I had a very poor experience with Swissport at Toronto Pearson Airport (YYZ) while handling baggage services for a Royal Air Maroc flight.
After arriving from Casablanca, my checked baggage did not arrive. I waited over two hours at the baggage conveyor before approaching the Swissport desk. The Swissport representative refused to issue a Property Irregularity Report (PIR), refused to take my delivery address, and did not initiate any baggage tracing.
Instead of helping, the staff member behaved unprofessionally, escalated the situation unnecessarily, and left the desk to involve an airport officer rather than resolving the issue. I remained calm and cooperative throughout. The entire interaction is recorded on video.
An airport officer reviewed the situation and advised me to leave the airport and claim the bag later using my baggage tag, since I had already waited a long time and missed my transportation. Because Swissport refused to issue the PIR, no official baggage file exists, leaving me without tracking, delivery, or assistance.
This experience shows a serious lack of accountability, training, and customer service. Refusing mandatory baggage procedures puts passengers in an impossible situation and prevents any follow-up or compensation.
Based on this experience, I cannot recommend Swissport’s baggage handling services.
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