Turmoil At Terminal 5

With around 15,000 pieces of stranded luggage, thousands of luggage items lost beyond return and hundreds of cancelled and delayed flights, the opening week of Heathrows Terminal 5 could not exactly be deemed a success. Even British Airways chief executive Willie Walsh agreed the opening day was a disaster [Sky News: 07/04/08], but 10 days on, problems were still mounting. The weekends snowfall didnt help matters, causing further cancellations and delays, adding to the chaos which already included cancelled flights due to faults with the baggage systems. The state-of-the-art system [This is London: 07/04/08], which is controlled by 140 computers and designed to process 12,000 bags an hour, had not been tested and unfortunately the inevitable happened.

Other problems that occurred on the opening day include a lack of parking for baggage handlers, a lack of security to let them in (when they had managed to park), a programming error meaning they could not then log in, and inadequate training relating to the baggage system. All of this occurred whilst thousands of hopeful travellers continued to check in unaware that, for a vast percentage of them, it would be the last time they saw their bags.

BA claims they did thorough test runs, yet allegedly there were technological problems right up until the opening day. It seems lack of staff training could also be to blame. [This is London: 07/04/08].

With BA bosses left with concerns over the companys reputation and tumbling share prices [This is London: 07/04/08], thousands of people are left wondering where they stand when it comes to their compensation. Disappointed travellers were left stranded at airports, had to abandon their luggage (some of them forever) and, ultimately, had their holidays ruined. Travel insurance policies should provide cover for airport delays, cancellations and lost luggage, but conditions of cover and payout limits will vary depending on the insurance provider. The relevant policy wording should provide full details of the terms and conditions of claiming. BA are also dealing with compensation on a case by case basis if emergency items had to be purchased due to lost or delayed baggage [Phillips, 2008].

BA are hopeful that they will iron out all the issues over the coming weeks, but with another 70 long-haul destinations set to move there at the end of April, hopeful travellers must be waiting with their fingers crossed.

Flight and baggage information is regularly updated on BAs website and they also have a helpline on hand for any direct queries (0800 727 800).

Resources

Phillips, Liz, 2008. Picking up the bill for T5s trouble. Daily Mail 02/04/08.

Sky News, 2008. Pilots Hit Out At Shambolic BA Bosses. http://news.sky.com/skynews/article/0,,30400-1311978,00
.html?CMP=KNC-UK&HBX_PK=2008_03_27_Heathrow_Terminal_5_Opens&HBX_OU=50 [07/04/08]

This is London.co.uk, 2008. Terminal Disgrace: Poor training and computer failings to blame for T5 chaos as flights
fiasco to last weekend. http://www.thisislondon.co.uk/news/article-23466287-details/Terminal+ disgrace:+Fights+ break+ out+among+queuing+passengers+as+Heathrow+opening+descends+into+chaos/article.do [07/04/08]

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About the Author:
Rob James is the Communications Coordinator for Direct Travel Insurance, providers of http://www.direct-travel.co.uk/">travel insurance.