I think it's great. I go through there at least once every two/three weeks and it knocks the socks off almost any other terminal in the UK. I wonder whether the premium shopping will survive the next 18 months though? it's noticeably quieter and people don't seem to be buying much...the only places that seem to be remotely busy are the places that sell cheap beer, WH Smiths etc.

The main problem is, as other posters have said, poorly trained BAA staff who can sometimes be rude. Generally though I like it a lot and it seems to have had a positive effect on the morale of BA staff, after the initial problems.

In fact I like it so much that I use the Caffe Nero in the landside departures level as a temporary london office/occasional place to meet people if I have a few hours to kill, not being exalted enough in FF status to make use of the lounges.