London

Heathrow passengers wait for lost bags after IT failure

  • 1 July 2014
  • From the section London

Some passengers have still not been reunited with their luggage days after Heathrow's Terminal 5 (T5) was hit by computer problems.

The disruption, affecting departing British Airways (BA) passengers, began on Thursday.

As of Monday, Heathrow said the backlog of bags stuck at T5 remained at "several thousand".

On Tuesday morning, it was unable to confirm how many had not yet been returned.

It said the amount of missing luggage was less than on Monday.

One passenger, Philip Jackson, 28, from Kensal Rise, north-west London, who set off to Botoga via Miami on the 26 June, said: "It's now six days into the holiday and I feel BA customer service has been lacking.

"They are quick to quote company policy, get off the phone as quickly as possible and have washed their hands of us."

"Without our luggage, they've ruined our holiday." he added. "They've given us no tangible time frame. It's a nightmare."

The problems for British Airways passengers began on Thursday

Another passenger, Geraldine Poynton-Kerr, told the BBC she has been without her baggage since travelling to Thailand with BA at the end of last week.

She said: "The way they have treated us has been terrible.

"I have spent six hours on the phone trying to get through but every time I call I either get cut off or put through to a call centre."

Heathrow chief executive John Holland-Kaye said the company was "on top of the situation".

"We are working very hard, doing our best to get our bags back to passengers," he added.

'Very sorry'

A Heathrow spokeswoman said: "We experienced intermittent issues with the T5 baggage system between 26 and 29 June which caused some bags to be processed manually.

"Passengers can now check in bags as normal.

"While passengers are receiving bags all the time, it will take several days to reunite all passengers with their bags.

"We are very sorry for the disruption passengers have experienced and we are working round the clock with airlines to reunite passengers with their bags as quickly as possible."

A BA spokesman earlier said: "We are very sorry that this process is taking longer than anticipated and we fully understand the frustration that this is causing."

T5 had a disastrous opening in March 2008 when thousands of bags went missing and there were long delays and cancellations.

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