Airports In Chaos: What's The Current Situation?

Are the airports still in chaos?

The short answer is yes. The aviation industry is still struggling to cope with the surge in demand for travel, which has resulted in lengthy queues, misplaced bags, and delayed or cancelled flights. The issues are mainly due to a shortage of staff, as well as increased Covid-related sickness and stringent security checks for new recruits. While some experts warn that it could take up to a year for the industry to recover, others predict that the chaos will extend into the summer holiday season.

Staff shortages due to high Covid-related sickness

Airlines have been forced to cancel hundreds of flights due to staff shortages. In April 2022, EasyJet cancelled 357 flights to and from the UK in a single week, while British Airways cancelled 662. EasyJet said the rate of staff absences was around double their normal levels due to coronavirus, and that they expected to make "similar levels of pre-emptive cancellations over the coming days, due to the ongoing high level of sickness".

The situation is similar in other countries. Qantas Airways, the flag carrier of Australia, has asked senior executives to work as baggage handlers at Sydney and Melbourne airports in response to major staff shortages. Qantas has been hit hard by mass labour shortages, stemming from the COVID-19 pandemic. In August 2020, the airline revealed it would be outsourcing its ground handling operations at 10 Australian airports to third-party contractors, leading to the immediate sacking of 1,683 employees. Further sackings followed as international and domestic travel was put on hold, leading to around 2,000 staff losing their jobs.

The high level of sickness absences is not limited to airlines. In November 2024, a shortage of air traffic controllers at Newark Liberty International Airport caused ground delays into early the next day, affecting nearly 200 routes. The FAA warned travellers that it might slow air traffic at times due to staffing shortages, particularly in the Northeast.

The aviation industry is struggling to recover from the pandemic. In 2022, recovery of travel demand exceeded airlines' ability to hire back pilots and ground staff quickly enough, causing several months of widespread delays and cancellations across the United States and Europe.

Delayed security checks for new airline staff

Lundgren emphasised that the issue was not a shortage of crew but rather the need to cancel services due to staff sickness. He noted that the high levels of absence, reaching up to 20%, were challenging for any airline to manage. The CEO expressed his understanding of the DfT's efforts to accelerate the process and remained optimistic about their collaboration.

The delays in security checks for new staff can be attributed to the stringent requirements for airport employees, especially those serving in the Border Force. The hiring and training process for such positions can be lengthy, taking nearly a year to complete. This challenge is further exacerbated by the surge in post-pandemic travel, resulting in a higher volume of passengers and increased pressure on airport operations.

To address the issue of delayed security checks, the DfT is working to expedite the clearance process for new staff members. However, it is important to note that security checks for airport employees, especially those in law enforcement roles, are crucial to maintaining a secure border. The process involves comprehensive training and security clearance to ensure the safety of passengers and staff alike.

While the delays in security checks for new airline staff have contributed to the chaos in airports, it is just one of several factors causing disruptions. Staff shortages, high levels of staff sickness, and the surge in travel demand following the easing of Covid restrictions have collectively resulted in the chaotic state of airports.

Lack of preparation for post-pandemic travel demand

The chaos witnessed at airports in the UK in April 2022 could last for another year, according to experts. Lengthy queues, misplaced bags, and delays have impacted thousands of British holidaymakers' travel plans. The issues are due to a shortage of staff as demand for travel increases following the easing of Covid entry restrictions.

The hiring and training of airport staff take time, especially for positions with Border Force, which are recruited separately by the Home Office. Kully Sandhu, the managing director of Aviation Recruitment Network Limited, which recruits for Heathrow, Gatwick, and Manchester airports, said he had more than 300 live vacancies listed. He predicted that it would take at least 12 months for the industry to fill its vacancies.

The Immigration Services Union (ISU) claimed that Border Force was struggling to attract enough candidates to fill vacancies for the first time in memory. The rigorous security checks required for these roles mean that it will take a while before UK airports are properly staffed and running smoothly again.

The issues were predictable, with industry experts stating that airlines and airports are struggling due to the number of job cuts made during the pandemic. In December 2021, an analysis by the World Travel and Tourism Council warned that one in eight UK travel and tourism jobs would be unfilled in 2022, with 205,000 vacant roles. This staff shortage was expected to have an enormous impact on the UK's economic recovery from the pandemic.

The disruption at UK airports is likely to continue as airlines struggle to cope with the high volume of passengers and ongoing staff shortages. EasyJet and British Airways have both cancelled hundreds of flights, blaming high levels of Covid-related sickness among staff and recruitment delays.

Delayed baggage reclaim

Reporting the Issue:

Firstly, if you cannot find your bags after landing, it is crucial to report the issue to the airline as soon as possible. Most airlines have specific deadlines for reporting delayed baggage, and failing to meet these deadlines may hinder your chances of receiving compensation. For instance, American Airlines requests that passengers report delayed bags within four hours of arriving at their destination for domestic flights and immediately upon arrival for international flights.

Filling Out a Report:

When reporting the issue, you will need to fill out a "Property Irregularity Report" (PIR) at the airport. This form can usually be obtained from customer service in the baggage claims hall. The PIR will require basic information, such as your name, flight details, and baggage information. It is advisable to keep a copy of this report for your records, as it will be necessary when filing a claim.

Communicating with the Airline:

After filing the initial report, maintain open communication with the airline. Provide them with any additional information they may need and regularly follow up on the status of your delayed baggage. Some airlines may offer applications or websites that allow you to track the location of your baggage. Take advantage of these tools to stay updated.

Claiming Compensation:

Airlines are required to compensate passengers for reasonable and verifiable incidental expenses incurred while their bags are delayed. This includes essential items you may need to purchase immediately, such as toiletries and underwear. Keep all receipts for these purchases, as they will be necessary when submitting a claim. Additionally, if you have to collect the delayed luggage yourself, you may be able to request reimbursement for transport costs.

Deadlines for Claiming:

Keep in mind that there are deadlines for submitting compensation claims. Most airlines allow 21 days from the flight date for claiming delayed luggage. If you do not receive your luggage within this timeframe, you can then claim for lost luggage. However, it is always best to check with the specific airline, as deadlines may vary.

Documentation for Claims:

When submitting a claim, you will need to provide various documents to support your case. These typically include luggage labels, proof of reporting the issue (such as the PIR form or emails from the airline), receipts for essential purchases, proof of purchase for lost or damaged items, and photos of any damage to your luggage or contents.

Alternative Dispute Resolution:

If you encounter difficulties with your claim or are unsatisfied with the airline's response, you can seek assistance from alternative dispute resolution (ADR) schemes. The Civil Aviation Authority (CAA) can take up your complaint with the airline if they are not a member of an approved ADR scheme.

While delayed baggage reclaim can be a frustrating experience, knowing your rights and following the necessary steps can help ensure a timely resolution. Remember to stay organized, keep good records, and communicate regularly with the airline to increase the chances of a positive outcome.

Delayed passport control

The transition to the new system has been pushed back, and the European Commission is now considering a phased approach. The previous system involved stamping passports, which has now been replaced by biometric data collection. This change may contribute to delays as travellers, including US military personnel, adjust to the new requirements.

The chaos in UK airports, including lengthy queues and delays, has been attributed to staff shortages as demand for travel increases following the easing of Covid entry restrictions. This has resulted in cancelled flights and long wait times at security, baggage reclaim, check-in, and passport control. The issues are exacerbated by the time-consuming process of hiring and training airport staff, especially for positions with Border Force.

The Immigration Services Union (ISU) highlighted that it is challenging to attract enough candidates to fill vacancies in the Border Force. The rigorous training requirements for these roles, which can take up to a year, further complicate the staffing situation. As a result, passengers travelling from Heathrow, Manchester, and Birmingham airports have experienced significant disruption due to flight cancellations and long queues.

To mitigate the impact of staff shortages, some airlines have proactively cancelled flights to provide advance notice to customers. EasyJet and British Airways, for example, have cancelled hundreds of flights during the Easter holidays due to staff sickness and recruitment delays. The high levels of staff absence due to Covid-related illnesses have contributed to the ongoing chaos in airports, and it is challenging to predict when the situation will improve.

In summary, delayed passport control, coupled with staff shortages and the transition to new electronic systems, has significantly contributed to the ongoing chaos in airports. The implementation of the EU's Entry/Exit system and staff shortages, particularly in Border Force roles, have resulted in long queues and delays for travellers. Airlines have also been impacted, leading to flight cancellations and disruptions for passengers.

Frequently asked questions