Globalia’s airline has signed an agreement with Foundspot to locate lost belongings using artificial intelligence. The system is already operating in ten Spanish airports.
Air Europa has launched an innovative digital tool to streamline the location and return of lost items for its passengers.
Thanks to a partnership with Foundspot, the Spanish company specializing in lost item management using artificial intelligence, the airline will be able to increase its return rate by between 80% and 400%, thereby optimizing customer service at one of the most sensitive points of the flight experience.
The system is already operational at major domestic airports, including Madrid-Barajas, Barcelona, Palma, Malaga, and Valencia, and will be progressively extended to the entire operating network.
Artificial intelligence at the service of the traveler
The new procedure is based on a proprietary algorithm developed by Foundspot that analyzes matches between items reported as lost by users and items found by Air Europa staff.
Using a digital form on the airline’s website, passengers can describe the item, where they believe they left it, and when it was lost.
The platform compares this information with the database in real time, and when a match is detected, the system notifies the user by email to initiate the verification process and send it by courier anywhere in the world.
“We apply the most advanced technology to offer real, accessible, and humane solutions to our passengers,” explained Air Europa’s Customer Experience department.
Javier Hidalgo and the technological approach of the Air Europa model
The initiative is part of the Globalia group’s digital transformation and has been supported by the strategic team led by Javier Hidalgo, who has been leading the consolidation of the airline’s operational and financial pillars since January 2025.
“Investing in technology isn’t just about innovation; it’s a way of taking care of every detail of the customer experience,” said Javier Hidalgo, referring to the implementation of the new system as part of the company’s passenger-centric approach.
This agreement adds to other technological solutions recently implemented by Air Europa, such as shared ticket purchases between multiple cards or individuals, as well as its artificial intelligence-powered customer service system.
More efficiency, less loss, better reputation
In addition to improving the user experience, the new system helps reduce lost item storage space, avoids unnecessary procedures, and lowers replacement costs for passengers.
It is a sustainable and scalable solution that meets the efficiency and service standards that Air Europa has established in recent years.
Thanks to these types of initiatives, the airline was recently awarded a four-star rating by APEX, particularly in the passenger service category.
