White Hart - It's not just HAL who are "streamlining" it is affecting the other BAA airports too. It's concentrating on the Customer Service areas which includes those involved with the terminal and airfield operation. Trouble is the people doing the streamlining seem to have absolutely no idea about the day to day activities and have no desire to understand the detail of what goes on. BAA are going downhill just like morale and loyalty of many of their experienced staff.