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Terminal 5 chaos - what now?

Last post 22 Jun 2008 1:55 PM by Clairee. 18 replies.
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  • 31 Mar 2008 9:05 AM

    Terminal 5 chaos - what now?

    The chaos at Heathrow's newly opened Terminal 5 was so bad that British Airways has postponed a multi-million pound ad campaign it was going to launch this week until later in the year.

    The campaign -- created by Bartle Bogle Hegarty -- has yet to be seen. Journalists were going to get a sneak preview this Wednesday but amid the acres of bad press and first hand accounts of passenger misery, the press briefing has been cancelled.

    Should BBH tweak the unseen campaign to take last week's events into account and will Terminal 5 ever recover from the negative PR? Did you travel from Terminal 5 last week? Let us know.

  • 31 Mar 2008 9:18 AM

    RE: Terminal 5 chaos - what now?

    Yesterday in the Sunday Times, the business section- obviously too late to cancel- was a colour double half page spread from BAA. From here you can see tomorrow or some such was the copy line.From here you can see tomorrow.... will be as bad as today?   Or.. from here you can see the board being handed even bigger bonuses? From here you can see.... Willie Walsh boarding an Air New Zealand flight to Vanuatu?  Its theme was that there were lots of shops and cafes while you wait. That is a very good prediction- you have to wait and wait and wait: they already knew it was buggered. Why should you wait in an airport? You turn up in the minimum time, you get on the plane, you leave (with your luggage). What part of that do BAA not understand? Are people so thick they actually swarm to airports hours ahead of time so they can drink Costa coffee at higher prices than their high streets? That they can buy Dior and Chanel for more than Allders sell in Croydon?  What now?   Move to Botswana. Romania. Anywhere that isn't run by sheep. BA-BAA!
  • 31 Mar 2008 2:28 PM

    RE: Terminal 5 chaos - what now?

    The depth of feeling against T5 is so strong now they must need to seriously rethink their approach in the T5/BBH ad campaign. Everyone seems to know someone who travelled through the terminal last week. If the TV spot is bright and uplifting and let's face it it's not going to be anything but that at the very least, it will come across as badly misjudged. Maybe they will wait until the new year before doing any serious promotion. On the PR side of things, BAA seem to have got off lightly on this one. BA seem to be taking all the flak. Surely BAA is also partly responsible for this fiasco?
  • 01 Apr 2008 3:38 AM

    RE: Terminal 5 chaos - what now?

    Heathrow has always been a disaster. I am flying over in two weeks for my "boozer" conference. Fortunately, I will be on United, so will not arrive at T5. As for the "Duty Free" it's a joke. I can buy booze and fags in the US for half the price of the "bargains" at Heathrow. You can even buy them cheaper on the plane. Why do people shop in the duty free?

    Cheers/George

  • 01 Apr 2008 9:26 AM

    RE: Terminal 5 chaos - what now?

    Now maybe the fact that I have not been on that many long haul flights makes me a bad judge, but since when has it been useful that an airport double up as a shopping centre.

    I fly, regularly, and only once have I bought something from an airport shop. I had stepped on my earphones and instead of enduring 3hours of pain and tssstt zzzttt I got some new ones. To me this makes logical sense, as does a bookshop. Oh and maybe a little shop where you can buy a croissant and coffee.

    This has been cause for one of the biggest arguments that I had with my ex, she deeming that now a days an airport must have a shopping centre attached (sorry to be cliché but the arguments for really were, what else can you do in an airport whilst you wait but shop) but I think that the  really important word there is attached. If BAA had spent as much time conceiving the actual airport (the bit that's used for travel) as the "shopping experience" this whole debacle would not be happening. 

    And, food for thought, if BAA had done the best job in the world at creating a world class airport would there even be need for shops.Should an airport really become a destination and not a port of entry to another destination. 

  • 01 Apr 2008 10:11 AM

    RE: Terminal 5 chaos - what now?

    I agree Ross. Having heard a first hand personal account from someone who had a torrid time flying in and out of T5 over the weekend, the feeling seems to be they have spent all their time and energy trying to work out how best to fleece the passenges with an array of expensive and misconceived shops. Apparently Gordon Ramsay's new T5 restaurant Plane Food epitomises the experience. The food is so bad it will never tempt first class and business class travellers away from their lounges, while also being so over-priced that budget and economy class travellers -- the very people it is aimed at -- cannot afford to eat there.
  • 01 Apr 2008 2:32 PM

    RE: Terminal 5 chaos - what now?

    Today the customer experience is the brand.  Given what has happened to date there is no point BA running any marketing campaigns until and unless BA/BAA sort out the T5 debacle.  And yes it is clear that T5 has not been designed for the people who are actually flying, it has been designed to benefit BAA.  Most travellers, especially business travellers (BA's target market) want to arrive at the airport, get on to the plane asap, for the plane to leave on time, courteous helpful staff on board the plane, for the plane to land on time and easy to pick up the baggage and be on your way to the end destination. Where in here does a mega-shopping mall fit in? 

    As for the BA marketing campaign, it is perhaps time to get that in today's world the brand is the customer experience.  So BA need to sort out the customer experience before they run any  marketing campaigns.  An interesting thought - if the customer experience is sorted out then does BA actually need to do any traditional brand advertising?  Or should BA enable/encourage its customers to share their positive experiences and thus entice others to fly BA?  

  • 01 Apr 2008 9:58 PM

    RE: Terminal 5 chaos - what now?

    For a long time, I have observed something peculiar about the world. Airports are like their countries. They are a microcosm of their nation in miniature with all the foibles and benefits, the good and the bad. Take Singapore. Simple, impressive, super efficient.The passport control sees you within 5 minutes of landing, by the time you have spent two minutes getting the stamps (or just scanned if you have the permit), your bag is already in front of you, on the way to the taxis, in a straight line. In over 20 years of visiting the island republic, I have never waited more than 10 minutes for a bag (at Heathrow, by comparison, my record is 2 and three quarter hours)- Taxis: there will always be a couple of hundred waiting for you. But now there is the MRT, (railway)as well as the aircon bus which will take you downtown for 40 pence.

    And that's how Singapore is: it's fast, efficient, big, modern, clean. A breath of fresh air.

    And when you arrive on the East coast parkway and get your first view of the financial centre skyscrapers, it's a wow sight. Your meetings the next day will be all faultless. You will get your business done, quickly, inexpensively and bloody well. Your commercial will be shot, processed, graded, edited, recorded, done and dusted within 4 days for the price of the shoot sandwiches in London. 

    Australia is a fortess whether you arrive in Perth, Melbourne or Sydney. But it's well designed, clean and new. The people are firm but friendly. It's a very long and slow immigration queue, then the customs service is very strict about wood, food and mud. Your journey thereafter will be variable past miles of billboards, Hungry Jacks (what Burger King are called in Oz) pool centres ( places where you can buy a pool), and hundreds of traffic lights as you re-enter the city proper. The drive from Singapore doesn't have any. Not until you get off the freeway.

    Indonesia started off with very good intentions, but now has very quickly become dirty and mired with booths, lockup shops, giant ashtrays, a mess of a road system. You have to frequently use "irregular payments"  to get through passport and customs, unless you have paid for the meet and greet service which speeds you through both. The Japanese always use it. That's a sign of things to come. The country runs on bakshish. There are triplicates, quadruplicates of every type of form, stamp, permit, licence. There is an airport tax and an exit tax, which has to be paid in cash. No exceptions. So that's Indonesia. Charming as they shake you down.

    Now what about Britain? It's a mess. It's dilapidated. There's gaffer tape to cover the holes in the carpet (outside Garfunkels T3) on the passageway to the toilets. The car park is a mess.

    And expensive. You know the rest. For non-EU passport holders the queue is an hour at best, sometimes two over hours, then when you come out, your bags are STILL not there. So Britain is a mess. The roads to the airports are a mess. Unless you are a VIP and you come out of the VIP Hillingdon suite. Then your driver can pick up up- then you have to endure the same clogged M4 to town. So it's dirty, badly run, but everyone believes it to be wonderful.

    T3 is where most international flights arrive now and will continue to arrive for the next forseeable future. It is pathetic. The meeting area looks and behaves like Jakarta's- hundreds of taxi service staff waving placards saying "Mr Yamamoto" There are no seats with a view of the emerging people- through the rear of the duty free shop- a disgrace and a shambles. And that's the country- it puts up with so much crap in the everyday running of things, you forget how much better other countries have it. As some of my friends say "It may not be much, but it's British".

    Please add the countries you know.

  • 01 Apr 2008 11:55 PM

    RE: Terminal 5 chaos - what now?

    I heard from one of the ex M&C BA team that they knew this was going to happen. Blame cut backs. That's what you get when people are more interested in saving money than looking after customers.
  • 03 Apr 2008 12:06 AM

    RE: Terminal 5 chaos - what now?

    I fly all the time, and was really looking forward to Terminal 5. And what a disappointment.

    We pulled up to one of the gates on the island which is separate from the main terminal: there was no jet bridge to meet us. The pilot apologised and said he'd phoned someone's mobile phone in the terminal and they'd promised to sort it out.

    To get to the luggage hall took about six enormous escalators and a shuttle train, a ten minute journey through dull grey halls, on ghastly "nougat" marble tiles like you get in crap hotels in Greece, with no view of anything but the walls. 

    The luggage hall is enormous - but drab. The same grey walls and nougat floor tiles you get everywhere in Heathrow. By now I was feeling at home.

    I managed to escape (with my bag) in less than half an hour but was completely underwhelmed by the architecture - and particularly the decor. It is an ugly terminal inside. I saw nothing of the magnificent glass roof (maybe you see it going the other way?) and was left thinking how much nicer it could have been: certainly Milan's new terminal buildings are in another league.

    :( 

  • 03 Apr 2008 9:50 PM

    RE: Terminal 5 chaos - what now?

    Now that I live in the US, I always arrive at Heathrow, terminal 3. Every time I get there, the place looks more beat to shit than the last time. You have to walk MILES to the gates... The moving walkways are always broken, with yellow bloody tape blocking everything. Everyone is really rude and pissed off. As I said in a previous post, the duty free shops are twice as expensive as booze and fags cost in the US. And as other posters have commented... Why is everything in Britain now so fucking dirty? Not to mention outrageously expensive. It's so sad to see crap, plastic bags and styrofoam burger boxes everywhere. Can you imagine the chaos when the Olympics happen in 2012. Un-fucking-believable. It's a shame.

    Cheers/George

  • 04 Apr 2008 9:31 AM

    RE: Terminal 5 chaos - what now?

    Completely agree George.
  • 07 Apr 2008 12:25 PM

    RE: Terminal 5 chaos - what now?

    Which brings us round to the obvious question: should we pull out of the London Olympics NOW with good grace saying we're not up to it? Back out now before the wedding- we should never have planned to get married- rather than waiting up to the last minute, then find all the compounded problems of not finishing any project to time or budget AND all the airport nonsense. You know for sure even if they fix the baggage problem there'll be "industrial action" by the staff. You know that for sure,because it coincides with the summer holidays, and EVERY summer or winter holiday there is trouble at Heathrow.

    Sydney is up and running. It is empty. It is wonderful. Everything has been built. So is Athens.

  • 07 Apr 2008 9:54 PM

    RE: Terminal 5 chaos - what now?

    Nic...

    Good idea. Problem is, Tony will be very, very pissed. He may even have to take time out from all his other multi million pound jobs to come after you and give you a stiff bollocking. On the other hand, why not just do everything in the Millenium Dome... Is it still empty? Scale it down a bit... You know Aussie Midget Bowling, skittle, darts and competitive drinking. Just make sure everyone coming from overseas only travels with hand luggage.

    Cheers/George

  • 08 Apr 2008 10:18 AM

    RE: Terminal 5 chaos - what now?

    George - the dome is no longer empty. it has been turned into an entertainment venue with a 25,000-seat arena in the middle, encircled by a cinema, pubs, bars, restaurants, exhibition space etc around it. it's actually surprisingly good, not the disaster i expected it to be.
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