Some passengers at British Airways’ home terminal at London’s Heathrow Airport have been waiting for days to be reunited with their luggage as travel chaos continues on both sides of the Atlantic.
Piles of suitcases have piled up at Terminal 5 as air travel continues to prove difficult following a series of flight delays and cancellations due to staff shortages and high demand.
Thousands of flights were canceled over the July 4 weekend in the United States.
A mountain of luggage kept growing at the terminal. Adam Kent, who landed on Saturday, told Insider: “The staff were nowhere to be found, everyone was quite shocked. The abandoned luggage was not secure and could easily be stolen.”
He added: ‘There was no duty of care to the property of the passengers.
Mark Wayt, who landed at Heathrow on Saturday, told Insider each baggage carousel in Terminal 5 had hundreds of bags lined up around them.
A British Airways passenger had to buy new clothes after learning that her luggage had been lost.
Hannah Royle was still traveling from Heathrow to Bologna on June 26 when the airline emailed to say her bags had not been put on the plane.
A week later, she is still waiting to return: “I had to buy clothes, but as our flight was short haul, British Airways put a limit of €250 ($260) on how much we can claim. “
On Sunday, BA told Royle her bag was lost after she repeatedly tried to reach customer service. “I try to be positive about it, but it’s incredibly annoying because I’m going home tomorrow and have a lot of items in the suitcase that I need for work,” she said.
The university student and part-time carer was traveling to Bologna with a friend and family members for a cruise. She said she spent around €250 ($260) on new clothes and toiletries.
“Luckily my friend and I are similar sizes and we had duplicate toiletries so we could share,” she said.
British Airways said it was working with several courier companies to deliver bags to customers as quickly as possible.
“Bags on the vast majority of our flights are unloaded and returned to our customers as usual,” a spokesperson said. “On the very limited number of occasions when we experience serious operational issues, we apologize to our customers and ask them not to wait for their luggage.”