Orlando International Airport, John F. Kennedy International Airport, Palm Beach International Airport, Ted Stevens Anchorage International Airport, and Fort Lauderdale–Hollywood International Airport Lead the Nation in Baggage Complaints, While San Francisco, Kansas City, Chicago O’Hare, Charlotte Douglas, and Minneapolis–Saint Paul Shine for Luggage Reliability : Know about the latest updates from Upgraded Points

Published on January 22, 2025

The findings of a recent study by Upgraded Points bring renewed attention to one of the most frustrating challenges in the travel industry: mishandled baggage. By analyzing key data on lost, delayed, diverted, or damaged luggage, the study provides insights into the performance of major airlines and airports in the United States, aiming to guide travelers while encouraging industry-wide improvements.

The Issue at Hand: Baggage Mishaps

Mishandled luggage represents a significant inconvenience for travelers, often leading to disrupted plans and financial losses. Keri Stooksbury, editor-in-chief at Upgraded Points, noted that losing baggage can turn an otherwise enjoyable trip into an ordeal. The study aims to shed light on the worst-performing airlines and airports, offering travelers a clearer understanding of potential risks and spurring improvements in baggage management processes.

Key Data Sources and Methodology

To ensure accurate comparisons, the study drew on several authoritative sources:

• Airline Data: The U.S. Department of Transportation’s Air Travel Consumer Report provided statistics on mishandled bags for the ten largest U.S. airlines between January and September 2024. A year-over-year comparison revealed percentage changes from 2023.
• Airport Data: Property complaint records from the Transportation Security Administration’s FOIA Electronic Reading Room were analyzed for the 60 busiest U.S. airports from 2015 to 2023. The data was normalized based on passenger volumes to ensure fairness.

This thorough methodology highlights critical areas where the travel industry can improve, offering valuable insights for both consumers and service providers.

Airports With the Highest Complaint Rates

Five airports emerged as having the most complaints related to baggage mishandling:

1. Orlando International Airport (MCO) – 1.81 complaints per 100,000 passengers.
2. John F. Kennedy International Airport (JFK) – 1.72 complaints per 100,000 passengers.
3. Palm Beach International Airport (PBI) – 1.71 complaints per 100,000 passengers.
4. Ted Stevens Anchorage International Airport (ANC) – 1.69 complaints per 100,000 passengers.
5. Fort Lauderdale–Hollywood International Airport (FLL) – 1.68 complaints per 100,000 passengers.

The higher complaint rates at these airports highlight operational challenges that may require enhanced oversight or technological upgrades.

Airports With the Lowest Complaint Rates

In contrast, some airports demonstrated exemplary performance, boasting significantly lower complaint rates:

• San Francisco International Airport (SFO) had only 0.31 complaints per 100,000 passengers, a rate 72% below the national average.
• Kansas City International Airport (MCI) followed with 0.42 complaints per 100,000 passengers.
• Other strong performers included Chicago O’Hare International Airport (ORD) with 0.58 complaints and a tie between Charlotte Douglas International Airport (CLT) and Minneapolis–Saint Paul International Airport (MSP), both at 0.59 complaints per 100,000 passengers.

Airlines With the Most Mishandled Baggage

Among the ten largest U.S. carriers, the study identified the top five airlines with the highest rates of baggage mishandling:

• American Airlines
• United Airlines
• Alaska Airlines
• Delta Air Lines
• Southwest Airlines

These findings underscore the need for these airlines to revisit their baggage handling processes, potentially leveraging automation and improved customer service practices.

Potential Solutions and Industry Implications

The impact of these findings on the travel industry could be far-reaching. Mishandled baggage not only diminishes passenger satisfaction but also adds costs for airlines and airports in terms of customer support and compensation. To address these issues, the industry may consider:

• Technology Investments: Implementing advanced tracking systems like RFID tags can improve real-time luggage monitoring and reduce errors.
• Operational Training: Enhancing staff training in baggage management can mitigate common mishaps.
• Streamlined Processes: Reducing baggage handling complexity through simplified logistics could lead to fewer mistakes.

Broader Implications for Global Travelers

While the study focused on the U.S., the repercussions of mishandled baggage extend globally. International travelers often face compounded challenges due to interline baggage transfers, language barriers, and varying compensation policies across jurisdictions. Improving baggage handling efficiency in major U.S. airports and airlines could set a precedent for other regions to follow.