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“Arriving at 15:00 on Friday the 25th March 2011 for...”

Written on: 11/05/2011

Arriving at 15:00 on Friday the 25th March 2011 for the flight from Heathrow Terminal 5 to Munich at 15:30. I was not allowed through security; as security passage was only open until 14:55, this was due to a policy that apparently only exists at Terminal 5. I was checked in, had no luggage and there was no queue in security, so I could have easily made it to the gate before boarding commenced. But due to the above mentioned policy I miss the flight and a skiing holiday and was stranded in London annoyed, frustrate and angry. British Airways staff in the Terminal 5 were not helpful and the supervisor called in to assist had no authority to make decisions but only repeated what the desk clerk had already stated. I question the value of a supervisor with no power to resolve issues or authority to make decisions. The above mentioned policy is only valid for Terminal 5 so a British Airways specific restriction and not many passengers are apparently aware of it as the desk clerk mentioned. This policy does not appear to add any value. Even the staff could not explain how this policy increases security or why Terminal 5 needs a higher level of security than then Terminal 1 or 4. I have flown regularly with British Airways for at least 15 years and had so far a very positive experience. This has been recalibrated by the above incident and how it was handled by British Airways staff; until this incident, no crisis situation had occurred and the true quality of service can only be evaluated during crisis situations. British Airways does not appear to be any better than any no thrills airline, what therefore pay more? Lesson learn, take the cheapest option.

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