Trips cancelled and bags missing in airport chaos
TRAVEL giant TUI has pleaded for patience from Birmingham Airport passengers forced to travel home without their luggage amid ongoing half term travel chaos.
One passenger who flew in from Zante this week said they waited three hours for their bags and were then told to leave without them.
Images emerged of fed-up arrivals sitting on empty carousels as they waited for their belongings.
Passenger Jordan Moss tweeted: “On a flight last night from Zante to BHX. Waited for three hours for our bags, then told to go home without.
“Still no communication or info. Joke. Where are our bags?”
A TUI spokeswoman said: “We’re aware some customers have been impacted by baggage delays at Birmingham Airport.
“We’d like to thank customers for their patience and understanding at this exceptionally busy time.
“We’re working closely with airport staff, baggage handlers and our teams in resort to ensure customers receive their luggage as soon as possible. We’ll be in direct contact with customers once we have more information to share.”
A family also saw their first holiday together in three years cancelled at the last minute by TUI.
Michele Peace, husband Andy and son Kasen were desperate for a getaway to Reus, in Spain.
But when they arrived at Birmingham
Airport last Friday (May 27) it was the beginning of their 20-hour nightmare.
They and other passengers were told their 7.50am flight was delayed until 6.20pm. It meant that the Great Barr family, despite arriving three hours before departure, would have to stay at a city centre hotel to wait out the delay.
Mrs Peace said: “It was total chaos. There was no communication from our airline TUI. And to make matters worse, everyone was informed that the 6.20pm would be a diverted trip via Mahon, then Madrid, before a six-hour transfer to Reus. It was a nightmare.
“Several other flights were also cancelled on the day. Children around us were left in tears.”
When the family returned to the airport at 4pm, they were pleased to get through security in a reasonable time. But disaster struck when their flight was delayed again.
“We were having a nice drink, thinking we’ve made it,” added Mrs Peace. “If you read the media, you’d think everything was going to be okay as long as you pass through security. But I want to warn others, that isn’t always the case.
“I said to my son and husband, let’s go and look at the gate, as the departure screen just said it was ‘being prepared’.
“Loads of passengers were already there – but no staff to greet us, or anything. Eventually, the pilot got off the plane and told us all that there were no baggage handlers, and we were facing further delays.
“It was awful. No communication from TUI, or anyone else.”
At around midnight, the distraught family found out that their flight was cancelled entirely. They collected their bags from the arrivals area, despite having not flown, and made their way home.
Mrs Peace said: “It was heartbreaking. My husband works in engineering and can only take off block holidays. He only had five days available to take; now four.”
“TUI are appalling and need to be called out. No senior management came to speak to throughout, it was just left to junior staff.”
Mrs Peace said the family has been offered £350 compensation, but that it means “nothing” when they can’t go on their first holiday since the pandemic.
It was awful. TUI are appalling and need to be called out. No senior management came to speak to throughout Michele Peace