British Airways is still struggling with the reputation shock drop the airline carrier experienced due to the complete failure of the baggage system on the opening day of Heathrows Terminal 5. In the days after the catastrophy, BA (the sole occupant) and BAA (the owner of the terminal) traded accusations ranging from system failure (on BAA’s part) to untrained staff (employeed by BA).
That was five months ago, yet BA is still trying to pursuade it’s travelers that Heathrow Terminal 5 is working. For the past few weeks BA is running an online ad campaign with the tagline »Terminal 5 is working«, complete with daily updates showing people who actually dared to fly from the terminal despite it’s bad reputation.
I guess it just goes to show that supply chain disruptions or other failures in delivery has serious effects on consumer behavior. But I have to admit that the fact that BA has to advertise the fact that their flagship terminal is working (which I would assume was the minimal requirement even for a traveller in the dawn of aviation, let alone today) put a smile on my face.
