To err is Terminal 5

I write this entry as a South African. I say that because we’re extremely hard on ourselves on this end of the planet. We often compare ourselves to the resources, experience and might of the ‘developed world’ when we open our world class attractions. And when things don’t work the way they’ve been billed to, we simply blame our ‘African-ess’ on our inability to deliver to the standards and levels that were expected.

This week British Airways opened Terminal 5. Since the opening it’s been on the news, flighted as the greatest travel achievement the world has ever seen.

You can imagine my amusement at the e-mail I got from our travel agent this afternoon. Even with truck loads of cash, and wheelbarrows of experience, getting it right isn’t as easy as one imagines. It doesn’t matter who you are or where you come from : )

“Heathrow Terminal 5 flights disrupted

Summary
We are experiencing significant disruption to flights departing from Heathrow Terminal 5 due to problems associated with processing customers’ hold baggage.

Flights from other Heathrow terminals are operating normally and customers flying from other terminals should check in as usual.

More information
We are extremely sorry for the inconvenience this has caused our customers.

Customers affected by the disruption can rebook to fly on a different date or obtain a refund.

If your flight is cancelled between 27 March and 30 March

You can rebook to the same destination within the original validity of your ticket.
or
You can rebook to the nearest city to your original destination within 3 days of your original departure. Onward travel from this city to your original destination will be at your expense.
or
You can receive a full refund to your original form of payment.
If you are transferring through Terminal 5 on Friday 28 March

If you are transferring through Terminal 5 on Friday 28 March 2008, on a flight that is operating but wish to travel at a later date the following option is available to you:

You can rebook onto a flight to the same destination within 14 days of your original departure date providing it is within the original validity of your ticket.

Some customers may be able to make changes to their booking on ba.com

Alternatively, they can call the airline in the UK on 0800 727800.

If you have booked directly with British Airways you may be able to obtain a refund through ba.com, once you have received notification from British Airways that your flight or flights have been cancelled.

Customers who are at the airport and who are unable to travel can rebook at the airport customer service desk or by speaking to one of our volunteers in the terminal who will be able to assist them.

Customers are advised to check the status of their flight before they leave for the airport.

To access our real time flight arrival and departure information please click here.

It is extremely disappointing that this should happen on the first day of our operations from Terminal 5.

The move to Terminal 5 is one of the biggest and most complex airport moves ever undertaken. We are working hard, together with airport operator, BAA to resolve the issue as quickly as possible.”

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