British Airways wouldn’t let a mother pick up her lost luggage without her 7-year-old daughter’s permission

Filed in Business by on July 23, 2022 0 Comments

  • Nicola Campbell-Hare was without her luggage for two weeks on their holiday in Florida.
  • She said Apple AirTag data showed agents had misled her about trying to deliver the luggage.
  • When they tried to collect it, a BA agent told them they would need their daughter’s permission.

A British Airways passenger who was separated from her luggage and medication for the most of her two-week holiday was told she would need her 7-year-old daughter’s permission to collect it.

Nicola Campbell-Hare, from Glasgow, Scotland, flew with her family from London’s Heathrow airport to Orlando, Florida over the Fourth of July weekend. When they arrived, she noticed her AirTag data showed their bag was still at Heathrow.

Campbell-Hare, whose lupus medication was in the luggage, told Insider she spent a couple of days contacting the airline to try to convince them about her AirTag information before it was eventually sent to Orlando on July 6. She was told it would go out for delivery the next day.

“I checked my AirTag location every half hour or so on the 7th and didn’t leave our villa all day so I could make sure we were there for delivery,” Campbell-Hare said.

She phoned BA at least 30 times over the space of two weeks, continuously advising them of the whereabouts of her case from her AirTag information.

“I would speak to an agent in the morning who would advise their notes read that it was being delivered that day and then another agent in the evening who would advise me my case had been delivered, when I could clearly prove it hadn’t been .”

Campbell-Hare said a BA agent had to investigate whether she was lying about an attempted delivery being made, and another suggested she buy replacement lupus medication from a pharmacy, which was impossible without a prescription.

When Campbell-Hare decided it would be better to go to the airport and collect her luggage, she said a BA agent on the phone told her they would need the permission of her 7-year-old daughter to collect it, because it was checked as her bag on the flight.

“When I refused, he hung up on me,” Campbell-Hare said.

Two days before the end of her holiday, at which point Campbell-Hare had been without her lupus medication for seven days, she and her husband eventually went to the Orlando warehouse showing on her AirTag to collect it themselves. She said it was placed alongside hundreds of other pieces of lost luggage.

Campbell-Hare said by the time she got her luggage, she had started to feel very ill, having gone seven days without her medication.

Chaos at airports and amongst airlines has ensued during the summer months as demand for travel shoots up, with staff shortages leading to delays, cancellations, and lost luggage.

A number of passengers have taken to equipping their luggage with Apple AirTags to locate missing luggage faster, but with little success of it speeding up their return.

British Airways did not respond to Insider’s request for comment.

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