Two men and a brush apparently equates to BAA’s £6m investment in snow clearing equipment.
What is utterly unforgivable about both BA and BAA are that they are supposed to be in a ‘service industry’, that means that their focus is on the customer. Yet hundreds are dossing down on floors at Heathrow again without blankets, facilities and worst of all information.
Three years ago I was flying to the States, my youngest son was in Scotland flying down to meet us at Heathrow from Glasgow. There was a bit of fog, having got ourselves into a hotel at Heathrow, the first indication was a text from BA informing us a 9pm that my sons flight had been cancelled and ‘sorry for the inconvenience’, after that it was radio silence from BA, their lines were then engaged for the next six hours.
Having got to Glasgow, with a promise from BA that he would be put on an airline that was still flying, no BA staff turned up until ten minutes before projected boarding time. It was only through the intervention of a member of staff from another airline who physically ushered him onto another flight that he made it to Heathrow. Then as we we were boarding the flight to Dulles, it became apparent that whilst BA had effectively abandoned him in Glasgow at 9pm the previous evening, they had managed to sell his seat to another passenger in the meantime, ‘because he had not travelled on the flight that was cancelled’. Before I blew my top, he was upgraded to business class at the aircraft door.
Since then I have had a completely jaudiced view about BA and their ability to manage anything.
The shambles at our airports reflects pretty much the low standard of expectation we now have from anybody involved in ‘management’ in the UK. Clearly there was no contingency plan, a simple telephone contact to stop people arriving at Heathrow would be a start. First Direct Bank have a hugely efficient and friendly bank of telephone advisers, there is never more than a few minutes delay. BA should get some of their managers to learn from other organisations who can do it right. Once there it is not beyond the wit of man to get food, water and blankets for those that are stranded.
Meanwhile in La La Land the Unions involved BA/BAA are planning a wave of strikes in support of ‘public services’ with the help of Ed Miliband. I am still baffled by their definition of public services because it appears not to include serving the public.