Can downgrading the risks and banning reports on passenger experience help solve the disruption problems at Heathrow?
During the recent session of UK Transport Committee about the preparedness for the Olympics, Andy Garner, the London 2012 director for airport operator BAA Heathrow said that Heathrow will be able to cope with the vast influx of passengers (even during its busiest time in history). What a bold declaration considering massive number of interwoven problems that brought Heathrow to the top of the list of worst performing world airports. (See Beyond Heathrow Disruptions ). It must have caused of many eyebrows to rise.
The Chairperson Louise Ellman used the following words to express her concerns: ‘If something goes wrong at Heathrow, it will go spectacularly wrong and the whole world will know about it!’
Mr Garner didn’t look confused - he remained adamant that things will go well. I am starting to see him as a magician. He appeared in my dream wearing the BAA hat preparing to pour the water into a full glass while assuring the audience that it won’t spill over the edge. I woke up before I saw the magic!
I am just wondering if, in reality, BAA denial that things can go ‘spectacularly wrong’ has anything to do with the Government plan to ban publishing of passenger views about flight disruptions at Heathrow and other UK airports (read the article below).
Denial to face the obvious only postpones unwanted consequences, which often come at a high price. The only question is who will decide on price and who is going to pay for it?
Bid to hear passengers’ border queue views blocked
Evening Standard, 16 May 2012
Ministers are blocking plans to publish passengers’ views on nightmare border queues and other delays, the Standard reveals today.
The Government has rejected legal changes which would force BAA to release data showing passengers’ experiences of “Heathrow hassle” and chaos at other UK airports.
The changes were proposed as part of changes to licensing conditions, which Labour tried to introduce through the Civil Aviation Bill.
MP Jim Fitzpatrick, shadow London transport minister, tabled an amendment to the Bill in March which would require publication of annual surveys of passenger satisfaction on border control services, baggage handling and delays caused by adverse weather.
But Tory and Liberal Democrat MPs voted down the proposed change during the Bill’s committee stage after aviation minister Theresa Villiers stated that the UK Border Authority fell outside the scope of the Bill.
Ministers also argued that publishing the proposed data would “unbalance the licensing system”, prioritising some passenger concerns over others, and “undermine the flexibility” of the Civil Aviation Authority to address delays.
Labour sought to re-introduce the new clause, without reference to UKBA, month but again it was opposed by the Government.
Shadow transport secretary Maria Eagle said: “The failure to get a grip on the unacceptable delays facing passengers at London’s airports shows that ministers are worryingly complacent about the impact of this chaos on our international reputation and ultimately on investment, jobs and tourism.
“We need greater transparency on the scale of these delays.”
BAA has recently started publishing monthly queuing data on immigration which shows how often the Border Force meets its own targets — but it does not cover passenger opinions.
