Campbeds, snacks and baby food: Should airports have contingency plans for disruption?

Heathrow Terminal 3 was a dismal place to be last Wednesday evening. With more than 2,000 flights grounded or severely delayed across the country due to a Nats “technical glitch” that caused widespread disruption, there were hundreds of passengers with nowhere to go. People were gathering in long check-in lines that didn’t move, sitting in groups around the entrance, trying to calm tired children, or sprawled out on the floor surrounded by bags and cases. Some staff were desperately trying to clear a pathway through the crowds, others were attempting to herd people outside, and a few were telling anxious passengers that they didn’t have any information (or that they should simply go home). One sole staff member was handing out bottles of water – a supply that diminished rapidly. Airport hotels were being booked up at lightning speed and other accommodation options in the area were also filling rapidly. Many people were left tired, hungry, anxious, and clueless as to when they might reach their destination. Other unlucky souls were already sitting on planes on the runway, where many stayed for hours before being de-planed and sent back to the terminal. Although the airports were not responsible for the Nats failures, they were the ones left dealing with the consequences – and they weren’t dealing with them particularly well.

Sign up to the free Travel Insider newsletter here