Passengers at Heathrow Airport have been dealing with “long queues” and “delays” in recent weeks. The travel chaos was not “acceptable”, according to the airport.
It said: “Despite our best efforts, there have been periods in recent weeks when service levels have been unacceptable, with long queues, delays for passengers with reduced mobility, baggage not traveling with passengers or arriving late, and we would like to apologize to all. passengers affected by this.”
In June, many Britons had to fly without baggage when a huge baggage pile was built at the airport.
Heathrow Airport said it has spent time rebuilding staff capacity after the pandemic ended.
It said: “We started recruiting in November last year pending the recovery of capacity this summer, and by the end of July we will have as many people in security as before the pandemic.
“We have also reopened Terminal 4 to provide more space for passengers.
“Quickly rebuilding capacity is a major challenge after significant resource reductions across the aviation supply chain.
“The punctuality of arrivals is very low due to delays at other airports and airspace congestion across Europe and this has increased the resource constraints challenge for the airport, airlines, ground handlers and government agencies.”
Heathrow boss John Holland-Kaye added: “Last month we saw exponential growth in passenger numbers as nearly six million people escaped, the equivalent of 40 years of growth in just four months.
“I am very proud of the way our team is meeting the challenge of growth and providing excellent service to the vast majority of passengers.
“However, we have recently seen times when demand exceeds the capacity of the airport, airlines and ground handlers.
“We will review the schedule changes that airlines have submitted in response to the government’s demand to minimize disruption to passengers this summer and will ask them to take further action if necessary.
“We want everyone traveling through Heathrow to be confident that they will have a safe and reliable journey.”