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BA takes to Twitter to apologise for mass disruption but sorry doesn't fly with customers

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By Tony Connelly | Sports Marketing Reporter

May 28, 2017 | 4 min read

British Airwaves has released a statement on social media apologising for the IT failure which has grounded planes from Heathrow and Gatwick, leaving thousands of passengers stranded.

British Airwaves

The IT failure has caused travel chaos for thousands of customers

All BA flights from the two airports were cancelled this morning (28 May) after a power supply issue sparked a major IT failure.

The airline's chief executive Alex Cruz released a video statement on Twitter confirming the problem and apologising for the mass disruption.

In it he said: "I am really sorry we don't have better news as yet, but I can assure you our teams are working as hard as they can to resolve these issues."

The video appears to have done little to appease disgruntled customers with many replying to the Twitter post with angry outbursts criticising the company for not disclosing more.

The airline has said it will refund reasonable costs to passengers, and assist them with rebooking flights.

As well as the flight cancelations, many passengers have not been given their luggage. Thousands of bags remain at Heathrow Airport, yet BA has advised passengers not to return to collect them as they will instead be couriered to customers.

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