Woman’s dream £8,000 break is ruined after BA sends her baggage to wrong airport

A woman’s £8,000 dream holiday to celebrate her 60th birthday was ruined after British Airways lost her luggage.

Susan Dempster and her friend Hilda McDougall, both from Glasgow, landed at Gatwick Airport and were informed by BA staff that their connecting flight to Glasgow had been cancelled.

The friends were offered an alternative flight from London City to Edinburgh and told their luggage would be flown to Glasgow, their final destination.

But after arriving in Edinburgh, staff told the couple their bags could not be located, and two weeks later, the luggage is still missing.

Susan Dempster (left) and her friend Hilda McDougall (right), from Glasgow, were told their luggage could not be traced after their flight from London City to Edinburgh.

Ms Dempster has made countless phone calls to BA and has received an email from customer service stating that her inquiry will be dealt with within 35 days.

When Ms Dempster told a phone operator that trackers on the bags showed they were still at the airport, he suggested she travel 326 miles from her home to pick them up.

Desperate, Mrs Dempster said: ‘All I want is for my luggage to be home for Christmas.

I would have sent a letter to Santa, but it wouldn’t have arrived in time because the post office is on strike!

I do not really know what to do. I tried to fill in the lost baggage form online but it will only accept my flight details from London City.

“We were told to fill out the lost baggage form when we arrived in Edinburgh, but now we’re told we should have done it at Gatwick.”

It’s a complete disaster. British Airways customer service is abysmal and my stress levels are through the roof.

‘The stress is making me sick and I can’t sleep.’

Ms Dempster and Ms McDougall flew from Changi to Gatwick Airport on December 12 after a three-week New Zealand cruise holiday and then visited Australia and Singapore.

But his connecting flight from Heathrow to Glasgow was canceled due to snow.

Susan said: ‘We had a wonderful time, but this has completely ruined it.

‘This was for my 60th birthday and was meant to be a holiday of a lifetime list.

‘We are executive members of the club and have flown BA many times.

We just want our luggage back. It’s not too much to ask, but we’re not getting anywhere fast.

Ms. Dempster emailed the company’s CEO, but she has yet to be reunited with her luggage.

He added: “We could see from the trackers that the cases were still at the airport, but the staff there said they couldn’t find them.” We just don’t know what to do.

Since then, the bags have been moved to Polar Park, just outside the airport.

“I’ve called every office and business in the park, but no one has our cases,” Ms. Dempster said.

I don’t know why they have been moved there. It could be where the lost goods are stored or they could be stored there before being sold. Who knows?

It’s all very disturbing.

A British Airways spokesman said: “We are doing everything we can to reunite our customers with their delayed baggage as soon as possible.” We apologize for the delay and inconvenience caused.’