27 May BA IT outage miscellaneous discussions thread
#181
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,176
Come to think of it, I don't remember the last time I saw the media at a terminal at LHR. Anytime I see any major news about airlines based at LHR or incidents going on at Heathrow, all the TV media seem to be outside, away from the airport. I wonder if HAL has banned them? or if they do ask for permission, HAL simply declines them?
So no they haven't been banned. And if they had been they would have stated 'we aren't allowed into the airport'
#182
Join Date: Jul 2002
Location: London
Programs: BA Gold, LH Sen, MUCCI, Junior Jet Club.
Posts: 8,095
Leader column in the Financial Times tomorrow:
https://www.ft.com/content/b9a29928-...9-9f94ee97d996
BA has no good excuse for the chaos at Heathrow
The airline must show that it deserves its privileged position
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 or Gatwick on Saturday, when a computer system crash forced British Airways to cancel all its flights out of London on one of the busiest weekends of the year.
Instead, thousands of passengers were left stranded without information, many of them unable to retrieve their luggage or even leave the terminal. BA staff were conspicuous by their absence. When the airline’s chief executive, Alex Cruz, eventually donned a yellow high-vis jacket to issue an apology posted on Twitter, his message amounted to: “We’re really sorry, but please don’t come to the airport, and please, please don’t try to call customer services.” On Sunday, he offered further apologies, acknowledging many families had endured a “horrible experience”, but Heathrow remained crowded and chaotic, with about a third of BA flights still cancelled.
On the scant information available so far, there appears to be no good excuse for the crippling IT failure. Mr Cruz said there was no evidence of a cyber attack and that the root cause seemed to be a power supply issue — the same reason given by Delta, the US airline, when IT problems forced it to ground planes around the world last summer.
This is an entirely inadequate explanation. Whatever back-up systems BA had in place, they are woefully deficient if they cannot withstand a power cut. No chief executive today can afford to underestimate the threat posed by either cyber attack or more mundane IT glitches. Equally inexcusable, though, was BA’s failure to look after families left in limbo. Those executives responsible for such errors should be held to account. Mr Cruz must be ruthless with subordinates who dropped the ball, but his own management of the crisis should be equally scrutinised.
The GMB trade union was swift to blame the disruption on BA’s decision to outsource some of its IT functions. Given their natural bias, this claim needs substantiation. But BA has been more aggressive than other legacy airlines in cutting costs to compete with low-cost carriers and new challengers on its long-haul routes. It has irked customers by trimming frills, from the flowers in first-class toilets to economy-class leg room. This incident will prompt questions as to whether it is also scrimping on essentials.
If so, it will be entirely self-defeating. BA has two big advantages over its rivals. One is its brand. There is an enduring perception that the former flag carrier offers higher standards, better customer service and is intrinsically more trustworthy than the low-cost upstarts. This perception will not survive many more such debacles.
BA’s other huge asset, though, is its dominant position at Heathrow, a hub for the most lucrative long-haul routes used by business travellers, where it holds more than 50 per cent of take-off and landing slots. This is partly due to astute dealmaking: BA gained new slots as a result of its parent IAG’s takeovers of BMI and Aer Lingus. But it is largely a legacy of its days as a flag carrier: BA has “grandfathered” rights to its existing slots and can keep them so long as it uses them. Although slot trading is allowed, the severe capacity constraints at Heathrow mean that very few new slots are made available.
Under the current regulatory regime, this makes BA’s advantage a formidable one. It is increasingly questionable whether the airline deserves its privileged position.
The airline must show that it deserves its privileged position
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 or Gatwick on Saturday, when a computer system crash forced British Airways to cancel all its flights out of London on one of the busiest weekends of the year.
Instead, thousands of passengers were left stranded without information, many of them unable to retrieve their luggage or even leave the terminal. BA staff were conspicuous by their absence. When the airline’s chief executive, Alex Cruz, eventually donned a yellow high-vis jacket to issue an apology posted on Twitter, his message amounted to: “We’re really sorry, but please don’t come to the airport, and please, please don’t try to call customer services.” On Sunday, he offered further apologies, acknowledging many families had endured a “horrible experience”, but Heathrow remained crowded and chaotic, with about a third of BA flights still cancelled.
On the scant information available so far, there appears to be no good excuse for the crippling IT failure. Mr Cruz said there was no evidence of a cyber attack and that the root cause seemed to be a power supply issue — the same reason given by Delta, the US airline, when IT problems forced it to ground planes around the world last summer.
This is an entirely inadequate explanation. Whatever back-up systems BA had in place, they are woefully deficient if they cannot withstand a power cut. No chief executive today can afford to underestimate the threat posed by either cyber attack or more mundane IT glitches. Equally inexcusable, though, was BA’s failure to look after families left in limbo. Those executives responsible for such errors should be held to account. Mr Cruz must be ruthless with subordinates who dropped the ball, but his own management of the crisis should be equally scrutinised.
The GMB trade union was swift to blame the disruption on BA’s decision to outsource some of its IT functions. Given their natural bias, this claim needs substantiation. But BA has been more aggressive than other legacy airlines in cutting costs to compete with low-cost carriers and new challengers on its long-haul routes. It has irked customers by trimming frills, from the flowers in first-class toilets to economy-class leg room. This incident will prompt questions as to whether it is also scrimping on essentials.
If so, it will be entirely self-defeating. BA has two big advantages over its rivals. One is its brand. There is an enduring perception that the former flag carrier offers higher standards, better customer service and is intrinsically more trustworthy than the low-cost upstarts. This perception will not survive many more such debacles.
BA’s other huge asset, though, is its dominant position at Heathrow, a hub for the most lucrative long-haul routes used by business travellers, where it holds more than 50 per cent of take-off and landing slots. This is partly due to astute dealmaking: BA gained new slots as a result of its parent IAG’s takeovers of BMI and Aer Lingus. But it is largely a legacy of its days as a flag carrier: BA has “grandfathered” rights to its existing slots and can keep them so long as it uses them. Although slot trading is allowed, the severe capacity constraints at Heathrow mean that very few new slots are made available.
Under the current regulatory regime, this makes BA’s advantage a formidable one. It is increasingly questionable whether the airline deserves its privileged position.
https://www.ft.com/content/b9a29928-...9-9f94ee97d996
#185
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,140
Very measured by the real FT, although the "flower in the First toilet" could be dropped ... there are many more meaningful topics to comment on. The flower tends to trivialise more serious pax concerns, such as legroom and BoB (if you can get any).
However, with the Election looming this story will quickly become 'chip wrappers' for the public. On that premise, Cruz will survive to drive his damaged ship onto some more rocks.
However, with the Election looming this story will quickly become 'chip wrappers' for the public. On that premise, Cruz will survive to drive his damaged ship onto some more rocks.
#186
Join Date: Jun 2008
Programs: Various memberships
Posts: 532
Except the BBC are reporting from within the airport site - see post above by The Banking Scot - just not outside the terminal. They (and other media) have clearly been inside T5 just not broadcasting from T5.
So no they haven't been banned. And if they had been they would have stated 'we aren't allowed into the airport'
So no they haven't been banned. And if they had been they would have stated 'we aren't allowed into the airport'
#187
Join Date: Jun 2013
Location: UK
Programs: BA GGL, BA Amex Prem, Amex Plat, Hilton Diamond, Sir Crazy8534 de l'ordres des aides de Pucci
Posts: 4,436
Leader column in the Financial Times tomorrow:
https://www.ft.com/content/b9a29928-...9-9f94ee97d996
https://www.ft.com/content/b9a29928-...9-9f94ee97d996
Thanks for sharing, BahrainLad.
#188
Join Date: May 2016
Location: London/Frankfurt
Programs: BAEC Gold, Hyatt Gold
Posts: 181
I'm afraid @TB191 has it:
Does anyone remember the French ATC strikes this time last year? Similarly the security alerts and shutdowns of the RER etc.
On a side note - fantastic work done by the moderators, ambassadors and people on the inside organising these threads and keeping others informed during what should have been a weekend for them. Three cheers.
this story will quickly become 'chip wrappers'
On a side note - fantastic work done by the moderators, ambassadors and people on the inside organising these threads and keeping others informed during what should have been a weekend for them. Three cheers.
#190
Join Date: Sep 2014
Location: Brexile in ADB
Programs: BA, TK, HHonours, Le Club, Best Western Rewards
Posts: 7,067
They also quoting a source that states that BA is liable for EU261. I hope everyone who has been delayed puts in a application.
#191
Suspended
Join Date: Jul 2013
Location: UK
Programs: BAEC GGL, HH DIAMOND, AVIS Presidents Club, Karahi Express
Posts: 1,229
Next cost cut .... Alex Cruz makes the Media and Communications head of department redundant. As clearly they refused BBC requests for an interview.
The list of heads to roll at BA Executive Management grows.
Thumbs up up to the staff that have been helpful.
Clear lack of senior management.
Maybe a complaint is due to Ofcom for BBC inadequate and repeated coverage.
#192
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,736
Media are not being allowed into T5, though that's not stopping the Youtube Citizen Journalists. Standard practice in this situation. This has happened before (e.g. when FLY went down, one the Snowmaggedon days). In the end HAL + BA allowed cameras into the building since the Youtube efforts were giving a particular slant and not subject to any attempt to give a balanced perspective.
#193
Join Date: Jun 2008
Programs: Various memberships
Posts: 532
And BBC has been repeating footage from earlier in day throughout evening. BBC has not been at T5. And is this reporting on old news. Again this is shocking behaviour of BBC.
Next cost cut .... Alex Cruz makes the Media and Communications head of department redundant. As clearly they refused BBC requests for an interview.
The list of heads to roll at BA Executive Management grows.
Thumbs up up to the staff that have been helpful.
Clear lack of senior management.
Maybe a complaint is due to Ofcom for BBC inadequate and repeated coverage.
Next cost cut .... Alex Cruz makes the Media and Communications head of department redundant. As clearly they refused BBC requests for an interview.
The list of heads to roll at BA Executive Management grows.
Thumbs up up to the staff that have been helpful.
Clear lack of senior management.
Maybe a complaint is due to Ofcom for BBC inadequate and repeated coverage.
If a news crew started to film inside T5 without permission they would be asked to leave immediately. If they refused they could be arrested.
#194
Suspended
Join Date: Jul 2013
Location: UK
Programs: BAEC GGL, HH DIAMOND, AVIS Presidents Club, Karahi Express
Posts: 1,229
#195
Join Date: Jun 2008
Programs: Various memberships
Posts: 532
You said "BBC has not been at T5".
You are aware of the areas that are Heathrow i.e. private property and the areas that are not?
There are well established media protocols for covering Heathrow which include locations crews are allowed to set-up (approved by the police) and for other reasons such as which way the satellite uplink signals (assuming they are not using fibre or bonded cellular) get pointed. Again strict rules about these kind of signals around airports.
Just before you ask, no I don't work for the BBC but have worked for their competitors in the past.
You are aware of the areas that are Heathrow i.e. private property and the areas that are not?
There are well established media protocols for covering Heathrow which include locations crews are allowed to set-up (approved by the police) and for other reasons such as which way the satellite uplink signals (assuming they are not using fibre or bonded cellular) get pointed. Again strict rules about these kind of signals around airports.
Just before you ask, no I don't work for the BBC but have worked for their competitors in the past.