T5 chaos ‘not damaged BA’, says survey

The chaotic opening of Terminal 5 has not damaged the image of Heathrow or British Airways as much as newspaper and TV reports suggest, according to a survey by TripAdvisor.

More than half the 1,200 travellers surveyed said the well-publicised problems would have no impact on whether they use Heathrow or Terminal 5 in future. A further 14% said they would use Heathrow, but avoid the new terminal. Only one in five said they were less likely to travel through Heathrow.

BA will be pleased to learn a majority of those surveyed absolved it of blame for the delays, cancellations and lost bags. Just 13% blamed the airline, with 38% instead blaming airport operator BAA. More than four out of five said the affair would not stop them flying with BA.

Among those surveyed outside Britain, 75% said the opening debacle would not stop them visiting Britain and almost half agreed with the statement: “It’s only an airport terminal.”

The survey contradicts the views of minister for the Olympics Tessa Jowell, who claimed at the weekend that Terminal 5’s opening had damaged Britain’s standing.

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