✅ Trip Verified
| Yesterday Luton Airport was flooded and closed off in places because of unprecedented rainfall. This led to delays for passengers, something that naturally could not be avoided. My complaint is about the way it was handled. My mother and I arrived at the airport on a Wizz Air flight from Budapest about 8.45pm. Many passengers from other flights arrived around the same time. We were all hearded into a room that was basically a queue of people, rammed together, snaking up and down the room. There was no staff to be heard or seen, no explanation as to why we were waiting. Meanwhile people were over heating because we were rammed in like sardines. I saw three fights between young men nearly break out as their frustrations started to get out of hand. Families with young children and babies struggled to keep them calm. To my amazement, once my position in the queue led us to the edge of the sea of heads, I saw a group of airport staff seated there playing on their mobile phones, seemingly oblivious to the risks to passengers caught up in the centre of this crowd for over two hours. I, along with many other passengers, felt that this situation was not safe. There was no staff checking if passengers needed water, or to keep them updated as to what was happening or the cause for the delay. It was hot and passengers were calling for bottles of water to be passed along to a family, where I believe a child was overheating and feeling faint. Had fights broken out, people could easily have panicked and been hurt. People with disabilities, the elderly and young children were especially at risk. As a British woman I felt ashamed and embarrassed about this welcome to the UK. Sometimes things happen, such as flooding, over which we have no control. What we should be able to do though at all times, is to make the best use of the human resources available and direct them accordingly to ensure that at least some efforts are made to keep people informed and cared for. This was definitely not the case at Luton Airport. We finally managed to leave the airport in the early hours of the morning. It was not until hours of waiting that we finally saw some explanation for the delay. Large apologetic signs, in English, displayed at the baggage collection points, explained about the impact of flooding at the airport. No airport customer service staff to be seen anywhere. Only cleaners, immigration staff and sales assistants for food and duty free. My husband had a similar experience on the other side of the barriers, with people becoming frustrated with the lack of information and customer care. I think it's sad and disappointing that the situation was handled in this way.