The other thing I've noticed flying into LHR is the baggage issue. I have IRIS and, when it's working, am quite happy to be one of the first through security. However that only seems to lead to a longer wait at baggage claim because on numerous occassions CO doesn't first offload priority bags and the belts can only handle so many bags. So I've actually had to wait over an hour for enough space to appear on the belt for my bag to eventually make it down the chute. Even when they do first offload prioirty bags, often times about 1/3 of the flight has the prioirty designation.

The only good experiences I've had at LHR are hand luggage and a functioning IRIS machine, otherwise you need at least an hour.

I've also often complained to the consierge about this and to your point, they can't/don't do anything about it. It's a much easier arrivals experience on United, flying into T1, haivng your own fast track lane, and also being 10-20 minutes closer to London since you don't have to take a connecting train to get to the Heathrow Express. That's my new strategy, CO outbound, UA Inbound.