London Heathrow Terminal 5


The opening of Terminal 5 at Heathrow Airport yesterday reminds us how easily grand schemes can go wrong. The boast, since it was formerly opened by The Queen about a month ago, that this was to be the most advanced terminal in the world seemed quite hollow. And the opening chaos which followed, probably caught most of the general public by surprise. The truth is, whatever the pretensions of T5, it will probably suffer the well documented failures, just like any other Terminal.


They are probably banking on the the grand food hall's elegant design, the highbrow restaurants, and the shopping arcades, to keep the travellers occupied even when things go wrong. Even if these elements do offer better service than at the other terminals, no one should seriously believe that this will make any difference to the airline's reputation. Remember this is a very unique situation where an airline, British Airways, has a terminal all for itself. Yet, when it gets it wrong, as it did in the last few days, it has to take all the blame.


Easily the most interesting part of the new Terminal is the building. An open glass structure will, as described, allow in natural light in the way which differs from other Terminals of Heathrow. Naturally, we will be all be fascinated by the new building. But will the building alone draw customers? I don't think so. Without adequate or competent service, no customer will head to any terminal simply because it looks good. Another point, BA is not known for its bargain prices, and I fail to see however classy the building is, that it will make up for value for money.


I would probably never use T5, because BA and its pricing system is way out of my league. I rarely use them. I am also committed to service where there is definitely value for money. Without it, I would rather stay at home.


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