British Airways Reports Record-Level Punctuality

British Airways recorded its best global punctuality performance for seven years as Terminal 5 at London Heathrow continues to improve customer service levels. Almost 87 percent of short haul flights across the British Airways network departed on time in November. British Airways’ operations out of London Gatwick were the best ever on record for any significantly sized carrier with 94 percent of all flights departing on time in November.

The latest record performance builds on a strong operation throughout the summer and autumn as Terminal 5 has built up to full operations. Punctuality has improved every month for the past six months, with November seeing a 12 percentage point rise on what was achieved in June.

November was the first month of full capacity operations in Terminal 5 and more than 13 million customers have now used its facilities on more than 95,000 flights. By having more than 90 percent of its Heathrow operations in one terminal, British Airways has also been able to improve its baggage performance. The number of bags delayed per 1,000 customers in November was reduced to 12.

This is down from a peak of 38 delayed bags per 1,000 customers in summer 2007. The big majority of delayed bags continue to be transfer bags, which are not delivered on time by other carriers from other terminals at Heathrow in time to meet their onward flights.