The document summarizes the issues surrounding the opening of Heathrow Terminal 5 in March 2008. Key problems included the failure of the baggage handling system which caused thousands of bags to be delayed. This was due to insufficient testing of the system under high loads and communication failures between BA and BAA. Over 28,000 bags were left in temporary storage over the opening weekend, cancelling hundreds of flights and delaying many more. Willie Walsh acknowledged corners were cut on testing and staff training, and that they did not fully implement lessons from previous openings.

1. Testing Socio-Technical Systems Part 1: Heathrow Terminal Five John Rooksby University of St Andrews

5. The opening of Heathrow Terminal 5

12. Information about The Baggage Handling system

17. T5 in October 2008 The move of long haul flights was delayed from late April, and a phased approach taken (June, September, October) Now handling 6 out of 7 BA flights from Heathrow 70000 passengers a day The final transfer of flights will be on October 22 nd 2008 Most passengers using the fast bag drop achieve check in within the target 10 minutes. Average plane to carousel of luggage is “only” 24 minutes "Terminal 5 is working” A direct advertising campaign by BA including billboards and a website displaying recently-taken images and up-to-date statistics: www.terminal5.ba.com/yesterday/