Chaos reigned at London’s Heathrow Airport as long delays forced passengers to leave the terminal without their luggage.
Travellers on Sunday described staff shortages, missing baggage and passengers waiting for hours on the airport floor just days before Christmas.
After hours of waiting, people were advised to head home and wait for a courier to bring their bags, or book a hotel and claim the money back later from British Airways, which uses Heathrow as a hub.
The airline apologised to customers for the chaos, which added to frustration for winter holidaymakers after restrictions linked to the spread of the Omicron variant forced some to cancel their plans.
British Airways said the problems were caused by “operational constraints”, which are understood to have included weather disruption and staff sickness. Britain has piled up record numbers of Covid-19 infections in recent days, forcing many people into isolation.
“Our teams are working extremely hard to reunite customers with their baggage as quickly as possible,” a British Airways spokesman said. Heathrow said the baggage problems were a matter for the airline.
One passenger, biomedical science student Jack Lawrence, was locked out of his home for 24 hours and counting after the luggage containing his keys failed to arrive.
He was forced to call off his trip to Zurich, Switzerland, after his flight was cancelled just 10 minutes before it was due to begin boarding.
“It was utter chaos,” Mr Lawrence told The National on Monday. “There were five members of staff on duty at baggage reclaim to deal with hundreds of passengers.
“We were informed BA had run out of hotel rooms in the London area so people would need to find their own accommodations and seek reimbursement at a later date.
“PA announcements were made encouraging people to leave for the night and that their bags would be couriered to them when found. Mine is still missing almost 24 hours later - with no updates on its status.”
Some people waited for hours sitting on their luggage, baggage trolleys or the floor, he said, with a trolley of snacks eventually brought out for those waiting.
Other passengers expressed frustration over a lack of information over the long delays.
Joanne Westeng said she had waited three hours for her elderly mother to arrive from a domestic flight. There was “zero information from BA and complete lack of personnel to ask” in the arrivals area, she said.
Another passenger, Natalia Kaliada, said people had been strongly advised to leave without their baggage.
She said she left the airport after almost three hours of waiting and was told to fill in an online form with British Airways.
Heathrow is the busiest airport in the UK, but passenger numbers slumped during the pandemic.
Airport chief executive John Holland-Kaye said this month that travel would not return to normal until all coronavirus-related checks were scrapped.
COMPANY%20PROFILE
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Developer: From Software (remaster by QLOC)
Publisher: Namco Bandai
Price: Dh199
THE SPECS
Engine: 1.5-litre
Transmission: 6-speed automatic
Power: 110 horsepower
Torque: 147Nm
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On sale: now
The specs
- Engine: 3.9-litre twin-turbo V8
- Power: 640hp
- Torque: 760nm
- On sale: 2026
- Price: Not announced yet
The specs
Engine: 4.0-litre V8 twin-turbocharged and three electric motors
Power: Combined output 920hp
Torque: 730Nm at 4,000-7,000rpm
Transmission: 8-speed dual-clutch automatic
Fuel consumption: 11.2L/100km
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Price: expected to start at Dh1,432,000
Company%20Profile
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Always use only regulated platforms
Stop all transactions and communication on suspicion
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Warn others to prevent further harm
Courtesy: Crystal Intelligence
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Specs
Engine: Electric motor generating 54.2kWh (Cooper SE and Aceman SE), 64.6kW (Countryman All4 SE)
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GAC GS8 Specs
Engine: 2.0-litre 4cyl turbo
Power: 248hp at 5,200rpm
Torque: 400Nm at 1,750-4,000rpm
Transmission: 8-speed auto
Fuel consumption: 9.1L/100km
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Our legal advisor
Ahmad El Sayed is Senior Associate at Charles Russell Speechlys, a law firm headquartered in London with offices in the UK, Europe, the Middle East and Hong Kong.
Experience: Commercial litigator who has assisted clients with overseas judgments before UAE courts. His specialties are cases related to banking, real estate, shareholder disputes, company liquidations and criminal matters as well as employment related litigation.
Education: Sagesse University, Beirut, Lebanon, in 2005.
Blackpink World Tour [Born Pink] In Cinemas
Starring: Rose, Jisoo, Jennie, Lisa
Directors: Min Geun, Oh Yoon-Dong
Rating: 3/5
Why are asylum seekers being housed in hotels?
The number of asylum applications in the UK has reached a new record high, driven by those illegally entering the country in small boats crossing the English Channel.
A total of 111,084 people applied for asylum in the UK in the year to June 2025, the highest number for any 12-month period since current records began in 2001.
Asylum seekers and their families can be housed in temporary accommodation while their claim is assessed.
The Home Office provides the accommodation, meaning asylum seekers cannot choose where they live.
When there is not enough housing, the Home Office can move people to hotels or large sites like former military bases.
UAE currency: the story behind the money in your pockets
RESULTS
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Lexus LX700h specs
Engine: 3.4-litre twin-turbo V6 plus supplementary electric motor
Power: 464hp at 5,200rpm
Torque: 790Nm from 2,000-3,600rpm
Transmission: 10-speed auto
Fuel consumption: 11.7L/100km
On sale: Now
Price: From Dh590,000
