A baggage or IT outage at the airport: 5 lessons

What happened

During a technical outage in the baggage system in one of Schiphol's departure halls, suitcases could not be processed automatically. Thousands of items of hold baggage had to be left behind or handled by hand, which takes far more time. Travellers departed without their suitcase, which then had to be sent on later. One airline called it extremely regrettable, especially around a holiday peak.

A year earlier, a worldwide IT outage had already caused major crowds and cancellations at Schiphol among other airports. Both cases show how vulnerable an airport is: when a central system fails, the entire chain of check-in, baggage and handling comes under pressure in a short space of time.

Lesson 1: Have a manual fallback ready

An airport runs on systems. If those fail, there must be a proven manual way of working: handling suitcases by hand, checking in with minimal means, deploying extra staff. That is slower, but it keeps the operation running.

Practise that fallback periodically and make sure staff know what to do. A manual procedure that no one knows actually costs time during a real outage rather than saving it.

Lesson 2: Communicate honestly with travellers

Travellers will accept a great deal, but not the feeling of being left in the dark. So be quick and honest.

• Explain what is going on and what it means for the flight and the baggage.
• State whether suitcases will travel with the passenger or be sent on later, and how that works.
• Be clear about waiting times and point people to the current status.
• Make sure the information on the boards, in the app and at the desk is consistent.

Lesson 3: An airport is a chain

An airport only works when many parties cooperate: the airport itself, the ground handlers, the airlines, security and the marechaussee. An outage at one link affects all the others.

So coordinate continuously and work from a shared picture. This prevents airlines and ground handlers from telling their own story and travellers from receiving contradictory information.

Lesson 4: Arrange the follow-up for baggage left behind

When suitcases are left behind, a second operation begins: getting everything to the right place and to the right traveller. That is a logistical challenge that can take days and raises many questions.

Set up that follow-up deliberately, with clear information for travellers about where their suitcase is and when it will arrive. Good follow-up limits reputational damage more than a fast but unclear solution.

Lesson 5: Know your reporting obligations (NIS2 and CER)

Airports are an essential or critical entity. Since 15 August 2026 the Cybersecurity Act (NIS2) has applied for digital resilience and the Critical Entities Resilience Act (CER) for physical and all-hazards resilience. You report a significant or substantially disruptive incident to the competent authority within the applicable deadlines.

During the crisis, record what happened and which reports were made. In addition, bear in mind the agreements with airlines and the rights of passengers regarding delays and baggage.

How CrisisRadar helps

CrisisRadar brings the airport, the ground handlers and the airlines together in a shared crisis picture. You record facts with their source, draw up a clear message for passengers within minutes, coordinate the chain and publish the current status on a page of your own. Reporting-obligation timers keep track of the deadlines.

Would you like to see how a major disruption at an airport unfolds step by step in the platform? Then take a look at the accompanying practical scenario.

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What happens when an airport's baggage system fails?

Suitcases cannot be processed automatically and have to be handled by hand, or are left behind and sent on later. In a short space of time the entire chain of check-in, baggage and handling comes under pressure, resulting in queues and delays.

How do you limit the impact of an IT or baggage outage?

With a proven manual fallback, extra staff, and honest, consistent communication to travellers via the boards, the app and the desk. A shared picture with ground handlers and airlines prevents contradictory information.

What rules apply to an airport during such an outage?

Airports are an essential or critical entity under the Cybersecurity Act (NIS2) and the Critical Entities Resilience Act (CER), with reporting obligations for a significant or substantially disruptive incident. In addition, agreements with airlines and the rights of passengers regarding delays and baggage apply.