Passengers were left waiting hours for their baggage at Bristol Airport earlier this week. Hundreds of people waiting for their luggage after a TUI flight from Antalya to Bristol on Sunday (August 21) were left with 'no communication' for hours before their bags arrived.
Bristol Airport confirmed on Twitter that it was investigating the issue with TUI's Ground Handling agent, Swissport, after the passengers were stuck without their bags on the Sunday evening flight. In a tweet to a disgruntled customer, Bristol Airport encouraged travellers to 'complain to their airline directly about the service experienced [as] the airline holds the contract with Swissport to provide Ground Services at Bristol.'
Many travellers took to Twitter to complain about their experience of waiting over two hours for their bags to arrive. Around 200-300 people were left waiting at the Airport.
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One passenger, Rachael Healy, said on Twitter: "Antalya to Bristol flight landed nearly two hours ago and apparently our luggage is still sat on the plane as all the staff have gone home. There are about 300 people getting very frustrated as we're getting no communication."
Another passenger Deborah Joseph-Pietras said: "Shocking service from Swissport at Bristol Airport this afternoon two hours to get an update on our baggage. No information whatsoever and no staff to speak to. No answer on phone number provided.
"Finally got them after two and a half hours." Another passenger, Ali Day, tweeted: "Landed at Bristol Airport almost two hours ago and watched flights arrive after us and get their baggage before ours."
Another passenger, Gareth, tweeted: "Truly abysmal service from Bristol Airport again. 90 mins and counting for any luggage to appear as “no luggage handlers. Slow claps all round."
Bristol Airport confirmed in its responses to disgruntled customers, the 'Ground Handling agent' for TUI is Swissport, and the firm is responsible for the baggage handling.
Bristol Live contacted Swissport for comment. A Swissport spokesperson said: "We apologise to those passengers who've experienced delays to the return of their baggage at Bristol Airport.
"This was due to a technical issue with the plane which created a knock-on delay to the offloading process. We understand the wait was frustrating and worked with our airline partner to quickly resolve the issue and offload the bags."
A spokesperson for TUI also said, "We fully understand customers travelling on TOM829 from Antalya to Bristol feeling frustrated having to wait for their baggage on Sunday. Unfortunately, flight delays caused knock on operational issues resulting in a delay getting bags offloaded.
"We’d like to thank customers for their patience and understanding."
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