British Airways and BAA have still not got it right at Terminal 5

A few months after the disastrous chaos of the opening of Terminal 5 (disastrous in terms of image and reputation), British Airways and BAA started reassuring everyone that all the teething problems were over, that the customer experience was now wonderful, and that – in particular – the queues had diminished and no-one had to wait longer than 10 minutes to drop their bags.

So what’s the reality?

This morning it took 45 minutes to get to the front of the queue for ‘The Fast (sic) Bag Drop’.

Two bits of advice for the senior management at BA and BAA: don’t leave half the desks unstaffed at busy times; and don’t call it ‘Fast’ – ‘Bag Drop will do.

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