Summary

  • Baggage mishandling rate fell in 2023, thanks to automation. More improvements needed for passenger satisfaction.
  • Collaboration and technology investments are crucial to reducing baggage mishandling rates in the industry.
  • Passenger visibility in the baggage process is key. Stay informed with real-time communication to reduce stress.

It is a fortunate traveler who has never lost or had a checked bag delayed, and there is nothing more sad than a passenger watching an empty carousel go around when everyone else has left. Speak to an airline Baggage Services department, and you will get the clear impression that it is just part of traveling, but for the unlucky passenger, that’s usually where the nightmare begins.

“It happens to everyone”

The pain of having your bag go missing is real, and to be told it only happens to XX bags per thousand is absolutely no comfort to a distraught passenger. Thankfully, the mountains of bags we saw when aviation restarted after the pandemic are gone, and according to air transport technology provider SITA, the rate of mishandled bags fell in 2023.

Upset Woman Lost Baggage While Traveling By Plane

Photo: Andrey_Popov/Shutterstock

In the recently released SITA Baggage IT Insights 2024 report, SITA said the number of bags mishandled by the industry fell from 7.6 to 6.9 per 1,000 passengers in 2023. This was despite passenger numbers growing to 5.2 billion, exceeding pre-pandemic 2019 levels for the first time in five years.

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Between 2007 and 2023, the mishandling rate declined by 63%, while passenger traffic rose by 111%, which SITA attributes to the positive impact of technology investments. To maintain and further reduce baggage mishandling rates, the report said the industry needs to push on with digitalization, focusing on AI for data analysis and computer vision tech in automated baggage handling.

AI and Automation needed

SITA CEO David Lavorel said the improved mishandling rate is great news for passengers, and it’s “especially impressive” as global passenger traffic grew strongly in 2023 and is set to double by 2040. He believes that baggage automation is the way forward with more collaboration, more communication with passengers and investments in new technologies such as AI and computer vision.

“From my own travel experiences, I can say this will be really welcome. Technologies like these are essential because they help us gather, integrate, and share data effectively. This means we can uncover important insights that make decision-making easier and more automated.”

A baggage handler filling up a cargo container with bags.

Photo: Akimov Igor | Shutterstock

The report said collaboration is critical and that while airlines and airports share baggage data, there is still room for improvement. At baggage collection, only 58% of airlines share data, while 66% of airports share baggage delivery data with airlines. SITA supports IATA’s call for full baggage tracking and real-time status data, with data sharing across the bag journey.

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Other SITA research said that two-thirds of airlines now offer unassisted bag drops, and 85% of airports offer self-service bag drops. Passengers want visibility in the process, and 32% rely on bag collection information sent directly to their mobile devices. The Airport’s Council International has also called for more self-service, real-time communication and visibility to reduce travelers’ stress and anxiety.

Globally, the lowest rate is in Asia-Pacific, which reported a steady long-term baggage mishandling rate of 3.1 per 1,000 bags in 2007 and 3.1 in 2023. North America runs second with a rate of 7.1 per 1,000 bags in 2007 to 5.8 in 2023, but European travelers are suffering, with the 2007 rate of 16.6 per 1,000 bags in 2007 and 10.6 in 2023.

Are you satisfied with how your baggage is handled? Let us know in the comments.

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