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Heathrow passengers wait for lost bags after IT failure Heathrow passengers wait for lost bags after IT failure
(about 3 hours later)
Some passengers have still not been reunited with their luggage days after Heathrow's Terminal 5 (T5) was hit by computer problems.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.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".As of Monday, Heathrow said the backlog of bags stuck at T5 remained at "several thousand".
But on Tuesday morning, it was unable to confirm how many had not been returned. 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.It said the amount of missing luggage was less than on Monday.
'Terrible treatment'
One 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."
BA 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''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.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."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."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.""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 British Airways spokesman said: "We are very sorry that this process is taking longer than anticipated, and we fully understand the frustration that this is causing." 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.T5 had a disastrous opening in March 2008 when thousands of bags went missing and there were long delays and cancellations.