A woman was left with only the clothes on her back and £25 cashback on holiday after her suitcase was lost.
Zena Williams, 49, was flying out to Alicante for a trip to Benidorm when she witnessed first-hand the much reported chaos at Manchester Airport. She said she had heard the nightmare tales, but little did she know that she would become the subject of one herself when she arrived in Spain and her suitcase was nowhere to be seen.
Zena, who was travelling with daughter Charlotte, who was taking part in a dance group event, also missed the transfer into Benidorm from the airport as she tried to find her suitcase with the help of Spanish airport staff. She eventually discovered the suitcase, containing both her belongings and items her daughter needed to dance in, was still at Manchester Airport.
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She was then told by staff that Manchester Airport would send the suitcase on the next possible flight, though two days later there was still no sign. The mum-of-one told the ECHO: " The flight was due to take off at 7pm so it was an early evening flight, but check in was absolutely atrocious.
"It was self check in but it just wasn't registering any suitcases and even one of the members of staff just said "good luck because it's chaos here". We got through security side but the staff just didn't have a clue what they were doing. It was like they'd just been brought in off the street.
"When we got into Alicante I had no suitcase. Alicante airport managed to find out that it'd been left in Manchester and Manchester said they would put it on the next flight out to Alicante. They said that it'd be on the flight on Sunday.
"But by Sunday it was still in Manchester. So I literally only had the clothes I came in. At first I thought that it's okay because surely it'll be on the next flight. Then when it didn't arrive I was thinking 'oh my lord'. The dread hit me, just thinking everything I had was in that suitcase. It was just awful.
She continued: "Afterwards, when we'd been trying to find it the transport into Benidorm from the airport had gone and left us. So we had to then pay a taxi to get into Benidorm and we got told that I won't get any money but that I'd be able to claim £25 cashback for the 24-48 hours without a suitcase. But what can £25 buy? Nothing.
"I felt physically sick. I know it's only a suitcase and lots and lots of things are going on in the world but I just felt like part of me had been ripped away. I'm angry and I'm disgusted at the way the airport is running at the moment I just don't understand why they can't get it right. Okay, we have been through a pandemic but it's beyond belief.
"A friend of mine who was also going on holiday said their suitcase has gone to Gran Canaria, but she was flying out to Portugal. It doesn't make sense does it."
After weeks of disruption at several terminals, Manchester Airport issued a response to the on-going chaos. It said: "We are aware of the challenge being faced by a number of airlines and handling agents, which is leading to delays at check-in and baggage reclaim for some passengers.
"Airlines and their ground handlers are responsible for their own check-in and baggage handling services. Passengers are advised to direct any questions or concerns about these issues, or anything relating to their flight, to their airline, who will be best placed to respond.
"However, this is not the experience we want passengers to have at Manchester Airport and we are sorry to hear customers have faced disruption. We are in contact with the senior management teams of the relevant airlines and ground handlers to understand the cause of these issues, and to support their efforts to resolve them as quickly as possible.
"Our colleagues are on hand in the terminal to provide assistance to customers and we are working hard to ensure security waiting times are as quick as possible. It remains our advice that passengers should arrive three hours before their flight and be as prepared as they can be for their journey through the airport."
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