Cold weather causes travel chaos

The airport operator has faced criticism ranging from being too slow to get Heathrow back up and running - the snow stopped on Saturday but one of its two runways only reopened on Tuesday evening - to a lack of information to customers, to not enough investment in dealing with snow and ice.
Earlier this year, BAA published an investment programme of £5.1bn for Heathrow over five years, of which £500,000 was invested in snow and ice-fighting technology this year, with another £3m planned for the next four years.

By comparison, reports suggest that Gatwick Airport, which is half the size of Heathrow and was sold by BAA last year, spent £1m on snow and ice this year and plans to spend another £7m next year.

Heathrow's "snow fleet" is made up of 69 vehicles; Gatwick's is a reported 150.

BAA chief executive Colin Matthews admitted they had been "too optimistic" on Saturday.

"We were doing extremely well up to the middle of Saturday, then we were hit by snow which we have not seen in Heathrow certainly in my lifetime," he said.

"It took us longer than we expected to take the snow from under the aircraft, to clear the stands and we are really sorry for the disruption that resulted from that.

The Department for Transport told BBC News that the government has offered army assistance to help clear the snow at Heathrow but BAA said the help was not needed.Even when Heathrow does get back to full speed, will its reputation also be fully restored?

"BAA have delivered, but too late. It took them three days to say anything and that is the problem," says crisis communications consultant John Huntley, asking why if they could open one runway, they couldn't open the other..The lack of communication is something that has angered passengers such as Victoria Gardiner, who was delayed for more than two days at the airport with her husband and 17-month-old daughter.

"This morning has been such an eye-opener. The emotional cost of this is way beyond anything [insurance cover] could make up for."