Swissport Reviews 

Returned from Sicily to Edinburgh airport and we waited an hour for our bags to come through on the belt, no information we were left standing with no clue to what was going on and to make it worse both myself and son are on the autism spectrum so this was highly unregulated. Dreadful experience but not surprised due to the many terrible reviews for Swissport. Sort yourselves out!

Waited 45min to get through to someone, given I dialed a local number, thought I would get someone locally, but get someone who is in a call center on the other side of the world, and can't help because clearly it is their company policy not to help customers, despite it is their ground staff who are at fault for loosing our luggage. I have never experienced such poor customer services, all the 'customer support' person could do was to text someone and put a note on the file??? She couldn't offer any help what so ever, and kept referring to their useless company policies. Swissport clearly doesn't care about their customers, don't read the customer reviews.

Swissport staff placed a baggage tag on the paper photo page inside my passport and has caused significant damage when trying to remove it. Now need to replace full passport and have had no correspondence from Swissport, no acknowledgement or anything. And this is now 17 days later. Any time I call swissport the staff give me the same telephone number that doesn't even make a ringing noise. Every time I ask to speak to the manager Kevin, I'm told hes busy.

So, the staff at Belfast clearly need re training and told not to put stickers on any internal pages of a passport!

Also when checking in my sons car seat he failed to correctly fill in the tag entirely which then had me standing in over sized baggage for another 20 minutes while the staff tried to find out if they could load the car seat without whatever information it was they usually have.

So now I am stuck with a void passport, losing the remaining 18 months on it and having to pay £100 for a new passport.

Diabolical customer services.

Incompetent and rude staff at Sofia airport plus they never turn on air conditioning in their shuttles no matter the temperature outside. Worst service ever!

Complaint sent to chris.hunter(at)swissport.com

"I am writing to you, in your capacity as EDI Station Manager, to complain about the sub-standard service Swissport are providing airline passengers at EDI. Sub-standard is actually restrained; it's a complete shambles and an embarrassment to EDI, if not Scotland given the first impression it gives tourists.

On Sunday 18th of August our KLM flight from OPO to EDI went via AMS. Unfortunately our two bags did not make the connection so, upon arrival, we sought the assistance of Swissport in the baggage collection area airside. We stood awaiting assistance from the two Swissport employees behind the glass hatch, only to be studiously ignored for 5min. We then tried your automated bag tag scanning machines to see if we could file an automated report; they didn't work. We then went to your landside office where we were told to scan a QR code and report the delayed bags. Given there was no apparent benefit to doing so at EDI we elected to do so once we got home.

Even making the online report with the benefit of a laptop, desk and good wifi was painful; does anyone ever user test your reporting system? I had to go backwards and start again several times to ensure that the correct information auto-populated the correct field, as they became greyed out further down the process and could not be edited. This wasn't because I'd made a typo but was because our 'starting airport' became the 'via airport' in your system, so I actually had to enter incorrect information at the start to ensure that the final report was correct! Just a complete shambles and likely near impossible for anyone to cope with on a mobile phone at EDI.

KLM kept us updated with various emails and texts which all advised that "Your baggage has arrived at the destination and will be delivered to the address you provided as soon as possible. The delivery company will contact you directly about this" despite us electing to collect our bags from EDI upon their arrival. We made this courier vs collection decision having watched several desperate tourists at Swissport's EDI office being told "your bag was out for delivery 3 days ago". Obviously the courier tracking system your staff have access to is woefully inadequate as they could not advise these poor people where their bags were now. We therefore decided it would be safer to simply collect our bags ourselves, at our own expense.

KLM advised us they had arrived at EDI early (7.30am) on Monday 19th of August so I attended the Swissport's desk at EDI at 3pm that day naively expecting to simply collect my bags. Upon being given our report reference # your staff informed me that they had no record of our bags arrival. My Apple AirTag app showed the bags to be airside so I asked if someone could simply bring them through customs. Apparently not; I'd have to wait until they were scanned into your system which can apparently take 24-48 hours !!? Clearly this aspect of your operation is massively understaffed and you are accepting payment from airlines that have entrusted you with looking after their customers bags under the false pretence that you're capable of doing so. I saw tourists about to check in to their return flights making last desperate attempts to be reunited with their bag having spent their whole holiday without their possessions simply because your systems and staffing are inadequate.

So, on Monday, I was told to await an email or call advising that my bags were ready for collection so I returned home empty handed and £20 worse off despite only being in EDI's Mid Stay car park for 1 hour. By Thursday 22nd I'd still heard nothing from anyone so I set off again for EDI, this time by tram.

My Apple AirTag app showed the bags to be landside so I asked if I could simply look through the bags in your storage room; "No, that's still subject to customs clearance so you can't enter". If the bags are landside I don't understand how that can possibly be the case. Indeed, there are multiple cages of bags sitting unsecured in the public area outside Costa Coffee. Anyway, I waited patiently at the door while your staff searched on my behalf, them repeatedly asking "what colour is it again?". I initially had difficulty connecting the Apple AirTag app with the bags to set off a noise, as the mobile reception at EDI is non-existent. Once I got on the wifi the bags began bleeping and they were finally found under piles of other bags, behind columns of bags, basically buried in the far corner of the room. I'm convinced that, if I didn't have Apple AirTags, I'd never have seen my bags again.

What a pathetically inadequate set up you have in place at EDI. This is unacceptable and has seemingly been allowed to go on for years without any improvements being implemented.

Crap service waiting for Swissport to remove the stairs from our plane... Boarded at 0940 (expected @ 0855) however these clowns eventually removed them at 1030. 'Lack or staff' was their excuse... Well done SwissPOOR!!! Great Job... NOT!

Myself and my partner regularly fly from Aberdeen to Belfast and both have Easyjet compliant (i.e. tiny) under seat cabin bags. These have never caused us a problem until this trip. At Edinburgh an officious young woman insisted we place our cases in the inflexible measuring device. Mine was approved. My partners was around 1cm over, which cost him £48. How this is the case when it was considered fine a few months ago is perplexing. On the return journey from Belfast the same thing happened again only it was an officious young man. Another £48. This is a complete rip off. If Easyjet policies had changed since I bought the case I'd understand it they have not. I'd like to know how much of a cut Swissport get from petty charges applied to travellers. Outrageous.

TUI flight from Dalaman landed in Bristol at 04:09, over an hour later still waiting for bags to go round on the belt with an empty apology from the airport worker. Unacceptable service. Can totally see why their reviews are so appalling.

We took flight from Paris to Southampton on 12th of August. When we arrived to Southampton and was waiting for our suitcase we were told that our suitcase stayed in Paris ?!?

This is the first time something so weird happened as a frequent flyer. Then we were told that suitcase would arrive one day after and we said OK. Already passed 3 days and today we were told that our suitcase still is not in Southampton ?!?

We are on a road trip and we are quite victimised due to this absurd situation. We have everything inside of our bag and this unprofessional company is making our life impossible.

I’m going to sue them tomorrow. Please if you can, avoid to use this company.

I had an absolutely terrible experience with Swissport in Edinburgh. The employees were unbelievably unprofessional, rude, dishonest, and completely untrustworthy. It was clear that customer service is not a priority for this company. The staff seemed indifferent to any concerns and acted as if helping customers was a burden. Their lack of honesty was shocking, and I felt deceived throughout the entire experience. I would strongly advise avoiding any airline that deals with Swissport if you value respect and reliable service.

My Baggage was damaged during a flight with Swissport. I submitted a damage claim record and emailed them as the Baggage handling office advised me but they did not respond at all. I would not recommend Swissport.

staff are rude and extremely horrible at their jobs. Lied to my face even after airport checked cctv

The number of lost items, even on direct flights, is shocking. You can wait endlessly for your luggage, only to have Swissport staff finally tell you it's lost, with no clue where it is. The sheer volume of lost items at Zürich airport is astonishing.

Personally, I had a buggy that I left at the aircraft door as requested. In Zurich, it wasn't returned at the aircraft exit. I was told to check the luggage carousel. I waited until the end—nothing. The Swissport desk told me to wait at another carousel for 30 to 45 minutes. After an hour, I returned, and after a phone call, they said it would come in 10 to 15 minutes. Another half hour later, they admitted they didn't know where the buggy was and had me fill out a lost item form.
24 hours later, nothing has changed—they still don't know. It's hard to understand how such a big item can disappear, especially when I saw personnel at the departure airport pick it up and load it into the aircraft.

Damaged my sons passport by sticking lugggage labels over his paper face part, when got back to belfast went to swissport and the man removed the labels tearing part of his his face off told to go next day as noone to deal with it, went next day to be told to email them which i did after travelling the 1 hour round trip, got an email reponse stating the employee said she never stuck labels to his face and that the supervisor never seen labels on his face because the man the night before tore them off after sending pic of passport and the luggage labels with the paper from passport clearly on them and when i replied this back to them i got no reply surprise suprise, crqp customer service skills

I forgot my jacket on the plane and reported it immediately after at BER airport, about 15 minutes after getting off the plane. I received an email the next day, stating my jacket has been found but I would need to pay 25 EUR even though Ryanair would have done a sweep of the plane and it's policy for them to hand over their item to the baggage handler. So very little work for Swissport.

It was my mistake for leaving the jacket of course, on the plane but I'm a disabled person and now have to travel 2 hours to and from the airport to get my jacket, with Swissport offering no alternatives. They just sent me a useless price list and couldn't give me a price breakdown of where my 25 eur is going or whether they could ship the jacket.

Awful treatment of customers with mobility issues.

Unfortunately I had to give a star in order to leave a review. In summary my suitcase went missing on Friday 19 July following the computer glitch. Gavin in Edinburgh airport who I first dealt with was fantastic however when I phoned on a daily basis to get an update I was directed to a call centre in Manila and told every day “ We are sorry Miss Nicola we cannot trace your suitcase” My suitcase has been sitting in Edinburgh airport apparently for 5 days a forty minute drive from me but no one thought to inform me.
A shambolic stressful experience I don’t want to repeat.
When I went to the airport today, I retrieved my case instantly. Unfortunately I don’t know the helpful member of staffs name.
In summary the Swissport Edinburgh airport staff were fantastic. Swissport call centre could I suggest you learn from them!

In order to help Swiss, I was happy to let my handluggage go into the hold - which, since, has not been seen. It is now 4 day post the flight, and my repeated calls to swissport are met with rude people, lying the blue from the sky, even telling me that they ly in order to get rid of people. And, my case still being lost. I can't believe there is such bad service in Switzerland!!! I also would give zero stars if that were possible.

Flew Belfast to Manchester, Swissport lost my checked in bag. Swissport Belfast insisted it was in Manchester, Swissport Manchester insisted it was not.

Everyone I spoke to from Swissport was useless. In the end I called the airport police who found my bag on CCTV (in Belfast!), and confirmed for me that it never went on the plane and someone from Swissport picked it up again. Only after the police called Swissport Belfast did I get any results!

This is an absolutely pathetic company with a 'who cares?' culture that clearly stems from a complete lack of oversight or repercussions for their abysmal lack of professionalism.

The most important information is not disclosed!!!! Any bonded warehouse notifies the consignee and/or the broker regarding the storage and sends reminders about the due dates and amounts. Not Swissport. The tariffs are insane. And their deadline is the same. Only if you check their website you find out that the free time is only 2 days after arrival. It is impossible to avoid this horrid situation that gets worse day by day. An exorbitant price to pay for this unnecessary lesson. The "rate your experience" should provide negative stars, Swissport does not deserve the one star that comes by default.