Holidaymakers have missed their flights and others have been left without their luggage after a fault with the baggage systems at East Midlands Airport saw long queues build at the check-in desks.

Passengers have claimed they were stuck in queues, which stretched "out of the doors", for up to two hours as they tried to check-in.

Bosses at the airport have apologised "unreservedly" for the problems and are encouraging passengers to give themselves extra time to pass through the airport while they deal with the situation.

Kathryn Heath, of Belper, was on her way to Spain with her husband Robert and two young children Juno and Lowen for their first holiday abroad, but when they reached check-in, two hours after they arrived at the airport at 5am, they were told their flight had left without them.

"The whole thing was a nightmare," she said. "We had reached the airport two hours before our flight and we were amazed to see queues stretching out of the door.

Holiday makers reported queues of up to two hours at East Midlands Airport on Saturday.
Holiday makers reported queues of up to two hours at East Midlands Airport on Saturday.

"The kids had been really excited to be going on their first holiday abroad, but they had become tired, hungry and were getting agitated, and just as we got to the desk to check-in, we were told our flight had gone without us.

"We had planned this holiday months ago and now we have been left with nothing.

"We were told we could get a flight out to Spain on Monday, but we didn't want to spend the money and claim it back. Plus it would have cut our time away in half.

"The kids are devastated, they were getting so excited at the prospect of going away. We chose this time of year as we thought it would be quieter, but we just can't believe what has happened.

"I want them to apologise for this mix-up and take responsibility for what has happened."

Kathryn and her family were on their way to Murcia and their flight was planned for 7.05am.

The family claimed that more than 500 people were in the queue.

East Midlands Airport told Derbyshire Live that a fault affected some of the baggage systems at the site and they apologised to the passengers who have been affected.

An East Midlands Airport spokesman said: “On Saturday morning, a fault affected some baggage systems at East Midlands Airport. As a result, some departing passengers were delayed checking in, and some flights unfortunately departed with baggage missing.

“Engineers are working to fully restore service as soon as possible, and the airport is working with airline ground handling teams to ensure that passengers are reunited with their luggage as quickly as is possible.

“We would like to apologise unreservedly to all passengers who have been inconvenienced by this fault today. We would advise departing passengers to allow extra time to pass through the airport while we work to fully restore service.”

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