For anyone that's still following this, I got a reply from BAA.


"Dear Mr Roberino,

I am sorry that you had to wait for so long at security when you travelled from our airport recently. I know this must have been very frustrating, thank you for following this up with us.

We do try to gauge how many passengers will be going through security at any one time, and make every effort to have enough staff on hand to stop queues building up. Regardless, I can understand that your experience was not in line with the level of service you should expect from us.

However, what transpired after your discussions with our staff is of great concern and I have passed all your comments on to Terminal 1’s operational senior leadership team for them to look into the issue. As a plus, I am pleased to know that our staff handled the situation professionally.

Thank you again for taking the time to bring the matter to our attention. I hope we can restore your confidence on future visits to our airport.

Yours sincerely,

xxxxxxxx"


Does it sound to anyone else like they are more concerned with disciplining the staff involved than fixing the system?