
Emirates has reached a new milestone in global aviation by recording its busiest year ever for baggage handling between April 2024 and March 2025, processing over 2.8 million bags each month-an average of 100,000 bags daily-across flights to 140 destinations worldwide. This surge represents a 3.7% year-on-year increase, reflecting the continued rebound and growth in international travel demand.
Despite the increased volume and complexity of international operations, Emirates maintained an industry-leading 99.9% baggage handling accuracy rate at its Dubai hub, one of the world’s busiest airports. The airline’s mishandling rate-covering delayed, lost, or misplaced baggage-remained exceptionally low at just 1.4 per 1,000 bags, which is nearly 30 times lower than some other major international carriers.
When baggage delays did occur, Emirates reunited 91% of affected bags with their owners within 72 hours, a notable achievement given the long and complex journeys typical of international and transfer baggage. In addition, Emirates’ Lost and Found team at Dubai International Airport’s Terminal 3 returned 94% of valuable lost items, such as passports and wallets, within 60 minutes, highlighting the airline’s commitment to customer service.
Emirates attributes its operational excellence to several factors:
- Advanced Technology and Innovation: The airline has invested millions in bespoke software and surveillance systems that provide real-time visibility over each bag’s journey, from check-in to final destination. In 2024, Emirates launched the Emirates Bag Connect digital tool, allowing passengers to track their luggage in real time via the Emirates app and website. This feature is now available at 80 international stations, enhancing transparency and customer confidence.
- Integrated Baggage Management Systems: Emirates leverages a combination of Dubai Airport’s Baggage Handling System, dnata’s Baggage Reconciliation System, and its own tracking platforms to monitor and manage baggage at every stage. These systems automatically assign delayed baggage to the next available flight, ensuring swift resolution.
- Highly Trained Workforce: Emirates’ ground handlers and operational staff undergo regular, rigorous training in both virtual and hands-on settings to stay updated on the latest systems, protocols, and best practices. This ensures consistent service standards and rapid adaptation to new technologies.
- Proactive Handling of Untagged Bags: At Dubai’s hub, around 2,300 bags per month are found without baggage tags. Emirates and dnata manage to recover and load 80% of these untagged bags onto their respective flights before departure, minimizing passenger disruption.
- Collaboration and Process Optimization: Seamless cooperation between Emirates, dnata, and Dubai Airports is essential for maintaining smooth baggage flow and high service levels, particularly given the scale and international nature of Emirates’ network.
The airline’s end-to-end baggage management workflow, robust digital infrastructure, and continuous innovation have set a new global benchmark for operational excellence and customer satisfaction in baggage handling. Emirates’ performance not only underscores its leadership in the aviation industry but also demonstrates how strategic investment in technology and people can deliver tangible benefits to millions of travelers each year.