Yesterday, my experience of T3 was the worst I’ve ever encountered. As usual the 3 travelators from train station all broken. Upon entering T3, the escalator to the check in on the first floor is cordoned off and a sign directs you to use the lifts. One of these was permanantly stuck on level 3, so only 1 in use; had to wait for 3 elevator loads before we could use it.



Arrived for BA1399 at 2pm, 2 hours before the 4pm departure, flying J. Signs state in capitals ‘check in opens 2 hours before the flight’. The queue for the business class lane was so long it was beyond the entrance to the channel. Signs cover all the electronic check in machines saying they are out of use. It took 58 minutes before I dropped my bag at 2.58pm. Yes … an hour for a business passenger to check in their bag!! Only one check in agent was dealing with the business class lane and Special Assistance lane people were also taken down this lane to be dealt with here. Not only that, but the check in agent assigned also frequently left her position to go to other agents desks as she was the supervisor. The lane next to her was closed and the lane next to that was being used by the economy lane. Almost at the front ….having waited 50 minutes, she then closed her desk. I protested and said we have been waiting almost an hour and her response was ‘so has everyone else’, which wasn’t true as the economy line had 4 check in agents and people were seen much quicker, even those who had joined the queue after us. Given protests from exasperated passengers other than us, she sent over an agent to check us in. He opened the previously closed lane in front of the Assistance lane. He eventually checked us in but we had to weigh and check our bags with him then move them to the adjoining lane and wait for the passengers being checked in there before sending out bags down the belts. He told us the belts weren’t working on his lane ‘like a lot of things at Manchester’ and then also informed us we’d need paper boarding cards as the security lanes don’t always accept BAs electronic check in boarding cards and you risk being sent back to us to get them!



Security fast track lane was closed at the entrance. We just removed the barrier tape and walked down to use the lane. Fortunately we only waited 5 minutes for fast track and our bags were not picked for secondary check. We went up to the lounge which was busy. The tables were dirty, sticky, food on the floor and general feel of neglect. We only had 10 mos there for a quick drink before going back down to the gate; as previous experience told us no or to trust the information on the screen. It was the usual scrum down there and again as usual the flight was delayed 30 mins.



Management at the airport are just inept - here’s a 10 point plan.

1. Fix the broken travelators … after all it’s only been about 4 years since they were working…
2. Don’t take both elevator and lift out of action at the same time in T3. One working lift to departures isn’t enough.
3. Fix the broken electronic self check in machines - they are all out of action.
4. Update the airport website so it’s accurate. It currently states ‘As a general guide, you will need to have checked in and be ready to go through security at least 2 hours before your flight departure time’. Not possible with BA if you have a bag to drop. The website also says ‘Self check-in kiosks are located within the departures areas of Terminals 1, 2 and 3’. None work for BA and haven’t for some time.
5. BA check in desks should open 3 hours before the flight not 2 hours. 1 hour and 15 minutes (desks close 45 mins before departure) to check everyone in, isn’t enough when you don’t have adequate staffing.
6. Fix the broken luggage belts. Passengers shouldn’t have to lug their own cases to another lane!
7. Update your systems - electronic boarding passes should scan just fine !
8. BA Business Lane and Assistance Lane BOTH need a dedicated member of staff. And the Business Lane check in shouldn’t be closed when passengers have been waiting in it almost an hour.
9. Clean up the lounge. Sticky tables and crumbs everywhere isn’t acceptable, although the staff are friendly.
10. Get the Information screens working properly, so they tell real time information. If there’s a 30 minute delay, don’t tell passengers flight boarding, only to arrive at the gate and find the crew haven’t even got on board.

Yesterday’s experience highlighted just why the airport is voted the worst in England (and voted one of the worst internationally).