I'm deeply confused. A year before T5 opened Willy Walsh said:

"Terminal 5 will mean less queuing, faster baggage systems and better punctuality."

And Robbie Ballard, British Airways' CEO for Asia Pacific, said:

""It's designed to make sure there is no queuing in the terminal, full stop"

So I'm shocked to hear that anyone has been caught in a queue.

More seriously, does anyone know how and why they got this so hopelessly wrong?