Airline passengers sick of lost luggage are carrying it aboard instead of using desk check-in

A survey shows 40 per cent of travellers in the past year experienced mishandled luggage — and they’re choosing different ways to overcome it.

Checking in baggage on flights has become fraught with anxiety with growing numbers of passengers choosing to carry on rather than stow because of fears their luggage will go astray.

An International Air Transport Association survey of 10,000 passengers revealed two in five respondents or 40 per cent had experienced mishandled bags in the past year.

Another one in five was unhappy with the way their bags were handled and 81 per cent said they would be more inclined to have their bags stowed if tracking were available.

That figure was up from 73 per cent last year. Pre-Covid, only 23 per cent of passengers were worried about mishandling.

Half of all passengers surveyed said they wanted to, or were already, using their own tracking devices such as Apple tags and 67 per cent said they would use a home pick-up service for checked bags if available.

Checked-in baggage creates anxiety for travellers, according to the survey results. Picture: Dan Peled

Travellers were keen with the notion of having their bags carried on separate flights, so they would be waiting at their destination for them.

“Passengers clearly see technology as key to improving airport processes,” said IATA vice president of operations, safety and security Nick Careen.

“They want to arrive at the airport ready to fly, get through both ends of their journey more quickly using biometrics and know where their baggage is at all times.”

He said the technology existed to support this “ideal experience” but co-operation was needed across the value chain, and with governments, to make it happen.

The shift from checked-in bags to carry-on has escalated in the past decade due to airline fees for stowed luggage, as well as more recent issues with mishandling.

In response, airline manufacturers have developed aircraft with significantly larger overhead bins and, in some instances, carriers have increased weight limits for carry-on luggage.

Lining up to check in luggage is becoming less popular. Picture: Gaye Gerard

British Airways allows passengers to take up to 23kg of luggage on board in the form of a handbag and small suitcase.

Qantas passengers can carry on up to 14kg across two bags, and American Airlines imposes no specific weight limit just as long as the bag is no bigger than 56cm x 36cm x 23cm.

Overall, the IATA survey found the number of passengers who were happy with their travel experience in 2022 had declined slightly from 82 per cent the previous year.

However the 80 per cent of passengers who were satisfied was still higher than pre-Covid levels of 74 and 75 per cent in 2018 and 2019 respectively.

Baggage collection was identified as one of the three worst “stress points” for travellers, along with immigration processing and transferring between flights.

 

When transferring, passengers who responded to the survey were most irritated by having to collect and recheck bags, and go through security and immigration again.

Mr Careen said the survey findings highlighted how travel during Covid-19 had become complex, cumbersome and time consuming.

“Post pandemic, passengers want improved convenience throughout their trip,” he said.

“Digitalisation and use of biometrics to speed up the travel journey is the key.”

Airlines also had some work to do to convince passengers to carbon offset their flight, as only 18 per cent were choosing that option.

Of the survey respondents, almost a quarter said they simply didn’t want to and 36 per cent were not aware they could offset the carbon emissions of their flight.