This paper reconsiders the opening of Heathrow’s Terminal 5 which was considered by all and sundry to be an unmitigated disaster. It re examines the problems that occurred on opening day using the reports that appeared in the media in the immediate aftermath and the evidence presented to the House of Commons Transport Committee. The opening disaster seems to fall into the category of as ‘normal incident’ (Perrow, 1984), but that both BAA and BA suffered from technological hubris (Hughes, 2004) which led them to create unrealistic expectations and ignore the human aspects of the complex system that they were creating..
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