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Terminal 5 baggage issue 26-29 June

01 July, 2014

Categories:
Airport (general)

We experienced intermittent issues with the Terminal 5 baggage system between 26 and 29 June which caused some bags to be processed manually.

Passengers can still check-in bags as normal.

Manual processing led to some bags not making flights in time. We are very sorry for the disruption passengers have experienced. We have been working round the clock with airlines to reunite passengers with their bags as quickly as possible and most of the remaining items will leave Heathrow by the end of today. While passengers are receiving bags all the time it will take several days to reunite all passengers with their bags.

Can I still check-in my bags?

Yes, passengers can still check-in bags. As always, you may wish to carry essential items in hand baggage where possible.

What can I bring through in my hand luggage?

The restrictions for hand luggage remain unchanged. Please see our website for further information (http://www.heathrowairport.com/heathrow-airport-guide/heathrow-security/hand-baggage)

Can I take more than one piece of hand luggage?

The restrictions regarding hand luggage are at the discretion of your airline. Please visit ba.com for further info (http://www.britishairways.com/en-gb/information/baggage-essentials/hand-baggage-allowances)

If my bag hasn’t made my flight, how long will it take to get it back?

We have been working round the clock with airlines to reunite passengers with their bags as quickly as possible and most of the remaining items will leave Heathrow by the end of today. While passengers are receiving bags all the time it will take several days to reunite all passengers with their bags. We are very sorry for the disruption caused.

Is it just T5 that was affected?

Yes, the baggage systems at other terminals were unaffected.

Who will pay for things I might need to buy if my bag doesn’t make the flight with me?

British Airways will help cover essential items. Please see ba.com for more details (http://www.britishairways.com/en-gb/information/baggage-essentials/lost-and-damaged-baggage)

Is the problem affecting transfer passengers?

Transfers are also operating normally, but some passengers transferring to and from Terminal 5 were affected by the earlier problems.

What is the nature of the problem?

The Terminal 5 baggage system experienced intermittent IT issues between 26-29 June. As a result some bags were processed manually which resulted in a backlog. We have been working round the clock with airlines to reunite passengers with their bags as quickly as possible and most of the remaining items will leave Heathrow by the end of today. While passengers are receiving bags all the time it will take several days to reunite all passengers with their bags.

Has this led to flight delays?

No, flights are operating normally.

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