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

Kansai International Airport (KIX) has reached a remarkable milestone: it has had no cases of baggage loss in the 30 years since its opening in 1994, securing worldwide recognition for its flawless baggage management. Lost luggage, defined as the loss of a passenger’s luggage due to airport error, is one of the most common disappointments in air travel, making Kansai’s success particularly remarkable.

How Kansai Airport Gained Global Recognition for Luggage Delivery

Kansai Airport received the title of “World’s Best Baggage Delivery Airport” in the baggage handling category at the World Airport Awards 2024, an international evaluation carried out by a UK-based aviation rating agency. This marks the eighth time the airport has won this prestigious award.
During peak periods, up to 30,000 pieces of checked baggage are processed at the airport each day. Each bag is sorted by destination and transported via conveyor belts. Beyond automatic monitoring via sensors, employees patrol the luggage area to prevent luggage from being dropped or lost; This step is considered to be one that greatly minimizes the risk of luggage loss.

Attention to Details

Kansai has gained a reputation among international travelers for its careful luggage management. In early December, a 35-year-old passenger from Tanzania stated that all the luggage handles on the conveyor belt were aimed at passengers; it was a small but significant statement that improved the traveler experience. Ground personnel manually align bag handles after unloading and before placing them on the conveyor.

Despite these successes, the airport is preparing for the increase in passenger volume expected at the 2025 Osaka-Kansai Fair, which faces challenges due to staff shortages.
“We want to increase our efficiency by upgrading our systems,” a Kansai Airport official said. The airport says it cannot be held responsible for mishandling that occurs beyond its control, such as on connecting flights or airlines, but claims its baggage handlers have never lost a suitcase, set of golf clubs, strollers or other items.

“We just follow the business processes and rules and do what we have to do,” Tsuyoshi Habuta, a supervisor at CKTS, one of the transportation companies in Kansai, told AFP.

Habuta emphasized that there was no “special training” but that his team carefully handled more than 3,000 bags every day.

“We handle the suitcases carefully to prevent shocks. The suitcase handles are aligned in a direction that customers can easily pick up,” Habuta said.
“We deliver fragile items, strollers, surfboards and kayaks directly to passengers,” he added. Luggage is delivered to the carousel “within 15 minutes of the plane’s arrival to minimize customers’ stress.”

Commitment Recognized

Kansai Airport’s performance was recognized by UK-based rating agency SKYTRAX, which ranked it as the World’s Best Airport for Baggage Delivery in April.

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

Rulleau noted that it was easy to achieve zero baggage loss at an airport with fewer connecting passengers compared to other international hubs such as Kansai, but attributed the success to the “incredible commitment” of staff.

Globally, there has been a sharp decline in the number of lost or mishandled luggage over the last decade due to technological advances.

“If you think about the passenger volumes we have, 6.9 mishandled bags (per 1,000 passengers) is a very low figure,” said Nicole Hogg, baggage portfolio director at SITA, a Geneva-based provider of aviation IT services.
“Ten years ago we were in double digits,” he added, noting that “the industry investing in technology has definitely paid off.”

Hogg also noted that baggage problems primarily occur during connecting flights with congested transfer periods rather than direct journeys.

FAQ:

Q1. What is lost luggage?
Lost luggage occurs when a passenger’s luggage is lost due to errors in handling, transportation or airport operations. This may cause delays and inconvenience for passengers.

Q2. How does Kansai Airport prevent lost luggage?
Kansai uses sensors, conveyor belts and staff patrols to track luggage. Employees also manually align and carry bags for added security.