We all know the dramas of T5.
Here's an article in today's Guardian citing the Government on T5 as an "unacceptably poor travel experience" and the need for British Airways 'to place a "much greater emphasis" on the needs of passengers.'
But what is more desperately needed is a proper systems design. The backlog of 28,000 bags demonstrates there is definitely something broke in this sordid system.
The financial costs are also ridiculous.
Someone needs to hire some Service Designers.