Originally Posted by
WHBM
Part of the issue is the current fad for "Targets". I see that the passport management at Heathrow have set themselves a target that "90% of passengers must be processed in 45 minutes". That is a ludicrous target in the first place, the real target should be about 5 minutes, but it leads to the ludicrous complacency that as long as you can keep your wait times just under 45 minutes you have somehow "done your job".
To paraphrase the apochryphal school report - the Border Force set themselves incredibly low standards, which they consistently fail to maintain.
And, to answer a previous poster's question - yes, Heathrow prides itself on its use of Airport Collaborative Decision Making (A-CDM).
http://www.heathrow.com/file_source/...operations.pdf