British Airways Loses Woman’s Luggage in ‘Travel Nightmare’

By ABC News

Aug 11, 2014 5:39pm

By SIOBHAN NOLAN O’DRISCOLL

Nora Low was among thousands of British Airway passengers flying out of London’s Heathrow Airport who discovered when she landed that her luggage was missing thanks to a computer glitch.

“Horrible, for four days, British Airways didn’t ship any luggage,” Low told ABC News’ “20/20.” “So they told me about 40,000 bags had been misplaced.”

Low was flying from a two-week business tip in Amsterdam to her brother’s birthday celebration in Lake Tahoe, California, in June.

“It completely ruined my vacation,” she said. “I had about $4,000 worth of clothing in it.”

“Not only did their customer service stop taking phone calls; their voicemail filled up, and they weren’t allowing you to leave a message.”

With no answers, Low took to Twitter to vent her frustration.

“I just started tweeting,” she said. “That’s when I started to realize that there were other people that were tweeting the same. And we formed a little army and just kept retweeting.”

It wasn’t until after ABC News spotted Low’s tweets and she tweeted at British Airways that ABC News was doing a story about how the airline lost her luggage that the airline finally contacted Low.

“I got a call from British Airways saying they were going to help me with my claim,” Low said.

In a statement to “20/20,” the carrier said, “We are very sorry that Ms. Low’s luggage was misplaced during a time of disruption at Heathrow. The airport teams have been working very hard to locate the luggage, but on the rare occasion we are unable to find a bag … we will make sure a customer is compensated.”

Low recently told ABC News that she received a $1,750 check for her lost items from British Airways and an additional $500 “good will” payment, but the $2,250 is still short of the $4,000 worth of missing items she says were in her bag.

“Travel nightmare; lesson learned the hard way,” Low said. “I’m never going to check a bag ever again.”

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