30 Years, No Lost Luggage: Kansai Airport Sets the Standard in Baggage Handling
For over three decades, Kansai International Airport (KIX) in Osaka has remained unparalleled in its commitment to customer service, having not lost a single piece of luggage in 30 years. Kansai Airport: 30 Years of Perfect Baggage Handling was recently highlighted when the airport celebrated this remarkable milestone by winning the Skytrax 2024 award for World's Best Airport for Baggage Delivery.
We believe that our flawless record is the product of the daily dedication and meticulous efforts of everyone involved, from airlines to handling companies, KIX shared in a press release.
A Legacy of Excellence
Since its establishment in 1994, Kansai International Airport has consistently served millions of passengers annually, currently handling around 20 to 30 million travelers each year. Its dedication to efficient baggage handling has earned it the Skytrax award for World's Best Airport for Baggage Delivery eight times. This recognition is based on wait time, baggage delivery efficiency, and responsiveness to lost baggage reports.
In the 2023 fiscal year, the airport efficiently managed approximately 10 million pieces of luggage. The key to this exceptional track record lies in the airport's "multilayered checking work," where two or three staff members evaluate each aircraft's baggage count and type alongside passenger transit information.
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Sharing Information for Success
"It's important for multiple staff members to share information to prevent mistakes arising from erroneous assumptions," explained Tsuyoshi Habuta, who oversees baggage operations at airport operator CKTS. Their efforts ensure baggage arrives at the claim area within 15 minutes of the aircraft's landing.
A comprehensive manual detailing airline-specific rules is regularly updated to incorporate staff suggestions. The manual ensures that all procedures align perfectly with KIX's high standards.
Dedication Without Pretension
Despite their achievements, airport staff maintain humility. "We don't feel like we have been doing anything special," said Kenji Takanishi, KIX's public relations officer. "We simply work as we normally do. We are recognized for it, and we're certainly happy to receive the award. Our staff, especially those on the ground, are likely the most pleased."
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Looking Ahead to New Challenges
KIX anticipates handling 37.3 million passengers during the 2025 fiscal year as Osaka hosts the six-month World Expo 2025, a global innovations forum. The airport is ready to meet this influx with its well-established baggage handling strategies, ensuring every traveler enjoys an efficient and hassle-free experience.
