Right: London Heathrow Terminal Five: the Great White Despair
It’s big, it’s beautiful in a super-mega-industrial sort of way, and it was supposed to be the answer to British Airways passenger prayers for wide-open spaces, shorter queuing times, and the latest in fully-automated baggage-handling. What it’s turned into, however, is a £4.3 billion homeless shelter, currently crowded with passengers sleeping on departure lounge benches and waiting on the tarmac in excess of four hours inside planes that never take off.
Twenty-eight thousand suitcases went walkabout when the baggage system crashed almost immediately after the terminal’s royal launch on 27 March, and at least five thousand of them have never returned home. And baggage continues to be a major issue (not that that’s exactly a news flash to BA). Because the system required almost no-one to operate it, there was almost no-one trained to take up the slack when things went south.
Hundreds of flights have been cancelled, and as of yesterday British Airways was out £85 million in compensation, including the cost of renting up every hotel room and room for rent they could get their hands on for stranded passengers. And there’s no end in sight.
As for me, I have both my suitcase and a roof over my head (albeit in Brentford for the time being), more than many recent London travellers can claim. On my way to Heathrow last week, thankfully to the shamefully outdated Terminal 4 where the baggage carousels actually have baggage on them, my fellow passengers and myself were offered travel vouchers for filling out complaint forms about malfunctioning onboard entertainment. I don’t expect to see my voucher anytime soon, especially if BA have automated their complaint system.
It’s big, it’s beautiful in a super-mega-industrial sort of way, and it was supposed to be the answer to British Airways passenger prayers for wide-open spaces, shorter queuing times, and the latest in fully-automated baggage-handling. What it’s turned into, however, is a £4.3 billion homeless shelter, currently crowded with passengers sleeping on departure lounge benches and waiting on the tarmac in excess of four hours inside planes that never take off.
Twenty-eight thousand suitcases went walkabout when the baggage system crashed almost immediately after the terminal’s royal launch on 27 March, and at least five thousand of them have never returned home. And baggage continues to be a major issue (not that that’s exactly a news flash to BA). Because the system required almost no-one to operate it, there was almost no-one trained to take up the slack when things went south.
Hundreds of flights have been cancelled, and as of yesterday British Airways was out £85 million in compensation, including the cost of renting up every hotel room and room for rent they could get their hands on for stranded passengers. And there’s no end in sight.
As for me, I have both my suitcase and a roof over my head (albeit in Brentford for the time being), more than many recent London travellers can claim. On my way to Heathrow last week, thankfully to the shamefully outdated Terminal 4 where the baggage carousels actually have baggage on them, my fellow passengers and myself were offered travel vouchers for filling out complaint forms about malfunctioning onboard entertainment. I don’t expect to see my voucher anytime soon, especially if BA have automated their complaint system.
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