BAA chief apologises for T5 chaos
Colin Matthews, chief executive of Heathrow operator BAA, has apologised for the distress suffered by passengers after delays following the opening of Terminal 5 (T5) last week, adding that passengers will soon experience “impeccable service”, the Financial Times has reported.
Last week British Airways, the sole tenant of the terminal, said it was to postpone its long-awaited advertising campaign in support of the debut of T5 following the chaos surrounding the opening at the airport.
Matthews, who recently replaced former marketing director of Sainsbury’s Stephen Nelson , conceded the problems had damaged the airport operator’s reputation, but said the solution was to fix the problems by working closely with British Airways, the FT report said.
He added no fundamental weakness in the £4.3 billion terminal’s state-of-the-art baggage system had emerged as BAA and British Airways worked together to deal with the backlog, the FT reported.
“I’m very confident that the baggage system is robust and will provide a great service, as will T5 as a whole”, he said.
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