British Airways to give away airmiles for delays

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British Airways today introduced a new program where they “generously” give away 5,000 airmiles when your flight from Heathrow Terminal 5 is more than 15 minutes delayed:

As part of our commitment to giving you outstanding service, we do everything we can to get you to your destination on time. So if in spite of all our efforts we can’t depart from Terminal 5 within 15 minutes* of scheduled departure time over the coming weeks, we’d like to give you more than just an apology:

When you fly Club Europe, Euro Traveller or Domestic Flights on a flexible ticket (booking classes JCDYBH) departing from Terminal 5 between now and 02 September 2008 you’ll receive
5,000 BA Miles if your flight leaves later than 15 minutes* of its scheduled departure time from Terminal 5.

BA actually has been doing this for quite some time, but you only received the miles when you actively complained about a particular flight. This offer now sounds fairly generous since manymost Heathrow flights these days suffer a delay. In fairness this delay is often not the result of a problem caused by the airlines, but more because of the airport’s severe capacity constraints. And, surprise, surprise, the small print of BA’s offer then exactly excludes those kind of delays:

British Airways reserves the right to exclude at its discretion any flights where disruption occurs beyond the reasonable control of British Airways. Non–exhaustive examples include severe weather conditions and their ongoing or consequent effects, air traffic control delays and industrial action.

With that, this offer all of a sudden sounds more like a common PR exercise than an innovative and generous customer centric solution.

[Picture from Flickr - some rights reserved]

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Surprise: Heathrow worst performing airport in Europe

What a surprise! According to a study published by the Association of European Airlines (AEA), London’s Heathrow airport is the worst performing airport in Europe:

AEA’s survey of its members’ punctuality at 27 major airports identifies London Heathrow as the most affected, with 44.1% of European departures subject to delays of 15 minutes or more – substantially higher than second-place Dublin with 33.0%, followed by Helsinki, Geneva and Frankfurt – all three of which are customarily to be found in the lower half of the delay table.

This surely comes as a huge surprise to all of us. Not really. Heathrow has long been troubled by lengthy delays many caused by its limited number of runways and overall capacity problems. According to the report 15.3 per cent of outgoing flights delays were caused by problems with airport and air traffic control, while a further 11.1 per cent was blamed on loading and handling issues.

This news couldn’t have come at a worse time for BAA, the owner of Heathrow airport as the Daily Mail writes

The latest figures will add further pressure on the Government to end BAA’s much-criticised monopoly on London’s major airports.

The least affected airport, according to the report, was Munich airport which we already featured in the top 10 most punctual airports worldwide.

(Picture by Flickr - some rights reserved)

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