Heathrow's Terminal 5 is a Terrible Mess

Mountains of lost bags, canceled flights, frustrated travelers and a public relations fiasco

The dedicated website for Heathrow Airport's new Terminal 5 cooed into cyberspace, "At London Heathrow Terminal 5 we’ve created a natural, logical journey that’s so calm, you’ll flow through. It shouldn’t take long to get from Check-in to Departures. Transferring and arriving are just as simple and calm. Spend the time you save enjoying the excellent range of shops, cafes and restaurants. Or simply relax and be wowed by the world class architecture."

Instead, travelers using the new £4.3 billion ($8.7 billion) T5 were wowed by utter chaos that began almost as soon as the new facilitiy. In its first four days of operations, at least 250 British Airways flights were canceled, stranding thousands of passengers. At least 15,000 and perhaps 20,000 pieces of luggage that reportedly were not loaded onto the planes need to be "repratriated" to their owners who had, in fact, taken off while their bags were still on the ground. Computer problems were blamed.

In a story called "Flight Club at Heathrow T5," the Sun newspaper reported of a brawl among 30 baggage handlers. BA could be libel for compensation up to a stunning £5,000 per passenger, it was further reported. At the very least, the airline had to arrange for and pay for emergency accommodations for armies of stranded passengers. Image-conscious Brits are have a cow, and the tabloids are having a field day.

Long-haul flights were said to be operating close to schedule today (Sunday). Domestic (i.e., within the UK) flights and flights to the European continent have been most affected. "We are endeavoring to do everything we can to get the operation back to normal," said an unnamed but clearly beleaguered spokeswoman for British Airways. Of course. The airline claimed that 400 employees volunteered to work on Sunday to help with what the BBC described as "mountains of suitcases stacked up in the terminal after passengers were unable to reclaim them or were forced to fly on to their destinations without their luggage, and which the BBC continued "could take weeks to sort out."

The flying public will have to take their word for it, because BBC also said that "it had been banned from filming at the terminal, where hundreds of passengers were facing long delays. Sky News television also said it had been locked out." Go to the Telegraph's online story, scroll down to "In Pictures" and we wowed by the slide show of the mess.

Even when the chaos has been straightened out and T5 is humming as promised, Heathrow will remain an incredibly congested airport. It is the world's third-busiest airport (after Chicago/O'Hare and Atlanta/Hartsfield) and has just two runways, meaning that delays are endemic, even without a snafu like T5's opening days. In wisdom that matches US automakers' foresight, US-based Delta, Continental Airlines, Northwest and United began flights into London's chronically constripated Heathrow Airport on Mar. 30, even as their BA brethren were still struggling under mountains of luggage. At least the American carriers won't be using T5.

Addendum from the Monday, March 31, report in the Telegraph:

"The debacle, which is estimated to have cost BA £20 million already, will mean the airline has been forced to scrap more than 450 flights since the opening of the £4.3 billion Terminal last week. The chaos would have been even worse had the airline not decided to continue operating the bulk of its long-haul operation from Terminal 4."