Baggage issues

The industry’s checked baggage framework is designed for airlines, not passengers

Checked baggage was always a top-topic back in my Qatar Airways days. Back in 2008 the official allowance was 20kg in Economy. Yet many passengers were taking 30kg, 40kg or even 50kg without charge.

While head office knew about it (sort of) there was no clear idea about who was authorising free excess checked baggage, how much free allowance was being permitted or exactly why things were done as they were.

I was asked to sort it out. But it was tricky and messy. It took just over two years. Eventually we achieved a 100% documentation of process, a 5% increase in excess baggage revenue and a 2% reduction in handling costs.

Yet the end result was never entirely satisfactory.

Checked baggage remained an issue at Qatar Airways all the time I was there and may still be an issue today. Many airlines struggle to get it right.

There are all sorts of questions airlines need to answer: How much luggage can passengers check in free of charge? What should the price for excess be? Should sporting equipment be included and if not how should it be priced? What about musical instruments

To make things even more slippery, the industry framework for baggage has all the appearance of being designed by committee. It has airlines in mind and not consumers.

In today’s article I am going to explain why in my view the industry’s checked baggage framework remains inadequate. It could be better at both the industry level and the airline level.

First I will tell the story of how baggage policies evolved. Then I will outline how, despite improvements from the days of 2008 to 10, today’s baggage framework can still be unclear and unfair for passengers.

Hand baggage, which passengers carry onto the plane themselves, is a separate topic. Crazy stories, like passengers checking in wheels and fridges, are best left for the bar.