Wednesday, May 26, 2010

Baggage Delivery - A Crucial Element of the Travel Experience

Zurich Airport recently won the award for best airport baggage delivery in the 2010 Skytrax World Airport Awards. Skytrax Chairman, Mr Edward Plaisted said "The prompt delivery of customer's baggage is a crucial element of an enjoyable travel process, and Zurich Airport is clearly providing not only high standards of efficiency in this area, but most importantly doing so on a consistent basis."

I recall when we started to dive into that matter. We observed that airport and airlines cound not verify the service level though Zurich airport received a number of passenger complaints. When we asked the ground handlers, they would claim that their baggage delivery performance was brilliant. In fact, when we started to measure and monitor it, we discovered that out of 120 of 360 flights the bags were delivered too late.

Nowadays, the baggage delivery is monitored and the performance is visible to everybody. Passengers are informed at the carousel about the time when their bags should be delivered. The number of late deliveries went down from 120 to 10-15 per day. For the past two years, Zurich airport has not received any passenger complaint in this area anymore. Well, sometimes they receive complaints that it was delivered earlier than indicated on the information screen at the carousel ...

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