
British Airways CEO Willie Walsh might be wishing it were all an April Fool’s joke. Bloomberg News reports that BA — largest occupant of London Heathrow and sole user of Heathrow’s newly-opened Terminal 5 — is still managing the meltdown of T5’s brand-new baggage handling system. Unable to deliver the world — or rather, the luggage — on time, BA is using Memphis, Tennessee-based Federal Express to reunite passengers with about 20,000 bags. FedEx is moving about 800 bags per day at Heathrow.
It wasn’t supposed to be this way. Already saddled with the notoriety of being Europe’s worst carrier for lost luggage, BA was going to turn around its reputation. But if anything, the airline’s biz cred has deteriorated. Since T5 opened on March 27, malfunctions in its computerized baggage system have caused more than 300 flight cancellations, and travelers say they will defect to BA’s two biggest competitors at Heathrow — BMI and Virgin.
So… what happened? Opinions are hitting the radio airwaves. American Public Media’s “Marketplace” reports that Everet Meyer of Jacobs Consultancy blames the glitches on inadequate training of workers and, possibly, industrial sabotage too. And John Hansman, director of MIT’s International Center for Air Transportation, says T5’s barcode scanning technology is outdated.
One thing’s certain: BA’s woes are far from over, and could add up to European Union fines of US$10,000 per stranded passenger, according to Larry Miller’s report on National Public Radio’s “Morning Edition.”