Agree PaxBoy
If only BAA at Heathrow would get rid of the I am a failed engineer in disguise attitude and stop listening to all those millions of blooming consultants that ask at least £100 an hour to attend any insignificant meeting, then maybe they could get somewhere.
While the Heathrow staff are guided by idiots (consultants) and as they have obviously lost the capacity to think for themselves, is it any surprise it is by far the worst airport in the world.