30 years, zero lost bags: How a Japanese airport achieved the impossible

Kansai International Airport (KIX) has achieved a remarkable milestone: in the 30 years since its opening in 1994, it has never had a lost baggage incident, securing global recognition for its impeccable luggage management. Lost baggage, defined as a passenger’s luggage going missing because of the airport error, is one of the most common frustrations in air travel, making Kansai’s achievement is particularly remarkable.

How Has Kansai Airport Earned Global Recognition for Baggage Delivery?

Kansai Airport received the title of “World’s Best Airport for Baggage Delivery” in the baggage handling category of the World Airport Awards 2024, an international assessment conducted by a U.K.-based aviation rating organization. This signifies the eighth time the airport has earned the prestigious accolade.


During peak periods, the airport processes up to 30,000 pieces of checked baggage everyday. Each bag is sorted by destination and transported through conveyor belts. Beyond automated monitoring through sensors, employees patrol the baggage region to prevent dropped or misplaced luggage, a step credited with greatly minimizing the risk of lost baggage.

Attention to Detail

Kansai has secured a reputation among international travelers for its careful baggage management. In early December, a 35-year-old passenger from Tanzania cited that all suitcase handles on the conveyor belt were oriented toward passengers, a small but meaningful brief that enhances the traveler experience. Ground personnel manually align bag handles after unloading and before positioning them on the conveyor.

Despite these achievements, the airport is getting ready for an anticipated increase in passenger volume in the 2025 Osaka-Kansai Expo, which presents challenges due to a shortage of staff.

“We want to improve our efficiency by upgrading our systems,” a Kansai Airport official stated.

The airport notes that it cannot be held accountable for mishandling that takes place outside its control, such as during connecting flights or by airlines, but its own baggage handlers have allegedly never lost a suitcase, set of golf clubs, stroller, or any other item.

"We just follow the work processes and rules and do what we have to do," Tsuyoshi Habuta, the supervisor at CKTS, one of the handling companies at Kansai, told AFP.

Habuta highlighted that there is no “special training,” but his team carefully handles over 3,000 bags everyday.

"We carefully handle suitcases to avoid shocks. Suitcase handles are aligned in a direction that is easy for customers to pick up," Habuta stated.
"We hand fragile items, strollers, surfboards and skis directly to passengers," he added. Luggage is delivered to the carousel “within 15 minutes of the aircraft's arrival to minimise stress of customers.”

Commitment Recognized

Kansai Airport’s performance have been acknowledged by SKYTRAX, the UK-based rating organization, which ranked it the World's Best Airport for Baggage Delivery in April.

"Everyone at the Kansai Airport is proud of this," co-CEO Benoit Rulleau told AFP.

Rulleau noted that zero lost bags are simple to achieve at an airport like Kansai, which has fewer connecting passengers when comparing it to other international hubs, but he attributed the accomplishment to the “incredible devotion” of the staff.

Globally, lost or mishandled baggage has declined sharply over the past decade due to technological improvements.

"If you think about the passenger volumes that we have, 6.9 bags being mishandled (per 1,000 passengers) is a very low figure," stated Nicole Hogg, baggage portfolio director at SITA, a Geneva-based IT services provider in aviation.
"A decade ago, we were in double figures," she added, citing that “the industry investing in technology is definitely paying off.”

Hogg also described that baggage issues primarily happen during connecting flights with tight transfer periods, rather than on direct journeys.

FAQs:

Q1. What is lost baggage?
Lost baggage happens when a passenger’s luggage goes missing because of the errors in handling, transportation, or airport processing. It can result to delays and inconvenience for travelers.

Q2. How does Kansai Airport prevent lost baggage?
Kansai uses sensors, conveyor belts, and staff patrols to monitor luggage. Employees also manually align and handle bags for additional safety.