airport is "most excited to increase our communication and response time to passengers. Often, communication with a passenger requires multiple emails between our staff and the passenger, which can occur for several shifts, even days. The Boomerang platform will allow us to fill a big gap and prevent email correspondence from being 'lost in the email abyss.'"

Solving the lost and found challenge

Digital intake of a lost item claim from customers and uber-fast automated matching powered by Boomerang's AI technology significantly decreases calls and emails for airports' lost and found operations. The customer receives daily, automated updates on their claim to remain informed on the status of their lost item. Once a match is confirmed, the lost and found notifies the customer the airport has their item. Historically, airports haven't had the human power to keep customers in the loop on the status of their lost items, which means the customer must continue to call or email daily to get an update – an exhaustive process for the customer and airport staff.

Each airport partnership is another integral step forward in Boomerang's path to accomplishing its mission to resolve lost and found pain points when an item is misplaced.

"The strong momentum within our airport vertical showcases strategic partnerships that utilize the power of smart technology to reduce headaches and operational inefficiencies for airports' internal operations team," said Logsdon. "This simultaneously minimizes traveler stress and improves their overall state of mind."