by Baggage was left piling up amid delays and cancellations at Manchester Airport this week, after a power outage damaged the airport’s security and departure baggage systems. Meanwhile, British Airways passengers were forced to fly from Heathrow without their luggage after a technical issue disrupted its systems.
It’s a wonder anyone checks in a suitcase these days: from a two-week wait for bags at Edinburgh Airport, to the passenger claiming Air France lost his wheels for two months, in recent years luggage woes have been more faster – and more predictable – than any Arrival carousel.
But if you can’t travel hand luggage only, who’s responsible for keeping your bag safe – and how can you maximize your chances of being reunited? Should you film it? Use AirTag? And how do you make sure it’s on the conveyor belt first? We asked the experts all the necessary questions on lost luggage.
What happens to delayed or lost luggage?
“If a bag [isn’t] on the same flight as the passenger, he will be put on the next possible flight,” advises a spokesperson from Swissport, which handles around 677,000 bags a day for 800 airlines. “This is often done by hand. Meanwhile, the bag is stored at the airport. When it comes, it also requires human intervention to ensure it is effectively reversed.”
Staff strikes, airport issues and IT failures aside, passengers with connecting flights – especially if their transfer time is shortened by delays – or those with delayed flights may be more likely to experience baggage problems cancel them.
What should I do if my bag never arrives?
Check the baggage hall: if the bag is heavy or there is a problem with the carousels, it may be waiting elsewhere. If not, find your airline’s baggage desk; the staff will ask for your luggage tag, from which they can track it.
Ask about compensation, and a refund if you paid for checked bags. “Most airlines will reimburse you for the bare essentials,” advises the Civil Aviation Authority: ask how costs are factored in, and if 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 is useful to have a clear photo of your luggage. If a missing bag report is filed, note the reference number. You will also need to provide an address to deliver your bag to. Many carriers offer lost baggage updates through online portals.
Who is responsible for my luggage – the airline or the airport?
It’s the airline’s job, not the airport’s job. They can handle the baggage themselves, or hire a specialist supplier such as Swissport, Menzies or DHL Supply Chain.
After I check my luggage, what happens to it?
“When you’re dropping bags, an electronic message is generated at the same time your baggage tag is printed,” explains Spencer Conday, Managing Director of Supply Chain Supplies at the airport’s leading baggage handler DHL Supply Chain. “This is a BSM (baggage source message), and is sent to various airport IT systems responsible for processing the bag.”
Your luggage is then identified and security screened. “Identification is usually done using barcode scanners, although newer systems may use RFID (radio frequency identification) technology instead,” Conday continues.
“Once the bag has been identified and secured, the next step in the process is to determine timeliness. Is it early, on time or late? This determines where the bag must go.
“Depending on the baggage system, early bags will be sent to storage until the appropriate release time. On-time bags will be delivered directly to airline baggage handlers, loaded into metal containers known as ULDs (unit load devices), and sorted with the passenger’s identification to ensure accurate records and authorization load the bag. This process is called ‘mode up’.
“Late bags can travel directly to where the aircraft is parked, to reduce journey time. Most bags are on time, and the baggage handlers drive the ULDs to the appropriate aircraft stand and load them.”
If I’m on a codeshare flight, which airline is responsible for my bags?
Any lost baggage claim should be made with the operating airline, not the one that sold you your ticket.
What if I’m flying on multiple airlines?
If your journey involves connecting flights with different airlines, check in advance whether you will need to retrieve and check your bags en route. If this is not necessary, the carrier carrying you to your destination is responsible for delivering your luggage – so raise any issues with them.
What if I come home and realize that 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 obtain goods receipts if possible.
Should I cover my bag with cling film?
“Returning can cause friction between the item and the baggage system, which can damage the bag and/or baggage system,” says DHL’s Conday.
I have a black suit – is a colorful one less likely to get lost?
No – but it could help with identification, says a Swissport spokesperson. “Baggage color does not dictate whether or not a bag is mishandled,” they advise, “but color, stickers, ribbons and other identifiers can help speed up the process of getting passengers together again with their bags.”
Should I use an AirTag to keep tabs on 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 11g, making it easy to slip into your suitcase.
As Senior Content Manager at airline rewards website headforpoints.com, Rhys Jones flies at least once a week – always with his AirTag. “It’s peace of mind,” he explains. “When I’m at the baggage belt, I already know if my bag has arrived.”
How else can I stop my bag from going missing?
“We advise passengers to be early at the airport, and to label their luggage inside and outside,” says a Swissport spokesperson. “This should include your name, contact information and flight details.”
In addition to taking photos of your luggage for identification purposes, take a picture of your airline luggage tag. If it’s stuck to the back of your boarding pass, you might want to move it somewhere less vulnerable – to an inside pocket of your hand luggage, perhaps.
My suitcase zip is dirty – what if my bag bursts on the way?
Your items will be sent in a plastic bag. “Spill bags can be a big distraction,” says Conday. “When this happens, the bag is identified by people who collect the contents and put them in a clear plastic bag. The damaged bag and its contents are then processed manually.”
How do I make sure my bag is on the reclaim carousel the first time?
Apart from a “priority” tag for business and first class baggage, there is no guaranteed way to beat the queue – although rumours, the last bags to check in are often the first bags on the carousel. Other tips include using a “vulnerable” sticker, so that your bag is loaded last, and therefore found before others.
I am traveling with hand luggage only. Is it safe to leave my handbag in a scanner tray when going through security?
“This is one of the safest parts of any airport,” one spokesperson from 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 – the ones you see, and the ones you don’t. Thieves know this.”
Two security guards at Miami Airport were filmed poking valuables from passenger bags last summer, and one was caught in Manila swallowing cash, but these incidents are extremely rare, our insider says. “If you have a problem, report it immediately and it will be taken seriously.”
This article was published in September 2023, and has been revised and updated.
