Bag-to-Remote
An Integrated and Modular Baggage Delivery Service
J.W. van den Berg (TU Delft - Architecture and the Built Environment)
Sicco Santema – Mentor (TU Delft - Responsible Marketing and Consumer Behavior)
Derek Lomas – Graduation committee member (TU Delft - Human Technology Relations)
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Abstract
As global air travel continues to rise, airports are investing in smoother passenger experiences: particularly during the departure process. Yet for many passengers, the moment of arrival remains stressful. At airports, this problem is particularly present for leisure passengers carrying heavy baggage. This thesis investigates how the Bag-to-Remote concept (wherein checked baggage is delivered directly from the airport to the passenger’s hotel) can enhance the arrival experience. Based on a user-centred design approach and structured by the Double Diamond model, the research consists of passenger interviews, expert consultations, journey mapping, case studies, and design methods to uncover insights across the baggage journey.The findings show that passengers experience peak stress at two moments: waiting for baggage and continuing onward travel. For families and group passengers in particular, baggage creates a mental and physical burden. Interviews and evaluations confirmed that passengers would value a service that removes this burden, as long as it is built into trust, integrated seamlessly into existing booking and travel routines, and clearly demonstrate relief. As a solution for this problem, the thesis proposes a modular, opt-in Bag-to-Remote service built on those three core principles: trust, integration, and relief. Passengers can join the service at five different stages: from booking their trip until arriving at the airport. Each stage is linked to a tiered benefit level. The service is supported by six key features, including one-click airline and/or airport integration, real-time tracking via email and a personal bag portal, and physical service closure via baggage tags. A detailed service blueprint visualizes how frontstage passenger actions align with possible backstage logistics.The proposed solution not only offers value to the passengers, but also airlines, airport operators, customs authorities, hotels, and logistics partners. The thesis also outlines a three-phase roadmap for implementation: a pilot phase, scaling up, and full integration. In conclusion, Bag-to-Remote is more than a convenience service. By transforming the baggage journey from a burden into a supportive, passenger-centred solution, the service has the potential to redefine arrival at airports, seeking to modernize the arrival journey experience.