After spending many years traveling there on an almost monotonous basis the news is hardly a suprise to me or anyone that has passed through Heathrow in the past. The staff appear to time there breaks so that when several flights at a time come in they are not there and all concerned from the flights are forced to wait (If you can imagine that episode of the Simpsons where Patty and Selma don't let the line at the DMV move all day). The other thing that you realise is that the staff are very reluctant to go outside there job description by even an inch, so when there job is to sell newspapers they wont be assisting you if you want to buy a magazine! (Just an example)
T5 might look good but you would have liked to have thought that with all the media attention Heathrow gets they would've gotten it right at least on the first day, but no, nothing has changed, and hope and optimism is quickly crushed.
RayV
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