Posted on January 28, 2008 by Fiona Hilliard

The British Airport Authority (BAA) is coming under fire from major international airline British Airways for stalling on targets designed to improve customer service.

At a hearing that is due to get underway today, British Airways will provide evidence to the Civil Aviation Authority relating to shortcomings at Heathrow that affect flight punctuality and contribute to security delays and lateness in loading and boarding aircraft.

Commenting on the ‘Heathrow hassle’, BA general airport manager and infrastructure manager, Paul Ellis said: 

“It appears that BAA is paying lip service to customers’ needs and will only take real steps to improve service quality when forced to do so by the regulators. For passengers to continue to experience the Heathrow Hassle for another two years because BAA hasn’t got its act together is unacceptable.  Airlines have been highlighting punctuality problems to BAA for more than two years so it’s had ample time to plan for improved performance levels and invest in the infrastructure necessary to deliver them. ”