Emirates just had its busiest winter for baggage handling in the past three years. The winter season data from September 2023 to January 2024 reveal that Emirates maintains a 99.9% success rate while transporting an average of 2.7 million bags per month from Dubai to 140 global destinations.
Emirates has an excellent baggage handling record, with 99.9% of all baggage arriving in or departing from Dubai arriving on time and at the intended destination. On an average Emirates journey, a customer’s luggage travels on its own and interacts with numerous members of the Emirates team, from a porter’s trolley to a check-in agent and baggage belt to the ‘Boss Room’ where baggage is scanned with high-tech security, then loaded into dnata baggage containers and onto moveable dollies bound for Emirates aircraft, before flying across the world to meet the baggage handlers at a new destination.
On rare occasions when baggage is delayed, various scenarios might have occurred. Sometimes, luggage tags holding critical information are mistakenly pulled off, or a bag may slip off the subterranean baggage belt as it rounds a bend at high speed – this is recorded on video and can be rectified immediately.
A transfer flight may be unavoidably delayed due to weather or a sick passenger, making it difficult to remove and reload the luggage on the passenger’s transfer flight in time. In this situation, the customer’s luggage is loaded directly onto the next flight. This is done automatically by a combination of multiple complex systems, including Dubai Airport’s Baggage Handling System, dnata’s Baggage Reconciliation System, and Emirates Bag Connect, an Emirates product that offers a comprehensive view of the baggage journey with real-time baggage status tracking and is available on the Emirates app and website.
Overall, Emirates’ rate of baggage mishandling – defined as delayed, lost or misplaced baggage- is minimal at 1.3 in 1000 at the Dubai hub- almost 30 times lower than some other providers. Of the bags that are unavoidably delayed even globally – 91% are reunited with their owners within 72 hours. This percentage is especially notable worldwide since Emirates primarily manages international baggage and international transfer baggage, which means luggage frequently travels on lengthy and complex itineraries that require more care than domestic travel.
Emirates credits its best-in-class luggage handling to rigours and high-tech procedures, including a multimillion-dollar investment in software that Emirates has adapted to individual demands, allowing complete visibility of all travels.
Emirates’ dedication to innovation and quality means that a world-class staff has continuously upgraded all systems and processes over the previous two decades. The Emirates team is also regularly trained to the highest standards, both in Dubai and around the world, with ground handlers and other operational staff receiving virtual and manual training on systems, processes, standards, and best practices and introductions to new products and services.