Latest news with #WorldTracer
The Guardian
06-08-2025
- The Guardian
Lost luggage, every traveller's worst nightmare
It's every traveller's worst nightmare: you arrive at your destination, but your luggage doesn't. Whether it's due to a mishandled transfer, or a sneaky suitcase thief in the arrivals hall, lost luggage can quickly turn a holiday into a stressful ordeal. Here's what to do if yours doesn't turn up. Report your luggage as missing All baggage is managed by the airlines from check-in to arrival. So once you are sure your luggage has not arrived, report it as missing at your airline's desk in the baggage reclaim hall (this is sometimes operated by a third-party ground handler). If there is no one at the desk, call your airline instead. File what's known as a property irregularity report (PIR) before you leave the airport. This official document is used to report incidents involving damaged, lost or delayed baggage. It serves as a record of the incident and is essential for initiating claims and tracking the status of the baggage. To complete the PIR, you will need to provide: the details on your baggage claim tag (attached to your boarding pass or passport); your flight number and travel itinerary; a detailed description of your luggage; contact details; and a delivery address for where you are staying. The airline will give you a reference number. Keep it safe as you will need this if you end up making a compensation or insurance claim. You can also input the reference number into the WorldTracer website, which provides up-to-date information on the status of lost baggage. Meanwhile, the airline will use the information on the PIR to locate your luggage (hopefully). Know your rights Your rights to compensation for lost luggage depend on whether you are abroad/on holiday, or arriving home, when your suitcase goes walkabout. If you have arrived at your holiday destination, you will usually be entitled to reimbursement for essential items, such as toiletries, basic clothing, medication and baby items. Some airlines offer a daily allowance for each day that your luggage is delayed, while others will reimburse you if you provide receipts for items you have bought. You will get less cash from the airline if your luggage is delayed on your return home. This is because airlines presume you have clothes and other essentials available to you at home. If your luggage is found, you will be notified by phone or email. The onus is on the airline to return your luggage to you – you shouldn't have to go back to the airport to collect it. If your bag is still missing after 21 days, it is officially declared lost. You can then file a claim for compensation directly with the airline. You will need to include a list of lost items (with estimated values), proof of purchase if available, receipts for interim expenses, and a copy of your PIR. The maximum compensation under international law (the Montreal Convention) is about £1,000 (the exact amount depends on currency fluctuations). Depending on your cover, your travel insurance may pay out for amounts over this limit if the airline refuses to fully cover the loss. Reduce the chances of your luggage getting lost Label your luggage inside and out with your name and contact details, and take a quick photo of your bags before checking in. Make sure you remove barcodes and tags from previous flights. Consider tracking devices such as AirTags or Bluetooth trackers for easier tracking in the event that your bag does get lost. Fly direct where possible. Direct flights significantly reduce the risk of lost luggage as they eliminate the potential for baggage transfer issues. If you need a layover, allow ample time for baggage transfers. Get to the luggage carousel as soon as you can. This will reduce the chance of your luggage being stolen or taken by someone else by mistake. Use a unique luggage tag or accessory to make your bag easily identifiable. Pack essentials, vital medication, a change of clothes and high-value items, in your hand luggage, just in case.
The Guardian
06-08-2025
- The Guardian
Lost luggage, every traveller's worst nightmare
It's every traveller's worst nightmare: you arrive at your destination, but your luggage doesn't. Whether it's due to a mishandled transfer, or a sneaky suitcase thief in the arrivals hall, lost luggage can quickly turn a holiday into a stressful ordeal. Here's what to do if yours doesn't turn up. Report your luggage as missing All baggage is managed by the airlines from check-in to arrival. So once you are sure your luggage has not arrived, report it as missing at your airline's desk in the baggage reclaim hall (this is sometimes operated by a third-party ground handler). If there is no one at the desk, call your airline instead. File what's known as a property irregularity report (PIR) before you leave the airport. This official document is used to report incidents involving damaged, lost or delayed baggage. It serves as a record of the incident and is essential for initiating claims and tracking the status of the baggage. To complete the PIR, you will need to provide: the details on your baggage claim tag (attached to your boarding pass or passport); your flight number and travel itinerary; a detailed description of your luggage; contact details; and a delivery address for where you are staying. The airline will give you a reference number. Keep it safe as you will need this if you end up making a compensation or insurance claim. You can also input the reference number into the WorldTracer website, which provides up-to-date information on the status of lost baggage. Meanwhile, the airline will use the information on the PIR to locate your luggage (hopefully). Know your rights Your rights to compensation for lost luggage depend on whether you are abroad/on holiday, or arriving home, when your suitcase goes walkabout. If you have arrived at your holiday destination, you will usually be entitled to reimbursement for essential items, such as toiletries, basic clothing, medication and baby items. Some airlines offer a daily allowance for each day that your luggage is delayed, while others will reimburse you if you provide receipts for items you have bought. You will get less cash from the airline if your luggage is delayed on your return home. This is because airlines presume you have clothes and other essentials available to you at home. If your luggage is found, you will be notified by phone or email. The onus is on the airline to return your luggage to you – you shouldn't have to go back to the airport to collect it. If your bag is still missing after 21 days, it is officially declared lost. You can then file a claim for compensation directly with the airline. You will need to include a list of lost items (with estimated values), proof of purchase if available, receipts for interim expenses, and a copy of your PIR. The maximum compensation under international law (the Montreal Convention) is about £1,000 (the exact amount depends on currency fluctuations). Depending on your cover, your travel insurance may pay out for amounts over this limit if the airline refuses to fully cover the loss. Reduce the chances of your luggage getting lost Label your luggage inside and out with your name and contact details, and take a quick photo of your bags before checking in. Make sure you remove barcodes and tags from previous flights. Consider tracking devices such as AirTags or Bluetooth trackers for easier tracking in the event that your bag does get lost. Fly direct where possible. Direct flights significantly reduce the risk of lost luggage as they eliminate the potential for baggage transfer issues. If you need a layover, allow ample time for baggage transfers. Get to the luggage carousel as soon as you can. This will reduce the chance of your luggage being stolen or taken by someone else by mistake. Use a unique luggage tag or accessory to make your bag easily identifiable. Pack essentials, vital medication, a change of clothes and high-value items, in your hand luggage, just in case.
West Australian
18-06-2025
- Business
- West Australian
Lost bag rate improves as passenger traffic soars
In good news for airline passengers, the rate of mishandled baggage is coming down despite air traffic reaching record levels, with technology and automation increasingly playing a role. The latest Baggage IT Insights report by air transport IT provider SITA, based on data from 280 airlines, shows that the mishandling rate dropped to 6.3 bags per 1000 passengers in 2024, down from 6.9 the previous year and a 67 per cent improvement since 2007. The improvement comes despite 2024 being a record-breaking year for air travel, with global passenger numbers reaching 5.3 billion. SITA reports 33.4 million bags were mishandled in 2024, with 22 million of these or 66 per cent resolved by SITA's WorldTracer global baggage tracing and matching system within 48 hours. Of the 22 million, 25 per cent were resolved within 12 hours, 38 per cent within 24 hours and 37 per cent within 48 hours. Delayed bags are the most common issue, accounting for 74 per cent of mishandled baggage, down from 80 per cent the previous year, followed by lost or stolen bags at 8 per cent, while damaged or pilfered bags increased from 15 per cent in 2023 to 18 per cent in 2024. Transfer mishandling was the biggest cause of the problem, accounting for 41 per cent of incidents, an improvement on 46 per cent the previous year. Tagging or ticketing errors, security issues and similar factors rose slightly to 17 per cent — up three percentage points — while loading failures remained steady at 16 per cent. Operational issues including customs delays, weather and capacity constraints increased to 10 per cent from 8 per cent in 2023. The Asia-Pacific region has the best baggage report card, with just 3.1 mishandled bags per 1000 passengers, while North America improved to 5.5 bags per 1000 passengers. Europe improved its performance, but still reported 12.3 mishandled bags per 1000 passengers. 'We're making progress, but baggage still causes stress,' says Nicole Hogg, director of baggage at SITA. Lost baggage cost the airline industry an estimated $US5 billion ($7.6b) in 2024, with airlines and airports turning to new technology to bring this figure down and to meet passengers' growing service expectations. 'We've seen a radical shift with automation and the widespread use of real-time tracking. Passengers now expect their baggage experience to be as easy and transparent as using a rideshare or delivery app,' says David Lavorel, SITA CEO. Real-time tracking, artificial intelligence-powered analytics and self-service solutions are all having a positive effect, according to SITA. In 2024, 42 per cent of passengers had access to real-time baggage updates, up from 38 per cent in 2023. Nearly half of travellers questioned say mobile tracking would boost their confidence in checking in a bag, while 38 per cent value the addition of digital ID tags. In response, airlines are making the baggage journey more visible, with 66 per cent offering automated bag drop and a further 16 per cent planning to do so by 2027. SITA highlights the integration of Apple's Share Item Location feature with SITA WorldTracer as a game changer. Airlines including British Airways, Cathay Pacific, Lufthansa, Qantas and Virgin Atlantic are among those that have adopted the feature, allowing passengers to share the location of their Apple AirTag with airlines, enabling quicker baggage recovery. A new Modern Baggage Messaging standard was recently approved by the air transport industry, which is expected to enhance data quality and reduce baggage mishandling by a further 5 per cent. 'Every bag matters. This isn't just about reducing errors, it's about creating trust in the journey, and the technology is clearly making that possible,' says Hogg.
IOL News
17-06-2025
- IOL News
The emotional journey of lost luggage: Stories of reunion and heartbreak
For countless passengers, the excitement of travel is often laced with anxiety about their bags. Image: Pexels/Nappy The airport - a bustling nexus of dreams and departures - can also be the site of emotional turmoil when luggage goes missing. For countless passengers, the excitement of travel is often laced with anxiety about their bags. While some stories celebrate joyous reunions, others reflect the heartbreak of lost belongings, highlighting the human experience that can easily get overlooked in the hustle and bustle of air travel. According to recent findings from SITA, the world's leading specialist in air transport communications and information technology, 5.3 billion passengers travelled by air in 2024, marking an 8.2% increase from 2023. As passenger numbers rose, so did the volume of checked luggage; however, the global rate of mishandled luggage has seen significant improvement, dropping to 6.3 bags per 1,000 passengers, down from 6.9 in 2023. Video Player is loading. Play Video Play Unmute Current Time 0:00 / Duration -:- Loaded : 0% Stream Type LIVE Seek to live, currently behind live LIVE Remaining Time - 0:00 This is a modal window. Beginning of dialog window. Escape will cancel and close the window. Text Color White Black Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Background Color Black White Red Green Blue Yellow Magenta Cyan Transparency Opaque Semi-Transparent Transparent Window Color Black White Red Green Blue Yellow Magenta Cyan Transparency Transparent Semi-Transparent Opaque Font Size 50% 75% 100% 125% 150% 175% 200% 300% 400% Text Edge Style None Raised Depressed Uniform Dropshadow Font Family Proportional Sans-Serif Monospace Sans-Serif Proportional Serif Monospace Serif Casual Script Small Caps Reset restore all settings to the default values Done Close Modal Dialog End of dialog window. Advertisement Next Stay Close ✕ Ad loading Particularly in the Africa - Middle East region, the rate stood at an impressive 6.02 bags per 1,000 passengers. These statistics point towards a remarkable 67% improvement in luggage handling since 2007, showcasing the effectiveness of advanced technologies such as SITA's WorldTracer. In 2024 alone, over 33.4 million bags were mishandled, but more than 66% were resolved within 48 hours. Airlines invested over $5 billion in tracing and reconciling baggage, a commitment to addressing the growing demands of air travel. However, behind the numbers lie personal narratives that illustrate the emotional stakes involved. One such story is that of Thembi Basi, who shared her harrowing experience on TikTok after her luggage got stuck in Johannesburg while she flew to Cape Town. The chaos of the baggage claim escalated her stress as she faced the prospect of missing out on her holiday plans. Her travels were intertwined with her birthday celebrations, adding to the urgency of the situation. Thankfully, Basi's suitcase was found, allowing her to enjoy her trip, albeit with plans for an AirTag on her next journey for peace of mind. After two canceled Southwest flights, Patrick Keane was finally reunited with his bag at Midway, and he let the entire airport know how it felt. @cbschicago — Noel Brennan (@Noeltbrennan) December 28, 2022 Across the ocean, Patrick Keane's viral video documented his cheerfulness when he was finally reunited with his lost suitcase after enduring 17 hours stranded at Denver International Airport. His joyous scream and energetic leap on the baggage carousel resonated with viewers, underscoring the intense relief and celebration that comes with finding a lost bag. Comments poured in, with many empathising with Keane's plight, displaying a collective understanding of the emotional rollercoaster that mislaid luggage can cause. Conversely, Bianca Beemer's ordeal serves as a cautionary tale. Moving from Toronto to Berlin, Beemer lost nearly all she owned in a checked bag, valued at around $7,000 (approximately R125,000). Despite her optimism, she's still grappling with the absence of her belongings four months later, detailing her struggle with airlines in search of answers on TikTok. The emotional weight of this situation - losing your entire life's worth of belongings during a significant transition - is a stark reminder of how critical our possessions can be in our lives. I got my bag!!! @British_Airways even though I had to drive 2hours to the courier depot because they just didn't deliver my bag to my address after changing the delivery times every hour keeping me on edge and not knowing how to move 'incase' they showed up which they never did.… — Minnie Dlamini (@MinnieDlamini) July 15, 2024 South Africa's own Minnie Dlamini recently faced a frustrating experience with British Airways when her luggage failed to arrive on her birthday trip to London. Landing without her belongings disrupted her plans, and despite numerous attempts to retrieve them, the bags didn't arrive until the final hours of her trip. These stories, though varied, echo a common sentiment - that luggage is not just a collection of garments but a storage of memories and essentials that accompany us on our journeys. While the statistics illustrate improvements in baggage handling, the emotional ramifications of lost luggage reveal a deeper connection we share with our belongings.
Zawya
12-06-2025
- Business
- Zawya
Middle East & Africa peports strong mishandled bag numbers as global air travel hits records
SITA report shows the Middle East & Africa reported one of the lowest total number of mishandled bags globally in 2024, reflecting the positive impact of regional investments in smart airport infrastructure and modernizing baggage solutions GENEVA – The Middle East & Africa's air transport sector kept pace with global passenger surges in 2024, achieving remarkable baggage results despite increasing system demands. According to the newly released SITA Baggage IT Insights 2025, the region maintained one of the world's strongest performances, reporting 6.02 mishandled bags per 1,000 passengers, slightly up from 4.5 in 2023, but still among the best worldwide. The global picture also tells a story of progress. Despite an 8.2% increase in worldwide traffic in 2024, the overall mishandling rate dropped to 6.3 bags per 1,000 passengers, down from 6.9 the previous year and 67% lower than in 2007. The total number of mishandled bags decreased to 33.4 million, compared to 33.8 million the previous year. Of the 33.4 million mishandled bags, over 66% (22 million) were resolved and closed in SITA WorldTracer® within 48 hours, underscoring the industry's ability to quickly reunite passengers with their luggage. Specifically, out of the 22 million, 25% were resolved within 12 hours, 38% within 24 hours, and another 38% within 48 hours. But while these results show clear improvement, baggage mishandling still cost the industry an estimated $5 billion in 2024 and passengers are increasingly expecting more from the industry. The costs, from courier returns and customer service to claims handling and lost productivity, highlight the urgency of continued investment in real-time, automated, and data-driven baggage systems. 'In air transport, transformation isn't a phase, it's the norm. The industry is constantly evolving, driven by technology, passenger expectations, and global change.' said David Lavorel, CEO of SITA. 'We've seen a radical shift with automation and the widespread use of real-time tracking. Passengers now expect their baggage experience to be as easy and transparent as using a rideshare or delivery app. It's no longer just about moving bags, it's about delivering a smooth, connected journey. Airlines are ready to tap into technology that improves the passenger experience while keeping costs down and being simple to roll out. Together with our partners, we're reimagining baggage handling to give passengers full visibility and control from departure to arrival, giving them peace of mind and making travel simpler and better." Tech maturity, not experimentation Airports and airlines are now handling greater baggage volumes with more precision. Real-time tracking, AI-powered analytics, and self-service solutions are no longer experimental, they are becoming standard and they are clearly having an effect. This shows the real impact of investing in smart, data-driven baggage systems. In 2024, 42% of passengers had access to real-time baggage updates, up from 38% the year before. Nearly half of travelers say mobile tracking would boost their confidence in checking in a bag, and 38% value the addition of digital ID tags. Airlines have responded by prioritizing visibility across the baggage journey. Currently, 66% offer automated bag drop, and another 16% plan to by 2027. On the airport side, 65% plan to roll out biometric self-service bag drop by the same year. A partnership between tech and trust One of the standout innovations in 2024 was the integration of Apple's Share Item Location feature with SITA WorldTracer®. Passengers can share the location of their Apple AirTag with airlines, allowing quicker baggage recovery. British Airways, Lufthansa, Qantas, Cathay, and Virgin Atlantic are among the adopters. This integration also powers WorldTracers Auto Reflight, which automatically reflights bags on the original bag tag, identifies the cause of mishandling, and begins resolution with no human intervention required. Where most bags go missing and how the industry is responding Delayed bags remain the most common issue, accounting for 74% of mishandled baggage, down from 80% in the previous year. Lost or stolen bags made up 8%, while damaged or pilfered bags increased to 18%, up from 15% in 2023. Transfer mishandling was the biggest contributor at 41%, showing improvement from 46% the previous year. Tagging or ticketing errors, security issues, and similar factors rose slightly to 17% (up 3 percentage points), while loading failures remained steady at 16%. Operational issues such as customs delays, weather, or capacity constraints increased to 10%, up from 8%. 'We're making progress, but baggage still causes stress,' said Nicole Hogg, Director of Baggage at SITA. 'Passengers want reassurance. The future of baggage is rapidly evolving with automation, computer vision, and mobile tools, we're making the experience much more reliable.' New standards aim to cut mishandling further In 2025, the air transport industry approved the new Modern Baggage Messaging (MBM) standard. Designed to enhance data quality, MBM Version 2 is expected to reduce mishandling by another 5%. These improvements build on IATA Resolution 753, which mandates baggage tracking at four key stages. The focus now is on using shared data to predict and prevent issues, not just report them. Baggage as a service, not a challenge Airports like Red Sea International in Saudi Arabia are already implementing next-generation baggage solutions, including off-airport check-in and real-time tracking, powered by SITA Bag Journey. 'Every bag matters,' Hogg added. 'This isn't just about reducing errors. It's about creating trust in the journey and the technology is clearly making that possible.' The SITA Baggage IT Insights 2025 report reflects the views and data of 280 airlines and IATA passenger traffic. SITA applies a weighting system, based on IATA passenger traffic statistics, to its WorldTracer® data to calculate the baggage mishandling rates. About SITA SITA is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Its technology powers more seamless, safe, secure and sustainable air travel. With around 2,500 customers, SITA's solutions drive operational efficiencies at more than 1,000 airports while delivering the promise of the connected aircraft to customers of over 18,000 aircraft globally. SITA also provides technology solutions that help more than 70 governments strike the balance of secure borders and seamless travel. Its communications network connects every corner of the globe, and SITA bridges 45% of the air transport community's data exchange. In 2023, the Science Based Targets initiative (SBTi) approved SITA's near-term and long-term emission reduction targets. These science-based targets are pivotal in guiding the company's climate actions to curtail greenhouse gas emissions effectively. SITA is also developing solutions to help the aviation industry meet its carbon reduction objectives, including reduced fuel burn and greater operational efficiencies. In 2024, SITA acquired Materna IPS, leader in passenger handling, to create the world's most powerful passenger portfolio for airports and digital travel. SITA then acquired ASISTIM, to offer a fully-fledged airline flight Operations Control Center managed service. The company also launched SmartSea to give the maritime industry access to the same advanced technology that is transforming air travel. The launch comes as part of SITA's growth into cruise and rail, as well Urban Air Mobility, such as Vertiports. SITA is 100% owned by the industry and driven by its needs. It is one of the most internationally diverse companies, providing services in over 200 countries and territories.
