MAplc appears to be very focused on cutting costs, particularly as regards staffing. Well, if "money talks" at least consider this. Having been caught in the massive T1 security queue TWICE in the last two months [and yes, I was one of the passengers left behind by "The Airline With Tiny Scruples" on the day the security hall had been evacuated - thanks alot!] my message to MAplc is simple. When the queue builds, passengers who would otherwise spend in your shops/restaurants panic and join the queue immediately. They then spend NOTHING. Once airside [eventually] they are so stressed that they rush directly to gate, abandoning earlier plans to spend in your shops/restaurants there too. They spend NOTHING. And they don't quickly forget the unpleasant experience either. So MAplc, if you can't sort this out for the welfare of your staff and passengers, do the sums. Then sort it out to keep the tills ringing in your shops. On the evening of Monday August 11th another massive queue built up in T1 - it was about one-third the length of the June 29th monster, so you can tell it was a biggie! And when the passengers finally reached the security points only two of the four X-ray machines were in use. Your shops&bars lost a fortune that night. Probably enough to pay for two full-time security guards for a year.
Well MAplc, having read this you probably think I'm another of those whingers who constantly snipe at Manchester Airport. Well you'd be wrong - I'm a big supporter. I've flown via MAN about 600 times. But that's why I care about seeing the rot stopped, and I want to see evidence that you're trying to sort this out. On June 29th you announced over the PA an apology to T1 passengers apologising for the delay [in security processing] "CAUSED BY THE EVACUATION" of the security hall. But in at least one subsequent letter referring to this occasion you later claimed that you were "not in a position to confirm the reason" for what happened. WHY NOT? Do you not at least credit your customers with sound hearing? They already KNOW what happened, and your action in sending out letters suggesting passengers allow extra check-in time to allow for "heightened security screening" to meet DfT directives can only inflame. For gawdsake, at least be honest with your customers. How long do they have to allow at check-in for a security hall evacuation? And, as on Monday, how long should they allow for two of your machines being switched off? Are DfT directives to blame for these too? Please be honest with your customers, then they will show understanding for your problems. If you write and tell them to check in earlier [what do you suggest? 4 Hours?] they will feel angered and speak widely of your failures.
So MAplc. Number one: be honest with your customers. Number two: employ sufficient staff to operate your machines. Number three: inform the airlines affected when queues build so they at least know there is a problem. Number four: put a stop to the few airlines who comb the queue for their own passengers, escorting them ahead of others with earlier boarding times. Number five: having done the above, sit back and enjoy the plaudits of the passengers who will now be able to enjoy your otherwise excellent facilities and SPEND MONEY in them! Now that can't be so bad can it?
One final anecdote on this subject. On Monday night, passengers for the Hapag-Lloyd Express flight endured about one hour in your security queue. No apology or explanation was received; your two inactive X-ray machines were widely noticed. Passenger comments on the subject were choice and are not printable here. Now, as it happens, that same HLX flight suffered a major technical failure and a spare part had to be flown in from Hanover to rectify the fault. The resulting delay exceeded 4 hours. But HLX were indeed "excellence" in adversity: the Captain himself made an announcement at the gate confirming exactly what was happening. The airline chartered a Citation to bring a spare part from Hanover at considerable expense. Free catering was laid on at MAN by HLX, then further refreshments were served free on board. All this from a "no-frills" carrier. Naturally, the passengers were not happy about a 4 hour delay, but they were reassured, well cared for and kept fully informed. Those passengers were left very impressed with HLX [4 hour delay] and disgusted with MAplc [1 hour security queue delay]. DOESN'T THAT TELL YOU SOMETHING??!!!
Unfortunately, I can't yet extend any praise to "leave 'em behind" BMI Baby [June 29th] 'cos they still haven't even answered their mail yet. How long do you guys need? NOT a good show!