Bumpy Ride For British Airways At T5

The bumpy start to the opening of Terminal 5 is likely to be replicated today with baggage backlogs, lack of information and tempers fraying.

Yesterday hold luggage services were suspended and 34 flights were cancelled.

British Airways, the sole airline to use T5, plans to operate only 80% of its flights, 36 of today's flights have been cancelled from the terminal.

Stranded passengers have spent the night on seats and the floor of the new building.

A spokesperson for BA said: "We sincerely apologise to those customers who have suffered disrupted journeys."

Chief executive Willie Walsh said: "The opening [of the terminal] was a very poor day for BA. It was not our finest hour.

"I am very sorry that the problems have meant that some of our customers did not experience the true potential of this amazing building.

"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."

A combination of factors responsible for the problems were identified such as delays at the staff carpark and at security as well as log in problems for baggage handlers reporting for duty.

Computer difficulties also caused headaches as three flights left on Thursday morning without any luggage on board.

Passengers on Thursday's flights were offered £100 towards the cost of overnight accommodation, but hotels were cashing in on the chaos by charging up to twice that figure.

Local Conservative MP David Wilshire, who serves on the Commons Transport Committee said: "The problem in getting to the real truth of this, is a bit of the problem.

"We won't get to the bottom of this until we know a bit more. What we have to find out is why this has happened and make sure it's put right and hope that this is really a starting glitch. People have been let down."

The Department for Transport said it expected BA and airport operator BAA "to work hard to resolves these issues and limit disruption to passengers."

Adding to the drama, about 250 people staged a "flash mob" protest in the T5 arrivals hall at 11am yesterday.

The airline has advised customers to check the website www.ba.com, for updates.

(DS)