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Heathrow passengers wait for lost bags after IT failure | Heathrow passengers wait for lost bags after IT failure |
(35 minutes 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". |
On Tuesday morning, it was unable to confirm how many had not yet 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. |
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." | |
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. | 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." | "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". | 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. | "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 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. |