Swiss criticizes Zurich Airport for delayed baggage
Published: Sunday, Dec 22nd 2024, 12:30
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The airline Swiss has criticized Zurich Airport for the high number of delayed baggage items. An above-average amount of baggage is lost there or is delivered too late, Swiss Head of Operations Oliver Buchhofer told the "NZZ am Sonntag" newspaper.
"Across our entire network, the proportion of baggage that did not arrive as planned was 2.3 percent. In Zurich, the figure is around 4 percent," lamented the 47-year-old manager and Airbus pilot. "In Zurich, we are seeing a clear change in the wrong direction." Around twice as many pieces of baggage are registered there as before the pandemic that do not arrive as planned.
"If something at the airport doesn't go as it should, the complaints are directed to us," said the Swiss representative. "And we bear all the costs: be it for lost luggage, delays or hotel accommodation."
Ten million francs for compensation
According to Buchhofer, the airline paid over ten million francs for guest compensation in the first nine months of 2024, in addition to hotel and food costs. "And the trend is rising."
Zurich Airport is currently modernizing its baggage sorting system. A major project that will take several years to complete. "Of course we understand that," said Buchhofer. However, the system had just gone on strike for several hours last weekend, "and not for the first time".
Buchhofer demanded more commitment from the airport operators, but also from Skyguide air traffic control. After all, performance has also deteriorated in terms of delays. "Fewer planes landed and took off in Zurich in 2024 than in 2019, but our punctuality is around ten percent lower than before the pandemic."
Handler deploys more staff
According to the airport, there are various reasons for left luggage. These include short transfer times due to delays, late check-in or malfunctions at the baggage system, as an airport spokeswoman told the Keystone-SDA news agency on Sunday.
On busy days, around 40,000 to 50,000 items of baggage pass through the baggage sorting system. Individual machine breakdowns are always rectified at full speed and as quickly as possible, according to the statement.
The ground handler Swissport says it is doing everything it can to meet the "highest standards in terms of efficiency and reliability". In cooperation with Swiss, the performance of baggage handling in 2024 has been greatly improved, Swissport announced on request. Additional employees and night shifts are being deployed to resolve delays as quickly as possible.
©Keystone/SDA
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