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| Further flights cancelled at T5 | |
| (20 minutes later) | |
| British Airways says an additional 12 flights from Heathrow's troubled Terminal 5 have been cancelled, taking the total today to 66. | |
| The airline said earlier that all flights halted on the third day of the disruption were short-haul; 37 Sunday flights have also been cancelled. | |
| BA also faces criticism for limiting the compensation payable to delayed passengers for spending on hotels. | |
| It says it has retracted the £100 limit and it would cover "reasonable costs". | |
| On Thursday evening, leaflets were handed out to passengers whose flights had been delayed or cancelled, saying they were entitled to £100 compensation for two people sharing a hotel room. | On Thursday evening, leaflets were handed out to passengers whose flights had been delayed or cancelled, saying they were entitled to £100 compensation for two people sharing a hotel room. |
| Staff at the £4.3bn terminal's hotels reservation centre said the minimum rate on Thursday night for a double room was £250. | |
| 'Improving steadily' | 'Improving steadily' |
| However, on Friday night, a BA spokeswoman said the policy had been abandoned. | However, on Friday night, a BA spokeswoman said the policy had been abandoned. |
| "There was an initial letter but that was soon changed. We will cover reasonable costs - there's not a £100 limit," she said. | "There was an initial letter but that was soon changed. We will cover reasonable costs - there's not a £100 limit," she said. |
| "We have arranged hotel accommodation for many of our customers. For those customers for whom we were unable to arrange hotel accommodation, we offered to pay towards their expenses." | "We have arranged hotel accommodation for many of our customers. For those customers for whom we were unable to arrange hotel accommodation, we offered to pay towards their expenses." |
| The Times claims BA could be facing fines of up to £5,000 per passenger because the letter breached European regulations on compensation. | The Times claims BA could be facing fines of up to £5,000 per passenger because the letter breached European regulations on compensation. |
| Under new rules, which came into force in 2005, an airline is obliged to supply meals and refreshments, along with accommodation if an overnight stay is required, when a flight is delayed. | Under new rules, which came into force in 2005, an airline is obliged to supply meals and refreshments, along with accommodation if an overnight stay is required, when a flight is delayed. |
| T5 LATEST 54 short-haul flights cancelled on Saturday | T5 LATEST 54 short-haul flights cancelled on Saturday |
| Simon Evans, chief executive of the Air Transport Users' Council (AUC), told the newspaper: "On the face of it, the letter is a clear breach of the regulation because it does not explain clearly what people are entitled to. | Simon Evans, chief executive of the Air Transport Users' Council (AUC), told the newspaper: "On the face of it, the letter is a clear breach of the regulation because it does not explain clearly what people are entitled to. |
| "The way it was worded would make some people cautious about even booking into a hotel." | "The way it was worded would make some people cautious about even booking into a hotel." |
| More than 100 flights at the new terminal were called off on Thursday and Friday because of earlier glitches with the baggage-handling systems. | More than 100 flights at the new terminal were called off on Thursday and Friday because of earlier glitches with the baggage-handling systems. |
| An airline spokeswoman said the situation was "improving steadily". | An airline spokeswoman said the situation was "improving steadily". |
| She said all long-haul services departing from the terminal on Saturday would go ahead as planned and advised customers to check on www.ba.com for a full list of flight cancellations. | She said all long-haul services departing from the terminal on Saturday would go ahead as planned and advised customers to check on www.ba.com for a full list of flight cancellations. |
| "The airline will continue to closely monitor the situation as it works towards restoring a full operation as soon as possible," she added. | "The airline will continue to closely monitor the situation as it works towards restoring a full operation as soon as possible," she added. |
| 'Disrupted journeys' | 'Disrupted journeys' |
| Passengers on cancelled services will be able to rebook or apply for a refund. | Passengers on cancelled services will be able to rebook or apply for a refund. |
| Cancelled flights, a temporary suspension in luggage check-in and baggage delays blighted the opening day of T5 on Thursday, leaving many passengers stranded overnight. | Cancelled flights, a temporary suspension in luggage check-in and baggage delays blighted the opening day of T5 on Thursday, leaving many passengers stranded overnight. |
| BA chief executive Willie Walsh said he accepted the chaos "was not our finest hour". | BA chief executive Willie Walsh said he accepted the chaos "was not our finest hour". |
| One baggage handler said it was "a shambles the moment the doors opened". | One baggage handler said it was "a shambles the moment the doors opened". |
| He told the BBC: "BA claimed 'staff familiarisation' was to blame. The staff, however, would blame the lack of training and the essential support that was promised." | He told the BBC: "BA claimed 'staff familiarisation' was to blame. The staff, however, would blame the lack of training and the essential support that was promised." |
| Other sources have told the BBC low morale among staff was also a factor. | Other sources have told the BBC low morale among staff was also a factor. |
| Airport operator BAA and BA, which has sole use of T5, said they were working hard to resolve baggage issues. | Airport operator BAA and BA, which has sole use of T5, said they were working hard to resolve baggage issues. |
| Mr Walsh said that following the initial problems terminal staff, supported by about 450 volunteers, had been "working really hard to look after our customers and offer them the world-class experience that we know Terminal 5 can deliver". | Mr Walsh said that following the initial problems terminal staff, supported by about 450 volunteers, had been "working really hard to look after our customers and offer them the world-class experience that we know Terminal 5 can deliver". |
| "I'd again like to apologise to those customers who have suffered disrupted journeys or baggage delays," he added. | "I'd again like to apologise to those customers who have suffered disrupted journeys or baggage delays," he added. |
| The airline blamed a combination of "teething problems" for the chaos. | The airline blamed a combination of "teething problems" for the chaos. |
| Staff car parking problems, delays in getting workers screened as well as poor staff familiarisation meant many were late to their posts, BA said. | Staff car parking problems, delays in getting workers screened as well as poor staff familiarisation meant many were late to their posts, BA said. |
| They didn't know where to go, what bags to get Ed BlissettGMB union Send us your comments | They didn't know where to go, what bags to get Ed BlissettGMB union Send us your comments |
| This resulted in a backlog of baggage which clogged up the underground conveyor system and meant delays and flight cancellations throughout Thursday and Friday. | This resulted in a backlog of baggage which clogged up the underground conveyor system and meant delays and flight cancellations throughout Thursday and Friday. |
| The company said that the backlog had been reduced from its peak of 5,000 items of luggage to 2,000 on Friday evening. | The company said that the backlog had been reduced from its peak of 5,000 items of luggage to 2,000 on Friday evening. |
| BBC transport correspondent Tom Symonds said that practice runs of T5's baggage handling systems involved hundreds of staff, rather than the thousands who were involved on day one. | BBC transport correspondent Tom Symonds said that practice runs of T5's baggage handling systems involved hundreds of staff, rather than the thousands who were involved on day one. |
| Ed Blissett from the GMB union said that workers had not been familiarised with the new terminal. | Ed Blissett from the GMB union said that workers had not been familiarised with the new terminal. |
| "They didn't know where to go, what bags to get, and that caused a problem - as well as the system breaking down," he said. | "They didn't know where to go, what bags to get, and that caused a problem - as well as the system breaking down," he said. |
| A BAA spokesman said it was "focusing all our efforts on our work with British Airways to resolve baggage issues and to deliver a good service to passengers". | A BAA spokesman said it was "focusing all our efforts on our work with British Airways to resolve baggage issues and to deliver a good service to passengers". |
| 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 |