You think T5's problems are down to bad management or hubris?

Not quite. Here's one UK computer magazine's explanation:

"British Airways created what is believed to be one of the airline industry’s first Order Data Stores (ODS). The ODS will combine customer information from across the complete booking-to-fulfillment lifecycle in a single unified data layer.

The software means British Airways can now implement new business processes that bridge disparate global distribution systems and passenger service systems, enabling it to action sophisticated workflows against end-to-end customer orders. BA said the capability is facilitating “the implementation of new business models and help[ing] the airline accelerate its transformation of the IT function into a business enabler to support key business goals and initiatives.”

Apparently only two people on earth understood a word of that. One was clocked into the nearest funny farm right away. The other got stuck in the car park.

I understand it. It's a system for identifying and tracking people whose luggage contains white shoes and offering them counselling from the nearest community fashion nurse. Serial offenders will be flagged up and taken aside by a crack team of security officers at check-in.

It's easy enough to avoid all the fuss with security by giving them a large tip.

But how big is large?

The key to understand this is this phrase: "implementation of new business models".

The new business model is that they keep the bags, transport them by lorry to Milan, where they are searched for valuables by Mafia experts. Valuable items are sold by Mafia on the black market which will increase BAA's revenue. Valueless bags will eventually been sent back. The others will remain vanished.

This "new business model" explains perfectly what currently happens.

<<< "implementation of new business models" >>>

That's where they went wrong - they allowed an old model (Naomi Campbell) into the terminal which caused the chaos

Whatever they did it's still not working.

We transferred through on Friday afternoon. And after trotting in a huge circle all around the outside of the terminal ended up at a bus stop just the other side of the plane we got off of. Then waited more than 20 minutes for the transfer bus to appear (they're supposed to run every 5 minutes), then had to wait since the bus driver's pass wouldn;t open out door and he had to scream at security inside to let us out.

Then drove around interminably to T3.

They say to allow 120 minutes to transfer to/fro T5. We had 135 and got to our plane at T3 when boarding was already way underway (and that's trotting as fast as we could with wheelies - and only about 10 people ahead of us at T3 security.)

I can only suggest everyone avoid it if at all possible. And don;t accept any transfers less than 3 hours - more if you check luggage.

BA lost me when the "head of people and change" came out with:
"Our policy has been to create the context for change, then to apply changes within that context."

Having been involved with the disastrous NHS computer project (I would name it, but I have been away for 3 weeks, so the name has probably changed at least twice since I was last there), Flanner's quoted statement is fairly typical of the genre.

the two rules appear to be - "never say anything that cannot be interpreted in multiple ways" and "never let the facts interfere with a good plan".

On the bright side, British Airways just banned Naomi Campbell from their flights.

Hi F,

>... enabling it to action sophisticated workflows...

I wouldn't trust anyone who wrote that.
..............................
>"Our policy has been to create the context for change, then to apply changes within that context."

As we apply changes, the context within which these changes are applied, will of course, change. Thus, in a fully transparent modality, the changing context for change will be changeable.

nytraveler, thank you for the update. We are traveling through T5 next week on our way to Frankfurt. We have a 4.5 hour layover, which I am very thankful for. We are definitely bringing carry-ons only.

Tracy

wonder if they will export this fine example of British high technology?

Not until everyone takes time out for tea.

Do not point too many fingers at our British friends - the giant NHS computer system mentioned above is actually being worked on by a huge company with HQ here where I live in the States. They have a multi-million pound contract and from what I have read have done a pretty stellar job in mucking it all up...

Patrick - Hardy har har!
BTilke-I think Naomi C. is the epitomy of a spoilt brat who worships herself and thinks everyone else is beneath her.
Wait for it Naomi........the flesh will grow large, and your veins will pop out and....and.....!

General nonesense..there are other ways to access both the UK and Western Europe. Iceland, Republic of Ireland, and direct flights to France or Germany. Why insist on Heathrow?

that quote seems like a combination of a bad 1995 CRM textbook and a bad 1986 IT strategy textbook.

we'll just have to cling to the concorde, 'defeating hitler', and creating the 'world's best transport map' for a little longer. oh and those spitfire things...we can always cling on to those too....thank goodness for them...they make us feel nice.