British Airways has called on the UK’s Border Force to tackle “serious inefficiencies” that are causing long delays at airports.
In a submission to the Home Office, the airline has raised concerns that families returning from holidays face long queues to pass through immigration. It also states that with Brexit just round the corner, the UK needs to show that it is an easy place to travel to.
BA said only one third of the 29 state of the art eGates at routinely at Terminal 5 are open and are usually shut prematurely at 11pm while customers are still making their way off flights.
British Airways’ director of Heathrow, Ragbhir S Pattar, said: “We recognise some of the steps being taken by Border Force to improve the service they provide to travellers. However more focus must be put on operating in the most efficient and flexible way and ensuring that passengers’ needs are put first.
“It is a constant frustration to us and to our customers that after a long flight they have to stand in queues, sometimes for over an hour, just to get back into the country. And it is a dreadful welcome for visitors to the UK to be faced with a packed immigration hall and the prospect of a frustrating delay to the start of their holiday or business trip. It adds insult to injury when you’re stuck in a queue but can see numerous gates which just aren’t being used.
“We wholeheartedly support the essential role the Border Force has to protect the UK but more must be done to prevent these unnecessary delays.”