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Terrible T5 opening day as flights are cancelled
Much-heralded £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.â€
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.
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by Phil Davies
Phil Davies
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