Sorry, that has been my everyday experience of LHR, I have never had a simple flight through that accursed airport.
Well maybe, but a simple BA-BA transfer should keep you in T5 (bar a few exceptions), and there you have your choo-choo train too.
Star are being brought together in the new T2 - now what does that tell you? Ongoing investment programme.
I know you want to throw all this away and start again, but unless you can make the figures add up, customer service is irrelevant as there won't be any airport to serve them.