Manchester Airport has said a documentary airing scenes of "chaos" has given an "inaccurate impression" of operations.
It was previously reported that amid complaints of huge queues, delays, cancellations and lost luggage, an undercover reporter got a job as a baggage handler at the airport as part of a Channel 4 Dispatches documentary. Working for Swissport, the reporter described it as "absolutely brutal".
Baggage handlers had described how team numbers of "experienced staff" had been slashed and workers were now undertaking "brutal shifts" which would previously have been covered by two or more people pre-pandemic. Swissport, the baggage-handling company used by many airlines, sacked over half of its 6,000 baggage handling staff during the pandemic.
READ MORE: Mum and son fall asleep on airport floor waiting hours for luggage
But Manchester Airport has hit back after the scenes were aired earlier this week, saying they have "worked hard" to prepare for the summer season, which included the recruitment of staff, the Manchester Evening News reports. In a statement, airport bosses said recovery is "ongoing" and the documentary gave an "inaccurate impression" of the current experiences.
The full statement on August 2 read: "The whole aviation industry has faced challenges in recovering from the pandemic, but we have worked hard since the start of the year to prepare for the peak summer season. For our part, we have recruited more than 600 new staff into our security operation and nearly 300 more are due to start work in the weeks ahead.
"This means we have not had to ask our airlines to cancel large numbers of flights, protecting the holidays of more than three million people who will travel through Manchester Airport this summer. We are confident that, thanks to the progress we have made, the overwhelming majority will have a positive experience.
"As an example, in the last week, more than 95 per cent of passengers got through security in under 30 minutes. While there will be moments when we, or our airlines, ground handlers and other partners, continue to face challenges due to our ongoing recovery, it is our view that Dispatches gave an inaccurate impression of the current state of operations and the experience that passengers will receive in the coming weeks.
"The undercover footage within Swissport’s baggage operation was several weeks old, as were almost all of the case studies and mobile phone videos used. Many of the issues highlighted in the programme related to airports other than Manchester.
"Despite several requests, we were refused a right to reply and not given the opportunity to challenge or factually correct any of the claims made. This prevented us from outlining the improvements made in recent months and risks unnecessarily misleading viewers about what to expect when they travel this summer.
"We apologise to any customers who have faced disruption during our recovery, and want to thank all of our colleagues for their hard work and dedication throughout."
It comes after weeks of "chaos" reported in airports right across the UK. The ECHO previously spoke to a Warrington mum who returned to Manchester airport on Friday, July 29 but said she had a "traumatising" experience.
The mum, who did not wish to be named, described how after waiting hours for their baggage, there were babies crying, parents arguing and children left without vital medication. The mum, like many others, was forced to sleep on the "cold airport floor" with her son during the "horrifying experience", which she says has put them off flying.
READ NEXT:
New £400 energy bills discount for all households and when you'll get it
Furious Brits abroad forced to pay €350 for four drinks
Pub landlady says 'everyone makes mistakes' after stealing £60,000 in benefits
Man 'giggled' after plunging steak knife into neighbour's stomach
Mums blame cost of living crisis for stealing £2,250 worth of toiletries from Boots
