Dissatisfied passengers flock BWIA for left-behind baggage
By Shirwin Campbell
Guyana Chronicle
December 31, 2003
BRITISH West Indian Airways (BWIA) Office in Georgetown was a hub of activity yesterday as staff tried to attend to a steady stream of dissatisfied passengers who had travelled early this month to spend Christmas with their families and arrived minus their luggage.
The Guyana Chronicle visited BWIA's office yesterday and observed staff hard pressed to calm visibly upset and frustrated passengers while trying to ascertain if their luggage had arrived at the Cheddi Jagan International Airport.
An elderly woman who travelled three times from Berbice during the Christmas season hoping to locate her luggage but without success returned yesterday morning accompanied by her daughter and granddaughter.
Another woman who travelled from Miami firmly informed a BWIA attendant that she has no clothes, no suitcase and is due to travel back later that very evening.
In disgust, the woman added, the telephone number she was given to check at the airport was no help since the attendants there refused to answer the phone for most of the time.
She added that after repeated attempts, a young man finally answered the phone but hung up on her during the conversation. She made it abundantly clear that he was very fortunate that she was not aware of his name.
She spoke of the frustration and great inconvenience experienced, stating that Christmas was not enjoyable and quite disappointing with all the gifts and packages for friends and families locked up in her suitcase somewhere.
As the staff tried to render assistance to the customers, a few more walked in with solemn faces, their stories pretty much the same.
An official from BWIA 's Robb Street Office explained that they are doing their best to deal with the situation but was unable to say how many were affected.
Guyana Chronicle learnt that the previous day the same scenario had unfolded with customers trying frantically to secure their luggage.
A Guyanese teacher residing in Barbados who came home for the holidays explained that she travelled on December 21 and was in transit at Trinidad. She added that a flight from Toronto, Canada was also in transit with passengers travelling to Guyana.
The teacher observed that a smaller plane was used to transport them to Guyana from Trinidad and there were no overhead compartments so their hand luggage had to be checked in at Trinidad.
She recalled some Guyanese jokingly informing an attendant in Trinidad, that if they do not get their luggage they will come back to him.
But it was not such a joke when a BWIA employee travelling to Guyana with them was overheard saying that there is no guarantee that the luggage will arrive with them.
When they touched down in Guyana their worst fears were realized with very few being able to locate their luggage. Officials at Guyana informed the passengers that it was left in Trinidad and would be arriving the following day.
But that was not that case, and a number of travellers were forced to spend Christmas wearing family clothing and wondering what had become of their belongings.
She was however among the fortunate ones and was able to uplift her suitcase two days after arriving in Guyana.
She noted that some had packed chicken and ham in their suitcases and she was sure it was spoilt.
The teacher however expressed her gratitude to a female attendant at the airport who was very accommodating and even called her when her luggage arrived.
An official from the airport explained that many facets are responsible for the late arrival of the luggage.
The BWIA official pointed out that one of the main factors was that the plane was over weight and they had to take excess baggage off.
She noted that passengers are not aware of all that it entails, but noted that a Load Sheet Agent ensures that the plane does not exceed its specified weight before lift off.
She added that not only the passengers and luggage but also everything including the cargo has to be weighted in.
"We cannot take overweight and endanger passengers life," she explained, noting that they are aware of the inconvenience caused but the best option is to take the luggage off and send it on another flight.
She added that all the passengers are compensated for the days that they did not get their baggage and reimbursed for transportation expenses.
The official explained that a flight came in yesterday afternoon with suitcases and those who have to travel back shortly will receive their luggage or it will be sent to them.