British Airways Says Sorry

25th Aug 2004

British Airways today apologised to customers flying in and out of London Heathrow who have been disrupted during the past 24 hours. Mike Street, British Airways’ director of customer service and operations, said: “I am extremely sorry that some of our customers have had to endure delays and cancellations and have had their plans so badly disrupted.

“We are working as hard as we can to put right those wrongs and get customers away on their holidays or business trips as quickly as we can.

“There were a combination of reasons behind the operational difficulties but the main issue was staff shortages. That was our responsibility and we apologise unreservedly.

“To rectify this we currently have more than 200 staff going through customer service training courses which will ease the situation when they come on duty next month.

“In the short-term we are using volunteers from across different parts of the company to ensure that we can provide the levels of customer service which our passengers expect during the busy Bank Holiday period.


“We have cancelled a total of 31 individual flights across the shorthaul network today for logistical reasons but the operation is now back to the type of normal situation we would expect to see on a busy Tuesday in August.”

Customers are urged to check to view the very latest flight news.


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