BA issues new apology for Terminal 5 disruption
British Airways issued a new statement today (March 27) apologising for the chaos caused by baggage delays at Terminal 5 yesterday.
The airline's chief executive Willie Walsh said that he took "responsibility for what happened", adding "the buck stops with me".
"Yesterday was definitely not British Airways' finest hour. We disappointed many people and I apologise sincerely," he said.
He went on to admit that the airline, which was forced to cancel 34 flights, never took control of the level of disruption that occurred throughout the day.
"I am not pointing the finger at BAA. Both British Airways and BAA made mistakes, but I am taking responsibility for the mistakes we made. We have to correct those and make this fantastic terminal work.
"Our performance was not good enough. We did not deliver for our customers and we should have."
He added that the terminal could only get better "as we become accustomed to the building and the quirks of the systems".
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