(LONDON) — Nora Low was among thousands of British Airways 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 “goodwill” 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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