It's worth pointing out that many people working in MAG are very much aware of the shortcomings and wish it were otherwise. After all they will have friends and relatives who pass through the airport and hear their tales of woe too. And some responsibility lies with senior management (e.g. not investing in T3, which is cramped all over but particularly around security). However the good news is that perhaps the Which? report has spurred some attention by the powers that be, in terms of considering improvements. I think it may well be dawning on some of MAG's bigwigs that they are losing customers by reputation alone.