harryash

Having a restriction on size and number of bags is one thing, and makes sense if there is a space restriction in the cabin. But if this is so important why is it enforced so inconsistently? Only one bag, unless you have bought duty free. 8 months ago via web

Gatwick South Terminal has it's main handbaggage screening downstairs with an additional overspill security screening section upstairs, used as an expansion valve to relieve queues during busy periods. During the recent October half term, the upstairs was closed (of course because half-term HOLIDAYS are notoriously quiet periods). The queue through security took 37 minutes and 22 seconds. That's 32 minutes and 22 seconds long than necessary, Thousands of pounds of lost sales at shops in the duty free concourse. Many hundreds of passengers adding to the horror stories of Gatwick as the UK's worst airport, and everyone left wondering what will happen at Gatwick next time. Does this sound familiar...I'm sure the new owners of Gatwick airport would want to know just how bad it is. 8 months ago via web

Experience No 1. At Gatwick south terminal. Running late for a flight, no queue at handbaggage search. You arrive from the train. there is a flexible queue management system starting 100m to your left with someone dressed in yellow asking whether you have liquids. In order to save yourself a 200m walk (and because you don't have liquids, and you're late) you slip through the un-necessary queue barriers. You are then stopped by a security guard who shouts " Hey you, Go back and around". No please, No excuse me. You explain that you're runinng late (you've got 5 minutes until the gate closes), you've got no liquids, and there are no other people around. Response:- Just do what I'm telling you. To the obvious question: why? because I'm telling you, it's the procedure? The security guard is then joined by a second. The two of them start closing in. It feels quite intimidating, so you reluctantly walk 200 yeards (get ignored by the yellow shirt), arrive back at the same spot, where the two security guards (in the intervening minute) have now closed the queue system completely and ask you (smirking) to proceed to the handbaggage security upstairs. (there are no queues, there are no other people around). It is enough to make you scream, What ever happened to customer service? Why are we treated like a herd of animals? Do the people running this place know how their customers are treated.
Does this strike a chord? if so please join me in getting something done about it. 8 months ago via web