Heathrow’s glitches ruin big opening day

LONDON — Opening day at Heathrow Airport’s grand new Terminal 5 turned sour Thursday as severe baggage handling delays led to numerous flight cancellations, stranding many irate passengers.

What was supposed to be a day of glory for British Airways, sole occupant of the mammoth new terminal, turned into a shambles as problems worsened. The airline was finally forced to restrict passengers at the terminal to hand luggage only, leaving many with the choice of rebooking their flights or seeking refunds.

Problems developed in the first hours of the new terminal’s operation — when many passengers had to wait more than one hour to receive their bags — and deepened in the afternoon, when many flights were canceled.

At one point, a British Airways flight left for Paris without any of its checked baggage in the hold, embarrassed airline officials conceded, making a mockery of the earlier claim that the new baggage system would work well from day one.

“I’m not a happy bunny,” said Sarah Lowdon, whose flight to Newcastle was canceled Thursday after she arrived at the new terminal. “They said they’d refund my money but the time I’ve lost is mine. They said it was because of baggage problems, but all I have is a carry-on. I’m being penalized for their mistakes.”

She said she started her journey with high hopes because of all the hype about the $8.6 billion terminal, the centerpiece of a plan to revive Heathrow Airport’s flagging reputation — only to have them dashed.

Britain’s Department of Transportation released a statement Thursday evening calling for British Airways and BAA, the airport operator, to “work hard to resolve these issues and limit disruption to passengers.”

The delays ruined what had been promoted as a milestone day in British aviation.

It took 19 years for the new terminal to move from concept to reality. George Bush was president of the United States when the whole thing started — George Herbert Walker Bush, that is.