The Johnsons were shocked to discover they had landed in Gran Canaria, without being told their luggage was still at their home airport
A family holiday got off to a “nightmare” start without clothes and vital medicines after their departing airport was hit by baggage problems.
Jamie Johnson, her two children and mother, were told their luggage would be manually loaded onto their Gran Canaria-bound flight by airport staff On Friday (August 7).
But passengers were left angry when they landed at Las Palmas and learned that dozens of suitcases, including four bags belonging to the Johnsons, had not arrived, reports BirminghamLive.
The Staffordshire mum was then told by EasyJet to register delayed bags individually on their portal and with Menzies.
By the time they had finished, Jamie, 48, her children aged 15 and 20 and 70-year-old mum, missed their bus and faced another one-hour wait for transport.
When arriving at the resort, Jamie said she made multiple calls and spent up to 30 minutes on hold trying to reach EasyJet.
She said: “I had to make a dash to a local supermarket when we got to our accommodation to get basic overnight toiletries such as toothpaste.”
On Saturday, she spent €400 on clothes, toiletries and medication.
She blasted the poor communication at Birmingham Airport and said she would not have boarded her flight if she knew she would be without her belongings, which included vital thyroid medication for her mum.
Ms Johnson said: “We are away for 10 nights, although today is night two, so I feel I’m slowly losing my holiday to this nightmare.
“I am absolutely furious, but also baffled how this can go so wrong.
“Passengers should be given a choice because I 100 per cent would not have boarded that flight if I knew my bags were not with me.
“I simply want to know where my bags are, and furthermore, when we will receive them, and not one person can tell me that.”
It is now Sunday, and Ms Johnson said the tracking app is still displaying “tracing”.
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A spokesperson for Easyjet said: “We’re really sorry that the Johnson family have been without their luggage during the first few days of their holiday.
“Due to a baggage belt failure at Birmingham Airport, their luggage was not loaded onto their flight on August 7.
“We have been working closely with Birmingham Airport’s baggage handling partner to reunite them with their luggage as quickly as possible.
“While this issue was outside of our control, we have contacted the Johnson family to offer support and apologise again for the delay.”
In an update posted at 7.20am on Sunday (August 9), BHX said: “Whilst issues are remaining, the vast majority of baggage is travelling as planned with passengers.
“We are working with our airlines and third parties to reunite luggage with passengers as fast as possible and we are sincerely sorry for the inconvenience and stress this has caused some of our passengers.”
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