28 March 2008

Terrible T5 opening day as flights are cancelled

Much-heralded Ã&#pound;4.3 billion Heathrow Terminal 5 descended into chaos as more than 30 flights were cancelled as it opened yesterday due to baggage problems.

Some passengers were forced to sleep overnight in the building in the hope of catching flights today.

The situation represents a major embarrassment for British Airways, the sole user of T5, as the airline was forced to apologise to passengers for the disruption.

BA will operate only 80% of flights from the terminal today, with cancellations affecting short haul services. All long haul flights are due to operate.

There were even unconfirmed reports that the first flight out of T5 yesterday left with no hold baggage.

BA had to cancel 34 flights yesterday and passengers had to wait up to four hours to collect their luggage.

The backlog was blamed on a number of factors, including delays at the staff car park and at security and log in problems for baggage handlers reporting for duty.

These caused operational problems throughout the day associated with processing baggage.

BA chief executive Willie Walsh said: "We sincerely apologise to those customers who have suffered disrupted journeys or baggage delays during the first day in Terminal 5.

"We always knew the first day would represent a unique challenge.  A number of early problems grew during the course of the day which led to significant disruption for our customers. I would like to thank our colleagues at BAA who are working alongside us to resolve the issues.

"I am very sorry that the problems have meant that some of our customers did not experience the true potential of this amazing new building.

"Terminal 5 is a magnificent piece of transport infrastructure that will be enjoyed over the coming decades by hundreds of millions of customers. 

"Whatever short-term difficulties there may be, we have no doubt that it will prove to be a facility of which we, and the whole country, will feel proud.ââ¬~

Passengers will be able to check in both hand and hold luggage today, BA said.

Travellers should check on ba.com for up to date flight information or telephone the airline on 0800 727800 for more information. International customers should contact their local BA office, the carrier said.

*What are your experiences of T5? Let us know your views by clicking on the Comments button below.

by Phil Davies

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• Termoil at Terminal 5 Heathrow
  
  

  Well it had to happen. You could see BA heading for another PR Fiasco. Terminal 5 was an accident just waiting to happen. That said don't think it beats the now infamous 'Hoover' flight fiasco that cost Hoover's parent the Maytag Corporation &#pound;48m.The only good news at Terminal 5 seems to be if you loose your car in the car park you can place your registration in a computer & locate the lost car, that's of course if you remember you registration mark, no doubt Willy Walsh at BA will rember his. Come to that Mr Walsh if you need a hand on the PR front feel free to contact me, Hoover of course never did.

  By HARRY CICHY, Monday, March 31, 2008
• Another "head in the clouds" project team?
  
  

  I had the misfortune to have to pass through Oslo Gardermoen airport on the day it opened, about 10 years ago - a fantastic building and facilities which now runs very well - but the corporate project teams forgot to let real people and real staff use it before it opened, so it was an embarrassing disaster. I bet that would never happen again though.....

  By John Thropp, Friday, March 28, 2008
• What did they expect?
  
  

  Wouldn't you think that BA would have had the sense to ease in gently, i.e. only 'run'limited flights to begin with so that teething troubles could be ironed out with the minimum of distress to passengers.

  By judy mortimer, Friday, March 28, 2008
• Shiny on the outside
  
  

  Its all shiny on the outside but nothing works on the inside.No one knows whats happening as all the old management has been removed from BAA and replaced by cheap unskilled labour and blarney giver is running BA

  By Paul Neaves, Friday, March 28, 2008
• business as usual in T1
  
  

  There's lots of focus around the problems at T5 Heathrow. Passengers at Terminal1 unaffected by the chaos because its business as usual at bmi.

  By Joanne Tabberer, Friday, March 28, 2008