Comic artist caught in air traffic control chaos
Charlie Adlard
A co-creator of The Walking Dead comic books has claimed British Airways cut off its phone lines amid a UK-wide air traffic control issue, which has led to hundreds of flight cancellations.
Charlie Adlard, 60, from Shrewsbury, was due to fly to a comic book convention in Palermo, Sicily, from London Heathrow on Wednesday, when his flight was cancelled.
He said he was told the airline had “taken their phone off the hook so you can’t even phone customer service anymore,” due to the number of people trying to get through.
British Airways said the technical issue would have a “significant knock-on impact for customers and colleagues” and its call centres were “incredibly busy”.
Passengers have been sleeping on airport floors after the problem at air traffic control caused widespread disruption on Tuesday.
National Air Traffic Services (Nats), the UK’s air traffic control provider, has blamed a technical glitch and apologised to passengers after more than 2,000 flights were cancelled.
REUTERS/Toby Melville
British Airways said it was “left with no choice” but to cancel more than 190 scheduled flights on Wednesday due to both crew and planes being “out of place” following the disruption.
This incident was “entirely out of our control and incredibly frustrating for our customers and colleagues,” a spokesperson added.
“We ask customers whose flights have been cancelled not to travel to the airport and to bear with us if they’re trying to get in touch, as our call centres are incredibly busy at the moment.
“Customers due to travel today or tomorrow are able to make changes to their booking on ba.com.”
Speaking about the chaos from a nearby hotel at Heathrow Terminal 5, Adlard described how he was travelling to the airport when he found out his flight would be delayed.
“Our flight was meant to be at 07:50. We stayed in an overnight hotel which was very lucky, because at least we didn’t have to spend the night on a floor,” the illustrator said.
“As soon as we got up, my wife said: ‘Ah, the flight’s been cancelled’.”
Jonathan Brady/PA Wire
The comic book artist told the BBC he went to the terminal and spoke to a passing British Airways steward who was “really helpful”, but informed him that the airline’s customer services was on the other side of security.
“She said if you phone them at the minute, you’re on the phone for two hours waiting because there’s so many people, so much so that she said they’ve actually taken their phone off the hook so you can’t even phone customer service anymore,” he explained.
“I’ve been sort of faffing around trying to find alternative routes but to be honest, we’re going home.
“It’s ridiculous,” he added.
Adlard said that as his flight was booked through a third party, British Airways might not have access to all the information required to reschedule him on another flight.
“Of course. if I tried to book another flight myself, that would cancel my return flight,” he said.
“I just kept thinking I’m just going to get my car and I’m going to [go] home.”
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