On 20 September, Swissport luggage handlers at Manchester Airport were filmed while one handler was “throwing” luggage from a Ryanair flight from Malaga into – and across – the luggage cart, causing damage to the passenger belongings. Through social media, the airport was immediately warned. Today Andrew Cowan, Manchester Airport CEO responded to the incident.
“Manchester Airport will not tolerate the kinds of behaviour shown yesterday by the employees of the ground handling company Swissport. We are clear that it is completely unacceptable for our customers’ belongings to be treated in this way by any company operating on our site.
The behaviour of the Swissport employees falls well below what we would expect of ground handling agents at Manchester Airport. We have sought urgent assurance from Swissport that a full investigation will be carried out and swift and robust action taken against those involved.
In our view, the actions of the individuals concerned are so serious that we would expect Swissport ensure they do not work on the airport site in the future. We have also asked Swissport to carry out an urgent review of their recruitment and training processes to ensure their employees are clear about the high levels of customer service that are required.
If we are are not satisfied by Swissport’s response to these issues. We will consider what further steps are required to protect passengers’s interest, including the full range of sanctions that are available to us as part of Swissport’s operating licence.”
— Elizabeth Evans (@eaevans1990) September 20, 2018