Summary. I flew from Washington-Dulles to Zürich, Switzerland on Sunday, June 11, 2023. My luggage, including my bike needed for a Swiss cycling vacation, contained Apple AirTags My bike never made it. For five days I tried in vain to get someone, anyone, from British Airways to see what I could see – my bike’s exact location at Heathrow. None did. I was unable to ride in Switzerland. I was reunited with my bike on Saturday, June 24:, 2023, in Luxembourg.
On Sunday, June 11, 2023, I flew from Washington-Dulles (IAD) to Zurich (ZRH) through London’s Heathrow Airport (LHR). Although a million-mile flier on American Airlines, this was my first experience flying British Airways.
The check-in at Dulles was quick and efficient. I had two bags to check, one suitcase, and a bike case/bag. They tagged them both as Priority and sent them down the belt. Both bags contained an Apple AirTag. My key tag, normally with my car keys, was in my luggage and my bike has an AirTag inside of the downtube.
When I arrived London, I got through passport control plus additional security and made my way to the British Airways lounge. Finally able to relax I opened the FindMy app and saw that my keys and my bike were both at Heathrow. So far so good.
When I arrived at Zurich I waited for my luggage. My bag seemed to be one of the first bags on the carousel and I grabbed it and waited for my bike. And waited. I went to the Oversize Luggage door but nothing came out. I was avoiding turning on cellular service and paying a high daily fee and instead tried to log onto free Wifi at the airport. One problem is to get free WiFi they will send a code to your phone – which has to be on WiFi or cellular service to receive the code. I turned on my cell service.
I opened the FindMy app and saw the keys (luggage) were with me. I did not see the bike and had to expand the map so I could see Great Britain and there I could see it. My bike was still at Heathrow.
This was to be the first week of a three-week cycling vacation in Europe. While Week Two would be in Luxembourg with my Rooster Racing group, Week One was on my own in Switzerland. I rented a house in the Alps near Wassen for riding in the high Alps.
My first day would be a visit with my friend, Corinne, and her family in Zürich. I had hoped to arrive at her house by 14:00, assemble my bike, and then ride halfway around Lake Zürich in part to slam my body into European time but also to not bother Corinne or her husband as they were both working from home remotely.
I went to the Lost and Found (Luggage) at the baggage claim and approached the woman who would take my claim. I told her my bike did not make it. I showed her my claim ticket and when she asked for a description I showed her a photo of the case. While she offered some excuse about where the bike could be I showed her my live look at the Apple AirTag and told her it was still at Heathrow.
June 12 – 19:06
Surely I was not the first passenger to show her an AppleAir tag being tracked by the FindMy app. Yet she seemed surprised that I knew where my bag was while her system did not. I am not sure if she was a British Airways employee but more likely an airport employee who dealt with missing luggage and forwarded that to the airlines. She offered the usual nothing assurance that most bags come on the next flight or within 24 hours.
Surprisingly I was calm and thought my bike would be on the next flight. I gave my location address in Zürich to the lost and found agent content that my bike would be delivered later in the afternoon.
I checked the British Airways flight schedule and saw that they have five flights per day between Heathrow and Zürich. The next flights would be arriving at 14:30, 17:50, and 22:30. While I would probably miss Tuesday’s ride in Zürich at least I’d have my bike when I headed for the Alps on Wednesday.
At 19:06 on Tuesday, June 12, I checked the FindMy app and saw my bike was still at Heathrow. I had little hope that it would make the 19:45 flight and arrive Zürich on Tuesday. Also, I took to Twitter in the hopes that a human at British Airways would see my plight and get my bike on the next plane. It got no response.
My thoughts shifted from my bike being merely delayed to it actually being lost and I might never see it again. I could not relax. I did not sleep well and at 7:20 am on Wednesday, June 13 I checked the app. The bike hadn’t moved. I knew then it was not on the 6:50 am flight and had little hope it would be on the 9:20 flight.
At 9:00 Corinne offered me her phone to call the local British Airways desk in Zürich. I talked to a very nice but useless man. He was just a guy on a phone in Zürich and not at the facility at Heathrow. He told me that he would “add a note to the file.”
The agent had urged me to check the progress at the British Airways link they gave me for my case. The only thing of value in that link was a location to change where my luggage should be delivered. On Wednesday morning I changed it to Wassen, Switzerland, to the house in the Alps that I had rented for cycling.
I said goodbye to my friends and arrived at Wassen at 16:00. Even before finding my house I checked the status of my bike. It was still at Heathrow.
Twenty-five years ago I worked with a high school foreign exchange program. One student that I placed was 17-year-old Ben from Sissach, Switzerland. Ben and I kept in contact over the years and he was at the center of this bike vacation.
When I couldn’t get a bike reservation online for my train from Basel to Frankfort, Ben went to the desk at the train station in Basel to buy it for me. He arranged his work schedule and took two days off work to join me at the house in the Alps.
On Wednesday I informed Ben not to travel to Wassen. I had no bike and no one at British Airways was responding. Ben canceled his plans.
With a house in the Alps for cycling and no bike I felt captive by the house. I checked on the location throughout the day and no movement. My tweets were ignored or answered by a bot.
Despite paying for a house for three nights, I needed a change where I wouldn’t dwell on missing my bike. I booked a hotel on Lake Lucerne and went on the British Airways site to change the delivery location to Beckenreid.
With no movement by Thursday, Ben invited me to visit him and his family in Sissach. It was close to Basel where I would catch the train and I gladly took him up on it. I went to British Airways and updated the delivery location to Luxembourg which was my next destination upon leaving Switzerland.
On Friday, June 16, I was enjoying breakfast when I told Ben I had to check the status on my FindMy app. I was shocked to see my bike had moved from the south end of the terminal to the north end. It was moving!
My bike finally moved
I also checked email and text and saw that British Airways informed me they “located” my item. Well, I knew the location for five days. Sigh.
I missed all my planned Swiss cycling vacation at the same time worried whether my bike would ever be returned. For four days I tweeted BA, eventually adding American Airlines (because I booked with them) and even included Heathrow Airport. I could not find one person willing to look at the location I had and retrieve the bike.
Maybe American or Heathrow got someone to look. It was within 24 hours after including American and Heathrow on my tweets that the bike was located. When it was located they sent it to Zürich even though I had updated the location information to Luxembourg. Maybe logistically it was easier since BA has two daily flights to Luxembourg, 8:40 and 17:20. But that meant even more handling for my bike.
My first human contact came on Friday, June 23. I was sitting with my team at the Hilton Airport Hotel in Frankfurt when I received notice of a tweet. The sender was Julia Buckley, a CNN reporter based in London. She offered to help me get my bike back by working with the BA Press Office. While the offer was greatly appreciated, the bike was already in transport.
I still believe in people and think there are good people who work at BA. I think they cut a lot of personnel and replaced them with bots or AI. An automated response is designed to look human and often carried a human’s name. It’s quite deceptive really.
I love my AirTag but it was both a blessing and a curse. It was comforting to know the bike was still at the airport the entire time but I was checking on the status 3-4 times a day and was frustrated that it was still there and BA never lifted a hand.
My return flight on July 4 was scheduled on Finnair from Helsinki to Copenhagen; BA from Copenhagen to Heathrow; and BA to Heathrow to Dulles. On July 3 British Airways notified me that my London-Washington flight had been canceled. However, they booked me on Virgin Airlines, two hours later.
I awoke on July 4 to a text from BA that my flight from Copenhagen to London was canceled. They did not rebook me. At the airport in Helsinki, Finnair couldn’t check me in because of the missing connection. I was able to call BA in London and they rebooked me on FinnAir directly to Heathrow at 16:00. Eight hours in the FinnAir lounge was a small trade-off knowing the British Airways would not be touching my bike on my trip home.
No one at British Airways reached out to me about this horrendous experience. In what I believe was my last cycling trip to Europe it was ruined by not having a bike.
