A family were left without medication and other essential items after arriving at Manchester Airport. They were then told they would have to wait up to 10 days to receive their luggage. Joanne Bladen-Kay, her husband Tony and their son Owen had spent an enjoyable two weeks in Portugal before returning to Manchester in the early hours of Saturday.
Joanne says that when they arrived at baggage reclaim, a representative of TUI informed them that their luggage was not available. Joanne said she and other passengers were told that they'd have to submit a form online and the luggage would be sent out within seven to 10 days.
Some of her husband's medications were stored in checked luggage because it exceeded the quantity of liquid permitted within hand luggage. They have managed to secure replacement medication after several phone calls to the doctor, but Joanne says the delay for the return of luggage is 'absolutely ridiculous'.
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The family also had to buy some replacement work shoes for her son Owen, 18, a student who is also employed at a bar. She claims TUI staff blamed the problem on baggage handler Swissport, citing a lack of staff available.
TUI said it is working with baggage handlers to resolve the issue. Swissport admitted staffing 'remains a challenge at some airports' but said its workforce in Manchester are 'working incredibly hard'.
"We were greeted by a gentleman who told TUI passengers to gather around, there was three TUI flights landing at the same time," Joanne said. "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 would not be permitted.
"I'm quite a reasonable person, I don't normally complain," Joanne said. "But in seven to 10 days I could walk (from Manchester Airport to Bolton) in that time."
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."
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