In a major embarrassment for British Airways, the carrier has pulled a multimillion-dollar ad campaign for its new Terminal 5 at London's Heathrow Airport as highly publicized lost luggage and long
delays have marked the new facility's opening. BA had planned a TV, print and online effort touting the speed and efficiency of Terminal 5, but it now says that won't be on until "later in the
Bartle Bogle Hegarty, the airline's agency, was actually still filming the TV spot when the company decided to delay it. Some predict the public's high opinion of BA may limit the
long-term brand damage. "BA is an icon, and people expect a lot from them," says Kate Manasian, managing director of Saffron Consultants. "I don't think [the damage] will be long-term, but there will
be short-term embarrassment," she said.
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