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For those who missed it (or don’t have a subscription) the bit in question came towards the end of the piece
Fuming in Rome, luggage in limbo
“Andrew Copeland and his wife, Kara, both 39, from Portland, Oregon, had a nightmare journey home from Rome last week. A one-day journey turned into a three-day ordeal.
Their BA flight was cancelled on Tuesday, May 27, after a six-hour delay. Without assistance from the airline, they were forced to find hotel accommodation as well as transport.
The next morning they queued for four hours in Rome airport, only to be told they would have to fly to London first. There they were given tickets to Seattle for the next day, then had to rent a car to drive the 3½ hours home.
Copeland said: “BA gave us €10 [£8.70] in vouchers for the airport and we were left to make hotel and transport arrangements on our own. We also could not find our checked luggage when we arrived in Seattle. We were told to talk to the BA staff in Portland but we still do not have it.”
Copeland is currently lodging a claim for compensation.”