+ Heathrow and lost property - a precautionary tale

Ever lost something at Heathrow – or forgot something on an incoming aircraft?

Your Editor-in-Chief recently flew into Heathrow T5 after a four-hour British Airways flight sustained by two biscuits and a bottle of water. Poor sandwiches by Tom Kerridge were available at a price.

This is his tale.

“The ‘plane parked on what is known as a coaching stand and after a six-minute grand tour of the airport I eventually arrived at the main building.  

Just after getting on the bus yours truly realised that a laptop computer had been left on board.  After questioning the driver and terminal staff I was directed to the BA service desk who tried to communicate with the cabin staff but by that time it was too late.  A standard note was offered suggesting contacting a company called Smart Carte UK Ltd.

A phone call to them cost a massive 7p per minute with the inevitable “we are very busy” the euphonism for “we have not enough staff”.  I quicky rang off.  Two emails to info@smartecarte.co.uk were unanswered.

Enquiries showed that British Airways cabin cleaning is now handled by Menzies.  

The next day I completed a Heathrow lost property form found via my iPhone Apple Store App.  Only one laptop was shown and not mine.  I then tried the same site via my desktop and this time what could be mine came up.  I confirmed details of ownership and a positive response received.  A trip to Heathrow Lost Property ensued, it located in the depths of T3, within TfL ticket area.  There is a special arrangement to gain entry and find the not very well signposted office.  My ID satisfied the helpful staff and the maximum £25 fee paid, my old machine worth a nominal amount, the lady in front of me stating that hers was £2,500.

Menzies did a great job, their staff finding the laptop and passing it onward.  BA OK. Smartcarte less than efficient and expensive.

At the end of the day the return of lost property comes under Heathrow’s auspices and good name.  They need to take a look at the way it is dealt with.

If you have lost something on a Heathrow aircraft, or in one of the terminals, have patience.  It takes time (four days before located) but the system works.

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READERS' COMMENT

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Joan Withers, Chelsea

It is good to know that I am not the only person to leave a valuable item on board an aircraft at Heathrow. Mine was also a coaching stand T5. You have more hope at a normal airbridge and can chase back.