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Minister orders inquiry into Heathrow chaos
Jason Beattie, Chief Political Correspondent21 Nov 2007
A full-scale investigation has been ordered by Ruth Kelly into the chaotic state of Heathrow airport.
The Transport Secretary demanded action after a scathing report by her department revealed that punctuality at the airport has fallen, delays have risen and travellers' journey times have increased.
The report also showed half of all planes are held in a stacking system due to delays and many passengers spend more time on the ground than in the air.
Ms Kelly ordered the Civil Aviation Authority to look into how to improve the service provided by the airport.
She said passengers using Heathrow deserved a more "efficient and reliable" experience.
The Department for Transport study also revealed:
• The average delays at Heathrow had risen from 15.9 minutes in 2002 to 20.2 minutes last year - an increase of 27 per cent.
• Punctuality at Heathrow has dropped from 70 per cent in 2002 to 61 per cent last year.
• The total departure delays for all aircraft from Heathrow have increased from 360 weeks in 2002 to 469 weeks last year.
• Heathrow is now rated 80th out of 93 international airports in terms of overall quality.
According to the report, passengers using the airport find their journey times increased by three to four hours because of the delays.
"Predictable and efficient end-to-end journey times are extremely important to passengers," it says.
"For instance, the flight from Heathrow to Frankfurt lasts only one and a half hours, but the office-to-office journey time from the City to Frankfurt will be closer to five hours.
"For outbound passengers, delays can occur on the journey to the airport, at check-in and at security, as well as to take-off.
"For the inbound passenger, there can be delays whilst the plane circles waiting for a landing slot, in securing access to a ramp, at immigration, at baggage reclaim and on the journey to their end destination."
The report continues: "Improving performance across the end-to-end journey and understanding the pinch points in the system is critical if the UK is to maintain and improve its competitiveness in the face of continued growth in international trade of services and goods."
In a speech in London this morning, Ms Kelly said improving the experience of passengers was a "priority".
"It is not simply the flight that matters. It's the journey to the airport, the time spent in the queue at check-in, security or immigration, and any delays spent on the aircraft waiting for a slot to take off.
"This is the first study of its kind which shows where delays occur, who is accountable and how they can be reduced or eliminated.
"This will not only give travellers an efficient and more reliable journey - it will also help Heathrow maintain its competitive edge in global aviation which is good for the entire UK economy."
Ms Kelly continued: "BAA are making significant investments to expand capacity at Heathrow, for example with Terminal 5 opening next March, and this will have a major impact on the passenger experience.
"And in the longer term, the construction of Crossrail will significantly reduce journey times to and from the airport for many."
Reader views (10)
Nobby Clark is absolutely right. There is no need fo yet another enquiry. BAA have lost the aim of what the airport terminal is for in the same way as the train operators have forgotten what a station is for. What is needed is plenty of space - clear away all the junk food operators and cheap gift shops, and open up up the area. If Ms Kelly really had the guts she could ask the Health & Safety Executive to close the airport until proper facilities were installed. My guess it would be done in less than 24 hours.
- Patrick Griffin, Dalston, 22/11/2007 14:35
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The airport is a disgrace because BAA are more interested in having a shopping mall than an efficient airport. As a result you have an airport that is cramped and dingy. They have crammed in too many shops in too little space. Manchester Airport is so much better to fly from.
- Vivek, London, 22/11/2007 14:10
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Why do we need a government investigation, along with its inflated costs, to tell us what we already know? The solution at Heathrow is simple: remove the draconian security measures, install a dozen more security scanners and hire some people to staff them. However this won't happen because the government loves controlling our lives and BAA won't spend money on Heathrow unless it will generate more money from the shopping mall that doubles as a departures area for one of the (allegedly) most important air transport hubs in the world.
- Nobby Clark, Perth, the Scottish one, 22/11/2007 10:40
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Ruth Kelly orders an inquiry into "the chaotic state of Heathrow airport". This is the same Ruth Kelly who's just announced that a third runway should be built at Heathrow airport. She's not interested in a impartial and emprical inquiry designed to elicit facts and produce sound recommendations. She wants to waste our money on an inquiry that will back the decision she's already made.
- Austen, London, 22/11/2007 07:46
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I get the train to Europe whenever possible - much less stress. The high speed links to Amsterdam and other cities when built will make it even easier. Why waste all that extra time going out to Heathrow and getting through the nightmare of check-in?
- David, Muswell Hill, UK, 22/11/2007 00:24
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One of the biggest problems is security and policing. If there is a bomb scare they quickly roll out police with machine guns but the rest of the time there are absolutely no police in the building. I have had to phone 999 twice because airlines refuse to tell me if relatives, in one case my 14 yr old unnaccompanied daughter, was on the plane which was 2 hours late. They cite the Data Protection Act. I cite incompetence and laziness.
- Mike, Denham, 21/11/2007 23:22
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What confidence is left for Ruth Kelly to oversee serious problems,when a large Greater Manchester Public Inquiry called by the Dept of Transport has been turned into the largest Public Inquiry farce ever known.
The Highways Evidence/DfT presented to the Public Inquiry in February 2007 as their evidence for a ByPass,has required 4 PI adjournments asked for by the HA because they are totally unable to correct their admitted ongoing serious errors contained in their evidence.
Now Ruth Kelly is avoiding this massively costly farce by ignoring the established and confirmed facts known since February 2007,and the Public Inquiry has been in total disarray since June 2007 and she has shown not the slightest interest in what is occuring regarding the Mottram ByPass Public Inquiry.
- John, Lancs, 21/11/2007 22:44
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The gateway to England. What a dive. I'd rather fly into Gatwick and spend an extra 90 minutes driving back to my parents place if I ever come back to the UK.
- Dave K, Melbourne, Australia, 21/11/2007 21:23
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I'm not surprised, it is crowded, smelly, dirty and the officials are rude to everyone and you can see that they are all fed up.
- Ahsuna, UK, 21/11/2007 19:11
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Take the train into Europe. It's becoming faster, more comfortable and more convenient, and provides a viable alternative to short haul flying.
- Matthew, London, 21/11/2007 18:50
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