A computer software failure prevented thousands of
passengers at Heathrow's Terminal 4 from checking luggage in on
Tuesday and Wednesday (19 and 20 February).
Economy long-haul passengers were only able to take two pieces
of hand luggage on board after the BAA software failed.
British Airways, the terminal's main carrier, told customers
they were likely to face severe delays and many were not able to
travel as planned. The problems also affected transfer passengers
leaving from Terminal 4.
A spokesman for British Airways said, "It had quite a
significant impact, but thankfully the system is back up and
running. Our biggest problem was letting people know what was going
on." The airline said affected passengers can either be re-booked
on another flight or get a refund.
BAA said full service was restored by Thursday (21
February).
The company said in a statement on Wednesday, "The performance
of the Terminal 4 baggage system has today been significantly
reduced by an ongoing software problem.
"Whilst every effort was made to rectify the problem overnight
and despite contingency plans put in place this morning, British
Airways passengers travelling to long haul destinations from
Terminal 4 today have had their travel plans seriously impacted
upon.
"BAA would like to sincerely apologise to these British Airways
passengers who have had their travel plans disrupted."