Heathrow’s Terminal 3 is a “bit of a dump” according to American Airlines’ customer services director. In an interview on The Today programme, Don Langford also said the terminal was “quite poor” compared with some of the other airports the airline uses.
The full report can be heard tonight on R4’s File on 4 at 8pm along with, what sounds like, a good deal more condemnation of the airport.
I think the American Airlines' customer services director should look closer to home if he wants to see an airport that is a 'bit of a dump.' Try spending some time at LAX, Mr Langford. I was recently stuck at the Los Angeles airport for eight hours when my flight was delayed and it is one of the most depressing airports ever. There were about five shops to wander around in the grey terminal and three depressing eating establishments - at least Heathrow has a good choice of cheery shops and restaurants if you are stuck there for a while. Plus - while I'm at it, what is it with LAX's customs officers? They make everyone feel like criminals when trying to enter their precious country. I especially hate the way you have to collect your checked-in baggage and check it in all over again when changing flights. It turns travel into a draining and exhausting experience.
On my way home from the US, I was surprised (but relieved) not to have to go through the chore of customs all over again. An airline rep proudly informed me that the US was "the only country in the world where you didn't have to go through customs when leaving." Whopee Do. Obviously they couldn't care less about who you are and where you're going when you leave their precious American soil.