When one of the world’s busiest airports suddenly went dark, causing chaos for thousands of travelers, many wondered how the situation was handled at the very top.
The shocking revelation that Heathrow’s CEO didn’t even know about the substation fire that crippled the airport for nearly a day has sparked serious questions about communication and crisis management.
CEO’s Phone on Silent During Critical Hours
A recent review into the fire, which broke out late on March 20 and caused massive disruption, uncovered that Thomas Woldbye, Heathrow’s chief executive, missed multiple calls about the emergency because his phone was on silent — and he didn’t even realize it.
The fire began at 11:20 pm, but Woldbye only learned about it at 6:45 am the next day, over seven hours later.
Javier Echave, the airport’s chief operating officer, reportedly tried calling Woldbye several times throughout the night and even raised an emergency alarm to get response teams activated, but he got no answer.
Industry Leaders React with Criticism and Concern
This lack of communication didn’t sit well with airline executives.
Virgin Atlantic’s CEO, Shai Weiss, was blunt: “I’ve never once put my phone on silent while running an airline.
This is a 24/7 job where safety and security are absolutely top priorities.”
Weiss also suggested Heathrow should start compensating airlines for the massive shutdown costs revealed in the review.
Meanwhile, Emirates’ chief, Sir Tim Clark, called Heathrow’s response “floundering” and stressed that his airline never lets down its guard when it comes to safety issues.
Labour’s Leadership and the UK’s Vulnerability Highlighted
Willie Walsh, CEO of the International Air Transport Association, weighed in as well, saying the incident showed how vulnerable the UK is under the current Labour government’s leadership.
Despite all the criticism, Heathrow issued a statement defending its overall response, saying the Kelly Review was “robust” and that safety was always the priority.
The Kelly Review Finds Closing Heathrow Was the Right Move
The investigation, led by former Transport Secretary Ruth Kelly, found that shutting down Heathrow was both “correct” and “essential” given the circumstances.
The fire at the North Hyde substation was “unprecedented,” and fully reopening only on March 22 allowed for necessary safety checks.
Kelly stated, “Heathrow made the right decisions in extremely difficult circumstances,” and added that other options wouldn’t have really changed the outcome.
Power Loss Crippled Safety Systems and Airport Operations
The fire knocked out power to critical systems, including the airport’s fire station and security lighting.
In Terminal 2, staff had to use phone torches just to see in the dark.
Firefighters warned it could take six hours before they could safely control the blaze.
The National Energy System Operator later reported that power was fully restored across Heathrow’s terminals nearly 12 hours after the fire began, but flights only resumed several hours later.
Who’s Responsible for the Power Failure?
The report raises tough questions for National Grid, which owns the substation, and Scottish and Southern Electricity Networks (SSEN), responsible for distributing power locally.
Heathrow emphasized the importance of better coordination with these companies moving forward.
The Financial Toll and Flight Disruptions
The near-24-hour shutdown affected 1,273 flights and is estimated to have cost the UK up to £4.8 million in lost tourism revenue.
Despite the huge disruption, none of the Heathrow staff interviewed disagreed with the decision to close the airport.
Recommendations to Prevent Future Crises
While the review largely praised Heathrow’s response, it included 28 recommendations to avoid a repeat.
These range from strengthening ties with SSEN to upgrading emergency lighting across terminals and exploring the need for additional backup generators.
One key suggestion was for key executives like CEO Woldbye to have a secondary way to be contacted during emergencies to avoid communication breakdowns.
Heathrow Promises to Learn and Improve
Heathrow Chairman Lord Deighton summed it up by calling the Kelly Review “thorough” with “clear recommendations.”
He stressed that while the situation was unprecedented, the lessons learned will make Heathrow better prepared for the future.