Families were forced to lie on a "cold floor" as babies "screamed" and couples "argued" after hours long wait for baggage at Manchester Airport.
One mum, who did not wish to be named, said herself, her husband and her son were arriving back to Manchester Airport from Gran Canaria on Friday, July 29. But what should have been a relaxing time away, ended in a "traumatic experience" which has put them off going away again.
The Warrington mum, who did not wish to be named, told the ECHO that despite their plane landing at 1.20am, come 4am they were still waiting for their luggage. She added the scenes at the airport were "horrific".
READ MORE: Desperate Manchester Airport passengers spotted crawling through baggage hatch
She said: "Babies were crying, couples were arguing. People were lying on the floor. It was traumatic. Me and my boy ended up falling asleep on the floor, there was just no communication at all.
"It's not the airline's fault, it's Swissport, there was no organisation. There were two flights when we landed, the other flight had been delayed so they were first to get their luggage but it was 4.30am until we got our cases.
"It was ridiculous. It's neglect on their part. Children weren't getting their medication that was in cases, babies couldn't be put in prams. I'm a frequent flyer but this was traumatising."
Having experienced no issues the previous times they have been away, the mum decided to book a last minute deal this month. But arriving home was "a nightmare" which also led to her son, who has learning difficulties, having a "meltdown".
She added: "All of his comforts were in the case. He couldn't understand why babies were crying and why there was so much noise, it was such an awful experience.
"Parents were kicking off because they then had issues with transport, married couples were arguing, kids were screaming, people were lying on the carousel or on the floor because there was no space, it was just horrendous and there was absolutely no need for it."
The mum's story comes after a reporter got an undercover job as a baggage handler at the airport as part of a Channel 4 Dispatches documentary. Airing on Monday, it delved into the situation passengers are facing.
The reporter, working for Swissport, spoke to colleagues on seeing desperate travellers climb through conveyor belts in an attempt to get airside to locate luggage they'd waited hours for - and soon discovered it to be a regular occurrence. Workers claimed "it happens all the time", while another said: "People come through trying to start fights".
The Warrington mum added: "We've had no problems before but this was neglect. It's put us off flying again, I've asked my son if he wants to go on holiday again but he keeps saying no.
"He couldn't understand and it was all just mentally draining. I feel sorry for the parents with younger children, they had no prams and were forced to sit on the floor. The floor was cold, it was awful.
"We managed to cope but we were absolutely shattered when we got home. Swissport really are giving airlines a bad name."
Swissport, the baggage-handling company used by many airlines, laid off over half of its 6000 baggage handling staff during the pandemic.
A Swissport spokesperson told the ECHO: "We’re very sorry to hear about this passenger’s experience and we are looking into what happened here. Airlines, airports, and aviation services all work together to deliver different elements of a single passenger journey and at busy times, disruption from multiple sources – air traffic control, security queues, airport infrastructure – all combine to create delays. We understand this is a frustrating situation and we’re working closely with our airline and airport partners to reduce delays for passengers."
READ NEXT:
Spain clarifies rule as Brits told they have to spend £85 a day
Furious Brits abroad forced to pay €350 for four drinks
France travel and entry rules as covid regulations change again
Parents can receive £200 per child for their school uniform
Mums blame cost of living crisis for stealing £2,250 worth of toiletries from Boots
