A British Airways passenger who forgot her iPad on a plane claims she was charged almost £250 to have her iPad returned to her – despite it being mere metres away from her in the airport.
Janice Gordon landed in London‘s Heathrow Airport on November 13 following a six hour flight from Montreal in Canada, with a seven hour layover, and was preparing for her second flight to Bahrain when she realised she had left her iPad on her seat.
The 67-year-old retired dental receptionist says she pleaded with the British Airways team to retrieve it – but was allegedly informed that it would not be possible as walking back onto the plane would cause a security breach.
Janice, from Ontario, Canada, claims she was metres away from the plane via its boarding bridge. But she says she was told by the flight team it was too late and that the item was already en route to the lost property office.
British Airways told MailOnline when a customer leaves an item on board it is handed to the airport’s lost and found office. At London Heathrow, this is managed by their handling agent Bagport – which looks after terminals and all airlines.
BA said once an item is handed over it is no longer their responsibility and it would not be their team who allegedly charged the customer.
Janice Gordon realised she had left her iPad on a British Airways plane 40 minutes after getting off
Janice says that she attempted to retrieve the iPad when she returned to Heathrow from Bahrain two weeks later, on November 27, but was allegedly told that the lost property office was closed.
She was then allegedly provided a card for the British Airways lost items service, MailmyProperty, and says she had to fork out a $48.93 service fee, $230 for the iPad to be delivered, and a further $125 for income taxes and charges.
All of these fees accumulated to an eye-watering total of $403.93 – or £247.57.
Janice took to social media on Sunday to air her frustration. She wrote: ‘Never lose something on a British Airways plane.
‘I am right in the airport Heathrow and can see my iPad using Find My Device and I have to pay over 300 Canadian [dollars] to have it shipped to me because the lost and found is closed today.’
The post has attracted dozens of likes and comments from users who responded with a mixed reaction to Janice’s misfortune.
Janice says she had to fork out a $48.93 service fee, $230 for the iPad to be delivered, and a further $125 for income taxes and charges. All of these fees accumulated to a total of $403.93 – or £247.57
Chris Bachin said: ‘Today’s lesson is, check you take everything with you before you leave the plane.’
Carol Chandler Van Doren said: ‘My experience with BA is that they are understaffed. Those who do work there are under-trained or have no idea what customer service means.
‘Additionally, it would be nice to see a bit of basic human kindness in response to the one who wrote this post, it costs nothing to be kind.’
Corinne Miles said: ‘Same with all airlines. I don’t believe you can just turn up and demand an item at the lost and found.
‘You have to make an appointment to prove it’s yours. The ‘Find My Device’ often isn’t accepted as proof, as it can be hacked.’
Marty Paz said: ‘Heathrow is a for-profit enterprise. If you had flown Virgin Atlantic or Lufthansa, you would have had the same complaint.’
Janice vented her frustration on Facebook – but the responses she received were mixed
Speaking today, Janice said: ‘We were flying from Montreal, Canada, to London and had a long layover there before flying to Bahrain. I was asleep when we landed in London so I was a bit foggy.
‘I got off the plane and through security, then went to the gate for Bahrain flight. It was then that I realised that my iPad was missing, maybe 40 minutes after getting off the plane.
‘I asked the British Airways lady at the boarding gate if someone could take me back to the plane but she said no due to security and that it would have already been taken to the lost and found office.
British Airways told MailOnline when a customer leaves an item on board it is handed to the airport’s lost and found office (file photo)
‘So, I then asked if someone could take me to the lost and found office but was again, told no because of security. They gave me a card for missingx.com and said I would have to email them.
‘So, I did but had no response for a few days. Finally, they sent me a list of iPads that had been found and I was told to pick mine.
‘I found one that sounded like mine and sent info back. Then, I was told I needed an iPad serial number, which I luckily had on my phone.
‘I’ve mentioned to them different times that I would be flying through again on Sunday 28 November, and had a seven hour layover and that I would like to pick it up then. But of course they weren’t open on Sundays.
‘So, I asked if someone could just get it on Saturday and hold it somewhere that I could find to get it but no, they could not.
‘Finally, I emailed Instafile and paid them £30 but never had any result from them until eventually, they said they had my iPad and would ship to me for $230.’
Mail Online has contacted Bagport and MailmyProperty for comment.