Disgruntled passenger labels Bristol Airport world's worst as many face huge waits
People have been venting their anger on social media
Last updated 16th May 2022
Bosses at Bristol Airport have apologised after dozens of passengers shared angry stories online about having to wait for hours at baggage reclaim.
We have spoken to one woman from Devon called Michaela who says she has been flying out of the airport for 17 years and has never experienced such long waits, while others have called it an "absolute sham", "disgusting" and the world's worst airport.
It comes following repeated reports in recent weeks of similar problems at Manchester Airport.
Michaela, from Newton Abbot, arrived back in the UK from Turkey in the early hours of Sunday (May 15).
"The flight has been delayed coming to Turkey," she said.
"The staff told us that was because of issues at Bristol Airport, so the flight in Antalya arrived already an hour late.
"We were meant to be landing at 11:10pm at night on Saturday (May 14) but we didn't until 12:10am on Sunday."
Michaela said the problems began immediately as it then took half hour for stairs to arrive so everyone could get off the plane, calling it "frustrating".
"We were travelling with a three-year-old so it wasn't fun," she said.
Once off the plane Michaela said the queues at border control were "normal" but that "hell ensued" once they got to baggage reclaim.
"It was varying from people just tired, sitting on the floor, propped up on the walls, kids lying on the floor and people being frustrated and there was just nobody you could ask, she said.
"After we waited a good half an hour I think there was an announcement that a plane that landed before us, that their luggage would be ready in about 25 minutes and then those people were saying that they (had) waited (for) already two hours."
One belt or carousel, Michaela said, had five flights all backed up on it waiting for their bags.
"I've no idea how long those people were waiting there," she told us.
"I know some people actually gave up and left without their luggage, thinking they will claim it from Swissport later on.
"There were people missing their buses.
"We were lucky, we just had (a) car at the airport."
Eventually Michaela and her family made it home at around 4am.
In a statement sent to us Bristol Airport apologised for the "above average queue and baggage delays" experienced.
"We work closely with all business partners and airline handling agents to ensure staffing levels are sufficient to provide a good service to passengers," a spokesperson told us.
"However, aircraft arriving off-schedule and staff shortages can impact on waiting times and service standards.
"We constantly review resourcing across all areas and adapt plans to meet demand and build in resilience where possible."
Going on, the airport also noted "a strong increase in passenger numbers" since the end of coronavirus restrictions, as having an impact.
"There is a huge pent-up demand for travel which has built up over the past two years during the pandemic and we are expecting a busy summer," the statement reads.
“We appreciate the frustration experienced by customers currently and please be reassured our teams are working exceptionally hard to assist customers throughout the airport journey."
The airport adds both it and its partners are "continuing to recruit" new staff.
"We advise all customers to check with the airline when their check-in/ bag drop desk opens and arrive in the terminal to allow sufficient time to complete all the necessary check-in, bag-drop, security, and boarding processes ahead of their flight.”
Staff at the airport declined the chance to be interviewed, while baggage handling company Swissport has also apologised.
"While the aviation industry is still recovering from the pandemic, we are working hard to address these challenges and have already welcomed nearly 2,000 new colleagues across the UK and Ireland," a spokesperson told us.
"We understand how frustrating and inconvenient delays are and we continue to work with our partners to implement contingency measures and improve turnaround times."
Swissport have also blamed "off-schedule flights" and "other knock on impacts".