Reply To: British Airways Global System Outage

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Although the actual power outage and how it came to be is essential to know the biggest criticism has to go to the manner in which BA handled the crisis.

I read all the papers the day after and while of course the Daily Mail was calling for someones head even the more ‘balanced’ journals were extremely critical of BA in the handling of it. Even the FT was scathing of BA’s actions (or inaction).The editorial column summed it up perfectly for me in their ‘BA has no good excuse for chaos at Heathrow’ piece.
people can be remarkably tolerant of long travel delays when they are clearly unavoidable, clearly communicated and accompanied by practical efforts to limit the inconvenience and help those affected make alternative plans. None of these mitigating features was in evidence at Heathrow…. ‘

The staff employed at T5 would have been little help. Gone are the days when staff would be fully trained in ticketing and most would have probably been long enough to have at least witnessed one ‘crisis’. The poor ground staff these days are given the most basic of training – recruited in their late teens or early 20’s and essentially given tasks like helping people struggling with the self service check in kiosks or ‘crowd combing’.

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