"We have been told that British Airways contacted the impacted customers to handle the situation and bags are being delivered to customers. In a statement, a CVG spokesperson told WCPO they were aware the incident happened. Because of that, she said there was no quick access to a customer service number in the event of a baggage delay. She said British Airways is not a listed airline on CVG's "Baggage" page. "I went up to the door with my air tag and it said that's exactly the room they were in," she said. She said other airline employees and airport staff did direct her to a storage closet where the bags were likely locked away. If you were trying to be proactive and trying to get to the bottom of this there was just dead end after dead end." "It was very unusual that they didn't, under this extenuating circumstance, send some of their contract staff to the airport Saturday to try and sort this out. "It didn't really seem like they had their sea legs yet with this flight," Smith said. She went to the airport the next day to retrieve her bag, but there was no British Airways staff to help her, she said. She only found out because she checked the location of the AirTag she left inside it. Smith said British Airways never notified her that her bag had arrived. "But that's not what happened."īecause British Airways currently only operates one flight to and from CVG every other day, the bags weren't flown over until last Friday evening, and because of the limited service, the airline doesn't staff any employees in the airport on days there aren't flights. "Ironically, I booked the flight because it was nonstop in the hopes that it would prevent any mishaps with my checked baggage," Smith said. She said the problems only took off from there. Passengers whose luggage was left in London were told to check for their name on a piece of paper once they exited the plane and then scan a QR code to file a claim, Smith said. "It was definitely frustrating," she said. Her checked bag, along with about 80 others, was never loaded on the plane. Smith said when Flight 121 touched down, she and the other passengers were notified of a "baggage incident" at Heathrow. "And things have been a disaster ever since," Smith said. Lisa Smith, who lives in Lexington, was optimistic about her British Airways flight from London's Heathrow Airport to CVG on June 7, she said. A CVG passenger among the first to fly the airport's new nonstop route to London said she made it back from across the pond but her luggage didn't.
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