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BA says: ‘We’re sorry’
British Airways has made a public apology to customers following two days of disruption at Heathrow airport.
A total 31 flights to shorthaul destinations were cancelled on Tuesday and 50 were cancelled on Monday.
Director of customer service, Mike Street said in a statement: “I am extremely sorry that some of our customers have had to endure delays and cancellations and have had their plans so badly disrupted.
“We are working as hard as we can to put right those wrongs and get customers away on their holidays or business trips as quickly as we can.”
BA has blamed the problems on staff shortages and says it is taking on an extra 200 customer service staff who will begin work next month following training. It says staff from elsewhere in the company have been deployed in customer service to cope with the Bank Holiday rush expected this weekend.
This comes just a few weeks after the completion of BA’s Future Size and Shape programme, during which the airline reached its target to reduce headcount by 13,000 in two years. The next plan for BA is to reduce employee costs by £300 million in the next two years.
Report by Ginny McGrath
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