Heathrow CEO Asleep and Unreachable During Major Airport Outage

Key Takeaways

• March 21, 2025, fire at North Hyde substation caused Heathrow’s complete power outage and shutdown.
• Over 270,000 passengers disrupted and 1,351 flights canceled or diverted during the crisis.
• Heathrow CEO Thomas Woldbye unreachable six hours; COO Javier Echave closed airport for safety.

A Major Crisis at Heathrow Airport: Power Outage, Passenger Chaos, and Calls for Change

On March 21, 2025, Heathrow Airport—Europe’s busiest travel hub—faced an unprecedented crisis. A fire at a West London electrical substation triggered a massive power outage, forcing the complete closure of the airport. This event disrupted the journeys of more than 270,000 passengers and led to the cancellation or diversion of at least 1,351 flights. The incident not only caused chaos for travelers but also exposed critical weaknesses in how the airport handles emergencies, especially at the highest levels of leadership.

This article explores what happened at Heathrow Airport during the power outage, how the airport responded, the findings of the official inquiry, and what changes are now being made to prevent a similar disaster in the future. The story also highlights the real impact on travelers, airlines, and the wider industry, offering practical advice for those affected by such disruptions.

What Happened: The Night Heathrow Went Dark

The trouble began just after midnight on March 21, 2025. A fire broke out at the North Hyde London substation, which supplies electricity to Heathrow Airport. The power loss was immediate and severe, affecting not only the airport but also thousands of homes and businesses in the area.

Timeline of Key Events:

• ~12:00am: Fire starts at North Hyde substation; power outage begins.
• 12:15am: National Grid, the company responsible for the UK’s electricity supply, holds its first emergency meeting.
• 12:21am and 1:52am: Emergency F24 alerts are sent to Heathrow CEO Thomas Woldbye’s phone, but go unanswered.
• 1:11am: Heathrow’s Chief Operating Officer, Javier Echave, decides to close the airport until 11:59pm, as the CEO cannot be reached.
• 2:14am: The first public statement is released, confirming the airport’s closure for the day.
• 4:00am: Power is restored to 92% of affected customers, but Heathrow’s main intake remains down.
• 4:00pm: Limited arrivals resume at Heathrow.
• 8:00pm: Limited departures begin.
• March 22, 2025: Full operations are restored.

The Impact: Passengers, Airlines, and Global Disruption

The closure of Heathrow Airport had immediate and far-reaching effects. With over 270,000 passenger journeys disrupted and at least 1,351 flights canceled or diverted, the scale of the chaos was enormous. Travelers were told not to come to the airport, and many found themselves stranded in London or at airports around the world.

How Passengers Were Affected:

• Flight Cancellations and Delays: Thousands of people missed flights, connections, and important events. Some travelers spent hours or even days waiting for new travel arrangements.
• Communication Overload: Airlines like British Airways sent over 120,000 notifications to passengers between midnight and 8am—a 2,000% increase in messages. Lufthansa Group sent nearly 50,000 notifications, and other airlines also scrambled to keep passengers informed.
• Travel Insurance and Rebooking: Many travelers had to contact their airlines or travel insurers for help. Some airlines offered free date changes or extended coverage for those stranded by the outage.
• Mail and Cargo Delays: Royal Mail and other logistics companies faced major delays, with backlogs expected to take up to 48 hours to clear after the airport reopened.

Airlines and Industry Response:

Airlines were not responsible for the outage, but they bore the brunt of managing passenger communications, rebookings, and customer service. The incident highlighted the need for better coordination between airports, airlines, and government agencies during major disruptions.

As reported by VisaVerge.com, industry leaders and technology providers have called for improved tools and clearer rules about who is responsible when non-airline failures cause such widespread problems.

Leadership Under Scrutiny: Thomas Woldbye and the Missed Calls

One of the most shocking findings from the official inquiry was that Heathrow’s CEO, Thomas Woldbye, was unreachable for nearly six hours during the most critical period of the crisis. His phone was on silent mode, and multiple attempts to contact him—including emergency F24 alarms and direct calls from COO Javier Echave—failed.

Key Points from the Kelly Review:

• CEO Asleep and Unreachable: Thomas Woldbye was asleep and did not respond to emergency alerts or calls. This left the Chief Operating Officer, Javier Echave, to make the crucial decision to close the airport.
• Emergency Protocols Lacking: The review found that there was no backup method to reach the CEO in a crisis. This gap in communication could have led to even greater confusion if the COO had not acted quickly.
• CEO’s Response: Thomas Woldbye later expressed “deep regret” for not being contactable and accepted the need for better emergency contact systems.

The Kelly Review: What Went Right, What Went Wrong

After the incident, Heathrow Airport commissioned an independent inquiry led by Ruth Kelly, a former UK Transport Secretary. The Kelly Review, published on May 28–29, 2025, examined every aspect of the crisis, from the initial power outage to the airport’s response and recovery.

Main Findings:

• Correct Decision to Close: The review concluded that suspending airport operations was the right choice for safety and that alternative actions would not have changed the outcome.
• Strong Operational Response: Despite the communication failure at the top, Heathrow’s operational teams acted quickly and effectively to manage the crisis.
• Need for Better Resilience: The review identified weaknesses in the airport’s emergency contact protocols and called for greater investment in system resilience.

27 Recommendations for Improvement:

Some of the most important recommendations from the Kelly Review include:

• Second Means of Contact: Key executives, including the CEO, must have a backup way to be reached during emergencies.
• Masterplans for Utilities: Heathrow should develop five-to-seven-year plans to strengthen critical systems like electricity, without relying only on big infrastructure upgrades.
• Enhanced Notification Processes: The airport must improve how it alerts leaders and staff during critical incidents.

Heathrow has already started to put some of these changes in place, especially around emergency notifications.

Why Did the Power Outage Happen?

According to the National Grid, the fire at the North Hyde substation was an “incredibly rare” event. While Heathrow had strong backup plans, the scale and location of the outage made it impossible to keep the airport running safely.

The National Grid and the National Energy System Operator are conducting a full review of the incident, with a report expected by the end of June 2025. This may lead to further changes in how the UK protects its most important infrastructure.

How the Crisis Was Managed: Step-by-Step Response

The response to the power outage followed a clear emergency plan:

1. Incident Detection: Power loss was quickly identified, and emergency teams from both National Grid and Heathrow were activated.
2. Escalation: Attempts were made to alert the CEO using F24 alarms and direct calls. When these failed, the COO took charge.
3. Decision to Close: For safety reasons, the COO suspended all airport operations.
4. Public Notification: Media, government, and the public were informed, with clear advice for passengers to stay away from the airport.
5. Recovery: Power was gradually restored, and limited flights resumed by late afternoon.
6. Full Reopening: By March 22, Heathrow was back to normal operations.

The Broader Impact: Industry, Parliament, and Future Policy

The Heathrow outage did not just affect passengers and airlines. It also raised big questions about how the UK 🇬🇧 protects its critical infrastructure and how the aviation industry manages large-scale disruptions.

Industry Lessons:

• Shared Responsibility: The crisis showed that airports, airlines, and government agencies must work together more closely during emergencies.
• Disruption Management: There is a growing need for better tools and clearer rules about who is responsible for helping passengers when things go wrong.

Parliamentary Oversight:

UK Parliament committees are now reviewing the outage and its impact on national infrastructure. Lawmakers want to know what went wrong and how to prevent similar incidents in the future. For more information on these inquiries, readers can visit the UK Parliament’s committee publications on the Heathrow outage.

Resilience Investments:

Heathrow is expected to invest heavily in making its systems more resilient, especially its energy supply and emergency communications. These changes will be part of the airport’s long-term masterplan.

Upcoming Reports:

A full report from the National Energy System Operator is due by the end of June 2025. This may lead to new rules or investments to protect other key sites across the United Kingdom 🇬🇧.

Real Stories: How Passengers and Staff Coped

For travelers, the Heathrow Airport power outage was more than just an inconvenience—it was a major disruption to their lives. Some missed weddings, funerals, or important business meetings. Others had to find last-minute hotels or wait for hours in crowded terminals.

Examples of Passenger Experiences:

• Families Stranded: Many families with young children spent the night at the airport or nearby hotels, unsure when they could travel.
• Business Travelers: People on tight schedules missed important meetings or had to reschedule key events.
• International Students: Some students traveling to or from the United Kingdom 🇬🇧 faced visa and immigration issues due to missed flights, adding extra stress to an already difficult situation.

Advice for Affected Travelers:

• Contact Your Airline: Airlines are responsible for rebooking flights and providing updates. Check your airline’s website or app for the latest information.
• Travel Insurance: If you have travel insurance, contact your provider to see if you are covered for delays or extra costs.
• Stay Informed: Follow official airport and government channels for updates during major incidents.

Leadership Accountability: The Role of Thomas Woldbye

The incident put Heathrow CEO Thomas Woldbye under intense scrutiny. Being unreachable during a major crisis raised serious questions about leadership and accountability. Woldbye has since apologized and accepted the need for better emergency contact systems.

What’s Changing:

• New Contact Protocols: Heathrow is introducing backup methods to reach key leaders during emergencies.
• Regular Drills: The airport will conduct more frequent emergency drills to test its systems and staff readiness.
• Public Transparency: Heathrow has pledged to keep the public and government informed about progress on these changes.

Looking Ahead: Building a More Resilient Heathrow

The March 2025 power outage was a wake-up call for Heathrow Airport and the entire aviation industry. While the operational response was strong, the crisis exposed serious gaps in leadership communication and system resilience.

Key Takeaways for the Future:

• Better Emergency Contacts: Airports must have reliable ways to reach top leaders at all times.
• Stronger Systems: Investments in backup power and communication systems are essential.
• Clearer Responsibility: Airlines, airports, and government agencies need clear plans for managing disruptions and helping passengers.

For Travelers:

• Be Prepared: Always check your flight status before heading to the airport, especially during bad weather or other emergencies.
• Know Your Rights: Understand what your airline and travel insurer must provide if your journey is disrupted.
• Stay Connected: Use official sources for updates and avoid relying on rumors or unofficial social media posts.

Conclusion: Lessons Learned and the Path Forward

The Heathrow Airport power outage of March 2025 was one of the most serious disruptions in recent aviation history. It affected hundreds of thousands of people and exposed weaknesses in how even the world’s busiest airports handle emergencies.

Thanks to the quick actions of operational staff and the lessons learned from the Kelly Review, Heathrow is now making important changes to prevent a repeat of this crisis. With new policies, better systems, and a renewed focus on leadership accountability, the airport aims to serve passengers more safely and reliably in the future.

For the latest official updates and travel advice, passengers can visit the Heathrow Airport official website.

By learning from this event, not only Heathrow but airports and airlines around the world can build stronger, safer systems to protect travelers and keep global journeys on track.

Learn Today

Power Outage → A sudden loss of electrical power disrupting airport operations and infrastructure.
F24 Alerts → High-priority emergency notifications sent to key personnel during critical incidents.
COO → Chief Operating Officer; executive responsible for airport operations during emergencies.
Kelly Review → Independent inquiry analyzing Heathrow’s response to the 2025 power outage crisis.
National Grid → UK company managing electricity supply and coordinating emergency responses.

This Article in a Nutshell

Heathrow faced a rare power failure on March 21, 2025, disrupting 270,000 travelers. The CEO was unreachable, forcing the COO to close the airport. The Kelly Review prompted essential changes to emergency protocols, increasing resilience and communication preparedness, highlighting vital lessons for global aviation infrastructure security.
— By VisaVerge.com