Don't forget that there is no customer service at BAA anymore. They only teach their staff the BAA/Ferrovial One Rule of Customer Service... i.e. The middle finger!
How they can expect anyone to fly longhaul without hold baggage is beyond me but don't worry... I'm sure their fabricated monthly reports will be doctored to show how efficient LHR and BAA are and how disruption was kept to a minimum!
Heathrow stinks!