Myrtle Beach International Airport serves the part of South Carolina’s coast known as “The Grand Strand” — a tourism hub the sees more than 15 million visitors per year. With an ever-growing number of travelers arriving at its terminal, the airport handled more than 1 million bags in 2018.
To provide baggage service to its passengers, Myrtle Beach International Airport has several contracts in place with vendors who move bags from the aircraft to the terminal building.
Over time, management had come to doubt the effectiveness of these third-parties, having received complaints from travelers about wait times for bags. The service at baggage claim was especially bad during the busy summer season when nearly half of the airport’s 1.3 million annual deplanements occur.
Seeking a solution for the inconsistent delivery of baggage and longer than normal dwell times for passengers, management needed to create a system of checks and balances for its vendors.