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| Baggage halted at new £4.3bn T5 | Baggage halted at new £4.3bn T5 |
| (30 minutes later) | |
| Flights from Heathrow's new £4.3bn Terminal 5 are departing with hand baggage only after luggage check-in was suspended due to processing problems. | |
| British Airways, which has sole use of T5, announced check-in of all hold luggage was suspended until Friday. | British Airways, which has sole use of T5, announced check-in of all hold luggage was suspended until Friday. |
| The airline has already cancelled 34 flights because of baggage problems and passengers have had to wait up to four hours to reclaim their luggage. | |
| BA said it "sincerely" apologised to all those customers affected. | BA said it "sincerely" apologised to all those customers affected. |
| 'Refunds' | 'Refunds' |
| Announcing the suspension of baggage check-in, Gareth Kirkwood, BA's director of operations, said: "We sincerely apologise to those customers who have suffered disrupted journeys or baggage delays. | Announcing the suspension of baggage check-in, Gareth Kirkwood, BA's director of operations, said: "We sincerely apologise to those customers who have suffered disrupted journeys or baggage delays. |
| "We always knew the first day would represent a unique challenge because of the size and complexity of the move into Terminal 5. We are working extremely hard on solutions to these short term difficulties." | "We always knew the first day would represent a unique challenge because of the size and complexity of the move into Terminal 5. We are working extremely hard on solutions to these short term difficulties." |
| The airline is advising passengers to check in with hand baggage only if they wish to travel later, or to telephone BA if they want a refund or to rebook a flight. | The airline is advising passengers to check in with hand baggage only if they wish to travel later, or to telephone BA if they want a refund or to rebook a flight. |
| I've stood in line for an hour, I get to the front of the line and they just send me to the back of another line Passenger Ray Duffy | I've stood in line for an hour, I get to the front of the line and they just send me to the back of another line Passenger Ray Duffy |
| German businessman, Hertz Merkel, flying to Dusseldorf, was one of those left waiting in the long queues at the terminal's check-in desks. | German businessman, Hertz Merkel, flying to Dusseldorf, was one of those left waiting in the long queues at the terminal's check-in desks. |
| "This is real British organisation for you. I've only got hand baggage but I still have to stand in the same queue. It doesn't look like I'll be getting home today." | "This is real British organisation for you. I've only got hand baggage but I still have to stand in the same queue. It doesn't look like I'll be getting home today." |
| Maria Matheou, 20, a student from Greece who is studying in Leicester, said it was "ridiculous" to be told she could not take her bags. | Maria Matheou, 20, a student from Greece who is studying in Leicester, said it was "ridiculous" to be told she could not take her bags. |
| "We can hardly go on holiday without our luggage. We did the check-in online at 3pm today, we got our boarding passes, we stood in line and then right at the last minute we were told we cannot take our luggage with us." | "We can hardly go on holiday without our luggage. We did the check-in online at 3pm today, we got our boarding passes, we stood in line and then right at the last minute we were told we cannot take our luggage with us." |
| Luggage belt | Luggage belt |
| Check-in delays also meant that Ray Duffy, who was trying to return home on a flight to Edinburgh, was turned away from security because he was too late for his flight. | Check-in delays also meant that Ray Duffy, who was trying to return home on a flight to Edinburgh, was turned away from security because he was too late for his flight. |
| BA TERMINAL CHANGES 27 March: Domestic and most European flights move from Terminal 1 to T527 March: Long-haul flights from Terminal 1 move to T527 March: Miami service moves from Terminal 3 to T530 March: Algiers moves from Gatwick to T530 April: All Terminal 4 long-haul go to T5 (except Singapore, Bangkok and Sydney)17 Sept: Barcelona, Madrid, Lisbon, Nice and Helsinki move from Terminal 1 to Terminal 3Early 2009: Singapore, Bangkok and Sydney move from Terminal 4 to Terminal 3 Source: BA Heathrow upheaval class="" href="/1/hi/business/7317508.stm">T5's economic importance | |
| But after returning to the departure hall, he discovered he could no longer fly with his luggage. | But after returning to the departure hall, he discovered he could no longer fly with his luggage. |
| "I just hope I get home. It's incredible. I've stood in line for an hour, I get to the front of the line and they just send me to the back of another line," he said. | "I just hope I get home. It's incredible. I've stood in line for an hour, I get to the front of the line and they just send me to the back of another line," he said. |
| The suspension of luggage check-in was just the latest problem to hit passengers hoping to leave T5 on its opening day. | The suspension of luggage check-in was just the latest problem to hit passengers hoping to leave T5 on its opening day. |
| BA earlier announced "initial teething problems" with car parking provision, delays in staff security screening and staff familiarisation had resulted in a backlog of baggage. | BA earlier announced "initial teething problems" with car parking provision, delays in staff security screening and staff familiarisation had resulted in a backlog of baggage. |
| Environmental campaigners in red T-shirts staged a peaceful protest | Environmental campaigners in red T-shirts staged a peaceful protest |
| This led the airline to cancel a number of flights in and out of the terminal, including services to Munich, Frankfurt, Paris and Brussels as well as Glasgow and Aberdeen. | This led the airline to cancel a number of flights in and out of the terminal, including services to Munich, Frankfurt, Paris and Brussels as well as Glasgow and Aberdeen. |
| A further technical fault also meant seven flights left T5 without luggage on board. | A further technical fault also meant seven flights left T5 without luggage on board. |
| Passengers arriving at the terminal have reported waiting up to four hours to be reunited with their bags. | Passengers arriving at the terminal have reported waiting up to four hours to be reunited with their bags. |
| In a statement, the Department for Transport said it expected BA and airport operator BAA "to work hard to resolve these issues and limit disruption to passengers". | In a statement, the Department for Transport said it expected BA and airport operator BAA "to work hard to resolve these issues and limit disruption to passengers". |
| Earlier, hundreds of protesters - wearing Stop Airport Expansion T-shirts and opposed to plans for a third runway and sixth terminal at Heathrow - carried out a peaceful protest at the terminal. | Earlier, hundreds of protesters - wearing Stop Airport Expansion T-shirts and opposed to plans for a third runway and sixth terminal at Heathrow - carried out a peaceful protest at the terminal. |
| BA has set up an information line for T5 passengers: 0800 727800 | BA has set up an information line for T5 passengers: 0800 727800 |
| Have you been through terminal 5 today? What was it like? Do you work there? Tell us about the new terminal at Heathrow airport. | Have you been through terminal 5 today? What was it like? Do you work there? Tell us about the new terminal at Heathrow airport. |
| You can send pictures and video to: yourpics@bbc.co.uk or to send via MMS please dial +44 (0)7725 100 100. | You can send pictures and video to: yourpics@bbc.co.uk or to send via MMS please dial +44 (0)7725 100 100. |
| Do not endanger yourself or others, take any unnecessary risks or infringe any laws. | Do not endanger yourself or others, take any unnecessary risks or infringe any laws. |
| Click here for terms and conditions on sending photos and video | Click here for terms and conditions on sending photos and video |