A really interesting article with some very valid points. I think that one of the problems LHR faced was that it was one of the first and has not been designed as a master vision merely an evolvement of what was there. The basic design was flawed by restricting access to tunnels and allowing the airport to be placed in a residential area. Unlike AMS etc LHR did not start life competing for business it was where the business started (en masse) and so that basic service ethic was not rooted in the basis of all that happened at the airport. As for leaky roofs and dirty carpets I am not sure how the govenment can set targets that basically measure the pride BAA have (or not) in their product.

I am confussed by that. I walked that route about four or five weeks ago and it was all under ground in a modern marble and glass tunnel that emerged indoors by VS checkin. If it has been closed during the massive building and redevelopment works I think we have to give them that one, otherwise LHR really will not get any better, ever.