Swissport GB Limited - Edinburgh

Justin M. (. R. M.

Five Stars – Exceptional Service from Swissport at Edinburgh Airport

My wife and I were flying with our seven-month-old daughter on Delta 0035 from Edinburgh to Atlanta, and we had an outstanding experience thanks to one remarkable Swissport employee: Mr. Christopher Kehinde.

During the fast-track security process, our daughter’s diaper bag was flagged due to baby formula, and in the rush, we accidentally left behind her only fleece jacket. Once we were seated on the plane—at one of the farthest gates—my wife realized it was missing. Unfortunately, we weren’t allowed to leave the aircraft after boarding.

That’s when Mr. Kehinde stepped in. He was incredibly polite, calm, and proactive, asking exactly where we had left the jacket and what it looked like. He said, “I don’t know if I can get that far in time, but I’ll try my best and call a colleague to assist me.” Honestly, we didn’t think it would be possible.

To our surprise, about 20 minutes later, Mr. Kehinde returned to the plane—slightly winded but smiling—with the jacket in hand. His effort went above and beyond, and even the flight attendants and passengers nearby were equally impressed.

Service like this is rare, especially when time is tight and the item in question could’ve easily been considered a lost cause. Mr. Kehinde’s professionalism and empathy turned a stressful moment into a memorable one. He is a credit to Swissport and to the Delta team at Edinburgh.

This is what true customer service looks like. Thank you again, Mr. Kehinde.

Finlay H.

Poorly staffed - took over 1hr 15min to get bags from an EU flight. Apparently this is just the norm, with baggage arriving before our own from flights that landed 40mins after our own.

Menzies baggage handlers given priority and prob provide a better quality of service.

Swissport need to hire more staff and stop trying to reap maximum profits.

Picture attached is a stain on the floor of a scotrail train station - that's a fair visual comparison.

Maria

We have reported lost luggage on our flight from Zurich to Edinburgh and were given number to call for the update. There is only answer machine to leave message but do not expect somebody will call you back. we went back to Swissport office in the airport arrival hall and have asked for the update on our luggage. The person was on this occasion very helpful on contrary to the one from previous day who appeared to be completely disinterested. also she has told us that they are short staffed and there is not anybody to handle the calls! Fortunately our luggage was found and we have decided to collect it directly from the airport to avoid further disappointments.

Update 2023- 3 years later from the previous review. Nothing has changed. I was waiting for my bag on a domestic flight for over an hour. There were rows of unclaimed bags from all over the UK standing around including baby carriers.

Y L.

Flew from France to Edinburgh and couldn’t find our luggage. There was no one at Swissport to help us. Waited for 30 minutes for someone to finally show up. That person was in such a hurry!! He took our luggage info, said he would go look and that he doesn’t know how long it’ll take. He suggested we wait. Guess how long we waited? More than 2 HOURS later the guy was still nowhere to be seen! We had endured a combined 12 hours flight just to be stuck at Edinburgh airport for another 3 hours. Ridiculous!!

Eventually another guy showed up right before they were about to close. He gave the instructions to fill out online forms for luggage claim. That’s right.. something the first guy should’ve told us but never bothered and never to be seen again. He told us to wait and never came back!!! What kind of customer service is that We left the airport with such anger and defeat it really ruined the beginning of our vacation.

We got our luggage the next day without issue but the whole experience had already left such a bad taste in my mouth. 1 star, do not recommend.

Mathias G.

I went to the Edinburgh Airport Swissport desk on 25.08. to report on damaged luggage. The two Swissport employees were stating they are not responsible for luggage. A colleague should come in the next 5-10 minutes. After 30 minutes waiting time and asking again, I was told that the colleague was just around the corner. 5 minutes later the two employees simply walked away and were no more seen. They colleague never arrived Without having the report from them, Ryanair does not process the case. Maybe there is a system behind...

Carlos G.

The service provided by this company is AWFUL. My suitcase arrived at Edinburgh airport 4 days ago and is still there!!! Fortunately the suitcase has a tracking device and I can see the exact location. I have received no communication from Swissport at all. In the pictures you can see how badly this company handles the luggage. Pictures were taken on Saturday 1st July approximately at 23:00. You can see that hundreds of passengers had to leave the airport without their luggage 🙁

G M.

Their baggage service at Edinburgh airport is terrible. Sometimes bags take an extremely long time to arrive, and there will be *zero* communication via the airport.

Gary I.

Absolute shambles of a company. No one to answer the 7 days a week 8-6 number. No one has a clue where anything is and there is never anyone at the Swiss port desk in Edinburgh.