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The chief executive of British Airways admitted today that he had considered delaying the opening of Heathrow’s Terminal 5, and that staff training in the run-up to its first day had not been good enough.
Willie Walsh was speaking in front of the Government’s Transport Committee about the disastrous opening of the new terminal which forced the company to cancel 430 flights. BA also lost 20,000 bags and saw passenger numbers fall by 220,000 in April.
Mr Walsh said: “We believed that, while there were known risks, the opening would be successful.”
However, he admitted that in hindsight the company had “compromised” on testing of baggage systems, adding: “We didn’t supply staff with sufficient training and familiarisation. If we did it again, we would do things differently.”
He said: “The training programme was not sufficient. The environment was a building which was not fully complete - a building different from that entered on day one.”
Mr Walsh was joined in front of the Transport Committee by Sir Nigel Rudd, BA’s chairman, and Colin Matthews, chief executive at BAA, owner of Heathrow.
Sir Nigel said: “I am bitterly disappointed about the opening of T5.
“My view of the matter was that there were a number of problems that might have been foreseen but none that would have led to a postponement of the terminal.”
However, Mr Matthews admitted: “With the benefit of hindsight, there were aspects that were not ready.”
The troubled launch has already cost two BA directors their jobs — Gareth Kirkwood, the director of operations, and David Noyes, the director of customer services, left the company after a combined 45 years at the group.
Just days before their departure, Willie Walsh, the chief executive oft BA, appeared to be backing Mr Kirkwood and Mr Noyes over the debacle. He said: "If people want to assign blame for this it comes to me."
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So we are told that T5 is running as planned, just 1.3 bags per thousand being routed incorrectly. Why then has BA at considerable inconvienience delayed the moving of the rest of flights from the schedule? This is because the rumour is that not all is well down in the bowls of T5..... it's not over
Peter, Heathrow,
On arriving from Kasakhstan in to Schiphol airport Holland I discovered that my hold baggage was missing 'Lost in the System". However I made my connection to LHR T5 and to my surprise my bags were first of on the carousel!?
My first flight into T5, my confidence restored.
Alan Flett, Houston
Alan flett, Houston, USA
It's easy to call for Willie Walsh to resign. But the problem is: Who is there out there who is better that could replace him? Up until this debacle, he had managed to bring margins up at BA - I think he's doing a reasonable job of a poisoned chalice job.
Rob Yeung, London,
These people were blinded by the light of new systems, prestige building and creating a global good impression on the opening. They did not think anything through, did not do enough systems tests and blatantly had no idea of the consequences of a failure. Missed the point - Willie Walsh, will he go?
Graham Horsewood, Telford, UK
It is a sad feature of current British society that the people who run things rarely seem responsible - the fall guys come lower down the order...
Robin, York, UK
The fact that Mr Walsh now acknowledges that staff training was inadequate, is good enough reason to give him the heave-ho? Sheer arrogance mixed with quite unbelievable incompetence: it will be many years before BA recovers from this fiasco, if indeed it ever does.
Phillip Anderton, Poole, England
I left on the 27th March ,on route to Tokyo ,waited 3 3/4 hours on board the plane ,waiting to load luggage on the plane and when we finally arrived ,notice on the pillar with a list of people luggage was delayed and we were on 11 day tour of Japan .On my letyter to BA they mentioned Willie Walsh.
janis, paisley, scotland
The loss of goodwill and prestige to this country, moreso than to our unworthy national flag carrier, should alone be sufficient grounds for resignation to a man of conscience. Mr Walsh's remaining in post is an unpatriotic insult to the rest of us and will leave Britain prone to further contempt.
Mike L, Chippenham, Wilts