BA boss 'won't resign' over flight chaos

Ivan Schwartz
June 2, 2017

Last September, a computer network failure brought down British Airways' check-in system, causing worldwide service delays, while earlier this month London Gatwick airport reported problems with its baggage-sorting system.

On customer review site Skytrax, BA had a score of 5/10, with many reviewers saying they feel the airline's economy class on short-haul is now no better than a budget carrier.

The airline is now close to full operational capacity after the problems resulted in mass flight cancellations at Heathrow and Gatwick over the bank holiday weekend.

He "apologised profusely" to travelers, saying: "We know customers have been having a disgusting time. We're not there yet, but we are doing our very best to sort things out for you".

Cruz told Sky News Monday the problem started at 9:30 Saturday morning when "there was indeed a power surge that had a catastrophic effect over some communications hardware which eventually affected all the messaging across our systems".

Some passengers also accused BA of profiting from their misery by charging a premium rate number for a claims hotline, although the airline said they were able to use an alternative 0800 freephone number. "Customers should not travel to the airport unless they have already rebooked onto another flight". "She then said she would call the police".

Ashley Tracey, who was trying to get to Mumbai for her friend's wedding, said she had been queuing to rebook her flight for six hours.

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"We helped her up and she said 'I'm just so exhausted, ' " Page said. Delta Air Lines Inc cancelled thousands of flights and delayed many others last August after an outage hit its computer systems.

Numerous people might have left the airline when the majority of the IT operations were outsourced to India.

This weekend's outage could cost British Airways £82 million, according to Goodbody Stockbrokers, which estimates that about 1,200 flights were affected and that 171,000 passengers qualify for damages. BA did not say exactly how many flights were impacted. But that was unlikely to placate many passengers, as Monday was the end of a long holiday weekend.

"This is a PR nightmare and a huge inconvenience for passengers, but the market nearly doesn't care about events like this, it's likely it will be treated as one off", Furlong said.

Passengers, some of whom had spent the night at London's Heathrow Airport, faced frustrating waits to learn if and when they could fly out.

In a statement, the airline said that "Our terminals at Heathrow are still expected to be congested so we ask that you do not to come to the airport unless you have a confirmed booking for today and know that your flight is operating".

On Saturday passengers described "chaotic" scenes at the airports, with some criticising BA for a lack of information.

Other reports by GizPress

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