Paxboy, I have spent my life around transport and service industries so know abit more than you seem to give me credit for.
A friend arrived here in New York via Newark yesterday evening, 1 1/2 hours waiting at immigration with only 4 lanes open. Normal here but if you try and complain its all because of security don't you know. The longest wait at LHR has been about 15 mins. Lucky maybe be speak as I find.
The solution is much bigger than just putting on a few more staff. it includes new bigger airports and better approach (and usage) to public transport. Not going to happen in my life time, to many nimbys and a sure fire vote losser.
We can all talk about nice new airports that seem to be just right. A few weeks ago we went to Indianapolis Airport, nice new with no lines and a short walk to get the hire car. Only problem is its like that because it doesn't have any traffic and better yet no international flights.