Tomasz Pawliszyn, chief executive of AirHelp, says airport and airline baggage handling processes are falling behind other technological advances

The rate of mishandled luggage was 7.6 bags per thousand passengers in 2022, doubling from the previous year and leaving more customers across the globe frustrated and inconvenienced.

What’s more, the financial implication on the global airline industry reached a staggering $2.2 billion.

Flight disruptions are continuing to be a leading cause of the rise in lost luggage with tight transfer times and missed connections impacting the handling of operations.

While passengers have continued to take proactive steps to keep track of luggage, such as using distinctive luggage tags, AirTags and opting to purchase travel insurance that covers the loss of baggage, global airports and airlines are looking for solutions to tackle this issue.

Through the implementation of new solutions, including enhanced tracking analytics, automation and improved communication within the baggage handling process, airports and airlines can together improve plummeting customer satisfaction and save significant costs.

Embracing Cutting-Edge Technology

In an era defined by digital transformation and technological advancements, airport baggage handling processes are falling behind.

The ongoing rollout of Artificial Intelligence (AI) within the travel industry is offering airports and airlines unique opportunities to pave the way for luggage management, offering innovative solutions that facilitate tracking and enhanced data management.

By harnessing AI-powered recognition algorithms and machines, airports can develop sophisticated luggage management systems capable of efficiently and accurately managing the movement and tracking of passengers’ baggage throughout their journeys.

Additionally, AI-powered predictive analytics can anticipate potential disruptions for routes and destinations, and divert baggage accordingly, enabling airlines and airports to proactively prepare for the redistribution of luggage.

Radio-frequency identification (RFID) technology is another solution which will transform the handling of luggage across airports, enabling airport staff to pinpoint a single bag and track its movements throughout the journey.

Deploying RFID readers at various points along the baggage handling journey, including check-in counters, conveyor belts and transfer points, means the tags can be automatically scanned and traced from a central location, providing real-time visibility.

Bluetooth technology seems to be fully embraced by travellers using various luggage tags and devices to track their luggage, but this common, easy and cheap technology has not been fully embraced by the industry.

By investing in emerging, cutting-edge technology, the travel industry can minimise the rate of lost and misplaced luggage, improving the overall passenger experience.

Such solutions can both save costs from reduced lost luggage claims and give airports and airlines a competitive edge, driving new customers with services which minimise luggage complications.

A Blended Operations Strategy

With 96% of airlines and 72% of airports aiming to make touchless unassisted bag drop available by 2025, it’s clear that automatic baggage drop-off points are becoming a major development in airport procedures.

Although automated services will certainly help to tackle issues with speed and precision, they cannot eliminate the opportunity for luggage to be mishandled in all circumstances, particularly during peak travel periods or when unforeseen disruptions occur.

To optimise baggage handling, these methods should be met with investment in staff training and the introduction of robust quality control measures that can further enhance the reliability and accuracy of baggage handling operations.

Transforming the entire infrastructure across the passenger’s luggage journey requires a blended approach.

Combining automated systems with traditional manual methods to leverage the strengths of technology and people will optimise the luggage handling processes to mitigate risks and reduce errors that threaten the safety and movement of passengers’ belongings.

The objective for airports is to ensure they can deliver a seamless and reliable luggage operations system that enables passengers to enjoy an easy and stress-free travel experience.

Proactive and Transparent Communication

Improving communication channels between airports, airlines and passengers is vital in facilitating enhanced tracking and tracing of lost luggage.

Developing a transparent and centralised hub for customer queries when facing issues with misplaced luggage will streamline the process of locating passengers’ items and increase satisfaction rates.

Airports and airlines can also combine AI capabilities with easily accessible communication channels that offer immediate updates on luggage handling and whereabouts, eliminating the need for increased customer service staffing and delays in updates.

These communication channels can process a huge number of passenger enquiries with close to 100% automation.

With the adoption of a proactive communication strategy – alongside digital platforms and mobile applications that allow real-time updates, automated notifications and personalised alerts – passengers will gain peace of mind with reduced frustrations and stress.

Airlines and airports must foster trust and confidence from passengers in their capabilities to reunite them with their luggage, with a focus on transparent communication to improve the overall customer experience and satisfaction.

 Boosting Satisfaction and Cutting Costs

The travel industry continues to navigate hurdles triggered by staff shortages, increased travel appetites and workforce strikes, but customer satisfaction is now at the forefront of operations.

Airports and airlines must remain proactive in implementing strategies that ultimately provide a smoother and more satisfactory travel experience for passengers.

By addressing these issues, the industry can tackle falling satisfaction rates and save significant costs in the process.