Responsibility for the transport of passengers and their baggage from the airport of departure to the airport of destination lies with the airlines, within the framework of their relationship with the operator responsible for handling the ground services with whom they are under contract, said the Minister of Transport and Logistics. According to him, this operator manages the transport of baggage to the destination airport, receives and processes passenger complaints, and tracks the location of the baggage until it is handed over to the owners.
Mohammed V Airport in Casablanca, like other national airports, has an electronic baggage tracking system, the “BRS”, which allows, on the basis of the data recorded on the baggage tag, to track them in any airport in the world until their arrival at the destination airport, assured Abdessamad Kayouh, specifying that the owners of the luggage are contacted in order to go to the airport to collect them. Airports are responsible for ensuring the proper functioning of this system, and for monitoring the delivery of baggage by the various ground service operators.
Read: Royal Air Maroc: baggage losses denounced
According to the minister’s explanation, the loss of luggage at the airport is sometimes due to human error when there is a similarity between passengers’ luggage, which can result in the suitcase being handed over from one passenger to another . “In this case, the operator in charge of ground services processes passenger complaints received by the services of the National Airports Office, by carrying out investigations and referring to surveillance camera recordings,” he said. -he added.
Regarding the delays observed in the delivery of baggage, Kayouh stressed that the Office constantly ensures the availability of the equipment necessary for the transportation of passengers’ baggage. Also, it monitors the performance of ground service operators in order to respect baggage delivery times according to the contractual standards in force.
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These clarifications from the minister follow a question asked by Hassan Oumribte, deputy of the Party of Progress and Socialism. “The kingdom’s airports continue to be the scene, almost daily, of the loss of luggage of many passengers, particularly on Royal Air Maroc flights at Mohammed V international airport in Casablanca,” said the elected official. Faced with this situation, “the trip transforms into a laborious quest to find one’s luggage, into an ordeal instead of a moment of relaxation and pleasure in meeting up with loved ones and friends, and becomes a real source of frustration for passengers wishing to spend their vacation far from the destination airport,” he added.
According to Oumribte, the strengthening of links between Moroccan citizens residing abroad and their country of origin, the success of future sporting events and international events, as well as the achievement of the objectives of major tourism projects, depend on the quality air transport services at our airports, particularly with regard to reception and baggage delivery.
