„It was a comedy. People were ready to riot — there were children crying and hundreds of people that were very testy, sitting on the floor, waiting, and no United people there to tell us what was going on,“ he said. „Our flight was a little over two hours, and it took more than two hours to get our bags.“

Tonini said there were stretches of time as long as 35 minutes that the baggage carousel was empty, yet flights continued to arrive. At other times, there were so many bags on the carousel that they were falling onto the floor, he said.