SITA reports a significant drop in the air transport industry’s baggage mishandling rate to 6.9 per 1,000 passengers in 2023, despite a surge in passenger numbers, highlighting the positive impact of technology investments.

SITA, a global leader in technology solutions for the air transport industry, has reported a significant improvement in the industry’s baggage handling performance. According to the newly released SITA Baggage IT Insights 2024, the rate of mishandled baggage has fallen from 7.6 to 6.9 per 1,000 passengers in 2023. This achievement comes despite passenger numbers exceeding 2019 levels for the first time in five years, reaching 5.2 billion.

The long-term trend highlights the positive impact of technology investments. Since 2007, the mishandling rate has plummeted by 63%, even as passenger traffic has surged by 111%. Nonetheless, the industry continues to face challenges, particularly in managing peak baggage volumes. The report underscores the necessity of advancing the industry’s digitalisation agenda, focusing on AI for data analysis and computer vision technology in automated baggage handling.

The push for improved baggage handling must include full automation, robust communication, and comprehensive visibility of each bag’s journey. SITA’s research reveals that passenger anxiety about delays and cancellations stood at 32% in 2023. The data shows that two-thirds of airlines now offer unassisted bag drop services, and 85% of airports provide self-service bag drop options. This shift reflects a growing industry demand for self-service technology to enhance passenger flows. Furthermore, passengers increasingly prefer to use their mobile phones throughout their journey, with 32% relying on bag collection information sent directly to their devices. Enhanced communication and visibility will foster greater adoption of digital self-service, giving passengers more control over their travel experience.

Collaboration remains crucial. While airlines and airports share baggage data, there is room for improvement. Currently, only 58% of airlines share data at baggage collection, whereas 66% of airports share baggage delivery data with airlines. SITA’s Baggage IT Insights survey cites IATA’s Resolution 753 initiative, which calls for full baggage tracking and real-time status data sharing across the baggage journey. Additionally, Airports Council International advocates for self-service, real-time communication, and visibility for passengers to reduce stress and anxiety.

David Lavorel, CEO of SITA, commented:

The improved mishandled baggage rate in 2023 is great news for passengers and for aviation. It’s especially impressive as global passenger traffic grew strongly in 2023 and is set to double by 2040. We clearly see from the SITA Baggage IT Insights results 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 to make the journey smoother. 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.

Regionally, the SITA Baggage IT Insights report reveals varying trends. In North America, the mishandling rate decreased modestly from 7.1 per 1,000 bags in 2007 to 5.8 in 2023. U.S. airlines achieved a 9% year-on-year reduction in mishandled baggage in 2023, attributed to increased frontline workers and investments in baggage equipment and IT.

In Europe, the region experienced the most significant long-term reduction globally, with the mishandling rate dropping from 16.6 per 1,000 bags in 2007 to 10.6 in 2023.

In Asia Pacific, the mishandling rate has remained steady at 3.0 per 1,000 bags in 2023, down slightly from 3.1 in 2007, representing the best performance globally. The report commends the region’s consistent success, despite recovery challenges, attributing this to effective digitalisation of baggage handling processes.

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