Swissport Executive Aviation Auckland, New Zealand

Service at swissport is really good and professional. How ever the airline failed to match my expectations. I flew from santiago to Auckland and my bag was never there. The to friendly employes Vishal and Surag where professional and gave me hopes about receiving my bag. Thankfully they gave me their personal number as no one will pick up my calls. The 2 boys managed to get my my baggaje within a week as they informed me it was tagless in santiago.
Apr 22nd, 2023

The worst customer service I've ever received. My suitcase was missing for nearly 6 weeks until I got it back, which only happened when I went online and found the Corporate office email who were fantastic and sped the whole situation up. The employees in the office are more concerned with watching movies, vaping, swearing and not taking cases seriously. Unfortunately, their collective attitude is damaging Latam and SwissPorts reputation massively. I'm just adding to the laundry list of similar complaints.
Apr 20th, 2023

I can really only say very bad things about this service, this also applies to Fiji Airways, as they organize the luggage via Swissport. They are not very organized at the airport and did not give my detailed baggage information as discussed. Unfortunately, you can only see this afterwards when you look at the luggage search on Worldtracker. The most important thing is missing here, namely my baggage number from the flight. How are you supposed to find a piece of luggage without this information? Then my German cell phone number is wrong, although we checked it and the New Zealand number I was supposed to be informed about is completely missing. The baggage description is a black backpack. But it's a red Bagpag in a black cover, with a luggage strap and a colored address tag... How can anything meaningful come of it? The worst thing of all, however, is that no one can be reached at the telephone number or email address to which one should contact in the event of incorrect information or anything else. No one answers the phone number and the answering machine is always full of messages, no one responds to emails. There is no way to get to their counter at the airport, as it is located at the baggage claim. Even the staff at the airport cannot help you with this. So the baggage is lost.
Mar 31st, 2023

I recently travelled via Jetstar from Melbourne(AU) to Auckland(NZ). Swissport was responsible for the luggage. In Melbourne we had a delay of 1h because of something with the luggage. That's what we were told. I later arrived in Auckland without my bag. I got a call 3 days after arriving and I was told that my luggage will be delivered that day. That's the last I heard. There is no way of reaching Swissport via phone, email or anything really. The only thing you can do is call your airline ( in my case Jetstar ) or visit their office at the airport. But don't expect much the employees are clueless and shift blame the whole time - "I don't know but my collegue might, but they are not here at the moment". After two more weeks I called Jetstar and I was told my bag is at the airport ready to be picked up(Jetstar and Swissport have access to the same data). I went there, which is a 136km drive, one way. But I didn't get my bag. They couldn't find it. So I had to leave empty handed. I went again to pick up my bag a week later and I finally got it.
Mar 28th, 2023

I travelled from washington DC to Auckland (AKL) via SFO and Fiji on the 27th Mar 2023. Upon arrival in AKL i found that all my checked baggage had not arrived. Swissport folks told that it was not loaded from NAD and would be on the next flight. I raised a delayed baggage incident. We followed up the next day and no one was picking the phone lines. With great difficulty we had an employee of Swissport give their supervisors personal number. The supervisor was mad at us for calling his personal number. But eventually agreed to have his staff help. After trying several hours we got to know that the baggage was not loaded from SFO. Swissport sent us an email stating that the baggage would be loaded on flight from SFO and through Nadi to arrive AKL on April 1. The referenced flight arrives in the morning AKL time. But we did not receive any communication from Swissport about the baggage on April 1. Calling the provided numbers was of no use either as no one picked up the line. Based on Swissports email on Mar 30, 2023, I was expecting to receive my baggage today (Apr 1). But I didnt receive any communication from Swissport on the status of my luggage. I checked status online using the reference numbers and it still doesn't show if it has left SFO and has been sent through Nadi. All day I was trying to follow up with the contact phone numbers provided by Swissport on the incident report, but NO ONE picks up these numbers. With great difficulty we had reserved travel to Whaitomor caves and were scheduled to go onwards to Rotorua today. Because of the communication, we cancelled our Rotorua trip (hotels, activity passes etc.) and came back to Auckland to pick our baggage. Only to be left further frustrated with the attitude of the staff and the supervisor. This has already caused us losses and without all three checked baggage we are stranded in a new country (visiting for the first time). We are in NZ for a 9-day vacation and at Day 3 we are still searching for luggage and wasting time checking with multiple parties to find the status of our luggage. The worst part is not the delay but it is lack of anyone taking responsibility and no communication from Swissport or Fiji airlines. This is ridiculous service to say the least. I do not have the time to chase multiple people and the vacation is also mostly ruined. They have my contact information and local address to reach me. But no one does. its complete lack of respect for the customer and absolutely no understanding of the term customer service. This is deeply disappointing and raises serious concerns about the customer focus of Fiji airline and its vendor, Swissport.
Mar 25th, 2023