Sir Max Hastings calls for BA apology after fog fiasco
High profile journalist and author Sir Max Hastings has called for an apology from British Airways after he was one of thousands of passengers whose flights were delayed by fog at Heathrow early last week.
Writing in the Daily Mail, the former Daily Telegraph editor, who revealed he missed a "ruinously expensive" family outing to see The Commitments because his flight from Spain was diverted to Birmingham, said every passenger who suffered on Wednesday deserved an apology.
"Of course it is unrealistic to expect BA or any other airline in these circumstances to pay compensation — in my case, for missing a pricey and eagerly anticipated family outing — but at least they could say sorry," he said.
"Every passenger who suffered on Wednesday deserved an email, offering grovelling apologies. Instead, of course and as usual, there was only a deafening silence.
"BA runs a better ship than most of its rivals save Singapore Airlines or, on a good day, Emirates. But why can’t its management grasp the principle of customer accountability, and ensure that wherever the company operates around the world, somebody is seen to be in charge instead of hiding from passengers behind locked doors?"
Almost 300 flights were cancelled last Wednesday and hundreds more were delayed when fog settled on Heathrow and London City Airport.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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