Da http://news.bbc.co.uk/1/hi/uk/7318337.stm
T5 chaos 'not BA's finest hour'
The chaos that marred Heathrow's Terminal 5 on its opening day, leaving many stranded overnight, "was not our finest hour" BA's boss has admitted.
British Airways' chief executive Willie Walsh accepted the debacle had affected the reputation of BA and of Britain.
Thursday saw hold-luggage services suspended after a baggage backlog, 34 flights cancelled and people waiting up to four hours to reclaim their luggage.
Friday saw 36 flight cancellations and more are expected during the weekend.
"We clearly disappointed a number of people and we sincerely apologise," Mr Walsh said.
He said a "combination of factors" that they had been unable to "get on top of" had led to the disruption.
"British Airways has not delivered and we need to deliver</u>," he said. "I am accepting responsibility, the buck stops with me.</u>"
He said: "Today has started much better," but added: "At this stage I still expect some cancellations tomorrow".
According to the airline's website, 36 of Friday's flights from T5 and 36 to the terminal have been cancelled.
However, passengers could now check-in both hand and hold luggage.
The airline advised customers to check its website, www.ba.com, for service updates.
First-day chaos
The airline, which has sole use of T5, says it has drafted in extra staff and held meetings through the night to try to ease the problems that wrecked the terminal's first day.
Some stranded travellers spent the night on the floor of the new building.
The suspension of luggage check-in was not the only problem to hit passengers hoping to leave T5 on its opening day.
Earlier in the day BA announced that "initial teething problems" with car parking provision, delays in staff security screening and staff familiarisation had resulted in a backlog of baggage.
A further technical fault also meant seven flights left T5 without luggage on board.
One baggage handler told BBC News what should have been BA's greatest hour had "turned into a shambles the moment the doors opened".
"BA claimed 'staff familiarisation' was to blame. The staff, however, would blame the lack of training and the essential support that was promised," he said.
"During the inadequate training days prior to the opening, any staff questions were bounced back with 'I don't know' and 'It will be clear on the day'.
"Staff signage is non-existent and quite frankly, how are we expected to help customers if we are not helped first?"
The BBC's transport correspondent Tom Symonds said the backlog was caused by problems with the airport's luggage processing system.
An underground conveyor system had become clogged up, he said.
This was being blamed on staff failing to remove luggage quickly enough at the final unloading stage.
Passengers on Thursday's cancelled flights were offered £100 towards the cost of overnight accommodation by the airline, but travellers reported that local hotels were charging up to twice that figure.
David Frost, director general of the British Chambers of Commerce, said the "shambles" had sent 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."
T5 chaos 'not BA's finest hour'
The chaos that marred Heathrow's Terminal 5 on its opening day, leaving many stranded overnight, "was not our finest hour" BA's boss has admitted.
British Airways' chief executive Willie Walsh accepted the debacle had affected the reputation of BA and of Britain.
Thursday saw hold-luggage services suspended after a baggage backlog, 34 flights cancelled and people waiting up to four hours to reclaim their luggage.
Friday saw 36 flight cancellations and more are expected during the weekend.
"We clearly disappointed a number of people and we sincerely apologise," Mr Walsh said.
He said a "combination of factors" that they had been unable to "get on top of" had led to the disruption.
"British Airways has not delivered and we need to deliver</u>," he said. "I am accepting responsibility, the buck stops with me.</u>"
He said: "Today has started much better," but added: "At this stage I still expect some cancellations tomorrow".
According to the airline's website, 36 of Friday's flights from T5 and 36 to the terminal have been cancelled.
However, passengers could now check-in both hand and hold luggage.
The airline advised customers to check its website, www.ba.com, for service updates.
First-day chaos
The airline, which has sole use of T5, says it has drafted in extra staff and held meetings through the night to try to ease the problems that wrecked the terminal's first day.
Some stranded travellers spent the night on the floor of the new building.
The suspension of luggage check-in was not the only problem to hit passengers hoping to leave T5 on its opening day.
Earlier in the day BA announced that "initial teething problems" with car parking provision, delays in staff security screening and staff familiarisation had resulted in a backlog of baggage.
A further technical fault also meant seven flights left T5 without luggage on board.
One baggage handler told BBC News what should have been BA's greatest hour had "turned into a shambles the moment the doors opened".
"BA claimed 'staff familiarisation' was to blame. The staff, however, would blame the lack of training and the essential support that was promised," he said.
"During the inadequate training days prior to the opening, any staff questions were bounced back with 'I don't know' and 'It will be clear on the day'.
"Staff signage is non-existent and quite frankly, how are we expected to help customers if we are not helped first?"
The BBC's transport correspondent Tom Symonds said the backlog was caused by problems with the airport's luggage processing system.
An underground conveyor system had become clogged up, he said.
This was being blamed on staff failing to remove luggage quickly enough at the final unloading stage.
Passengers on Thursday's cancelled flights were offered £100 towards the cost of overnight accommodation by the airline, but travellers reported that local hotels were charging up to twice that figure.
David Frost, director general of the British Chambers of Commerce, said the "shambles" had sent 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."
