Complaints of baggage theft, damage and prolonged delays at Hazrat Shahjalal International Airport (HSIA) have prompted the authorities to introduce live monitoring of luggage handling, allowing passengers to watch the process from aircraft unloading to the arrival belt.
The Civil Aviation Authority of Bangladesh (CAAB) has installed 32 CCTV cameras and 18 large 65-inch monitors across eight baggage belt areas at the country’s main airport to improve transparency and accountability in baggage management.
The initiative comes amid longstanding concerns over the loss, theft and damage of passengers’ belongings, particularly those of expatriate Bangladeshis, who have repeatedly faced anxiety and inconvenience when collecting their luggage.
Kawser Mahmud, assistant director of CAAB’s public relations division, confirmed the development, saying modern technology had been introduced to improve baggage management.
Under the new system, passengers on domestic and international routes will be able to follow the movement of their luggage on monitors, from unloading in the aircraft’s cargo hold and transportation on special trolleys to sorting and placement on the baggage belt in the arrivals hall.
The live footage is expected to help passengers identify where delays occur and how their baggage is handled, while making the staff responsible for the process more accountable.
CAAB said the initiative was aimed at bringing airport operations closer to international standards and reducing the uncertainty and hardship passengers face over delayed or mishandled luggage.
The authority expects the system to improve the travel experience for domestic and foreign passengers, including expatriates, by providing greater visibility into baggage operations.
High Court directive prompts investigation
The installation follows a directive issued by the High Court Division on 9 July to address baggage loss, damage, theft and other irregularities at the airport.
In response, the Ministry of Civil Aviation and Tourism formed a high-level, independent investigation committee. An office order was issued by the ministry’s Law-1 branch on 10 August.
The six-member committee examined the problems and recommended measures to improve transparency, security and accountability in baggage handling.
The committee was convened by S M Lablur Rahman, CAAB member (administration).
Its members included CAAB member (security) Air Commodore Asif Iqbal, the chairman of the Airline Operators Committee (AOC) at Hazrat Shahjalal International Airport, the director of customer service and cargo at Biman Bangladesh Airlines, and the director of the Dhaka division of the Directorate of National Consumer Rights Protection.
Among its six recommendations was the introduction of live broadcasts covering the entire baggage-handling process, from aircraft unloading to the arrival belt. The newly installed cameras and monitors are intended to implement this recommendation.
The committee also recommended identifying areas not covered by existing CCTV cameras and installing additional equipment there.
It called for staff involved in baggage handling to keep their body cameras switched on and for recorded footage to be preserved for a specified period.
These measures are intended to improve oversight, help identify irregularities and establish greater accountability among personnel responsible for handling passengers’ belongings.
The introduction of live monitoring marks a technology-based response to persistent complaints about baggage services at the country’s busiest airport.
Its effectiveness will depend on consistent monitoring, proper preservation of footage and action against any misconduct identified.
Passengers will be able to observe the handling process directly, but the broader challenge remains to ensure that luggage is delivered promptly and reaches its owners safely.