Morning:
8°c
A rioter who terrorised diners with an axe at McDonald's has been jailed for five years and three months - one of the toughest sentences for last summer's disturbances
More...
Terminal disgrace: Poor training and computer failings to blame for T5 chaos as flights fiasco to last into the weekend
Last updated at 00:37am on 29.03.08British Airways admitted that the Terminal 5 chaos is set to last into the weekend as the airline put its hands up to a string of blunders.
The carrier is facing a wave of anger from holiday and business passengers who claim the shambolic launch of the £4.3billion facility is 'a national humiliation'.
Some said they were "ashamed to be British" after fights broke out among passengers as BA announced it was cutting a fifth of its flights.
Major blunders so far include:
• A lack of car parking space for baggage handlers arriving for the morning shift yesterday. Many were still driving round the airport looking for somewhere to park as the first passengers were checking in their bags
• A shortage of BAA security staff to let baggage handlers into the terminal
• A programming "human error" that meant staff could not log into the baggage handling computer when they finally got into the terminal building
• Inadequate training that meant baggage handlers did not know where they were supposed to go to take suitcases off the belts and out to the gates
• A breakdown this morning of the transit system that is supposed to move passengers from the main T5 building to the satellite Terminal 5B
Scroll down for more ...
Boiling point: One irate passenger vents her fury at a member of the terminal's staff. Many claimed little or no information was made readily available
As the chaos spilled over into a second day, BA's chief executive Willie Walsh admitted that it was 'not our finest hour' and said further cancellations were 'inevitable'.
But although he acknowledged 'the buck stops with me', Mr Walsh refused to resign over the shambles.
Asked if he was considering his own position, he said: 'No, I am not. I am going to make this work.
'Buck stops here': BA's Chief Executive Willie Walsh said the crisis was 'not our finest hour'
He spoke as it emerged a catalogue of basic errors caused the meltdown at the terminal.
Baggage handlers arriving at the airport for work in the morning found there was only limited parking.
Many were still driving around desperately looking for a space as the first passengers began checking in their luggage.
Arriving late for security screening, handlers then discovered a programming 'human error' meant they were unable to log on to the sophisticated computer-operated system.
One insider said bags were only able to be taken from the first incoming flight from Hong Kong because managers mucked in and helped drag them from the plane.
Inadequate training also meant handlers did not know where they were going to take suitcases off the conveyer belts and into the gates.
Mr Walsh said the failures are so serious that the planned transfer of more flights from Terminal 4 to Terminal 5 is now in doubt. Only two weeks ago, airport owner BAA had boasted the 'world class system' would 'work perfectly on day one'.
'We are still working on the basis that it will go ahead but we have to look and satisfy ourselves that the problems we have got have been resolved,' he added.
Angry scenes: A man argues with information staff. Only two out of 26 customer desks were open this morning, despite hundreds of passengers waiting desperately for news
In the City, BA shares were marked down 3 per cent or 8.5p to 238,75p, wiping £90million off the carrier's value.
One senior industry figure said: 'Of course baggage was part of it but the main issue was that both sets of management at BA and BAA have been incredibly complacent about Terminal 5.
'You have got to pour your heart and soul into a project like this and they haven't.'
Last night, hundreds of passengers were forced to sleep at the terminal after waiting for their luggage for up to six hours.
By 4am queues of hundreds had formed, with airport officials handing out boxes of blankets, sleeping bags and bottled water.
Tempers boiled over and some passengers were close to tears when they were told 75 flights had been cancelled today - some for the second time in 24 hours.
By noon, the situation had become so bad that the union representing BA staff was forced to issue a statement asking angry passengers not to abuse or attack staff.
Scroll down for more ...
The long wait: A passenger tries to catch some sleep after being forced to bed down at Heathrow last night. Many have woken up to yet more delays and cancellations this morning
Shambolic: Passengers were given biscuits and bottles of water as hundreds queued for information regarding their flights. By mid-morning, 75 had been cancelled
Paul Kenny, general secretary of the GMB, said: 'We are asking the travelling public using T5 not to take out their frustrations on the GMB members who operate the check-in desks and other frontline positions.
'These staff did not come to work to be abused. It will not help for passengers to abuse them and will add to their demoralisation and lead to further problems.'
The fiasco is rapidly turning into a national humiliation, with passengers asking how Britain can hope to stage the Olympics if it cannot get Terminal 5 to work.
One member of Heathrow's staff, who did not wish to be named, said: 'We knew it wasn't going to work. The computers are too quick for people - you still have to have a human at the other end unloading the bags.'
Tory leader David Cameron claimed the 'humiliating' events could also hamper the case for further expansion at the airport.
Addressing an audience of City leaders Mr Cameron said: 'The scenes yesterday were completely dreadful. You feel for anyone there.
'There were people who were on their way to the airport expecting Terminal 5 to be this great experience, who were texted to say their flights were cancelled before they even arrived.
'It was humiliating to see that happening.'
Scroll down for more ...
Failures: Arguments broke out between passengers, many of whom began queuing as early as 4am, as BA announced it had cancelled a fifth of its flights
David Frost, director general of the British Chambers of Commerce, also claimed the problems cast doubt on Britain's ability to handle major construction projects and deliver them on time and in one piece.
'The shambles we have seen at Heathrow's new Terminal 5 comes as little surprise' he added. 'It is yet another depressing chapter for the UK's crumbling transport system and sends a depressing message to businesses around the world.
'This is a PR disaster at a time when London and the UK are positioning themselves as global players. We can only hope that this will provide a wake-up call as we gear ourselves up to host the Olympics in 2012.'
Bride to be: Leigh Wallace was forced to stuff her wedding dress into her hand luggage
She was forced to stuff her wedding dress into her hand luggage and beg a taxi driver to take the remainder of her belongings back to her flat in Kingston before boarding her flight.
She said: 'It was terrible, we had no help and no one seemed to know what was going on. Everyone was left to their own devices, things were really chaotic.
'I had to beg a driver to take my things back to Kingston. I don't know if there was anyone there to take them, perhaps they were dumped on my doorstep, who knows?'
Robert and Priscilla Greene, both 75, from New Mexico, spent the night sleeping in the arrivals lounge after their bags were lost on a flight from Edinburgh.
Mr Greene said: 'Other elderly couples slept here too. There is nobody to help us and nobody seems to know what is going on.
'We spent six hours waiting for our bags until 1.30am. We still haven't found them but it was too late to go to a hotel because we had to be back at the airport for 5am.
'We slept on hard plastic chairs, which was like sleeping on concrete. All they gave us was a bottle of water and biscuit.'
Scroll down for more ...
Nothing to declare: One glum traveller waits for information at a BA check-in desk. Many passengers were close to tears as they were told waits of up to four hours were possible
Fiasco: Up to 14,000 passengers are likely to be affected. Many have questioned how Britain could stage the Olympics if it cannot get Terminal 5 to work
American businessman Jeff Whitney was left waiting for ten hours trying to get to Romania. After being told he could not take his suitcase on board, he was forced to leave it in a nearby hotel.
He said: 'This was one of the worst days in history. I have been flying for 35 years, mostly with BA. I thought it was once the best airline in the world - yesterday was nothing like BA.
'It took me ten hours to get my bags from a connecting flight, then they asked me if I wanted to leave my baggage and get on a flight without it.
'I didn't think I could trust them with it somehow.'
The cancellations stopped Liberal Democrat MP Alistair Carmichael returning to his Orkney and Shetland constituency.
"It's a national disgrace and a national humiliation," he said.
"Where is the leadership? There is a ferocious amount of buck-passing going on between British Airways and BAA. No one is prepared to take responsibility."
In a statement last night BA said: "British Airways apologises to customers for the problems during Terminal Five's first day of operations following one of the most complex and largest airport moves in history."
But passengers refused to accept the carrier's apology. Joanne Dick, 45, from Glasgow, said: 'I am absolutely raging. I will never fly BA again
'We had to find our own hotels last night and the only reason I am getting any information is because my family are looking at the internet at home and phoning me.
'Yesterday I had to dump £160 of cosmetics because they told me I could only take hand luggage and then they cancelled the flight anyway.'
Paul Trowbridge, 40, a managing director from Yateley, Hampshire, said: 'I am embarrassed as hell to be a British citizin.
'Most of the people in these queues are not British citizins so what must they think about we run things like the Olympics?'
World weary: BA has said it is working around the clock to fix the problems, but admitted there may be further cancellations tomorrow
Heathrow hell: Stranded passengers face long delays as Heathrow bosses struggle to overcome what they call the terminal's 'teething troubles'
Reader views (49)
This is now Tues 1st April and I still have not received our bags, flew into T5 on Saturday missed our transfer because of bag delay and two flights after that as well, we must be the lucky ones as we went to Dublin several hours later as we were told our bags were on the flight, but, of course when we arrived in Dublin no bags. Shame on BA and BAA, I work in accounts and when you change from a manual system to a computerised system you run both side by side for several months to make sure its working properly, sounds like their was no backup, should have been enough staff to cope with crisis, you never start up a new system without some kind of contingency plan.
I must say this was the first time I flew with BA and it will be the last.
- Maria,, Ireland, 01/04/2008 14:31
Report abuse
The Dome, Wembley, T5 - I hate to think about the Olympics! Nothing like humiliating yourself!
And the people that want bottled water banned ... lifesaver at T5!
- Susan Hellawell, Slough, 28/03/2008 14:53
Report abuse
Absolute poor preparation. Why did they not open up with a few flights on the first day to test the system. Sounds as if management is in shambles.
- Vince Kent, Marina Del Rey, Californi, 28/03/2008 14:53
Report abuse
Having just returned from the US last week days before the opening...the representation and news reporting about BA and the T5 opening has just simply re-affirmed to me that life outside of Britain is much more attractive.It seems unfortunately we are incapable of achieving much in this country.
If its not delays in a project its cost over runs in a project - think Wembley.
Does anything ever get achieved in Britain in the manner it is described in at the gestation stage.....I doubt it! Lets wait and see what the final cost of the Olympics will be in relation to the purported costs at the time of the Olympic award. But then don't worry about it as the government has a bottomless bank account in which to dip into to in order to solve any complications...think Northern Rock.
One thing I will say is that people who get things wrong in Britain are all too easily allowed to get away with it with few repercussions.
How I ask?
- Mark, London, 28/03/2008 14:43
Report abuse
This totally sums up corporate Britain - from banks to airlines to whatever you like. Everything is done shoddily with poor planning and bad execution. Shareholder value is all that ever matters - not public satisfaction. Bloated greedy Britain at its best.
- Lee, London, UK, 28/03/2008 14:35
Report abuse
Absolute disgrace! This is typical of the incompetence we seem to display to the world...
Gordon Brown should be ashamed of himself and his useless cabinet who have been utterly ineffectual.
This bodes terribly for the Olympic Games in 2012 - Quite clearly this government couldn't run a bath, let alone an entire country!
- Daniel Howard, London,UK, 28/03/2008 13:52
Report abuse
People who live in glass houses...clearly an American In London, has not experienced the delights of JKF! Never ending immigration lines, surly immigration officers in fully military regalia (who look as if they are getting ready to launch an invasion!) at least a one hour wait for luggage, and more lines at customs. Please don't get me started on the delays on departures. Interesting that passengers in the US are pushing for a passengers bill of rights, I wonder why!
- An Enlishman In New York, NY USA, 28/03/2008 13:10
Report abuse
I travelled through T5 yesterday on a day trip for a meeting, and it's a mightily impressive structure. Perhaps 70% shopping facility, 30% airport though..
I was 2 hours late getting away, and landed to find an email telling me my return flight (same day) had been cancelled. "Apologies."
OK, it was a hassle to change to a different airline, fly to T2 and transfer, but I firstly have complete sympathy with the staff in the terminal who were being verbally abused by passengers remarkable for their lack of ability to control their emotions - I have met more mature 3 year olds.
Secondly, this was a damned by the media if they open on time (before being completely ready for it) and damned if they don't open ("yet another reason why Britain is so useless at major construction projects.. blah.. Olympics... whinge, whinge..).
When it works T5 will be a fitting portal for London and the UK. I look forward to travelling from it then.
- Mark, Henley, 28/03/2008 12:51
Report abuse
to "an American in London" - yes youre right, Britain is over hyped, over priced, and what's more diabolical at providing a service. This country cannot do anything properly and yet we have the audacity to tell other countries what to do. For the record I am British and I m totally ashamed to be one!
- Josh, London, 28/03/2008 12:39
Report abuse
Was a first class airline, now a first class cock up.
- Frank, Tunbridge Wells, England, 28/03/2008 12:34
Report abuse
I don't understand why anyone flies BA. It costs a fortune and is a company frequently in the news for strikes, cancellations and chaos.
- Suzanne, London, 28/03/2008 12:30
Report abuse
A First Class disaster from Heathrow, what a great impression to the wider world. Welcome to Britain all!
- Steve Evans, Malta, 28/03/2008 12:27
Report abuse
David Cameron is right to call this a humiliating experience. I hope he raises this at PMQ's next week--since it will be a dress rehearsal for the PM to respond--such that he can try the same response out in front of the Queen at his weekly audience. She--of course-was present at the opening of T5 , when presumably all was working sparklingly well and trouble free for her visit.
- William Grierson, Kimpton, UK, 28/03/2008 12:19
Report abuse
In view of the cost, length of time and (supposed) planning involved it's absolutely disgraceful that this has turned out the way it has.
And Sara, mistakes do happen and are understandable - but not on this scale. This looks like a desperate attempt to open the Terminal WELL before it was ready.
Maybe the people responsible for delivering the project spent too much time at their local on a Friday night!
And I'm sure the people who are stuck at T5 are only too happy to say what they think out loud an in person! (I know I would).
And for those who mention 'teething' problems at other new airports - why don't we ever seem learn from others??
What a shambles!
- Dweezle, Crawley, England, 28/03/2008 11:59
Report abuse
Heathrow T5 is a terminal in shambles. Poor planning, co-ordination and execution by BAA and BA are to blame for putting thousands of passengers to untold misery.
Passengers would think twice before putting faith in BA again.
God save the hosting of the Olympics if T5 is a precursor.
- Murali Mohan, Maida Vale, UK, 28/03/2008 11:38
Report abuse
Staggering. We have the audacity to tell other countries how to do things. Can this country do nothing right?
- Josh, London, 28/03/2008 11:36
Report abuse
I would like to suggest a comprehensive boycott of British Airways and Heathrow Airport. BA are notorious for losing luggage and Heathrow is a stinky airport where you are encouraged to shop and discouraged from taking your shopping on holiday with you. They flog you £100 bottles of perfume which they promptly confiscate at the "security" area. Take the train or stop making frivolous journeys!
- Neil, london uk, 28/03/2008 11:23
Report abuse
Not the first time BA have had problem, when will people learn to vote with their feet, or do they enjoy the all the misery.
How many will book yet more BA flights in time for the next wiggle.
- Mark, Ealing London, 28/03/2008 11:03
Report abuse
Today is the first day of my lifetime boycott of British Airways!
- Anthony, London, 28/03/2008 11:01
Report abuse
Beijing opened a new airport terminal here last month. Much bigger than Heathrow's Terminal 5, more modern in design, and built in less than half the time. It also opened without problems.
- Tim, Beijing, China, 28/03/2008 10:24
Report abuse
My bag is in T5, waiting for it to be delivered, after I spent 3 hours in the airport waiting for it yesterday. So what - not a big deal. I will still fly with BA rather than Lufthansa or Aeroflot because the BA staff is highly professional and polite, the aircraft is new and comfortable. As to the deadlines - sometimes it is better to miss it than to meet it poorly. As the Russians say: tishe edesh - dalshe budesh, which translates to: if you move cautiosly and you will reach farther. wishing BA to sort out all the troubles with T5 asap and to keep its spirits up.
- Roxanne, Richmond, England, 28/03/2008 10:19
Report abuse
"Face it: England SUCKS. And it is falling apart further by the second!
This episode tells you everything you need to know about this country: over-hyped, overpriced, under-skilled, under-motivated, and completely incompetent.
- An American In London, London"
Makes you wonder why he came?
- Tonyb, Twickenham, 28/03/2008 10:09
Report abuse
Heathrow is the worst major airport in the world. A prime example of what is the outcome of the "mustn't quibble" mantra. Accept a shambolic, filthy facility that charges outrageous user fees and is managed by people who regard passengers with complete contempt is just what SE1 Sara smugly demands. Well if we all thought like her 55 years ago we'd all be speaking German.
It's billions of your money that bought this fiasco, you might demand some accountability from the people who wasted it.
- No-Doz, Portland, OR, formerly N1, 28/03/2008 09:55
Report abuse
Strange how some are commentating that this is a British failing. BAA built T5 and BAA are a Spanish company. The BAA management are responsible for specifying, selecting and testing the baggage handling system. BAA obviously knew the system couldn't handle the capacity but still they went ahead with the opening.
I for one are glad about this, I live under the flightpath of Heathrow and suffer the noise, but not the luxury of public transport access to Heathrow. They can close it down for good as far as I'm concerned.
- Peter, Battersea, UK, 28/03/2008 09:39
Report abuse
I have travelled with BA from T4 to Miami many times and only once have we been delayed for any huge length of time. We have never had to wait a huge amount of time for baggage or had our baggage lost.
If you really want to moan about something fly in and out of Miami airport that will really open your eyes to the delights of air travel. Yes, everyone is quite right- it was not a good start and yes they have got to do some hard work to get it all sorted and I sincerely hope they will have by the time we leave from T5 at the end of April. BUT is moaning groaning and whinging really going to help anyone or anything. This entire Country seems to be turning into a Groan & Moan state maybe that's what's wrong. Maybe we should all try being a little bit more positive about things and be a bit more grateful for all the good things instead of constantly harping on about problems which, compared to some other parts of the World, really don't compare at all.
- Petra Carrier, Poole Dorset, 28/03/2008 09:06
Report abuse
One old bloke with a megaphone giving the explanations! You would have thought that part of the £4.3billion could have purchased a decent public address tannoy system! And how could they have insufficient car parking spaces for the workers? What muppet designed the carpark - not enough spaces for the staff?
- Gary, wycombe, 28/03/2008 08:51
Report abuse
Bring in the Germans!
Why can't the Brits manage such projects?
T5 is all about hype. Even when they get the baggage system back in business then Heathrow will still be left with incapacities re. runways and in the air! Delays will remain as frequent as today.
- Gunnar O., Oslo, Norway, 28/03/2008 07:07
Report abuse
The more complex a system, the greater impact a "wiggle" will have.
If the level of tolerance the you all have for crime were applied to travel, everyone would be much more relaxed.
- Trunk, US, 28/03/2008 05:30
Report abuse
Okay guys - the reality is stop whining - the people who delivered this project are the people you drink with on a Friday night - nobody is perfect. Mistakes happen - sometimes big - the difference between this and the building of the pyramids is that a ) it was quicker and b) you didn't have 24 hour media to comment on you mess ups.
To all of you who complained I have two questions
a) Do you have the cojones to say it out loud in person?
b) And you are all perfect huh?
- Sara, london SE1, 28/03/2008 00:27
Report abuse
Still waiting for my luggage since 2005.
- Dee, Chesapeake USA formerly W4, 27/03/2008 22:16
Report abuse
It is time that the Government actually should intervene and do something!
The opening of T5 is yet another embarrassment for the UK and yet airlines and passengers are made to pay more for incompetence. BAA are clearly not capable of running a 21st Century airport and should be forced to give up running all UK airports as a monopoly. Why is it that Hong Kong, Shanghai, and other airports can open with only minor "wiggles" and yet the basics are beyond BAA to get right.
A very basic principle of any project management regardless of how big is to perform a risk assessment of what can go wrong and mitigate the risk. BAA clearly did not do this or couldn't because they are incompetent.
- Ricks, Twickenham, UK, 27/03/2008 20:32
Report abuse
Tonyb, you are the problem. YOU.
England: It's always an excuse. Always some (lame) explanation. Always looking to explain a senseless failure.
Face it: England SUCKS. And it is falling apart further by the second!
This episode tells you everything you need to know about this country: over-hyped, overpriced, under-skilled, under-motivated, and completely incompetent.
- An American In London, London, 27/03/2008 19:26
Report abuse
"Best of British" eh? sorry, you've got to love it!
- Marianne, SW France, 27/03/2008 19:24
Report abuse
Welcome to third word standard services for planes, trains & auto mobiles. Actually, I think am being disrespectful to the Third World...
- Vij, London, 27/03/2008 18:55
Report abuse
Once you have cut back all the experienced staff, as BA and BAA have done, you are left with the inexperienced and incompetent. What else do you expect of an Airline that regards itself as more important than its customers.
- Ayliff A Mcnab, Orihuala , Spain, 27/03/2008 18:26
Report abuse
Who needs flash-mobbing environmentalist to bring T5 to a halt when you've got BA to do the job for you.
- Austen, London, 27/03/2008 18:13
Report abuse
As expected.
I can't count how many times in recent years I have waited for baggage to be delivered at Terminal 4 - now the whole problem seems to have moved to Terminal 5.
You would have thought that at least someone from BA would have made a statement to the media - but - at the time or writing - silence. How can BA let the BBC speculate - there should have been a statement for the Six O'Clock News!
Now wait for tomorrow - dozens of cancellations, staff and aircraft in the wrong place.
The Heathrow experience hasn't changed!
- John Cull, Sunbury, Middlesex, 27/03/2008 18:10
Report abuse
"No amount of testing will get the wiggles out"
WIGGLES? He calls this debacle a "WIGGLE"?
Do these people have no conscience?
- Malcolm, Sittingbourne UK, 27/03/2008 17:47
Report abuse
Those who can only contribute knocking comments about Britain might care to look up the sad story of Denver's new airport and its baggage handling system - due to open October 1993, finally opened February 1995, and when I was there last July much worse security delays than Heathrow. Give T5 a few days to shake down and it will be another great achievement for UK Construction alongside St Pancras.
- Tonyb, Twickenham, 27/03/2008 17:42
Report abuse
Did anyone really expect anything less?
- Neil Grinsell, London, 27/03/2008 16:49
Report abuse
My 3.45pm flight got cancelled. BA put me on another flight tomorrow and sent me home. No compensation, and no apologies from any of the staff.
- Antony, London, UK, 27/03/2008 16:38
Report abuse
How feeble! I bet the baggage handling system was provided by a 'least cost tender' provider, and as a result it is not up to the task! All it has to do is route suitcases - not exactly rocket science is it?
- Gary, Wycombe, 27/03/2008 16:32
Report abuse
A distinct apology and a few sackings would be appropriate here--rather than the usual "we seem to have had a few problems" response by BA spokesmen....
- William Grierson, Kimpton, UK, 27/03/2008 16:24
Report abuse
Completely predictable. This entire country working all out 24/7/365 couldn't plan one child's birthday party if it had 35 years to prepare for it. A totally earned, justified, expected, laughable FIASCO.
- Foreign Observer, London, UK, 27/03/2008 16:07
Report abuse
Exactly what I expected.This country can big itself up as much as it likes but in the end is exposed for the total and utter shambles it is.
Love it!
- Steve, London, 27/03/2008 15:52
Report abuse
"All our problems will go away when T5 opens".
No they haven't, they've just moved a few hundred feet nearer the M25.
- Nobby Clark, Perth, the Scottish one, 27/03/2008 15:34
Report abuse
I cant wait for the 2012 games it will be really interesting to watch it fall apart before your very eyes, anything this country does is third rate.
- Stephen D., London England., 27/03/2008 15:22
Report abuse
How funny. Britain could not organise a field trip to a brewery any more. With the Olympics bearing down on us a great speed we really do not have a chance. Britain has been suffering from the Wiggles for far too long!
- Fly, London, 27/03/2008 14:51
Report abuse
Not surprised about the teething problems. Firstly, this is Britain. Secondly, it's also happened to other new aiports in "efficient" places like Hong Kong and Kuala Lumpur.
- David, London, 27/03/2008 14:21
Report abuse
