BAA "lies, damn lies and statistics"
BA do need more, direct facts and stories from staff using T5.
One of their problems is that BAA do a lot of measurement, and BAA's measurements tell BAA what a wonderful job they are doing.
They use these3 stats in their meetings with BA, who need data to respond.
For instance, on Security queuing....................(you couldn't make it up").............
BAA do not measure the queues that you and I experience. Rather, they produce a composite queuing time taken over the whole day - right in to the night, when there are no queues. Surprisingly, when they do the averaging, queues that last for hours for you and I come down to 10 minutes.
Help BA to get data to stop this stupidity.