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LUTON AIRPORT Passenger Reviews and Customer opinions |
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LUTON AIRPORT review : 25 September 2008 : by Eva Drewett
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Customer Rating : 1/5 |  |
It cost £1.00 to use a trolley at Luton Airport. It is a rip-off! As far as I am aware the idea of
charging for the use of baggage trolleys has been recently introduced. There is no clear information
to make sure that passengers would understand that this is non refundable fee. Most people would
assume that £1.00 would be refunded when trolley is placed properly in a row at the other end. What
a surprise it is not. Passengers are actually charge £1.00 for using the trolley to take their
baggage from the pickup/set-off area to the terminal building .The distance is just a few yards. It
is outrages and disgraceful rip-off. I travel a lot but did not come access such a deceiving way of
squeezing money from travellers. The charges for car parking are already ridiculously high. What
next? Should we start paying for breathing the air at the airport area?
LUTON AIRPORT review : 15 August 2008 : by R Bowdon
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Customer Rating : 1/5 | |
It cost £4.50 to park for 20 minutes to meet my daughter in June. If her flight had been late or
baggage delayed, it could have been £6 or £7 for less than an hour. A rip-off! The only alternative
is to join the many motorists parked on roads near the airport and contact arrivals by mobile phone.
I did this a month later at approx 10.30pm. Vehicles were parked on double lines, in bus stops,
hotel approach roads and gateways with drivers on mobiles waiting for news from arrivals. This is
not a satisfactory situation and could cause traffic congestion or accidents. But what else can you
do? Why are airport charges so high and why is there no simple drop off/pick up facility. The drop
off area is confusing. I didn't dare go through the barrier in case I would be charged some
ridiculous fee just to stop for one minute and not even turn the engine off. My passengers were
dropped by the roundabout, not a very safe place to make a quick exit. Even though I live in
Bedfordshire, I would not recommend anyone to use this airport if they have to rely on their own
private transport. And what other way is there to get home to a village in north Beds at 11.30pm?
LUTON AIRPORT review : 5 July 2008 : by M Preston
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Customer Rating : 2/5 |  |
When I joined the queue to check in for an easyJet flight there were 9 people in front of me, one
group of 3, 1 couple, and two singles. It took 25 minutes to get them checked in. I wonder what a
busy day would be like. The so-called security person who searched me after the metal detector went
off (because I had a small wad of folded paper in my back pocket) was threatening and arrogant
before I'd said a word, and when I told him he had an attitude problem he told me 'to watch my
mouth' or I'd get a 'personal search' and then rudely demanded I remove my shoes - clearly on a
mission to be spiteful and obstructive. I then told him that just as airport staff have the right
to not be abused, so do the public, he then stuck his face into mine and one of his colleagues
threatened me too. It's not my fault if these people hate their jobs and the public, they chose to
do that job knowing what it entails. This was the worst security related experience I have had in
over 30 years of extensive world wide travelling, much of it in countries where one might expect
such treatment. It is totally unacceptable for the UK to allow public facing employees to behave in
such a manner.
LUTON AIRPORT review : 7 June 2008 : by Darren McCormac
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Customer Rating : 2/5 | |
Flew back to LTN from SXF. Many of the issues I encountered were not directly due to the airport
management, but surely it could exert some influence? Immigration was fairly quick and painless, but
baggage reclaim took an undue amount of time, in view of the number of passengers and how long it
took to get off the plane and to reclaim. So I took the opportunity to use the train ticket machine
in the baggage hall to save some time later - only to discover that it only offered open and saver
return tickets! The supposedly better shuttle bus to Parkway station took its own time (and don't
even get me started on the sheer rudeness of the station staff). It took me three hours to get from
the plane to south London. Ridiculous - Gatwick and City for me from now on.
LUTON AIRPORT review : 13 May 2008 : by M Gough
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Customer Rating : 1/5 | |
Where do I start with this excuse for a airport. Nice terminal. Thats it for the compliments.
Security is a joke with very rude staff. Queues everywhere especially at immigration. Did they not
imagine people might be coming through and staff were required. Now my biggest gripe is the car
parking. The signage is varying between non existent to determined to confuse you to a massive rip
off. Picking up my son cost me £3 for two minutes to park so I could put his bags in the boot. Look
at their short term charges and try and find a place to pick someone up. A disgraces.
LUTON AIRPORT review : 30 April 2008 : by Jason Tottey
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Customer Rating : 2/5 | |
I am afraid that Luton is starting to show its age. You only start to notice problems when your
circumstances change. I have always travelled through here without anyone accompanying me, but
things change when you have a child in a pushchair. Having to go up a floor for security, which
means you have to then go back down stairs to reach your gate. Admittedly check in and boarding
passed ok. On return to the airport walked over to entrance and again had to climb flights of
stairs, with what seems like huge distances to passport control, with again a descent down stairs to
reach it.. It was a good job grandparents were on hand to help out. This airport seriously needs
to be re-arranged to provide a much better route through the airport for the passenger.
LUTON AIRPORT review : 29 April 2008 : by R Hopkins
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Customer Rating : 3/5 |  |
Have they read this website and reacted or was it pure luck? I travelled on 21.04 and was
astonished at the speed of check-in. This was back to the old days. Security operated moderately
well, though why do some go through with heavy sweaters while I never do? We even had time to look
in the shops, a first for a long while. Return was the usual queue to immigration. However, knowing
this was likely, we'd legged it from the bus to get in quickly and were lucky to be just ahead of
another plane-load. As we passed through, the queue was at the usual horrendous length.
Even our luggage was there fairly quickly. Car parking £50 for 4 days! No, I don't want to park in
an isolated village miles away to get a cheaper rate, but it will be the taxi next time.
Don't get me wrong, I don't feel positively about this airport and avoid it if I can, but on this
occasion it more or less worked like an airport!
Luton Airport review by E Morris
11 April 2008 Customer Rating : 
A cheap and cheerful but as yet disorganised airport. The transport links are poor and if you plan
to get there by road expect you must allow for traffic chaos on the unending delays caused by
perpetual roadworks and alterations or risk missing your flight. Public transport is the best bet
but trains stop running very early and are often crowded , dirty and unreliable so you might have to
rely on a bus! The parking arrangements are very costly and offer very poor value for money . As
with most airports in the Uk, the owners seem oblivious to the needs of passengers and the grim
feedback given here is unlikely to have any impact whatsoever.
Luton Airport review by Mark Bickerton
7 March 2008 Customer Rating :
Arrived at Luton at 2230 on Sunday evening. No steps available, so we waited 15 minutes before we
could disembark. The queue for passport control at arrivals contained about 600 people, requiring a
wait in sheep-pen like conditions for 20 minutes. Rather unhelpfully, after 15 minutes there was an
automatic announcement that we 'might experience some delays because of planes arriving', almost
implying that planes arriving was not something they considered when designing the airport or its
systems! A few staff were on hand and to be honest they did help pregnant women and those with
young children, but at no time did anyone apologise for or explain the situation.
Luton Airport review by James Camp
21 February 2008 Customer Rating :
Shockingly bad experience. Firstly we were stuck place for a while as there wasnt enough stairs to
get us of the plane. Then crammed on to a single bus (which had the heating turned up) to be taken
to the arrivals terminal. We queue for ages to get in as only 6 out of 10 immigration booths are
open. Finally we have the pantomime of getting our luggage back. Took about 45 minutes, maybe an
hour to get our luggage. No information as to what was causing delay as staff were indifferent or
stressed and thus no real help. No tannoy or staff announcements as to what was causing problems -
information was passed word-of-mouth via passengers. Eventually luggage turned up but no
apologies/announcements etc. Utter rubbish, avoid if possible.
Luton Airport review by G Hamilton
30 January 2008 Customer Rating : 
Why do passengers get so irate about security checks? Simple. Because the checks are illogical and
hopelessly inconsistent from one airport to another. Yesterday, I was required to remove shoes, a
light suit jacket and a narrow silk scarf, leaving me in a state of undress that I found, frankly,
humiliating on a busy businessman-oriented flight to Amsterdam. I fly every week almost, preferring
City Airport and Stansted, and I know not to wear belts or heavy jewellery. But with every security
guard freelancing the regulations, there seems to be no way to get through the process unscathed.
At some terminals, mere possession of a stick of mascara or lipstick can have you apprehended;
however, returning from a continental city, you can wear what you like and carry your full make-up
kit. Security chiefs - GET REAL. No damage will be done by a slick of lip balm. If your intention
is to persuade us of your vigilance and thoroughness, I'm afraid this is one PR exercise that is
having exactly the opposite effect.
Luton Airport review by R Lewin
24 January 2008 Customer Rating :
Luton Airport (laughably called London Luton) goes from bad to worse. Flew into it on 21 January,
2008 and what a horror - a horrible welcome home. You walk across the tarmac into a 1970s prefab.
You then wait for ages in a huge snaking queue while a small number of immigration officials glance
at your passport. After getting your bag, the worst horror of all: getting on the shuttle bus. Now,
in my experience, this has always been free. But they now charge - the cheek! Just because the
airport was so badly planned that they couldn't attach a train station to it we have to pay to get
to the railway station (a mile away). So there was a man there, trying to sell
tickets and massively slowing down anyone getting on the bus. Of course many of us just ignored him
and went to the front of the bus and got on there with no obstructions. Although he knew many of us
must have done this he did nothing. He'd previously let the last bus go to the station even though
it was half empty. So all this pay policy has achieved is: considerably delaying people getting
their onward connection. And then Luton Airport railway station is a joke in itself - the boards
showed a 1922hrs train to St Pancras. Then it changed to being one to Brighton stopping at fewer
stations. Then it changed again. And back. Utter chaos. What is it about Luton that makes everything
associated with it so terrible?
Luton Airport review by Adam Simmons
15 November 2007 Customer Rating : 
I have flown out of Luton several times recently. I'm not sure what they have done, but the
nightmare security queues have disappeared. Immigration has not made such great strides, but, on my
last visit through on November 10th, the queues moved incredibly fast, probably as there were no
non-EU visitors. I also do my best to avoiding a scheduled arrival at LTN between 2300 and 2359,
which is the peak arrival time.
Luton Airport review by N Jones
9 October 2007 Customer Rating :
Having returned 7/10/07 it was a complete shambles and from reading the previous comments on this
website it has been like this for some time. Landed at 11.21 no buses to get us to the Terminal!
Immigration is a complete joke with 4 desk open for EU passport holders. Left the immigration hall at
00.35 to find our luggage on the floor as more flights arrived. Who is accountable for this
situation?
Luton Airport review by Paul Turner
18 September 2007 Customer Rating :
Flew out of Luton on 10th September without any problem. The return on 15th September was very
different. The queue at immigration started pretty much at the entrance door where we were dropped
off, stretched up the stairs, along a corridor and into a room heaving with passengers. Only 5 of the
available 9 desks were manned. It took nearly one hour to get through. Frankly it was an embarassment.
I hate to imagine what overseas visitors make of this first impression. I then spent 15 minutes
queuing at the NCP desk to get my car park ticket validated. I left tired and frustrated.
Luton Airport review by M Blyth
18 September 2007 Customer Rating :
Staff located at various points helped expedite travel through security, about 8 mins. Departures,
pleasant & bright, although the various food outlets are all much the same, with little variety.
Departure from low numbered gates, which tends to include all ryanair flights, some easy flights,
including all domestics, does involve a fairly lengthy walk to the departure gates, what were
originally part of the old terminal. Higher numbered gates utilise the new pier, which offers good
views of the airfield, but has very little seating. Overall, a reasonably pleasant experience, which
seems to have improved in recent months, but still very busy.
Luton Airport review by Tony McLaughlin
11 September 2007 Customer Rating :
Much maligned in the past, but now improved in most areas. The departures area is lacking in choice
for eating, and there is no men's clothing outlet. The walk from departures to the gates is similar to
the corridors of an NHS hospital. Gate 15 was my gate for the flight to BFS, straight down some
stairs, tickets and passport check and then into the appropriate queue for boarding in an orange shed.
This is presumably at the request of easyJet. The on screen info advised us to go to gate, and when we
got to gate flight was boarding - smooth and simple.
Luton Airport review by Robert Hall
16 August 2007 Customer Rating :
I've flown through the airport a number of times and based on those visits have found it to be fine.
I have never had to queue for longer than 30 minutes to get through security. The main grumble is the
long walk from the terminal down a long dull corridor to get to a waiting area thats straight out of
the 80's. Once there, its almost like a maze and no one was there to co-ordinate queues for 3
different flights that seemed to be going into one another, though this is mainly a grumble at the
handling agents. The terminal building is pleasant enough, considering the financial constraints that
come from competing against three BAA airports in London.
Luton Airport review by R Hopkins
7 August 2007 Customer Rating :
Returning to this airport makes me embarrassed to be British. After a ridiculously long walk through
shabby corridors, the passport control queues are unacceptable. Most passengers ignore the 'No mobile
phones' signs, which are probably there to prevent filming and photography of this disgraceful place.
There are no staff around to assist anyone who might need it. The recorded announcements that there
may be queues at busy times are a further insult. When are the not busy times, so I can book to
return then? When returning to the UK at around midnight, no-one wants to stand in a line for over 30
minutes to be allowed back in. If you look in the rack behind the immigration officials, there are
complaint forms, pretty much obscured, of course. After all, they can't imagine this situation is OK,
can they? The only good things about this airport are those which the airport does not organise: M&S
being open late (fresh milk and bread available after midnight) and being able to get away from it
quickly by taxi. This airport has no capacity for expansion and should not be allowed to continue in
this shambolic way. Use it only if you have no other option.
Luton Airport review by P Taub
3 August 2007 Customer Rating :
Luton Airport is a disgrace. The design of the area where we have to wait for the plane is awful.
Why are there only a few seats here and why are there about 6 flights of stairs to go down to get to
the plane - the lifts are never working. Also coming into Luton on Saturday 28th July 2007 at 1.00 in
the morning. There were about 6 flights coming in together. The queues were awful, we had to wait
over 45minutes as there were only 2 people on passport control. Then we had to wait another 1 hour
for our luggage to come through -there was only one conveyor belt working - they did not have enough
staff to manage all the flights - it was also terrible rain that evening and the luggage had been just
left to get soaking wet. The poor people with babies could not use their pushchairs as they were
soaking. We are treated so badly. This is the busiest time of year and Luton should have a lot more
staff around at this time of night. I think Luton Airport needs to get its act together - how can it
ever expand if it is unable to deal properly and safely with the airport as it is now.
Luton Airport review by Patrick Jordan
2 August 2007 Customer Rating :
My first time departing from Luton, and what a dreadful experience.
There was a massive tailback (this was Sunday evening!), partly due to
road works, but continuing right into the terminal building. Check-in
area spacious, but a system failure caused delays. The food available
landside in the "food village" was well past it's best. This is the
first time I have been charged for plastic bags for security, and they
were only sold in packs of 4 for £1. And this is in addition to steep
airport charges. The walk to the gates was very long, it seemed even
longer than Heathrow T1, but at least they have moving walkways for
passengers. First impressions count, and Luton seems to be almost
inaccessible by road, only suitable for able bodied pax, and run by
grasping management. Maybe LHR isn't so bad after all.
Luton Airport review by Federico Muscogiuri
17 July 2007 Customer Rating :
Awful sums up my impression of Luton airport. The airport extension is
basically another overpriced shopping mall with hardly any benefit to
the passenger. Long walks from the check-in area to the gates (and this
is a small airport), long queues for almost everything, very far from
London and without a train connection that takes you straight to the
terminal, security staff excel for rudeness and arrogance. However what
really annoyed me is the fact that the transparent plastic bags where
liquids are to be placed when going through the scanner are sold at ONE
pound! Nowhere else in Europe have I seen this blatant rip-off, and of
course passengers have no choice and are forced to pay unless they want
to drop their toiletries in the rubbish bin. When challenged security
staff reply is 'these are the rules'. I know I'm not the first to say it
but it is obvious that the management's last concern is the passenger.
Luton Airport review by Mark Bickerton
15 July 2007 Customer Rating :
I arrived at Luton last week from Inverness and it was the worst
experience of an airport I have ever had. Luton seems to basically be a
prefab cavern built to resemble a motorway service station. On arrival,
there were people everywhere and poor signage. Most of the staff seem
to have little to smile about and not much interest in helping people.
The bus to the train station was hugely overcrowded, and there were no
trains when we got there anyway. As a Brit, I found it complicated to
work out where to go to get to transport connections to London; I dont
know how those who dont speak English well would have managed.
Frankly, if this is some people's first experience of the UK, then its a
national embarrassment.
Luton Airport review by Matt Ray
14 June 2007 Customer Rating :
Sort of bland and not so interesting and really far away from London.
But then so is Stansted and Gatwick is no walk across the street, so
there you go. We recently flew in from Krakow to Luton and it all went
reasonable well. The transportation system to London via bus is fairly
easy, once you find out where the buses are and happen to be lucky
enough to catch one. We got there and were told to run to catch it if
we want to get to London in the next few hours and proceeded in a mad
dash with other passangers and got there to a put out bus driver who was
in no mood to load any more luggage or talk to anyone so we did it
ourselves and hoped for the best. I assume they will be making signage
and facilities at the airport better with time, I just hope they hurry.
It is getting pretty crowded and crazy.
Luton Airport review by Harry Albright
13 May 2007 Customer Rating :
I agree that Luton has expanded too far too fast. I flew out on
Wednesday mid-day. It took me an hour from arrival to getting airside,
at what should be a quiet time of a quiet day. I was with Easyjet, and
their old system of two desks for each flight is much preferable. Or
introduce the kiosk and bag drop system that that have in Geneva and
East Midlands. I took my friend to the airport in Geneva yesterday and
it took less than two minutes for her to check in and drop her bag with
five flights open for check-in. As for parking, I repeat my tip of Luton
Airport parkway. I have parked there for the week I am away for a £20.70
weekly season ticket. The bus from the station is frequent and takes 5-6
minutes. The ca rpark is covered, has CCTV, and is staffed 24/7.
Luton Airport review by R Hopkins
10 May 2007 Customer Rating :
Utter chaos on Saturday, 4th May for the evening flight. Bank Holiday weekend came as a total
suprise to Easyjet and Luton Airport. Didn't anyone know how many passengers to expect? Nowhere
near enough check-in desks open, single queuing system operating until crisis point (Oh dear, we
only have checked in a quarter of the passengers), about an hour after joining the queue, at which
time passengers for specific flights were called to 'last-minute' check-in desks 57/58 to join a
slower queue still. What is the point of arriving at the time the desk opens if late-comers can
join the last-minute queue? How on earth could they aim to close check-in 40 mins. before the
flight under these circumstances? Yet again, 48 hours after flying I have Low-Cost Airline Throat, a condition which seems to arise
from being incarcerated with hundreds of other people in these over-heated and cramped conditions.
I would have to advise only the young, fit and very patient to travel under these circumstances.
From arrival in the building to getting to security (surprisingly clear compared with previous
experience, but then everyone was still trying to check in!) took ONE AND A HALF hours.
An incidental issue was that a French traveller with little English couldn't locate a member of
staff with any French to help with her query. Luckily, she was standing behind me and I could help
her. On return there was a long wait for luggage. It turned out that it was circulating, but no-one had
got round to putting it on the screen. A curious member of staff happened to spot there was a lot
of unattended baggage, checked the tags, but didn't do anything about it, witnessed by one passenger
travelling with a small and exhausted child who asked, then very kindly informed others she
recognised from the flight. Cost of parking from Saturday evening until Tuesday evening was £50.
In years gone by, Luton was our preferred airport, but it clearly should not be allowed to expand
any further as there is so little likelihood of being able to cope.
Luton Airport review by J Birbeck
1 May 2007 Customer Rating :
LTN to GVA on Easyjet. This goes down as the worst airport experience
of my life. Luckily we arrived a couple of hours before the flight.
The queue for Easyjet check-in was out of the terminal door, utter
chaos. When we asked what the problem was, we were told there was a
problem with luggage. It was hot, tempers were frayed. This place
really is not very pleasant at all and passengers are treated as an
annoyance. Add this to the £50 cost to park the car Fri eve to Sun eve,
I really do not see much benefit from the low frills flying experience.
Think will stick to proper airlines and airports from now on!
Luton Airport review by Robin McConnell
12 April 2007 Customer Rating : n/a
I have just flown from Luton airport, and they are now engaging in
blatant profiteering on the back of the increased security measures
through the levying of a 20p charge for each "clear, resealable plastic
bag". BAA airports do not do this and it is therefore yet another black
mark against Luton's name - to add to the problems with getting to the
airport (whether by car or public transport), the over-priced and under-
supplied parking and the frequent ludicrous delays in both passport
control and in the baggage hall.
Luton Airport review by Neil Atkins
4 April 2007
Absolute nightmare coming back through passport control. 1.5 hrs of
queuing. Typical English response to frustrated travellers, no one
taking any responsibility for what was going on. There will be trouble
there if this continues, it is totally unacceptable to have four or five
hundred people crammed together for an hour and a half.
Luton Airport review by Adam Lewis
29 March 2007
Luton Airport fails miserably to have enough staff manning the security
checks on the way out and passport controls on the way back. Yesterday
it took me longer to get back through passport control (Home Office
Immigration) than it took me to fly from Geneva! Yes, that is 1.5 hrs
of queuing just to get back into my own country! It really is a
disgrace. This service is totally unacceptable, Luton Airport hang your
head in shame! This is not an isolated incident, I've experienced
similar queues on returning from Europe before and was prepared to think
that this was a one-off, sadly it seems it's the rule rather than the
exception. If you have the choice fly from Stansted/somewhere else
instead until the management can get their act together. If you have
the misfortune of suffering at the hands of this incompetent lot (the
management, not the shop floor people who are rushed off their feet)
then please ask for a complaint form as you finally get to the front of
the queue. I'm just about to fill mine in.
Luton Airport review by Rolf Heelas
26 March 2007
Luton is a great airport when flying in the less busy times, but when it
gets busy it is a horrible. On the plus side, it has plenty of places to
eat both landside and airside, and quite easy to get to. On the downside
queues at checkin, boarding card checks, and security, the good retail
spaces means there are very little places to sit down, either in the
departure lounge or at the gates. Worst of all is passport control when
flying in, land in the evening and the hall is jam packed and can
overflow up the stairs. Combine this some queue jumpers and it makes
people cursing the airport. Like all UK airports car parking is quite
excessive, it apperas there is now a 5 day minimum length for the long
cheaper long stay, meaning mid turn at upto £17/day or £30/day short
term. There are however a few alternatives. Airparks have a off airport
service, or the best kept secret is to use the carpark at Luton parkway
Train station, which is very close to the airport with a free shuttle.
This is kept low key as the carpark is run by the same company who runs
the official airport carpark, but costs is about half price, and around
the same distance away
Luton Airport review by Piet de Vries
14 February 2007
Used LTN last week for my return flight to Amsterdam with EasyJet. The benefit of Luton is the cheap EasyBus,
which costs only 9 pounds (instead of and it worked perfectly. The terminal itself is modern, light and airy
with the shops you need (Simpy Food, Caffe Costa, Burger King, Pret and Starbucks etc). Check
was done in 2 minutes and security in 20 minutes (with a unique kind of rolling security machine).
Arrival took only 10 minutes from leaving the plane to the bus stand. Only two little things were
negative: the long walk from the departure area to the gate and the grubby toilets. In the toilet
were already a lot of broken tiles, although the terminal building is just a couple of years old and
none of the hand dryers were working!
Luton Airport review by Russell Houchin
26 January 2007
As a very frequent traveller through Luton Airport I have become
extremely frustrated at what appears to be either neglect or utter
incompetence in the setting of passport control manning levels at the
airport late in the evening. Since a singularly diabolical evening on
January 5th 2007 I have taken the trouble to speak to staff on the
passport checking desks, supervisors and a team of people working for
the Office of National Statistics carrying out an International
Passenger Survey. The case I am complaining about is that the airport,
the Home Office and the airlines were all fully aware in July 2006, when
the Winter Timetables are released, of the number and planned times of
aircraft arriving at the airport. With the build up in passenger
bookings held by each airline and historical records held by the
Immigration Department, they will surely be able to get up to date
information from the airlines to then be able to forecast passenger
loadings by the anticipated arrival times. Using that would be an
eminently sensible basis for setting manning levels.
With Summer schedules, and therefore more traffic through the airport
due to start at the end of March, what plans are in place to match
passport checking requirements with planned arrival times of aircraft
passengers? What is the service level you work to in terms of EU and
Swiss passenger waiting time for passport checks? Have you statistics
that are available to me from the Freedom of Information type of
enquiries? Clearly there is not the joined up thinking and working that
anyone would reasonably expect from the airport, airlines and
Immigration management because if there was there would not have been
the mayhem that I was presented with for about the fifth time in as many
months. I was taken from the aircraft by bus to the staircase at the
very end of the corridor leading in line of sight to the Immigration
desks where there is then a series of seven 180 degree turns before you
get to show your passport. That is a huge distance and there must have
been at least 1500 people in front of me when I got to the top of the
steps. It was the end of the Christmas/New Year holiday, but I can
assure you this same problem happened four or five times last year when
it wasn’t Christmas or New Year, and what is more, nobody has done
anything about managing the problem away despite those events. It
requires adequate planning and flexible resources and nobody saying ‘it
can’t be done’. With a will anything can be done. I was impressed with
conduct of Immigration staff on duty. After waiting for over 45 minutes
to get to the desk, staff were polite despite what must have been yet
another nightmare shift. In addition they did filter the families with
small children and those who had landing card requirements and did walk
the line several times and apologise for the delay. I was not pleased
to be given the unfriendly form headed ‘Home Office’ when I asked for a
Customer Service form. You clearly do not want people to complain about
the performance because there is no email address given, no website
address, no phone number, no fax number, just the ‘snail mail’ address
– the least instantaneous form of communication. Why are you so remote
from the Departure and Arrival Tax paying public? And what a joke –
where is the ‘Building A Safe And Tolerant Society’ when you make us
intolerant by obstructing us from making a quick constructive response
to a serious issue - which is well recognised by staff on duty?
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