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Bad weather disruption - UK/AMS/NW Europe - 10 & 11 December 2017

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Old Dec 11, 2017, 3:39 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: corporate-wage-slave
BA current newsflash here / London Cancellation list for Tuesday here
Rebooking policy for operating flights on Monday and Tuesday here / EC261 main thread here
ba.com/helpme one stop shop on BA.com giving lots of advice and pointers to where to claim expenses.
For EC261, delay/cancellation compensation is not payable for this event but BA is still liable for the Regulation's “Right to care” provisions. Refreshments can be claimed after 2 hours of delay departing (3 hours for flights longer than LHR-Rome, 4 hours for longhaul), £200 guideline for hotels - OK to book your own and charge back. £50 guideline for taxis. Meals, drinks and communication costs are also covered. Keep / photo receipts. If on a Buy on Board aircraft, use Avios to buy items - it will be faster to refund. For missing baggage, it's OK to claim essential items, such as clothing, toiletries. Keep / photo the receipts.
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Bad weather disruption - UK/AMS/NW Europe - 10 & 11 December 2017

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Old Dec 10, 2017, 3:33 pm
  #301  
 
Join Date: Nov 2011
Location: LHR Air Traffic Control
Programs: BAEC Silver
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I’m in New York on holiday (got out of LHR yesterday!) so this won’t be the most detailed of posts.

De-icing of aircraft prior to departure is the airline’s responsibility. Unfortunately, there are many companies that offer such services at LHR, and so there is no central control of all the aircraft de-icing resources. However this is something HAL are working on. Varying levels of SLAs between the companies and airlines mean that sometimes a crew will be called away from de-icing one aircraft from airline A to de-ice and aircraft from airline B because they offer B the gold service and A only the silver service. By the time they are finished with B, they need to start again from scratch on A.

There are remote de-icing areas for aircraft, as KARFA has pointed out, and these are used. No, there is not enough space for permanent de-icing pads at the moment, without a significant impact on operations the other 360 days of the year.

Anti-icing and De-icing of runways and taxiways is HAL’s responsibility. They have all the equipment, and personnel, that you’d expect. However, and this is where LHR is unique, there is no way any Airport that is scheduled to 99.5% capacity can cope with one runway being closed for 20 minutes for snow clearing, before closing the other one for 20mins. LHR is so space constrained the issue very quickly becomes where to locate all the snow you have cleared off the runway and taxiway. It can’t be left by the side of the runway, as it would very soon create an obstacle for the engines and wings of aircraft.

Comparisons are often made to other airports that cope much better. Yes. Of course they do. They don’t have 0.5% spare capacity, and most likely have far more snow days over a far longer period. Airlines don’t want HAL to keep trained, qualified teams of people just waiting for that phone call without having other jobs at the airport. Hundreds of people employed just on the chance that there might be snow at LHR? No chance. That’s what happens at airports like Calgary, Toronto and in Scandinavia, the workers who during the summer maintain the airport’s taxiways and lighting systems and perform myriad other activities, can’t do that work in the winter, and so the airport has a ready pool of trained manpower, and they all know that there will be snow/ice conditions from late October to February every year.
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Old Dec 10, 2017, 3:35 pm
  #302  
 
Join Date: Jul 2012
Posts: 2,237
Now, the question is how to submit a Golden Ticket to c-w-s...
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Old Dec 10, 2017, 3:36 pm
  #303  
 
Join Date: Feb 2005
Location: London
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Was on the BA 293 to Washington. Cancelled a couple of hours after the plane has been boarded and luggage all loaded. All ready to go. No snow since the afternnon. Rolling dealys and then cancelled.

Why cancel a flight that is ready to go? The runway is clear, weather is fine.
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Old Dec 10, 2017, 3:38 pm
  #304  
 
Join Date: Dec 2009
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Originally Posted by corporate-wage-slave
They can, but in the context of the Hanover and Zurich destinations IB and EI likely to be the only other vaguely sensible option. Their one saving grace is the supporting rail network in Europe (e.g. HAM then the train).
Ah, good to know my belief is correct.

Irish options via DUB seem applicable to Woody12354 whose friend was trying to get from New York to Scotland.

To Germanic Europe, things are more as you say above.

​​​​​The reception desk of my hotel in Amsterdam was thronged with people returning from the airport with fresh reservations, unable to fly out today. Rebooking lines in AMS airport were not short either, tensabarrier and queue marshals had been deployed. I continue to think that anyone wanting to go or from AMS tomorrow morning will not have a smooth ride; the entire city is not handling its snow well. If you can delay a trip to AMS, do so.

Last edited by flatlander; Dec 10, 2017 at 3:43 pm Reason: delay advice applies to AMS only
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Old Dec 10, 2017, 3:38 pm
  #305  
 
Join Date: Dec 2004
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Couldn't check in online. Flight showing as delayed. Went to T5 - flight cancelled and got back home. Too few agents at T5. Long queues. Signs asking to call helpdesk but no answer there. Web site says using MMB will be quicker but there is no option to rebook on MMB. The trip was not essential, and knowing how the airline has become, I've just given up on the trip. I know they run their ops on a shoestring just don't have the resources to deal with something like this.

Yes, the canx are initially weather, but one has to wonder why all these eve flights got cancelled so late and of course they avoiding their statutory responsibilities of promptly assisting their passengers which include booking on other carriers. Luckily for me I could just go straight back home. I sympathise to anyone caught up in this particularly if connecting at LHR.

There'll be other days with 1 inch of snow in the next 90 days. How many flights will BA cancel this winter? Buy shares of videoconferencing equipment and operators.
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Old Dec 10, 2017, 3:38 pm
  #306  
 
Join Date: Jan 2009
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Originally Posted by Tobias-UK


Your frustration is understandable but there are tens of thousands of people in the same position, all trying to reorganise their travel plans. You are receiving advice on your QR flights in the topic you have started in this forum.
Absolutely did not mean to suggest otherwise. But that I am having to resort to pick brains of fellow travellers (which I am grateful for) rather than being able to speak to anyone at BA is the root of the problem. I really felt sorry for the staff on the front line tonight - they seemed abandoned by management and were not even using e.g. the tannoy system to make rudimentary announcements (at least in T3). Also have yet to receive any notification by email or SMS of the cancellation. The fact that tens of thousands are in the same position makes the communication faux pas all the worse.
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Old Dec 10, 2017, 3:44 pm
  #307  
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Just to add to the diversion list, NCL - which had all of its afternoon departures to LHR cancelled - has nevertheless received BA's services from:
BA895 KEF
BA799 HEL
BA903 FRA (a 767 which arrived 8 hours after its scheduled departure)
BA641 ATH
Not sure how they are going to deal with this tomorrow, but 4 of BA's 7 NCL-LHR scheduled services have been cancelled, though one looks like the slot sitting service.
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Old Dec 10, 2017, 3:48 pm
  #308  
 
Join Date: Dec 2014
Location: Greenock Scotland
Programs: BA Bronze!! Hilton Gold
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My friend got through and has been rebooked tomorrow night JFK to GTW

good outcome
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Old Dec 10, 2017, 3:50 pm
  #309  
 
Join Date: Dec 2015
Location: London - SW4
Programs: BA Gold
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When I search my flight (BA 891 - SOF-LHR) for tomorrow 11 Dec two are listed - mine on time and what appears to be today's (10 Dec) as cancelled. Does this mean that they're just pushing back the one from 10 December or that I should have something to worry about? On a separate LHR-IAD on 13 Dec so need to get home to London soon... thanks for any insights.
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Old Dec 10, 2017, 3:53 pm
  #310  
 
Join Date: Sep 2015
Programs: LH SEN; BA Gold
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I must say that the IRROPS was appalling. Per a family member queuing towards the front of the service desks at T3: She waited more than 2 hours (while ringing the BAEC line at the same time). Two armed cops (summoned by BA made their way to the front of the line so that a BA employee could - with the help of a megaphone - tell the waiting crowds that the service desk had closed and that the crowds should head home. Apparently (again, per the reports of that family member), that BA employee was so scared that the megaphone merely amplified his voice to the level a grown man would speak loudly (though without screaming)*.

I picked her up from LHR and dropped her off at a hotel in central London (since the guestroom is already taken) and she's yet to be told what is going to happen. I already cheered her up by saying that all the BA flights tomorrow are already fully booked. And all of that for a bit of slush (There was really much snow). Right now I'm seriously contemplating on telling her to ask for compensation as well and let BA explain why the flight initially delayed to 7pm had to be cancelled since it last snowed around 3pm.

*In case you're wondering: Yes, the megaphone was working. When the cop used it, his voice could be heard wide and far despite the commotion.
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Old Dec 10, 2017, 3:53 pm
  #311  
 
Join Date: Sep 2012
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Well I wish I had been able to access some of this excellent information when I was stuck in LHR earlier this afternoon unsure what was happening with my short hop to EDI. Unfortunately both the lounge wifi and my mobile wifi were struggling to do anything useful. As a result of that, a lack of information inside the terminal on what was actually cancelled and appalling management of the queues to get out I'm stuck in London for another night when I could have been on a train.

Weather issues happen and I was aware today that I might suffer some delay. When I arrived at 13.00 for the 15.05 flight, there were a handful of cancellations, a lot of 90 minute delays, and departures still taking place. The 15.05 LHR-EDI was reported first to be on time, then to have a 20-minute delay. But this was only if you asked at a desk - the screens were indicating an on-time departure for this flight, though not for many others. Once I realised that the information we were getting was likely to be missing something I decided to abandon the flight and attempt to get to Kings Cross for a train, since these seemed to be running OK. But first I needed confirmation that my flight was cancelled, and then a way of getting out of airside. The first took 30 minutes of queuing in the First Lounge. The second took 90 minutes of queuing at gate A7. The most frustrating part of this was that this was the part that HAL should have well-rehearsed processes for but didn't appear to. Weather events and other problems happen. I don't blame people for that. But we know that when they do happen, one consequence is that you have to get a lot of people out from airside, and you need processes for it. Instead A7 (which was handling those on domestic flights, as opposed to 18/19 on international flights and A20 for Dublin) had 2 agents dealing with a queue of hundreds of people with a 3rd occasionally dealing with those in distress, with small children, the infirm, etc who were being pulled out of the queue. (That at least was good, although it was very hit-and-miss who got pulled out.) All the messages we had were that rebooking, etc, was to be done once you had got out of A7. Instead most people seemed to be engaged in long conversations with the 2 staff as they passed through. Eventually a member of staff did what many of us in the queue had asked for, and requested that everyone who didn't want a conversation with a gate agent come over to join another queue. I did as did many others and we were out in seconds. Had they done this much earlier the queue would have been much shorter, tempers would have been calmer and many of us would have been able to get other options to NCL, EDI, GLA, LBA and MAN at least. As it was it was getting close for me making the 1900 from Kings Cross and in the event I missed it by 5 minutes. I had started my attempt to leave the airport at 15.10.

I gather from other reports that this problem - huge queues to leave, even for those on domestic flights - isn't a new one so it doesn't fill me with hope that anyone will try to fix it for future events.
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Old Dec 10, 2017, 3:57 pm
  #312  
 
Join Date: Feb 2016
Location: CONUS
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Posts: 6
Originally Posted by Woody12354
My friend got through and has been rebooked tomorrow night JFK to GTW

good outcome
How long were they on hold / attempting to get thru? Just curious about how bad this is going to be, their phone queue doesn't give the estimated wait time like AA or most modern CS phone systems.
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Old Dec 10, 2017, 4:02 pm
  #313  
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I think this is the last list of all today's (Sunday 10 December 2017) cancellations, I doubt there will be many more, if any. Still, it's 176 cancellations out of about 330 LHR flights. 4 cancellations for LGW plus LCY. Tomorrow will also be bad, BA have aircraft and equipment scattered all over Europe now.

BA0430 AMS 08:15
BA0906 FRA 08:20
BA0938 DUS 09:20
BA1468 INV 09:50
BA0139 BOM 09:50
BA0065 NBO 10:05
BA0235 DME 10:15
BA1390 MAN 10:20
BA0285 SFO 10:40
BA0434 AMS 10:55
BA0185 EWR 11:10
BA0368 MRS 11:10
BA0816 CPH 11:15
BA0143 DEL 11:20
BA0191 AUS 11:20
BA0173 JFK 11:20
BA0219 DEN 11:25
BA0217 IAD 11:25
BA1440 EDI 11:30
BA1545 LAX 11:40
BA0093 YYZ 11:40
BA0730 GVA 11:45
BA0308 CDG 11:45
BA0942 DUS 11:50
BA0632 ATH 11:55
BA0295 ORD 11:55
BA1372 MAN 12:05
BA1308 ABZ 12:10
BA0952 MUC 12:10
BA1342 LBA 12:15
BA0344 NCE 12:20
BA1332 NCL 12:25
BA0107 DXB 12:35
BA0490 GIB 12:35
BA0766 OSL 12:40
BA0702 VIE 12:40
BA0067 PHL 12:45
BA0017 ICN 12:55
BA0716 ZRH 13:00
BA1416 BHD 13:00
BA0732 GVA 13:05
BA0940 DUS 13:05
BA1484 GLA 13:05
BA0314 CDG 13:05
BA0460 MAD 13:10
BA1394 MAN 13:15
BA0866 BUD 13:15
BA0263 RUH 13:20
BA0358 LYS 13:20
BA0780 ARN 13:25
BA0378 TLS 13:25
BA0402 BRU 13:30
BA0836 DUB 13:35
BA0684 INN 13:35
BA0169 PVG 13:45
BA0994 TXL 13:55
BA0722 GVA 14:00
BA0610 PMO 14:05
BA0908 FRA 14:10
BA0704 VIE 14:10
BA0954 MUC 14:10
BA0556 FCO 14:15
BA0446 AMS 14:20
BA1312 ABZ 14:25
BA0750 BSL 14:30
BA0542 BLQ 14:30
BA0792 GOT 14:30
BA0856 PRG 14:40
BA0277 HYD 14:40
BA1506 JFK 14:45
BA0568 LIN 14:55
BA0966 HAM 15:00
BA0734 GVA 15:00
BA0502 LIS 15:00
BA0197 IAH 15:00
BA1446 EDI 15:05
BA0998 TXL 15:05
BA0287 SFO 15:05
BA1486 GLA 15:10
BA0398 BRU 15:10
BA1334 NCL 15:10
BA0316 CDG 15:10
BA0229 BWI 15:15
BA0850 WAW 15:15
BA0436 AMS 15:15
BA0718 ZRH 15:15
BA0872 KRK 15:15
BA0910 FRA 15:20
BA0418 LUX 15:20
BA0826 DUB 15:25
BA0960 MUC 15:30
BA0462 MAD 15:35
BA0782 ARN 15:40
BA0189 EWR 15:50
BA0944 DUS 16:00
BA0986 TXL 16:05
BA0468 BIO 16:05
BA0820 CPH 16:10
BA0920 STR 16:10
BA0680 IST 16:15
BA0748 GVA 16:20
BA0744 GVA 16:25
BA0440 AMS 16:25
BA0768 OSL 16:30
BA0486 BCN 16:30
BA0580 MXP 16:35
BA0464 MAD 16:40
BA0978 HAJ 16:40
BA0912 FRA 16:40
BA1314 ABZ 16:50
BA0370 MRS 16:55
BA0838 DUB 16:55
BA0293 IAD 17:00
BA1488 GLA 17:00
BA0348 NCE 17:05
BA0099 YYZ 17:05
BA0956 MUC 17:10
BA0520 MAD 17:10
BA0736 GVA 17:10
BA0932 DUS 17:10
BA1420 BHD 17:15
BA0322 CDG 17:25
BA1398 MAN 17:25
BA0708 ZRH 17:25
BA1344 LBA 17:30
BA1454 EDI 17:30
BA1336 NCL 17:35
BA0884 OTP 17:45
BA0442 AMS 17:45
BA1492 GLA 17:50
BA0870 BUD 18:15
BA0798 HEL 18:15
BA0828 DUB 18:20
BA0558 FCO 18:20
BA1458 EDI 18:20
BA0482 BCN 18:20
BA1402 MAN 18:25
BA0404 BRU 18:30
BA0570 LIN 18:30
BA0988 TXL 18:40
BA0822 CPH 18:40
BA1422 BHD 18:45
BA0598 VCE 18:45
BA0077 LAD 18:45
BA0426 AMS 18:45
BA0516 MAD 18:50
BA0756 BSL 18:55
BA0972 HAM 19:05
BA0011 SIN 19:05
BA0738 GVA 19:10
BA0706 VIE 19:15
BA0720 ZRH 19:15
BA0858 PRG 19:20
BA0916 FRA 19:20
BA0634 ATH 19:25
BA1318 ABZ 19:30
BA0326 CDG 19:35
BA0444 AMS 19:35
BA1338 NCL 19:40
BA0376 TLS 19:40
BA0946 DUS 19:40
BA0504 LIS 19:45
BA0786 ARN 19:50
BA0958 MUC 19:50
BA1376 MAN 19:50
BA0770 OSL 19:55
BA0364 LYS 19:55
BA1494 GLA 19:55
BA0970 HAJ 20:15
BA0105 DXB 20:40
BA0027 HKG 20:50
BA0123 DOH 21:00
BA0057 JNB 21:10
BA0153 IKA 21:35
BA0133 JED 22:05
BA0245 EZE 22:10

LGW departures
BA2758 AMS 07:45
BA2744 GVA 10:20

LCY departures
BA8457 AMS 18:50
BA8736 FRA 19:00
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Old Dec 10, 2017, 4:11 pm
  #314  
 
Join Date: Apr 2007
Location: London
Programs: BA GGLfL
Posts: 1,342
Originally Posted by mrandery
Was on the BA 293 to Washington. Cancelled a couple of hours after the plane has been boarded and luggage all loaded. All ready to go. No snow since the afternnon. Rolling dealys and then cancelled.

Why cancel a flight that is ready to go? The runway is clear, weather is fine.
crew out of hours after all the delays?
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Old Dec 10, 2017, 4:13 pm
  #315  
formerly mattking2000
 
Join Date: Nov 2012
Location: DXB
Programs: BA|AC|AZ|SPG|H|FPC
Posts: 1,187
Originally Posted by FlyingScientist
Now, the question is how to submit a Golden Ticket to c-w-s...
Can we drop it in his mug next time we're in the CCR?

Just got (some choice) words from my boss, my arrangements for Biggin Hill & Northolt both crapped out... they are stuck on the continent for the night!
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