WTM: Airport security delays are unacceptable, says BAA

Airport operator BAA has described security delays at Heathrow and Gatwick as unacceptable and acknowledged responsibility for queues in areas it cannot control, such as check-in and immigration.

BAA strategy director Mike Forster, speaking at yesterday’s Airline Head to Head interview at World Travel Market, said: “We have not been good enough.” But he rejected calls from airlines for BAA’s break-up, saying: “We have invested and employed 2,000 extra security staff since last year.”

Forster said: “It is best we keep our UK group of airports together to improve the passenger experience and expand facilities. A break-up would be a distraction.” But he added: “The fundamental issue is capacity. Heathrow was built for 45 million passengers a year and it handles 67 million. Gatwick is the busiest single-runway airport in the world. We need more capacity.”

Forster pointed out many delays at check-in, immigration and baggage reclaim are beyond BAA’s control. “Check-in is run by the airlines and passport control by the immigration service,” he said. “But we are not comfortable to say we leave it to them.”

Immigration desks are staffed by the UK’s Border and Immigration Agency and enhanced passport checks introduced in the summer have caused frequent delays at busy times.

Forster pledged 95% of passengers would be through security in five minutes next year and 99% within 15 minutes, with BAA also intent on being able to change security processes at short notice.

He downplayed criticism from carriers, saying: “We can¹t get into a battle with the airlines. We are in competition with Frankfurt, Paris and Amsterdam and passengers can choose to go through other airports.” But he promised “the transformation of the whole of Heathrow” by the time of the London Olympics in 2012.