A British passenger and his wife recorded a video at London's Heathrow Airport, Terminal 5, yesterday (April 4) to document their terrible experience.

The couple landed in London an hour after their scheduled time, roughly 10 pm, from Cairo. They waited an additional 30 minutes on the plane as there was no available gate. Once they finally arrived at the gate, there was no staff.

At the airport, the speakers announced that there was no estimated time of arrival on their luggage and that they should have filled out a form and come back the day after to pick the bags up.

He says: "As our flight was full, passengers even checked in their hand luggage. Some had no keys and others had to carry their children home without their pram. The forms were left on the small British Airwats desk which was completely unattended. Passengers didn't know which form to use and, worse yet, there was not enough for everyone. We were told to use the online form, but we were not given any information on how to find that webpage. My wife eventually found it and helped everyone else, including international passengers who did not speak fluent English".

The man said that most passengers left after an hour, but he noticed that
the flight before his had just delivered its bags so he decided to stay there in hope. Those who couldn't come back the next day, as they lived far away, also stayed.

Eventually, at midnight, two hours after their flight landed, the bags turned up.

"There was no assistance from any staff members. We were left completely on our own with minimal information, which was ultimately wrong as our luggage did turn up, and going home was a mistake", he said.

Our delayed flight from Cairo finally landed an hour after its scheduled time; roughly 10pm on April 14th. We then had to wait an additional 30 minutes on the plane as there was no gate for us. Once we arrived at the gate, there was no staff inside the airport to operate it and allow us departure. This took a further 10 minutes.

Once inside, we found our baggage belt and waited. Eventually the speakers announced that there was no ETA on our bags and that we should fill out a form and come back tomorrow for our luggage As our flight was full, passengers even checked in their hands luggage. Some had no keys, others had to carry their children home without their pram.

The forms were left on the small BA desk, which was completely unattended. Passangers didn't know which form to use and, worse yet, there was not enough for everyone. We were told to use the online form, but we were not given any information on how to find that webpage. My wife eventually found it and helped everyone else, including international passengers who did not speak fluent English.

After an hour most people left, but we noticed the flight before ours has just delivered it's bags so we stayed in hope.

Many more people left, but those who couldn't come back the next day (as they lived far away) stayed. Eventually, at midnight, 2 hours after our flight landed, our bags turned up.

There was no assistance from any staff members. We were left completely on our own with minimal information, which was ultimately wrong as our luggage did turn up and going home was a mistake.