Holidaymakers were left without medication and other essential items after arriving back at Manchester Airport to be told their luggage wasn't available to them.
Joanne Bladen-Kay, her husband Tony and their son Owen were among travellers informed by a TUI representative at the airport's baggage reclaim hall that they would not be getting their bags even though they had come back to Manchester with them - and they would have to wait up to 10 days to see them again.
The family had spent an enjoyable two weeks in Portugal before returning to Manchester in the early hours of Saturday. But they were thrown into panic when given the news about the delay because some of Mr Bladen-Kay's medication had been stored in the checked luggage as it exceeded the quantity of liquid permitted within hand luggage.
Although they managed to secure replacement medication after several phone calls to their doctor, Joanne said the delay for the return of luggage was "absolutely ridiculous". The family also had to buy replacement work shoes for Owen, 18, a student who also works in a bar.
"We were greeted by a gentleman who told TUI passengers to gather around, there was three TUI flights landing at the same time," Mrs Bladen-Kay told the Manchester Evening News. "Jet 2 and other flights were collecting their luggage fine, it just seemed to affect TUI. We were told we had to go online and fill out information to identify our luggage, and the baggage would be sent out between the next seven to 10 days.
"They explained that the bags were in Manchester, they just didn't have the staff to get the bags from the plane to the carousel." Joanne said she asked whether they could get the bags themselves, but because they had passed through passport control this was not permitted.
Mrs Bladen-Kay claims TUI staff blamed the problem on baggage handler Swissport. TUI said it was working with baggage handlers to resolve the issue, while Swissport admitted that staffing "remains a challenge at some airports" although its workforce in Manchester are "working incredibly hard".
A spokesperson for TUI said: "We fully understand customers’ frustration travelling on TOM2537 from Madeira to Manchester who have experienced a delay in receiving their luggage due to staffing issues at Manchester Airport. We are working closely with baggage handlers to help resolve the issue as quickly as possible and affected customers will receive their luggage in the coming days."
A spokesperson for Swissport said: "We know that the overall current situation around the shared airport baggage infrastructure at some airports in Europe and around the world have been causing extremely frustrating situations and delays for travellers. We continue to work closely with airports, airlines, and other partners to address these issues, and to put in contingency measures.
"We have been recruiting via established and new formats, involving very elaborate social media campaigns via Meta and Google. Staffing remains a challenge at some airports, due to a shortage of applicants and due to a lengthy process in getting security clearance and badging for new staff.
"Our current teams in Manchester and around the network are working incredibly hard to keep processes running as planned and as smoothly as possible. To reduce all residual risk, we strongly recommend passengers pack into their carry-on bags all essential medicines and other belongings where a delayed baggage delivery would cause immediate issues or personal harm."
