Baggage had accumulated at Manchester Airport this week due to delays and cancellations following a power outage that damaged the airport’s departure security and baggage systems. Meanwhile, British Airways passengers were forced to fly out of Heathrow without their luggage due to a technical issue that disrupted their systems.
It’s surprising that anyone checks a bag these days: from waiting two weeks for luggage at Edinburgh Airport to the passenger who claimed Air France had lost his wheelchair for two months, baggage problems have become quicker and more predictable in recent years – than any Arrivals carousel.
But if you can’t travel with carry-on only, who is responsible for the security of your bag and how can you maximize your chances of being reunited? Should you stretch wrap? Are you using AirTag? So how do you make sure it’s first on the conveyor belt? We asked the experts all your important lost luggage questions.
What happens to delayed or lost luggage?
“If a bag [isn’t] A spokesman for Swissport, which handles about 677,000 bags a day for 800 airlines, says the bags will be forwarded to the next flight whenever possible on the same flight as the passenger. “This is usually done manually. Meanwhile, the bag is stored at the airport. Once it arrives, the process also requires human intervention to ensure it is repatriated efficiently.”
Staff strikes, airport issues and IT failures aside, passengers taking connecting flights may be more likely to experience baggage issues, especially if transfer times have been shortened by delays or disrupted by canceled flights.
What should I do if my bag never arrives?
Check the luggage compartment: If the luggage is heavy or has problems with the rotating mechanisms, it may be waiting elsewhere. Failing that, find your airline’s baggage desk; Staff will ask for your luggage tag, which they can track.
Ask for compensation and a refund if you paid for checked luggage. “Most airlines will reimburse you for essentials,” the Civil Aviation Authority advises: Ask how expenses are passed through and whether there is a value limit. You may also need to inform your travel insurance provider.
You will probably need to provide a detailed description, so it will be helpful to have a clear photo of your luggage. If a lost bag is reported, note the reference number. You will also need to provide the address where your bag will be delivered. Many carriers provide lost luggage updates through online portals.
Who is responsible for my luggage; airline or airport?
This is the airline’s business, not the airport’s. They can handle the luggage themselves or engage a specialist provider such as Swissport, Menzies or DHL Supply Chain.
What will happen to my luggage after I deliver it?
“While at baggage claim, your luggage tag is printed while an electronic message is also generated,” explains Spencer Conday, General Manager of Supply Chain Solutions at leading airport baggage services DHL Supply Chain. “This is a BSM (baggage source message) and is sent to the various airport IT systems responsible for processing the baggage.”
Your luggage is then identified and subjected to security screening. “Identification is typically accomplished using barcode scanners, but newer systems may use RFID (radio frequency identification) technology instead,” Conday continues.
“Once the bag is identified and secured, the next step in the process is to determine if it is on time. Early, on time, or late? This determines where the bag should go.”
“Depending on the baggage system, early bags will go to the depot until the appropriate delivery time. The bags will be delivered directly to the airline’s baggage handlers on time, loaded into metal containers called ULDs (unit load devices) and reconciled with the passenger manifest to ensure correct records and authorization for loading the bag. This process is called ‘make-up’.
“Late bags can go directly to where the aircraft is parked to minimize travel time. Most bags arrive on time and baggage handlers will take the ULDs to the appropriate aircraft stand and load them.”
Which airline is responsible for my luggage if I’m on a codeshare flight?
Lost baggage claims should be made to the airline operating the flight, not to the airline that sold your ticket.
What happens if I fly with more than one airline?
If your trip involves connecting flights with different airlines, check beforehand whether you will need to reclaim and re-deliver your luggage. If this is not necessary, the carrier carrying you to your final destination is responsible for delivering your luggage – so report any problems to them.
What happens if I return home and realize something has been stolen from my bag?
Contact the airline and your travel insurance provider immediately. Take photos of any damage to the suitcase or lock and find product invoices if possible.
Should I wrap my bag with stretch film?
No. “Packaging can cause friction between the product and the luggage system, which can lead to damage to the bag and/or luggage system,” says DHL’s Conday.
I have a black suitcase; Is the colored one less likely to disappear?
No – but it can help with identification, says Swissport’s spokesperson. “The color of luggage is not a trigger for whether a bag will be mishandled,” they advise, “but color, stickers, ribbons and other identifiers can help speed up the process of reuniting travelers with their bags.”
Should I use AirTag to track my luggage?
Maybe. Apple’s AirTag is a battery-powered tracking device that emits a bluetooth signal that can be located via the Find My app. It weighs 11 grams, making it easy to fit into your bag.
As Senior Content Manager for airline rewards website headforpoints.com, Rhys Jones always flies with his AirTag, at least once a week. “It’s peace of mind,” he explains. “And when I get to the luggage belt, I already know if my bag has arrived.”
How else can I prevent my bag from getting lost?
“We recommend that passengers arrive at the airport early and label their luggage inside and out,” a Swissport spokesperson said. “This should include your name, contact details and flight details.”
In addition to taking a photo of your luggage for identification purposes, take a photo of your airline luggage tag. If it’s stuck to the back of your boarding pass, you may want to move it to a less vulnerable location, perhaps the inside pocket of your carry-on luggage.
My suitcase zipper is dangerous; what if my bag bursts on the way?
Your items will be delivered in a plastic bag. “Spilled bags can cause serious disruption,” says Conday. “In such a case, the bag is detected by people who collect the contents and place them in a transparent plastic bag. The damaged bag and its contents are then processed manually.”
How can I make sure my bag is first in the recycling belt?
Other than a “priority” tag for business and first-class luggage, there’s no guaranteed way to beat the queue—rumor has it that the last bags checked in are often the first bags on the carousel. Other tips include using a “fragile” label so your bag is loaded last and therefore picked up before others.
I travel with hand luggage only. Is it safe to leave my bag in the scanner tray when going through security?
“This is one of the safest parts of any airport,” a spokesman for a major London airport told Telegraph Travel. Speaking anonymously, they advised: “Never be complacent, but security is full of high-tech cameras and trained staff you see and don’t see. Thieves know this.”
Last summer, two security guards at Miami Airport were filmed pocketing valuables from passengers’ bags, while a security guard in Manila was caught swallowing cash, but insiders say these incidents are vanishingly rare. “If you have a problem, report it immediately and it will be taken very seriously.”
This article was published in September 2023 and has been revised and updated.