SITA has reported a positive trend in the industry's rate of mishandled baggage.
According to the newly launched SITA Baggage IT Insights 2024 report, the global number of mishandled bags per 1,000 passengers fell from 7.6 to 6.9 in 2023 despite rising passenger numbers.
The report reflects the positive impact of technology, with a 63% drop in mishandling from 2007 to 2023, even as passenger traffic increased by 111%.
The report also provides an analysis of North America, showing a modest drop in the baggage mishandling rate from 7.1 per 1,000 passengers in 2007 to 5.8 in 2023. The figures highlight a big improvement in 2023, with airlines reducing mishandled baggage by 9% year-on-year, attributed to increased frontline workers and investments in baggage equipment and information technology.
Travel and Tour World reports that baggage mishandling has also significantly reduced in Europe, with rates falling from 16.6 per 1,000 bags in 2007 to 10.6 in 2023.
According to SITA, the findings underscore the importance of continued investment in technology in addressing baggage handling challenges.
"Pushing ahead with the industry's digitalization agenda is vital, argues the survey, focusing on AI for data analysis and computer vision tech in automated baggage handling," SITA stated in a press release.
The report also indicates passenger anxiety about delays and cancellations decreased to 32% in 2023. The adoption of self-service technologies by airlines and airports, such as unassisted and self-service bag drops, has been received positively by pax, reflecting industry demand for digital self-service.
However, for further advancements, the report stresses the need for full automation, good communication, and full visibility of each bag's journey. Collaboration, particularly in data sharing, is identified as critical, with opportunities for improvement in sharing data at baggage collection.
"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," David Lavorel, CEO of SITA, stated.
"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.”
While airlines and airports share baggage data, there’s still room for improvement, according to SITA.
Only 58% of airlines share baggage collection data. SITA’s Baggage IT Insights survey cites IATA’s call for full baggage tracking and real-time status data as part of its Resolution 753 initiative, with data sharing across the bag journey.
The survey also points to Airports Council International’s call for self-service, real-time communication, and visibility for passengers to further reduce stress and anxiety.
