What do the BA luggage handlers think they are doing?

I arrived at T1 tonight and I ended up waiting at the carousel a total of 5 minutes for my checked bags. This is almost identical to the last time I arrived at T1 (about a month ago). Once again, they forgot to send my bags off to Milan after their arrival at LHR and I actually had to take them home from the airport myself. What do they think they are playing at?

So, total time from on-stand to airport-exit was less than 20 minutes, even with hold luggage (and the plane was on-stand only 5 minutes later than the scheduled arrival time). That beats most European airports in my experience. The minumum time at the new terminal (T4) at MAD is 50 minutes.

Departing LHR late Friday afternoon was a breeze too. OK, I was using Zone R (zero wait), but I was told by other pax that the main check-in and security was pretty fast too.

So what's all the fuss about? I love Heathrow.