Baroness Buscombe (Con)

My Lords, I shall try once more. I am rather tired because I, too, was very badly directly affected by this incident. The incident itself was deeply unfortunate, but one key issue is the lack of rigour in customer support from our principal carrier for terminal 5. There is clearly a problem with rigour in the contracts between the carriers and Heathrow Airport Holdings. There must be because, first, the systems and processes for security and for processing customers at Heathrow are so antiquated. I have had the luck in the past few weeks of going through a number of airports that make Heathrow look an embarrassment by comparison in its support for customers and in making the life of customers through the airport a pleasant experience. In the Statement, the Government say that they are “acutely aware of the need to ensure that passengers are well looked after”. Will the Minister impress on the Secretary of State the importance of using this seriously important opportunity to demand the possibility of looking at the contracts between the carriers and Heathrow Airport Holdings? Each time there is an issue—and this is not a peculiar issue of lack of customer support but a daily problem at Heathrow—British Airways constantly abrogates responsibility and blames Heathrow Airport Holdings for problems. This is a chance for the Government to say that we need to understand who is responsible for what and to look at customer support. My noble friend referenced the need for communications, but it is not only about communications in the middle of a crisis. British Airways passengers were left high and dry, with a phone line that is available only from 9 am to 5 pm and a lack of support at various airports, while looking at planes that were sitting in the middle of the runway and doing nothing when Heathrow was already back and open.