Independent airline BermudAir has faced complaints after some passengers on a flight from Toronto arrived on the island without their luggage.

The glitch happened on Sunday afternoon's flight to LF Wade International Airport, which, according to one passenger, was fully booked.

The passenger, who asked not to be named, said that travellers were told to put their luggage in the plane's cargo hold before boarding the aircraft, even if they had only carry-on bags.

He added: "There was a delay in take-off and we sat on the runway for an hour or two, but otherwise the flight was uneventful. Everything seemed fine.

"We got back to Bermuda without a problem. But when we went to collect our luggage from the carousel, only a few cases were there. We checked with airport baggage handlers and they told us that the plane's hold was completely empty.

"I think there was about 25 of us without any luggage, not knowing what to do.

"And that was the main problem — there was no one from BermudAir at the airport to tell us what had happened or what we should do. We felt stranded."

According to the passenger, a company representative did eventually arrive and asked passengers to fill out a form providing all their contact information.

He said that he heard nothing more from the airline until Tuesday evening — more than 48 hours after the flight had landed.

The customer said: "I had a call from someone at about 9.30pm, saying that they were outside my house and had my luggage, so all's well in the end.

"In a way I guess it was just a minor inconvenience. We all got home safely, we all got our luggage back, and no one was hurt.

"But what's frustrating is the lack of communication. Nobody knew what was going on, and nobody at BermudAir was there to assist us.“

Contacted by The Royal Gazette, BermudAir said that, because of weather issues in Toronto and Bermuda last Sunday, some luggage could not be carried on the flight.

The company said: "Practically, there were affected customers who received their luggage on January 7, 2025, via home or hotel delivery.

"BermudAir’s first priority is the safety of its customers and crew. The steps the airline took in ensuring the flight operated within proper parameters were appropriate and required, albeit regrettable for its impact on the affected customers.

"We have apologised to those affected customers and stand behind the tireless work our teams in Toronto and Bermuda have undertaken to reunite customers with luggage at the earliest opportunity.

“Moreover, we have endeavoured to communicate openly and clearly with customers on the status of the luggage.

“This has included text and e-mail notifications upon arrival and the status of luggage arrival and delivery in Bermuda at the airline’s expense. Should there be any customers who have not received such communications, they are encouraged to please contact us directly.

"While this type of incident is unfortunate, it is not reflective of the high standard of service that we endeavour to provide and have on more than 2,000 flights in 2024.

“We look forward to continuing to serve Bermuda as its first island-based airline serving the US and Canada.”

The customer told the Gazette: "I'm a strong believer in 'buy Bermuda', and I've flown BermudAir several times for that reason.

"I think it's great that they provide an alternative to AirCanada and for me, as a senior, their schedule is so much more convenient.

“I have friends from Toronto coming to Bermuda in the summer and have recommended that they try BermudAir.

"It's just a shame that they seem to be trying to run before they can walk.

“When things work, it's great, but when there's the odd problem — which is inevitable with all airlines occasionally, they seem out of their depth. They don't know how to handle bumps in the road.

"I'm going to fly BermudAir again and wish them well. But they really need to improve their customer service."

The incident came after another complaint about the airline’s customer service in recent weeks.

BermudAir had to cancel several flights over the Christmas period because of mechanical failures to one of its fleet of two aircraft.