From a member of the public's point of view it seems rediculous that one of the world's busiest airports is unable to cope. As has already been mentioned, other counties and even other airports in the UK seem to cope admirably. 'Learning a lesson from the past' seems secondary to bottom line profit and customer dis-satisfaction.
I personally feel really sorry for the front line staff on the desks who are no doubt having to take the brunt of the passenger anger in the Terminals and who no doubt have no more information than the poor passengers themselves who just want to get where they want to go!
Last edited by Pilotinmydreams; 21st Dec 2010 at 14:04.
Reason: rubbish english on my part