Swissport International
reviews and complaints

On 26/1/24 I was taking my regular flight on aer lingus to Belfast, as I booked through BA website online check in is not an option and so I checked in at customer services at Edinburgh airport. My return flight is later that afternoon and for the first time I was denied return check in when I have done this at the same check in point numerous times before the last being 2 months ago. I was refused this service by Rebecca who man’s the check in saying that this could not be done, I explained that I had already done this numerous times before as my time in Belfast is short and getting back to the airport to catch this flight is always tight - I feel more training is required by staff so they are aware that this is in fact a possibility and would alleviate stress and time pressure for some customers on the return leg of their journey.

During the encounter, your employee insisted that I needed to pay for an extra bag, despite the fact that I only had one handbag and one small bag.

Despite complying with the baggage policy, I was denied boarding, and my flight was canceled by her.What adds to my distress is the observation that other passengers were allowed to board under similar circumstances.

This behavior is wholly unacceptable, and I am deeply concerned about the treatment I received.

Dear Swissport,

An unacceptable baggage delay occurred after my flight from CFU to AMS with TUI (nr. OR 1116) on September 16th! We landed at ~22:25 at Schiphol and our baggage arrived at 01:04! No information was given on the screens and the (only) lady on the counter didn't know anything. How ridiculous and shameful situation at the same time! On top of that I couldn't catch the night train of 1:00 towards Rotterdam and I had to wait for another hour. All in all I arrived home in R'dam at 03:40 while (under normal circumstances) I would have arrived before 0:00. I also had to pay for an Uber from R'dam Centraal to my house (instead of taking the metro) due to being late.

I demand compensation for my Uber ride (12.73 euro) and also compensation due to the ridiculously long waiting time and tiredness.

I am at your disposal for any further information or clarification.

Kind regards,

Petros Tsigkourakos

[protected]@gmail.com

Rude, arrogrant behaviour by Swissport staff MERVEILLE KAMANGU.

I was harrassed by this lady . She asked me to pay for my cabin bag even when more than 20% flight was empty. As i was the last passemger , she said she wont let me board the flight. Extreme rude behaviour. I am in a trauma and this affects my mental peace. I asked her to make me talk to her manager, she refused for the same.

This is the worst customer service I've ever received. Staff are rude, putting phone down, do not respond to any emails or phone calls. Provide a number that is never answered. 5 out of 6 of our cases are missing from flying into East Midlands Airport 4.30 am on 2/9/2023 with no assistance being provided whatsoever. Flight number TOM623 from Dalaman airport with TUI staff knowing our cases were never put on the plane. No assistance at the airport and since.

After arriving at belfast international on monday morning at 12.50am, the pilot told us we couldnt get off the plane as there was no ground marshal, and no one to open the terminal to let us in... What the hell?

to make matters worse we had to wait nearly an hour on our baggage... Again what the hell?

but the worst thing is that my 82 year old father was waiting in the car park and it is now 3am!

we were charged £50 to get out of the bloody car park, which is not our fault. Its your companies incompetence for the delay of us out getting out!

who the hell do you people think you are, when i went back into the airport to seek some of your staff to help, not only were they extremely unpleasent, they wouldnt even give us the time of day!

the service you provide to the airport is absolutely shocking, which in turn cost people money they do not have in extra charges to leave the car park...

But you do not care! you make me sick

This company is garbage. DO NOT USE! And this is a sub- company (Swissport) that is used to aid RyanAir. So I suggest at that you do not use either company. They are rude, racist and chose not to service us because we are African American. They were very rude and sent us through unnecessary avenues for check in when there was as a party of 16 that showed up and well in advance of 2 hours for a 2 hour flight. This is not a company or airline that will accommodate well and they deserve to be out of business with this type of disorganization. BEWARE, BEWARE, BEWARE… if you want to have a company that will be customer conscious… please avoid! Supervisor instructed employees to avoid us and not print tickets because it was too much Instead of doing their job. To be clear the supervisor who was egregious was FRAIY AMAL and her subordinates were SOUIFIANE (2 individuals with same name) as well as an individual named NACER. They were extremely racist and are detrimental to the company! Do not support this company Swissport or RyanAirline! There do not care about their customer ot people who do not look like them!

Flight number FR2311 7/8/2023 palma to leeds

i returned from Palma airport to leeds Bradford on the above Ryanair flight when we came to collect our luggage there was 1 case left going around the carrousel that was the exact same case as ours but it wasn’t our case. We originally thought the case had been collected by the person who case had been left. I was told to fill in a lost baggage form then the day after i was told this form had been disregarded due to the fact the case had been picked up by someone else. Which leaves us stuck as to what to do now. Iv taken advise and been advised that we can not work on assumptions and the form does need submitted for this claim number to be issued. I was also advised yesterday that the case that had been left had now been collected from the airport and the person collecting didnt return another case which makes it more apparent that the bags were not swapped.

For the value of the items in the case im not prepared to leave this and except that we have lost it. Iv contacted Greater Manchester police and also Yorkshire police and they have both advised its on the airline or airport to resolve this for me. I handed the case over to Ryan air in palma airport and i left leeds bradford without it so i need you to issue me with the claim number asap

I arrived from Canada to Edinburgh on August 2nd at 6:35am. Upon arrival, my luggage was not there (delayed). I have made numerous calls and emails to Swissport with no response. I contacted Air Canada and they confirmed that the baggage was in Edinburgh but Swissport did not confirm this on their end. This is unacceptable customer service and I asked Swissport who to complain to which they did not provide. Further, there was no one available at Edinburgh airport to assist with this and I was simply told to fill out a form which I have received no word from.

Please email: [protected]@gmail.com with any updates.

Husband and I caught flight from Turin to Edinburgh with stop in Amsterdam 28/6/23

Flights Kl1556 and then KL 1289

Many bags did not get on plane In Amsterdam

We went back to Edinburgh airport 29/6/23 and lodged form with Swissport for luggage

We eventually got a Swissport reference number EDRKL43377 number which shows bags apparently sent from Amsterdam to Edinburgh 1/7/23

Since then we have heard nothing

I have tried to call Swissport and can not get to speak with anyone . I have emailed Karen cox many times and no response just to enquire if bags found at Edinburgh and will be forwarded to our home in Western Australia ( we are home now) and also emailed Swissport email re luggage and no response.

I find this lack of care totally unacceptable

All I want is a simple email to say yes we will look for it

Or it’s still in Edinburgh

Anything

But nothing at all

I just want my suitcases (2 large grey)

I work as a cabin cleaner and on July 1, Saturday, I was physically assaulted by a coworker. I asked my lead for help. He failed to acknowledge that any wrong was done he questioned my honesty he did not take the necessary action so I tried to call the supervisors and they were not answering the phone. I called Morgan and Carmen multiple times I was on the van and the man who assaulted me came to the van and and we were in a verbal altercation. I tried to remove myself from the situation, but the witness that saw him push me on the plane would not move out of the way so I can get out the van and the only way I can get out of the van was if she moved or if I climbed over so I asked her three times to move, and she laughed in my face and she refuse to move so I climbed over her and as I’m about to exit the vehicle the man who assaulted me his father grabbed me and I felt at least two other people grab me so at this point I was assaulted, and now I’m being falsely imprisoned I had to push and shove an elbow people to get them off of me so I finally got the van and I tried to ask someone else for help and they said they didn’t see anything and they can’t call security and I need to call my supervisor so I took a few moments to try to calm down and I had to get back on the van to go to the next plane when I got in the van I tried to keep my composure but I was very upset and as far as what they showed me, the only consequence would be calling the supervisor. They didn’t even attempt to separate us so I tried to push him back, and ironically the woman who witnessed him push me and refused to allow me to exit the vehicle she moved on the other side of him so when I tried to push him, he moved out the way, and I accidentally pushed her and she started yelling and I try to apologize but then she started trying to fight me. She started swinging at me for force and I really did not want to get into a street fight so I just pushed her head out the way so she would just stop hitting me and she instantly stopped hitting me and then it kind of felt like it wasn’t resolved enough for me so I push the back of his head and then my lead decided to finally called the supervisor after I became physically aggressive , and my supervisor told me to go home and not the man who initiated the aggression. I was told to come in the next day and we both got suspended, but they allowed him to come back to work during his next scheduled shift and it’s been two weeks since I’ve worked. HR told me I was supposed to come in this week. It is now Friday I came in yesterday and Brenda told me that there’s inconsistencies in my statement in the witness statements, so why is it that he’s allowed to work when they’re not sure who’s being honest and who’s being dishonest this is discrimination they are automatically assuming that I’m more likely to be lying a proper investigation would either include both of us continuing to work, and being separated, or both of us being suspended indefinitely, until they come to the proper conclusion I have not been able to afford my rent. I am living in hotels, and I don’t even know where I’m gonna be sleeping in the next couple of days and he’s allowed to just go to work when he’s the one that attacked me first this is completely unfair. I do not cause problems at work. I literally work at least six days a week lately I have been working seven days a week with a minimum of nine hour shifts I don’t get into disagreements with my coworkers I actually would say that I am quite pleasant every single day, so I don’t understand why an employee like me who goes above and beyond who does not have conflict with my coworkers why I’m being treated like this.

On June 16, 2023 my wife and I flew EI3256 from Dublin to EDI on a scheduled 1:45pm departure on Aer Lingus operated by Emerald Airlines, arriving relatively timely at a little after 3pm. The arrival hall was packed with customers awaiting baggage. When a carousel finally started delivering bags for one of the earlier arrivals, passengers cheered. This wasn’t exactly encouraging. Over the space of 15 minutes, all flights except for ours received their luggage and left.

Ours, however, did not. All passengers were left in an arrival hall with absolutely no staff, no explanation, and no recourse. We finally ascertained that this third party, swissport, was the responsible party. But searches for customer support lines were all fruitless, yielding only email addresses. I fired off two, one to the generic address, and a second to an address simply labeled “manager.” Neither were responded to.

After about an hour, a brave passenger finally went through to customs without her luggage, spoke to a customs agent, and returned bearing the news that there are three arrivals halls at EDI and that evidently all staff had relocated to one of those other halls, leaving no one to help or advise us. Helpfully, customs finally made an announcement: passengers are not allowed to leave the hall, and baggage will arrive at some unspecified future time. In other words, we were hostages. Visions of Entebbe briefly struck me.

At about 5:15pm after no further news, our bags arrived without fanfare, apology, or explanation. As a result of the two hour baggage delay, wherein our bags remained loaded on the plane or unloaded into carts but inaccessible to ourselves, we considered all options, including pulling the fire alarm, just to receive some attention and perhaps even an explanation for this unacceptable delay.

I have never in my life experienced such inexcusable service from any company. It’s without precedent, and I have 40 years of frequent travel to compare it to, including third world countries around the world. This was truly an unacceptable failure. Every passenger had their plans disrupted. Ours were merely arriving 90 minutes late for a dinner reservation, which fortunately was accommodated.

But the uncertainty, inconvenience, and grossly unprofessional behavior of staff abandoning their duties demands not only apology but explanation and compensation to each and every passenger inconvenienced and bewildered by the experience.

I’ve been waiting for an hour and a half to 2 hours for bags, and people are becoming irate.

I arrived on Air France AF1486

You need to respond in some fashion because there are people here with children as well.

You need to advice what is happening

Your Swissport representative is ignoring everyone, won’t answer any questions, and just runs away

Please respond

Louise Daley

[protected]@gmail.com

9th June at Manchester Airport.

You probably receive umpteen complaints about baggage handling and this seems to be an ongoing problem and has been for some time and has still not been resolved as we had the same issue last year.

To have to wait for an hour for a case to be put through on the carousel is absolutely ridiculous especially when you have an onward journey to your destination with a taxi waiting outside for over an hour!

When is this situation going to be resolved or are you that complacent you don't even care about customer service.

The way you shape up makes me think you will be losing contracts with airlines which are your 'bread and butter'.

You either need to take on more staff or 'give up'

Yesterday I flew from Manchester airport with Ryanair at 4.15pm, on the door 49 was the Swissport staff.

It was a 30min delay on the flight and when the authorization to get inside of the flight was given, the 2women on the door from swissport were arrogant shouting with the customers to come from the back of the queue to the front.

I was one of the 20guests in the front the staff ignored. When I finally came to the front I express my opinion and they shout on me.

Hello Dear

Hope my email finds you well.

I’m a holder of travel document of 28 July 1951 , I had a flight to Stockholm from Larnaca in 14/93/2023 flight No D84402 they (Swissport) didn’t allow me to travel they said there is a new rules from holder of this passport they need to apply for visa in order to travel to Europe from now on.

I have this passport since 15 years ago and i travel constantly to Europe without any visa and I was in Sweden last year/6 months ago.

Swissport told us that you provide them with a list which republic of Cyprus is not in that list so we need to have visa in order to travel.

During these days I have been in all European countries embassies which I have travelled in the past and Sweden embassy , Sweden police of boarder in the attached email confirmed that I can travel without visa.

Swissport informed me now that you have forwarded them a list Timatic, list of countries and Cyprus is not included in the list.

Since police of migration of Cyprus and all the European countries embassies confirmed that I’m allowed to travel without visa don’t you think the list is wrong.

Please check all the attachments/evidence

Please check this matter and advise me this matter cause me too much damage.

I’ll appreciate if you help me

If you need more information and evidence don’t hesitate to contact me

Thank you ( I’m not able to add original emails)

In case you need them I can forward you all the evidence

Kind Regards

I had my flight changed by Vueling yesterday and was not informed. I went to your office to speak to someone who is absolutely unable to help anyone, I really do not know what her job is there. Every time I tried to get some help from her or to help me book in as the flight was still not boarding she just said she didnt know, she didnt know ANYTHING. She could not help anyone. Why does everyone in the airport direct us to speak with her when she knows nothing?

I would kindly like some answers about this situation as it was the worse I have ever had to deal with

Thanks