BWIA woes
Editorial
Stabroek News
January 3, 2005
It would have been with much empathy that Guyanese travellers caught up in the recent BWIA debacle digested the absolute chaos faced by Americans over the Christmas holiday weekend.
Thousands of US holidaymakers were left stranded at airports across the nation and without their luggage as US carriers Comair and US Airways struggled with operational problems. Comair cancelled flights nationwide after its computer system failed because of the numerous delays and a winter storm and US Airways' baggage system collapsed after a large number of baggage handlers and ramp workers called in sick.
According to reports, luggage was stacked in rows longer than a football field at some points with hundreds of passengers painstakingly checking for signs of ownership.
That these problems are not limited to BWIA would be of little comfort to Guyanese passengers in particular those whose baggage was separated from them in various parts of the Caribbean and further afield.
The pain inflicted by BWIA on passengers and itself would have been less had the airline been upfront with its passengers and more forthcoming with the general public all along. It would not have escaped the attention of the public that the Trinidadian Prime Minister has since issued a directive to the board of BWIA that it either fix the woes of the carrier or the government would find others to do it. Public pressure is also taking on a more determined and organised aspect with a complaints group being established in the UK. The trials of passengers are being collected at bwiasdaness@yahoo.co.uk for as yet undetermined action against the airline.
BWIA's problems transporting passengers with their luggage began on December 17 after several planes had been grounded by aviation authorities because of tears in cargo holds. Yet, up to December 20, after several waves of passengers arrived in Georgetown BWIA had still not communicated with the Guyanese public the real reasons for the problem. In the December 21 report in the Stabroek News the Area Manager said he preferred to await the outcome of a BWIA crisis meeting in Trinidad after which a press release would be issued from Port-of-Spain. Needless to say no press release came and the problems continued for the next two or three days leading incensed passengers to misbehave at the office as the airline had very little edifying information.
A DHL cargo flight with the left luggage arrived on December 22 but by that time the damage had been done and some passengers arriving on flights that day also came without their bags. It was not until December 23 that a clear statement was made in Georgetown by BWIA that the deep tears in the cargo holds of two aircraft had resulted in all airline craft having to undergo checks during this peak season. At that point three aircraft were grounded for inspection and in the interim two aircraft had been leased to fill the gaps.
BWIA's problems with the public fell into two distinct categories from which it should draw lessons for future reference.
First, its attempt to manage the bad news was a dismal failure and only succeeded in further infuriating the public. What BWIA needed to do on December 17/18 was to announce in Georgetown that because of the ripping of the cargo hold fabric its lift capacity would be severely reduced and that passengers travelling during this period would run a fairly high risk of not getting their luggage when they arrived. Passengers could then have been given the option of travelling only with hand luggage - many might have settled for this. Instead, the majority said there was little inkling at their departure points that their luggage would be in any jeopardy. It was nothing short of duplicity as BWIA well knew that many would not have their luggage during this festive season when under normal circumstances there are many other hitches.
Second, the way some BWIA cabin crew and Georgetown staff treat Guyanese travelling on the Guyana leg has been cause for longstanding complaints which the Trinidad-based airline has been unable to resolve. This is not to condone in anyway the crude and unacceptable behaviour displayed by some Guyanese at the BWIA Robb Street office in the midst of the recent chaos. However, there have been numerous testimonies from Guyanese over the years in all types of situations about the boorish behaviour of BWIA staff and the way in which they are made to feel like second class citizens of the region. Public resentment towards BWIA is at such a high that were Guyanese offered options on all of the airline's routes very few would patronise it.
The Guyana leg remains one of the most lucrative for BWIA. It is high time that the airline and its Trinidad principals recognise this by not only observing the tenets of good customer care but also levelling with the public.