Armed police were called in to act as ‘escorts’ as the first serious snowfall of the winter left around 50,000 angry British Airways passengers stranded around the world.
More than 140 outbound short-haul flights and 26 long-haul departures were cancelled yesterday.
British Airways has cancelled a further 70 short-haul round trips today, as well as nine long-haul flights.
It is thought there are around 27,000 BA passengers marooned in London, a further 20,000 stuck in European airports, and another 3,000 at airports elsewhere in the UK and neighbouring countries after their flights to Heathrow were diverted.
Frustrated passengers wait for their delayed and cancelled flights from Heathrow Airport Terminal 5 yesterday as the weather caused travel chaos
This is the baggage hall in Terminal 5 in the arrivals hall at Heathrow where thousands of passengers faced travel chaos yesterday
One customer revealed how firearms officers were called to the British Airways business lounge around 11.30pm on Sunday night after his flight to Mumbai was cancelled.
He told the Daily Mirror: ‘British Airways closed the first class lounge at 22.30 and everyone was asked to go to normal business lounge upstairs where food and all alcoholic drinks had been removed.
‘At 23.00 we were told by lounge manager that we must be out of that lounge by 23.30.
‘It was shortly after that when a number of armed police arrived in lounge.
‘British Airways says this was a decision taken by Heathrow Airport to prevent any escalation of a situation. There was no situation to escalate!’
This was the scene inside Heathrow Airport last night as passengers were left stranded at the airport following flight cancellations
British Airways passengers sleep on the floor of Terminal 5 in London Heathrow after the weather caused chaos
A spokesman for the airline said armed police were ‘acting as escorts’ as customers moved back through security.
In a tweet they added: ‘Ensuring the health and safety of all of Heathrow’s customers is their number one priority.’
A BA spokesperson later said the armed police ‘were not called upon to help with any problems, they simply offered their assistance as escorts to help customers leave as quickly as possible.’
A similar incident appeared to have taken place in Stockholm.
A British Airways passenger tweeted: ‘Riot police called in Stockholm everyone is furious, no BA staff, ten hours delay then you CANCEL.’
Elsewhere passengers complained about being stuck on British Airways planes while sat on the tarmac.
Aga Lesiewicz tweeted: ‘Shame on you British Airways. Flight BA847 from WAW to LHR – diverted to Leeds after 4 hour delay. No info at all. My 83-year old Mum then forced to sit on the plane for 3 hours and now put on a taxi to LHR. You didn’t even offer to drive her home. Shame on you.’
Hareclea Olymbiou wrote: ‘Five hours stuck inside an aircraft and @British_Airways has not provided food or water. Instead we have to BUY food from the cabin crew. Pretty horrible @British_Airways #britishairways #Heathrow.’
From Athens, Frank Durrell tweeted: ‘Come on @British_Airways. 1 hour delayed boarding. 1.5 hours stuck in this plane waiting to leave. And now told we will be 4 hours late landing. Would have just gone back to hotel if I’d known at the start.
‘And now no snacks available at all. No complimentary food, must buy M&S food and it ‘can’t be given away’. Pilot tried to get more snacks locally and couldn’t. Pilot wants to get us ‘vouchers on arrival’ but doesn’t think he can. Terrible service.’
He later tweeted saying: ‘You suck. Diverted us to Newcastle. Why didn’t you just let us stay in Athens and fly us back tomorrow?’
Singer Grace Davies tweeted: ‘4hr delay on my flight from Berlin today, then while on the delayed flight to Heathrow they redirected us to Bournemouth having closed all the airports due to the weather. Now stuck on the plane with no word on what’s going on – 7hrs later! Come on British Airways, let’s go home!’
There were also problems on the flight BA065 from Heathrow to Nairobi.
It was supposed to take off at 10.10am on Sunday. At 10pm last night customers confirmed it had been cancelled.
Russ tweeted to British Airways: ‘BA65 Nairobi. 6 hours at the gate followed by a trundle around the airport before cancelling.
‘10.5 hours on a plane going nowhere with limited food and drink, and you LIED to us about the problem being caused by work at JKIA. No staff working, a night at LHR.’
Rachel Harvey added: ‘Flight to Nairobi cancelled. Kicked off plane after 10 hours on tarmac. ‘
Passengers flying with British Airways today are being advised to check their flight status before they travel to the airport.
In a statement the airline added: ‘We are very sorry that the severe weather conditions are continuing to disrupt our flights. Safety is always our priority, and our teams around the world are doing all they can to look after our customers while working tirelessly to get them to their destinations as quickly and safely as possible.
‘As the bad weather continues, we have agreed with Heathrow Airport, National Air Traffic Services (NATS) and other airlines to reduce our flight schedule from Heathrow today, Monday December 11.
‘We’re asking customers to check for information about their flights on ba.com before they set off for the airport, and not to come to the airport unless their flight is operating.
‘We have put a flexible re-booking policy in place so that all customers due to fly from Heathrow today can re-book to travel on alternative flights until Monday December 18.
‘We have called in additional staff to help re-book our customers onto the next available flights and will continue to provide refreshments and hotel accommodation for those who require it.’