It is that time of the year when many Namibians decide to travel the world for their annual holidays – and as a result, many have to pass through the busiest airport on the continent, OR Tambo International Airport in Johannesburg.
Sadly, this means many travellers will be subjected to baggage theft and pilferage, which continues to be a chronic problem for all airlines commuting through this regional hub for passengers and cargo.
In the absence of a national airline, privately-owned South African airline, Airlink, ferries most Namibians to OR Tambo, where they connect for more international destinations.
Now, Airlink, along with other carriers and industry bodies, have been working with the Airports Company South Africa (ACSA) and the South African Police Services to root out the scourge of baggage theft.
According to Airlink’s CEO and managing director Rodger Foster, the details of the operation cannot be divulged, as it would compromise the objective of eliminating the plague of baggage pilferage.
“Airlink and its handling agents continually assess and fine-tune their checked-luggage processes to close any gaps. However, there are points in the checked-luggage handling chain beyond the control of Airlink or its ground handlers. It is these blind spots that criminal syndicates exploit, and where joint attention is focussed,” Foster said in response to questions from New Era.
He pointed out that to help combat the increasing instances of baggage theft, all areas at the airport are under constant camera surveillance, and baggage handlers are subject to random searches.
As such, anyone engaging in criminal activity is dismissed and prosecuted.
However, Foster admitted that Airlink is painfully aware that all instances of lost, damaged or stolen checked luggage reflect poorly on its reputation.
“At the same time, passengers departing from ACSA-run South African airports pay a passenger service charge (it is one of the taxes and charges added to the base airfare), and the airlines also pay statutory user fees. Airlink is not alone in expecting full value for these fees, including reliable and crime-free baggage handling,” said Foster.
The Airlink CEO added that crucially, any illegal interference with luggage is, by definition, a security breach.
This means airport management, the police and security agencies have a duty and obligation to identify and close any gaps that represent a threat to safety and security.
Said Foster: “At the same time, it is important to note that not all missing luggage is theft-related. Certain events, such as adverse weather, which may constrain an aircraft’s payload, technical problems with baggage handling equipment or a simple issue, such as baggage label being torn off, can lead to baggage going astray or not arriving at the destination at the same time as the passenger who checked it in. Airlink is one of many airlines that uses a global baggage tracing system to search for missing items anywhere in the world and expeditiously reunite them with their owners”.
Avoid disappointment
Furthermore, Foster advised that international travellers arriving at South African airports with an onward domestic connection must remember to collect their bags and re-check them for their onward flights.
This, he said, is because South Africa is fairly unique in this respect, and passengers have been known to forget or simply assume that bags are checked through from their first point of departure.
When this happens, the bags may be held at the airport, where the passengers first entered South Africa.
If, on arrival, a passenger is unable to find any of their checked items, they are advised to immediately report this to the local Airlink baggage service desk, where an official report will be opened.
In addition to describing the missing items, they will be asked to provide their name, address and contact details.
“To avoid disappointing surprises, should something go missing, Airlink requires customers to read and accept the terms and conditions specific to their air tickets. These include the baggage rules, with details on what may or may not be checked in or carried onto an aircraft as well as an explanation of compensation and how it is calculated. Travel insurance is always a good idea for additional peace of mind – but again, customers must read the fine print,” Foster advised.
Meanwhile, there are other measures customers could adopt.
While these measures might not always deter theft, they would enhance tracing and speed up the reunion with their luggage or the finalisation of compensation when it cannot be located.
These measures include inserting discreet tracking devices in their checked luggage that emit signals that customers can monitor on their smartphones.
These devices are widely available and can be purchased at most computer accessory outlets.
Upsurge in theft
While some airlines deny an increase in baggage theft at OR Tambo, two major South African insurance companies have reported a recent upsurge.
Old Mutual Insure said they noted an increase in baggage claims this year, compared to the same period last year.
“We did incur a number of baggage claims during the months of July-September 2022, which were due to the challenges experienced and the shortage of staff at Heathrow Airport and other European airports,” said Old Mutual’s chief executive for specialty Samantha Boyd.
Hollard said they had also experienced an increase in the number of baggage loss claims reported over the past year, and that this is also as a result of the global health crisis.
Generally, it is the reputation of the airlines that continue to suffer as OR Tambo International Airport becomes more and more notorious for issues of tampered luggage and pilfering. Passengers have an avenue to vent through social media. Hundreds of posts are being uploaded of violated belongings.
Recently, Christoph Groenen called out OR Tambo Airport on Twitter for breaking into his luggage: “Stuff gets stolen in the tractor wagons on the way to the planes. I once left Joburg in a big rainstorm. When I got to PE, my bag was broken into, and the inside content was soaking wet,” he tweeted.
He went on to say: “They do it outside. I also think they steal inside the plane cargo holds when packing.”
– ebrandt@nepc.com.na