Heathrow Airport chaos after British Airways IT glitch disrupts baggage system

Many travellers on flights departing from Terminal 5 did not have their checked-in luggage put on the plane, while some of those on arriving flights faced long delays to retrieve their baggage.

Video from the Terminal on Tuesday night showed massive queues of travellers forming across the airport, as passengers struggled to find their luggage.

A British Airways spokesman said: “We’ve apologised to those customers who were unable to travel with their luggage due to a temporary technical fault that was outside of our control.

“This issue has been resolved and we’ve brought in additional colleagues to support our teams in getting bags back to our customers as quickly as possible.”

A Heathrow spokesperson said: “Earlier British Airways experienced a technical issue with their Allocation System, this has now been resolved. Our teams are on site supporting BA with their recovery. 

“We advise passengers to check with BA before travelling to the airport as BA passengers in Terminal 5 may still be impacted. No other airline is impacted.”

Furious passengers took to social media to share their frustration.

“Total chaos at Heathrow terminal 5. No information.  IT system down,” wrote Jenny M on X.

“We waited one and a half hours for baggage and are now on our way home without bags. We have to claim and have them delivered. Information would have been good - no one to say what was happening.”

Another user named Ed wrote: “That mess at Heathrow airport yesterday is up there with one of the worst experiences I’ve had with a company/organisation. British Airways my luggage is now lost, which is needed for my job. So, thanks for that!”

Another wrote: “Flew to Newcastle from Heathrow last night with @British_Airways. No updates or info provided by BA – flight arrived 3 hours late & without baggage. One staff member stood in baggage reclaim with a laminated piece of paper with a QR code to a portal that doesn’t work. Disgraceful.”