Rebecca Manzi Kansai International Airport is perfect at baggage management: it has never lost one thanks to a meticulous multi-level control system
Lost luggage at the airport. Baggage sorting – Luggage on conveyor belt at the airport.
Kansai International Airport, located on an artificial island in Osaka Bay, is renowned for its impeccable track record in baggage handling. Since its opening in 1994, the airport has never lost a single piece of luggage—a remarkable achievement that sets it apart on the global stage.
This excellence has been recognized eight times with the Skytrax award for the world’s best airport in baggage delivery, solidifying its reputation for efficiency and reliability. But how does it achieve such outstanding results compared to other airports, where the risk of losing luggage is always a concern?
Kansai’s success is attributed to a meticulous multi-level control system. Each piece of luggage is carefully monitored by two or three staff members, minimizing the chance of errors. This process, combined with a strong culture of teamwork and accountability, ensures that bags always reach their destination.
Bags positioned with handles facing outward for easy retrieval
Tsuyoshi Habuta, who oversees baggage operations, emphasized the importance of information sharing among staff to prevent errors and improve operational efficiency. A distinctive aspect of the service offered by the airport is the attention to detail in handling passengers’ luggage.
Each bag is placed on the conveyor belt with its handle facing outward to make retrieval easier. Additionally, in the event of adverse weather conditions, wet bags are dried, and delicate or damaged items are personally delivered to passengers. This level of care reflects the spirit of Japanese hospitality, which prioritizes passenger comfort above all.
Preparing for the 2025 Osaka World Expo
With the 2025 World Expo in Osaka on the horizon, a significant increase in passenger numbers is expected, with the airport potentially handling up to 37 million people. Despite this challenge, Kansai is determined to maintain its record and continue providing excellent service, proving itself to be one of the best-managed airports in the world.
