Heathrow Airport said it has introduced a cap of 100,000 daily departing passengers until September 11, as the aviation sector struggles to cope with demand for travel. It says it cannot jeopardise the safety and wellbeing of staff or passengers at risk amid the crisis with service levels "not acceptable."
The airport's boss said airlines had been asked to cease selling tickets on certain routes to help prevent future problems as the aftermath of the pandemic still brought travel problems.
Heathrow chief executive John Holland-Kaye said: “Over the past few weeks, as departing passenger numbers have regularly exceeded 100,000 a day, we have started to see periods when service drops to a level that is not acceptable: long queue times, delays for passengers requiring assistance, bags not travelling with passengers or arriving late, low punctuality and last-minute cancellations.
“This is due to a combination of reduced arrivals punctuality (as a result of delays at other airports and in European airspace) and increased passenger numbers starting to exceed the combined capacity of airlines, airline ground handlers and the airport.
“Our colleagues are going above and beyond to get as many passengers away as possible, but we cannot put them at risk for their own safety and wellbeing.”
Mr Holland-Kaye said the legacy of Covid continued to pose challenges for the entire sector as it rebuilds capacity.
He said: "We started recruiting back in November last year in anticipation of capacity recovering this summer, and by the end of July, we will have as many people working in security as we had pre-pandemic. We have also reopened and moved 25 airlines into Terminal 4 to provide more space for passengers and grown our passenger service team.
“New colleagues are learning fast but are not yet up to full speed. However, there are some critical functions in the airport which are still significantly under resourced, in particular ground handlers, who are contracted by airlines to provide check-in staff, load and unload bags and turnaround aircraft.
"They are doing the very best they can with the resources available and we are giving them as much support possible, but this is a significant constraint to the airport's overall capacity. Some airlines have taken significant action, but others have not, and we believe that further action is needed now to ensure passengers have a safe and reliable journey."
"The latest forecasts indicate that even despite the amnesty, daily departing seats over the summer will average 104,000 – giving a daily excess of 4,000 seats. On average only about 1,500 of these 4,000 daily seats have currently been sold to passengers, and so we are asking our airline partners to stop selling summer tickets to limit the impact on passengers."
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