Zurich Airport’s baggage handling operations are under fire as Swiss Airlines raises concerns about the rising rate of lost and delayed luggage. Oliver Buchhofer, the Chief Operating Officer of Swiss Airlines, reported alarming statistics indicating problems at the airport are significantly worse than the airline’s overall network. "On our entire network, the percentage of luggage not arriving as expected has been 2.3%. But at Zurich, the figure is about 4%," Buchhofer told the NZZ am Sonntag.
This troubling rate, nearly double the average, is part of what Buchhofer describes as "a clear shift in the wrong direction." The repercussions of these delays have financial ramifications. Swiss Airlines has incurred costs totaling over ten million francs for passenger compensation, which includes expenses for meals and accommodations for stranded travelers. "If something doesn't work as it should at the airport, the complaints are directed at us. We have to carry all the costs, and the trend is increasing," Buchhofer commented.
The issues with baggage handling have been partly attributed to modernization projects currently underway at Zurich Airport, which are expected to take several years to fully implement. While Buchhofer acknowledges the necessity of these upgrades, he expressed frustration at persistent system failures: "We understand this, but the system didn't work for several hours last weekend, and not for the first time."
Flughafen Zürich, the operator of Zurich Airport, offers insight about various challenges affecting baggage handling efficiency. A spokesperson stated, "The reasons for baggage delays are multifaceted, including reduced transfer times due to delayed arrivals, late check-ins, or breakdowns within the baggage handling system." On peak days, approximately 40,000 to 50,000 pieces of luggage pass through Zurich's sorting system, which adds to the strain during busy travel periods.
Swissport, which is responsible for ground handling at the airport, has committed to improving efficiency and reliability standards amid the criticism. On inquiry, they highlighted the addition of more staff and extended night shifts to address the backlog of luggage delays quickly. "We are doing everything possible to meet the highest standards of efficiency and reliability," said the Swissport representative.
Despite these efforts, Swiss Airlines reported additional complications beyond baggage handling, including flight delays. Buchhofer noted, "Our punctuality is about 10% lower than pre-pandemic figures. Despite landing and departing fewer planes at Zurich compared to 2019, we are experiencing these delays." This compounded issue of flight reliability ties back to the same operational difficulties faced during luggage handling—a combined frustration for passengers and airlines alike.
There is growing concern within the industry and among travelers for timely responses to these operational challenges. The long-term success of Zurich Airport’s modernization and improvements hinges on addressing these pressing issues comprehensively. Buchhofer’s calls for enhanced commitment from airport authorities and air traffic control – Skyguide – underline the urgency of resolving efficiency and reliability issues to restore passenger confidence.
Passengers traveling through Zurich Airport will be watching closely the progress of these improvements and the commitment shown by both the airport and airlines to adapt to the growing demands of air travel. Continued scrutiny will likely keep pressure on both the airport and involved operating companies to deliver on their promises of enhanced service and minimized disruption.
