Dear Steven,

Thank you for your email of 01 February which has been forwarded to myself to investigate and action. Please accept my sincerest apologies for the unfortunate situation involving your mother.

After investigating the incident regarding your luggage, I am advised that when you did not arrive at the boarding gate for your flight, your baggage was removed from the aircraft and placed into storage. This is a procedure that is mandated by the National Aviation Security Plan (NASP) and that must be followed by all airlines operating to the UK.

You can contact our airport baggage services office in XXX at telephone number XXXXXXXXX or via email at XXXXXXXXXX to arrange a convenient time to pickup the luggage. Please note that the luggage may be subject to Customs inspection as it had been checked in for an international flight.

As a goodwill gesture, I have commented your booking with a waiver of any applicable change fees that may apply when you wish to rebook your journey. I trust that your mother will make a full recovery soon and that you will be able to complete your trip at a later date.

Yours sincerely,
B747-437B