You would have thought BA and BAA would be all over Terminal 5 like a rash following all the bad publicity over the last week. But no! I arrived back from Vienna on Sunday to find that there was no free gate for the plane. After a fifteen minute wait we got a gate but there was no one available to get the plane connected to the movable corridor. This took another 45 minutes. Finally we disembarked only to find that passport control was completely overrun. No one seemed to be in control and inadequate measures were taken to control the large queues that formed creating a funnel effect. Eventually we reached the lifts for the tube. Having descended five floors, it was only when we reached the bottom that we were informed that the last tube had gone. Why no sign in arrivals to save you the treck? All in all a shambles. The crux of the problem? Lack of management accountability on the ground. It appears that no one is taking control of the situation nor giving clear direction.
Stuart, London, UK
I have just tried to make an online claim for compensation after my flight back from Canda was cancelled due to the problems at Terminal 5. I arrived home 23 hours late. An automated message came up saying the cancellation was due to circumstances beyond BA's control, is their standard response? Are they assuming passengers will ignore the rights they have under EU law?
Hannah, Swansea,
On Feb 21st we flew Manchester to Beijing via Heathrow with BA. The baggage system at T 4 went down. We were passed to Lufthansa. In Frankfurt we were passed to Air China. We arrived back in Beijing 24 hours late, and had to spend a night on the floor in Frankfurt - not being allowed out as my wife (Chinese) had an expired EU visa. I wrote to BA immediately: FIVE weeks on I am STILL waiting for a reply!!!!! This report is most useful: I'll get on to them about it.
William, Beijing, China
If all airports were to adopt Terminal 5's modus operandi then perhaps it would reduce our unreasonable expectations about unlimited air travel. Hats off to the architect who obviously takes the threat of global warming very seriously!
Rikki Tikki-Tavi, Lichfield, England
Hm, Beijing airport opened without much fuss last month.
Funny how they can get something right, and the BBC doesnt notice.
Rob, Swansea, UK
Brian, don't forget O'Connell s Law - "Murphy was an optimist".
Mike L, Chippenham, Wilts
Willie Walsh Law
Optimism alone will get you nowhere, attention to detail will !!
P Baker, Andover.,
I'm surprised that the country is surprised at the debacle that is terminal 5. I flew to Canada last weekend and my connecting flight was delayed getting into Heathrow (BA). I was told at flight connections that my plane had boarded and we couldn't catch it. A colleague who was also travelling then told me that they were still in departures and the plane hadn't boarded. We had to queue for over an hour. There was one person looking after approximately 200 people in the queue whilst 10 feet away 6 people were looking after 4 1st class passengers. It was only when I complained to the manageress that 2 additional people came out. The reason I was given was that it was difficult to get people to work the bank holiday weekend.
To add insult to misery I returned through T5 and am told today that they still have to locate my suitcase. I have not been advised as to any compensation I'm entitled to despite being without essential clothing and information from my business trip.
I will not fly BA
Gary Millen, Stirling, Scotland
QUOTE: "The worlds favorite airline" (sic)
D.Heath, London
Teehee! That actually made me laugh in what was otherwise just another aren't-we-rubbish story. I must say I've never had a problem with flying BA, but I don't fly that often. And, let's face, they've royally messed up T5.
Gareth Strachan, Abingdon, UK
After the way BA has handled this debacle I doubt they will need the full terminal anymore as am sure many have been put off flying BA after this
Rich Mathews, Edinburgh, Lothian
You would have thought BA and BAA would be all over Terminal 5 like a rash following all the bad publicity over the last week. But no! I arrived back from Vienna on Sunday to find that there was no free gate for the plane. After a fifteen minute wait we got a gate but there was no one available to get the plane connected to the movable corridor. This took another 45 minutes. Finally we disembarked only to find that passport control was completely overrun. No one seemed to be in control and inadequate measures were taken to control the large queues that formed creating a funnel effect. Eventually we reached the lifts for the tube. Having descended five floors, it was only when we reached the bottom that we were informed that the last tube had gone. Why no sign in arrivals to save you the treck? All in all a shambles. The crux of the problem? Lack of management accountability on the ground. It appears that no one is taking control of the situation nor giving clear direction.
Stuart, London, UK
I have just tried to make an online claim for compensation after my flight back from Canda was cancelled due to the problems at Terminal 5. I arrived home 23 hours late. An automated message came up saying the cancellation was due to circumstances beyond BA's control, is their standard response? Are they assuming passengers will ignore the rights they have under EU law?
Hannah, Swansea,
On Feb 21st we flew Manchester to Beijing via Heathrow with BA. The baggage system at T 4 went down. We were passed to Lufthansa. In Frankfurt we were passed to Air China. We arrived back in Beijing 24 hours late, and had to spend a night on the floor in Frankfurt - not being allowed out as my wife (Chinese) had an expired EU visa. I wrote to BA immediately: FIVE weeks on I am STILL waiting for a reply!!!!! This report is most useful: I'll get on to them about it.
William, Beijing, China
If all airports were to adopt Terminal 5's modus operandi then perhaps it would reduce our unreasonable expectations about unlimited air travel. Hats off to the architect who obviously takes the threat of global warming very seriously!
Rikki Tikki-Tavi, Lichfield, England
Hm, Beijing airport opened without much fuss last month.
Funny how they can get something right, and the BBC doesnt notice.
Rob, Swansea, UK
Brian, don't forget O'Connell s Law - "Murphy was an optimist".
Mike L, Chippenham, Wilts
Willie Walsh Law
Optimism alone will get you nowhere, attention to detail will !!
P Baker, Andover.,
I'm surprised that the country is surprised at the debacle that is terminal 5. I flew to Canada last weekend and my connecting flight was delayed getting into Heathrow (BA). I was told at flight connections that my plane had boarded and we couldn't catch it. A colleague who was also travelling then told me that they were still in departures and the plane hadn't boarded. We had to queue for over an hour. There was one person looking after approximately 200 people in the queue whilst 10 feet away 6 people were looking after 4 1st class passengers. It was only when I complained to the manageress that 2 additional people came out. The reason I was given was that it was difficult to get people to work the bank holiday weekend.
To add insult to misery I returned through T5 and am told today that they still have to locate my suitcase. I have not been advised as to any compensation I'm entitled to despite being without essential clothing and information from my business trip.
I will not fly BA
Gary Millen, Stirling, Scotland
QUOTE: "The worlds favorite airline" (sic)
D.Heath, London
Teehee! That actually made me laugh in what was otherwise just another aren't-we-rubbish story. I must say I've never had a problem with flying BA, but I don't fly that often. And, let's face, they've royally messed up T5.
Gareth Strachan, Abingdon, UK
After the way BA has handled this debacle I doubt they will need the full terminal anymore as am sure many have been put off flying BA after this
Rich Mathews, Edinburgh, Lothian
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