Bristol Airport is set to hold talks with airline handling agents after baggage delays faced by arrival passengers. One holidaymaker who landed earlier this week said she faced a delay of almost two hours waiting for suitcases and her disabled mum was left in "extreme discomfort".
Imogen Martin, who flew back to Bristol from Izmir in Turkey on Tuesday evening (June 21), said: "Literally there were hundreds of people there, over 500 bags backed up apparently. Some people left and have been told they may have to wait up to two weeks to get their bags.
"We were waiting from 4.30pm and didn’t get out until 6.45pm. Other flights had been waiting since 3pm and 3.30pm and didn’t get out until around the same time, as all bags were delayed and then released at once.
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"It was mayhem when they were released because hundreds of people were waiting. Tensions were high and a couple of arguments broke out amongst people due to pushing in, getting in the way.
"My mum is currently extremely ill and was left in extreme discomfort. There was a mother in hysterics as her baby's milk was in their case and she was told to simply wait."
Imogen said both she and her mum, whom she was travelling with, have disabilities. She claims they were "left to carry three suitcases" due to a lack of staff present to help.
She criticised the management at the airport, adding: "A Jet2 staff member had to help but it was too late as I had to lift a 20kg suitcase on my own which has caused an arthritis flare-up - this was similar on the way out where I was just left to handle luggage on my own.
"I have been left in agony and have been suffering with my anxiety due to the stress they have caused me." She described the situation at Belt 5 as "dire" and said passengers from Palma and Kos were also waiting at the same time, with "no explanation" except a brief apology assuring them the bags would arrive shortly.
According to Bristol Airport, an internal investigation will now be carried out. It seems there were also delays faced by passengers arriving last night (Wednesday).
A spokesperson said: "Baggage delays were experienced last night to a limited number of flights arriving into Bristol Airport on the evening of Wednesday 22nd June, with the average waiting time approximately 60 minutes.
"Bristol Airport apologises and appreciates the frustration customers experienced due to the delay in the arrival of their bags. An internal investigation with the airline handling agents will be completed."
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