Japanese Kansai International Airport has not experienced a single case of luggage loss in the 30 years since its opening in September 1994.
According to a report by “Nikkei Asia,” Kansai International Airport has gained international recognition for its timely and reliable luggage delivery. In the 2024 World Airport Awards presented by the British aviation research company Skytrax, Kansai Airport was recognized as the best luggage delivery airport in the world for its efficient and speedy luggage handling for passengers. This is the eighth time Kansai Airport has been awarded this accolade.
Airport luggage loss is quite common, often due to staff failing to load luggage at the departing airport or errors during luggage transfers at connecting airports.
Switzerland-based aviation system developer SITA stated that in 2022, the global average for mishandled baggage incidents was 7.6 per 1000 passengers among airlines.
However, in its 30 years of operation, Kansai Airport has not had any luggage loss incidents caused by the airport operator. In the fiscal year 2023, Kansai Airport processed approximately 10 million pieces of luggage.
Their success lies in multiple checks. The types, quantities of luggage on each aircraft, and passenger transfer information are confirmed by two to three staff members.
Upon arrival of an aircraft, if the unloaded items do not match the calculated number during loading, staff immediately inspect the cargo holds, apron area, and sorting rooms.
Simultaneously, a manual outlining the designated luggage handling procedures describes specific rules for each airline and provides information on where luggage is stored on different aircraft.
The baggage handling unit CKTS has a set procedure for luggage handling and regularly updates manuals to incorporate employee suggestions.
As company staff unloads luggage from the aircraft containers, they place them on the carousel in the order of first class, business class, and economy class according to the tags.
During this process, staff members work in pairs to inspect each item, ensuring nothing is left behind in the containers. The luggage handling is completed within just twelve minutes of the aircraft landing.
To ease passenger stress, CKTS aims to deliver luggage to the baggage claim area within 15 minutes of the aircraft’s arrival.
Furthermore, as staff place carry-on bags on the conveyor belt, they ensure that the handles face the passengers for easy retrieval. They also directly hand over fragile items like instruments, strollers, and skis to passengers. They even dry off luggage that has been soaked in the rain.
The service quality of CKTS has received international acclaim multiple times.