Heathrow Airport was plunged into chaos after British Airways’ IT system failed last night.
Passengers at the UK’s busiest airport were stranded on planes and faced delays collecting their baggage as a result. Some even had panic attacks.
Customers took to X where they described having flights cancelled, missing connecting flights or the last train home, and loosing their luggage.
A spokesperson for the airline said: ‘We’ve apologised to those customers who were unable to travel with their luggage due to a temporary technical fault that was outside of our control.
‘This issue has been resolved and we’ve brought in additional colleagues to support our teams in getting bags back to our customers as quickly as possible.’
Video from inside Terminal 5 shows long queues forming outside British Airways’ baggage claim area and customer assistance desk,
Jenny M posted: ‘Total chaos at Heathrow terminal 5. No information. IT system down.
‘We waited 1 and a half hours for baggage and are now on our way home without bags.’
British Airways sent a text to affected passengers, saying: ‘We’re sorry to inform you that, due to a technical issue with our baggage allocation system at Heathrow, we can’t guarantee that your bags will have travelled with you on your flight today.’
It also said it had sent passengers emails with further information.
One passenger returning from her wedding and honeymoon waited for two hours at the airport, MailOnline reported.
She said: ‘I am returning from my wedding/honeymoon with my Husband. A less than fabulous end to what is meant to be a trip of a lifetime.
‘BA cancelled our flights home yesterday with 1.5 hours notice. They tried to put us on a six hour flight via Madrid but we refused this.
‘We re-booked onto a flight this evening which was delayed two hours. Now two hours waiting in baggage claim without clear timeline or communication on when things will be resolved.
‘Staff here are trying their best and it’s clearly not their fault.’
Although the problem has now been fixed, Heathrow Airport warned passengers travelling through Terminal 5 they could still be affected.
Flights leaving Heathrow this morning are departing an average of 19 minutes behind schedule, according to tracking website FlightRadar24.
Most flights departing last night were delayed, many by one or two hours, despite Heathrow claiming no other airline was affected.
In a statement on X, it said: ‘Earlier British Airways experienced a technical issue with their Allocation System, this has now been resolved.
‘We advise passengers to check with BA before travelling to the airport as BA passengers in Terminal 5 may still be impacted. No other airline is impacted.’
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