I watched three people attempt to use the machines last week at LHR, all failed with messages like they had no valid ticket on their card. I was therefore not inclined to try. Instead, I joined a queue that took 25 mins to get to the front of, not surprising maybe except that it was the *G queue. Less than 50% of the desks were open across the whole check-in area.
I asked to see a supervisor, the response was that she wouldn't do anything about the queue and that there was no point and that I should just stay in the queue. At that point the person policing the queue simply turned her back to me as if to dismiss me, I asked her not to behave like that when I was talking to her and she walked away.
BMI really have lost the plot on customer service at LHR so badly that I think they will probably never find it! I'm off to the competition for shorthaul from now on.
[This message has been edited by lhrpete (edited 07-12-2003).]