Heathrow: Huge queues seen as e-gates crash across UK
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The baggage issue is thought to have lasted for several hours as other passengers faced long queues at the major airport. The chaos comes after Heathrow suffered technical issues with border control earlier this month.
Some passengers travelling from Heathrow said they were told to put essential items in their hand luggage as their bags “may not arrive” at their destination.
A man flying with British Airways tweeted that his luggage had not been delivered to his holiday destination.
Nick Rose tweeted: “Last time left UK February 2020, British Airways failed to deliver my luggage to my destination.
“First time since pandemic on a plane British Airways have again failed to deliver luggage to destination. Again left to my own devices to resolve problem! Shocking customer service!”
Joanna Booth tweeted: “Major baggage issues at Heathrow Terminal 5. I’m told the automated system is sending ‘a certain percent’ of bags the wrong way.
“They seem to be turning it on and off again. Been told to put essentials in hand luggage as bags may not arrive. Happy half term!”
They shared a photo of a text message they had received which said British Airways was “sorry for any uncertainty”.
Simon Mackenzie replied: “Same here, fingers crossed bags get on the flight.”
Luisa Tisdall tweeted: “Just received a text saying our baggage might not travel? Why is this please?”
Maria Cook tweeted: “We’re just about to leave home to catch a flight to Jersey Airport. Any updates please?
“My son has complex needs and his case is full of nappies that we can’t be without and can’t be sourced easily as he’s 12. Help please!”
Other travellers tweeted about ‘excessive’ queues at Heathrow as they tried to get away on holiday.
Sally Allington tweeted: “Some practical customer experience advice for Heathrow Airport, British Airways after chaos this am with baggage belt down and excessive queues.
“In a service recovery situation, it is ok to use the PA system. While this is not the T5 way, customers need clear consistent info.”
A British Airways spokesperson told The Independent: “For a few hours this morning [Saturday], Heathrow Airport’s baggage system experienced an issue causing delays to some customers’ baggage departing on their flight.
“We are doing everything we can to get their luggage to them as quickly as possible.”
A Heathrow spokesperson told The Independent: “A small number of people who departed from Terminal 5 may have travelled without their luggage.
“We are working closely with British Airways to reunite passengers with their luggage as soon as possible.”
Many British families are heading off on holiday this half-term after restrictions on testing were relaxed.
From October 4, double-vaccinated passengers arriving in the UK only need to take a lateral flow test on or before day two after arrival.
Express.co.uk has contacted British Airways and Heathrow Airport asking for comment.
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