On March 21, 2025, Heathrow Airport, one of the world’s busiest travel hubs, ground to a halt. A fire at the nearby North Hyde electrical substation late on March 20 triggered a power outage.
This led to the cancellation of approximately 1,300 flights and disrupting travel for over 200,000 passengers.
The Kelly Review, an inquiry led by former Transport Secretary Ruth Kelly, revealed a further detail. Heathrow’s CEO, Thomas Woldbye, was unaware of the crisis because his phone was on silent mode. This oversight has raised questions about communication protocols at the airport and sparked calls for change.
Overall, the Rt Hon Ruth Kelly, former Secretary of State for Transport praised the response by Heathrow Airport. “The evidence confirms that Heathrow made the right decisions in exceptionally difficult circumstances. Whilst the disruption was significant, alternative choices on the day would not have materially changed the outcome.”
“The airport had contingency plans in place, and the report highlights that further planned investment in energy resilience will be key to reducing the impact of any similar events in the future.”
March Heathrow Airport Closure
The incident began when the substation fire cut power to critical systems, forcing Chief Operating Officer Javier Echave to make the decision to suspend all operations at 1:15 AM.
While Echave acted swiftly to ensure safety, Woldbye remained out of the loop. Asleep at the time, the CEO had his phone on his bedside table, but it was inadvertently set to silent. Despite attempts to reach him, Woldbye only learned of the closure at 6:45 AM, nearly six hours later.
The Kelly Review noted that this delay did not alter the outcome, as Echave’s decision to halt operations was deemed correct. However, the inquiry underscored the need for better emergency communication systems to ensure key leaders are reachable during crises.
Significant Flight Disruption
The closure of the London primary hub caused widespread disruption. Passengers faced long delays, missed connections, and frustration as flights were grounded.
Heathrow Airport (LHR), which handles millions of travelers annually, struggled to manage the fallout. The power outage affected critical infrastructure, including air traffic control and runway lighting.
This left no option other than to suspend flight operations. While power was restored later that day, the ripple effects lingered, with airlines scrambling to rebook passengers and clear backlogs.
Operational Decisions Praised
Woldbye expressed “deep regret” for being uncontactable, acknowledging the importance of his role in such situations. The Kelly Review praised the operational decisions made but recommended improvements to Heathrow’s crisis management protocols.
These include ensuring multiple communication channels for executives and clearer chains of command during emergencies. The report also highlighted the need for robust backup systems to prevent similar outages in the future.
Heathrow CEO Thomas Woldbye said: “Heathrow exists to serve our passengers and airlines, which made the decision to close the airport in March because of the North Hyde substation fire tough, but necessary.”
“We hope that all our stakeholders understand this was done to protect the safety of passengers and colleagues. We’re truly sorry for the disrupted journeys, and we understand the impact this had on so many of our customers.”
“The Board commissioned the Kelly Review to assess our preparedness and scrutinise our response. The evidence confirms that Heathrow made the right decisions on the day and successfully put safety first without a single injury reported.”
“Investments in energy resilience have been and will continue to be part of our strategy, and our response to this unprecedented incident was effective due to well-drilled procedures. The Review’s recommendations will further strengthen our resilience, and our team is committed to implementing them in full.”
Conclusion
This incident has put a spotlight on leadership accountability at major airports. Heathrow, a critical gateway for international travel, cannot afford lapses in communication.
While the Kelly Review cleared Woldbye of direct responsibility for the closure’s impact, it emphasized that such an oversight must not happen again.
For passengers, the chaos was a stark reminder of how fragile airport operations can be when unexpected events strike.
As Heathrow implements the review’s recommendations, the focus is on rebuilding trust. Travelers and stakeholders alike will be watching closely to ensure the airport is better prepared for the next crisis.
For now, Woldbye’s silent phone serves as a cautionary tale about the importance of staying connected when it matters most.
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