Heathrow Airport is in chaos after an IT allocation error in British Airways’ systems last night left passengers stranded on planes and hours delayed in collecting their luggage.
Britain’s busiest airport revealed that passengers traveling from Terminal 5 ‘may be affected’ by the disruption to BA’s allocation systems, adding that no other airline has been affected.
Video footage from the terminal last night showed huge lines of travelers forming at the airport as passengers struggled to find their luggage.
Footage from inside the transport hub showed huge queues outside BA’s baggage claim area in the terminal, as well as at the customer service desk in the arrivals hall.
And as the trouble dragged on this morning, customers unleashed their anger as they shared horror stories of attempts to calm children having panic attacks and having to wait for hours, with one labeling Britain a ‘third world country’.
Earlier this evening, British Airways sent a text message to affected passengers saying: ‘We regret to inform you that due to a technical issue with our baggage allocation system at Heathrow, we cannot guarantee that your luggage has traveled with you on your flight today.’
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The airline continued, saying it had sent emails to passengers with further information.
Heathrow added that it is supporting the airline with their technical issue. They advise passengers to contact BA before traveling to the airport.
They said passengers at their flagship Terminal 5 could be affected by the errors.
One passenger told MailOnline that she had already waited two hours at Heathrow when she returned from her wedding and honeymoon, but other passengers had been there much longer.
She said their delays continue, with as many as 30 flights with people packing into baggage halls.
The beleaguered bride said: ‘I’m returning from my wedding/honeymoon with my husband. A less than stellar ending to what is meant to be the trip of a lifetime.
‘BA canceled our flights home yesterday with 1.5 hours’ notice. They tried to put us on a six hour flight via Madrid, but we refused.
‘We rebooked a flight tonight that was delayed by two hours. Now waiting two hours in baggage claim with no clear timeline or communication about when things will be resolved. The staff here are trying their best and it’s clearly not their fault.
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‘I have been flying BA for years and have used them as a more ‘premium’ airline to avoid the classic airline style but clearly systematic major problems with their customer support, staffing and IT systems.’
She shared a photo of an empty desk, adding that there was: ‘There is no customer service except for two poor ladies dealing with a lot of angry customers’.
Despite Heathrow’s claims that no other airline has been affected by BA’s IT outage, analysis of FlightRadar data showed that almost all flights departing Heathrow this evening were significantly delayed, with many canceled entirely.
Only 11 of the 174 flights due to leave the airport since 6pm tonight took off on time, data showed.
And while they had to wait, passengers were furious about the delay.
One of them said on Twitter: ‘Mess at Heathrow airport, no luggage arriving. No info, just told to go home. but I need the bag tomorrow for a wedding and you tell me it will take 48 hours per bag!!! NO INFORMATION’
Another social media user called the situation “scandalous.”
Phil Beck added that he had been waiting for his flight for more than four hours.
He said: ‘8pm flight from Aberdeen to LHR tonight. It is now after midnight. I’m waiting for bags at Heathrow that may never come. Third world airline in a third world country.’
And Rob, who is stuck returning from Spain, said: ‘My family are stuck on a plane that landed from Madrid 90 minutes ago. Absolute disgrace.
“My daughter is having a panic attack and the pilot isn’t getting any updates.”
Another passenger begged BA: ‘Can you please have my and hundreds of other passengers’ bags delivered to us in Nice from London Heathrow? Why did absolutely no bags make it onto our flight?’
A Heathrow spokesperson said: ‘We are supporting British Airways with a technical issue with their allocation system.
‘We advise passengers to contact BA before travelling to the airport. BA passengers in Terminal 5 may be affected and are advised to contact BA for assistance.
“No other airlines are affected.”
MailOnline has contacted British Airways for comment.
The serious delays come just a day after a ground vehicle caught fire through a BA space parked at Heathrow’s Terminal 5.