Lost baggage ruins Christmas

My son arrived via British Airways from Heathrow 9 December.

His suitcase did not.

He was told, along with a number of passengers in the same situation that the baggage was at Heathrow and would be on the next flight.

Since then, they have met every British Airways flight coming to Cayman and no baggage has turned up.

My son has met a number of other British Airways passengers in the same situation; some of them having been here for three weeks.

Most of these people have to take taxis to get to the airport each time they go to meet a flight.

One couple in particular has been without its suitcases for three weeks.

They are here on an extended visit with family and the gentleman is on medication for his heart.

Because they plan on being here for some time, he only brought a certain amount of this medication with him and the rest was packed in his suitcase.

He is having great difficulty finding a substitute for this medication locally.

The British Airways representative in Cayman is not only rude and abusive but totally uninterested in this situation.

She needs to find another job where she doesn’t have to deal with the pubic.

There are at least 15 people on this Island without their baggage, some going into their third week.

When telephoned, she directs us to Cayman Airways stating that they are the baggage handlers and it has nothing to do with her. Cayman Airways is the baggage handler, meaning, they remove the baggage from the aircraft and load it on again. We have had to call British Airways in Jamaica for assistance.

We were given two telephone numbers one of which connected to Cable and Wireless and the other connected to a recording.

We held on for one hour hoping to be put through, and were then promptly disconnected.

We then got hold of someone in the British Airways office in Ft. Lauderdale who is supposed to be in charge of the Caribbean.

Again we were promised that the suitcases would be on the next flight.

We have been assured that the suitcases are not lost, but are at Heathrow. How difficult could it be to put them on a flight, most of which are arriving only partly full, so it is not a question of space.

Why should we have to accept this sort of treatment from British Airways having paid thousands of dollars to use their services?

Most of the people affected, are paying for accommodation on the Island, as well as for a taxi to take them to the Airport three times per week to try to locate their baggage.

This is an appalling situation, which becomes even more frustrating because of the total lack of interest shown by the British Airways representative, and the fact that we cannot even find a telephone number to call where someone will give us any information regarding our luggage.

At this stage we don’t know if it is still at Heathrow, or gone to some other part of the world.

There is absolutely no one who can give us any information whatsoever.

It appears to me that the British Airways service to Cayman isn’t considered important enough to warrant having a professional representative in place who can actually deal with people and offer them assistance.

The responsibility is theirs and instead of passengers enjoying their Christmas holiday, thanks to British Airways, we are all experiencing nothing but discomfort, anxiety, and added expense.

Someone has to be held accountable but unfortunately that does nothing to help us in our present situation.

Yvonne Broderick

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