notlangley - I'd say for a start that the service is capable of being equally lousy in the other LHR terminals, and indeed at many other UK airports. I can't tell you why, but I can tell you that I have been in African Airports where there has been a higher standard of ground support visible, both technical and customer than in LHR, LHW, LTN, STN & BHX.
It seems to be how businesses are run in the UK these days - and in part, why Britain is doomed in the medium to long term.
God I sound gloomy!!!