Source: msnbc.com Baggage problems wreak havoc at controversial $8.6
billion addition
March 27, opening day at Heathrow Airport’s grand
new Terminal 5 turned sour as severe baggage handling delays led to numerous flight
cancellations, stranding many irate passengers.
What was supposed to be a day
of glory for British Airways, sole occupant of the mammoth new terminal, turned
into a shambles as problems worsened. The airline was finally forced to restrict
passengers at the terminal to hand luggage only, leaving many with the choice
of rebooking their flights or seeking refunds.
Problems developed in the first
hours of the new terminal’s operation — when many passengers had to wait more
than one hour to receive their bags — and deepened in the afternoon, when many
flights were canceled.
At one point, a British Airways flight left for Paris
without any of its checked baggage in the hold, embarrassed airline officials
conceded, making a mockery of the earlier claim that the new baggage system would
work well from day one.
“I’m not a happy bunny,” Sarah Lowdon, whose flight
to Newcastle was canceled Thursday after she arrived at the new terminal. “They
said they’d refund my money but the time I’ve lost is mine. They said it was because
of baggage problems, but all I have is a carry-on. I’m being penalized for their
mistakes.”
She said she started her journey with high hopes because of all
the hype about the $8.6 billion terminal, the centerpiece of a plan to revive
Heathrow Airport’s flagging reputation — only to have them dashed.
Other disgruntled
passengers tried in vain to check in for flights.
“The terminal looks nice
but it would be better if it worked,” said Vincent Groccia as he killed time waiting
to see if his flight for Paris would depart late or be canceled. “I tried to check
my bags but they told me the conveyor system is not working. I’m hoping to get
out of here tonight.”
There were other, lesser problems as well: a few broken
escalators, some hand dryers that didn’t work, a nonfunctioning gate at the new
Underground station, and inexperienced ticket sellers who didn’t know the fares
between Heathrow and various stations on the Picadilly line.
Britain’s Department
of Transportation released a statement Thursday evening calling for British Airways
and BAA, the airport operator, to “work hard to resolve these issues and limit
disruption to passengers.”
British Airways was forced to apologize and restrict
some passengers to hand luggage only.
“We always knew the first day would represent
a unique challenge because of the size and complexity of the move into Terminal
5,” British Airways’ Director of Operations Gareth Kirkwood said. “We are working
extremely hard on solutions to these short-term difficulties.”
The delays ruined
what had been promoted as a milestone day in British aviation.
It took 19 years
for the new terminal to move from concept to reality. George Bush was president
of the United States when the whole thing started — George Herbert Walker Bush,
that is.
Despite the troubles, in some other ways it was a successful first
day of operations for the terminal, which was officially opened by Queen Elizabeth
II at a ceremony several weeks ago.
The weather cooperated, flooding the building’s
oversize atrium with brilliant sunshine, and travelers were able to admire the
wide open views of the greening English countryside.
The highly automated check-in
system seemed to work fairly well in terms of reducing lines at check-in facilities
and security checkpoints. The terminal, built to handle 30 million passengers
per year, seemed remarkably quiet and calm once it started normal operations.
Comparing the new structure to the existing Heathrow terminals is like comparing
the Four Seasons hotel in Paris to a Days Inn in Dayton. No fast food here: A
wide variety of pricey gourmet food is available, public seating areas are comfortable
and clean, and even the lavatories are stylish, with soft lighting, dark floors,
and modern equipment.
Trash cans were the only things missing. They are banned
for security reasons, as in most British transport facilities.
The terminal
opening drew a crowd of about 300 environmental protesters, including many who
vowed to step up efforts to prevent any further expansion of Heathrow and its
flight operations.
“This airport expansion is a stark example of how the government’s
rhetoric doesn’t match its actions,” said Tamsyn East, a 28-year-old activist
wearing a red T-shirt with “stop airport expansion” printed in front. “They say
they want to lead the fight against climate change, but they’re allowing all this.”
The airport operator also faces a tussle in its quest to fingerprint domestic
passengers and passengers who transfer from international to domestic flights.
Plans to start fingerprinting Thursday have been “temporarily” dropped due to
privacy concerns raised by an independent watchdog agency.
