I expect that this letter will be self explanatory, but if not, here's the very brief description of it: I was shocked at the waiting I had to do in London Heathrow Airport, just to go through security to Change Planes. And I thought I had a cleaver idea, which I then wanted to suggest to the airport. I wrote out most of the letter while waiting around for my flight, and finally typed it up, and sent it to Heathrow last week.

I say it as if it were simple, but the website took some time to navigate through, and then made the sending of a suggestion very complicated, and THEN, asked for a short description of my message. -And didn't after that ask for my message at all. Now if there's one thing I can't seem to do, it's the stating of an idea Briefly. -With Few words. -in a sussinct manner. (As this last line has shown.) But here's what went into their little field, which is perhaps intended to include a hundred words:

Dear Heathrow,

I've had the pleasure of transferring flights at your airport for the first time last summer. My four hour lay-over was spent pleasantly. But, as I'm sure the whole world knows by now, increased security measures means noticeably longer waiting and processing times. I am thinking particularly of the time spent waiting in lines to go through security checks.

I considered sitting down until most of my flight had been through the security check, but then noticed that there were hundreds more cuing up than had been on my flight. Like all the others then, I joined into the forty five minute line-up-shuffle, trying my best not to be tense, impatient, or foot-sore.

I'll thank you now for the patience you've already had with my verbosity and try to come to my point: I have a suggestion to reduce the waiting time in long cramped lines which is the one most unpleasant part of air travel:

Before each security check which regularly has over a thirty minute waiting time, I would propose having a large waiting area where passengers can sit, relax, and not feel so cramped. Upon entering this waiting area, each person would be issued a durable, simple, inexpensive plastic chip, of a size something between a poker chip and a credit card.

These chips could be divided into lots of one hundred, where each lot has a colour and letter, -or perhaps a two digit number. Then passengers could rest comfortably until the turn of their lot comes up, at which point they, and the ninety nine others of that lot-group, would be lined up like restless sardines for less than ten minutes, if not less than five.

Lastly, upon reaching the security check, they relinquish their chip, which would be sorted, (An automatic punch-card reading system? Something like that could be available.) and taken back to the entrance of the lobby, to be used again. Such a system would reduce the stress and discomfort to all passengers.

If it's not clear already, my idea is basicly to copy the method used at busy delicatessens, or in some other stores. "Take a Number" is the point of inspiration.

My guess at the feasibility of this plan:

It seems to me, (though I admit that I've only once been through Heathrow,) that there is enough extra space to assign some of it as waiting area Before the security checks.

The use of simple, durable, cheaply manufactured plastic chips would make the installation not too expensive. (Though I must admit that a sorting machine, which could read notches in the chips, could need to be specially designed.)

If the next group was called, (On displays?) when the current one was half way through, there would be no time lost waiting for passengers to gather, and come up to the check-points.

Of course, this is all based on the assumption that there is a desire to please the passengers, and put them at their ease. If the security and customs officers find that they have a significant advantage over people who have had to wait in line for a long time, then I would understand that my suggestion will have to be ignored.



INTERESTINGLY... I got a personal reply, that starts off a bit general, but suggests that someone truly thought about what I had to say. I supply the e-mail here:

Dear Mr Sly,

I was very concerned to hear about the delays at security on your journey through Heathrow recently.

You will be pleased to know we are investing in an additional nearly 500 new security staff in security. We are also spending an additional £7 million on new x-ray machines and archway metal detectors to expand our security capacity by about 20% in time for the holiday season. We are continuing to match resources, people and equipment against the number of people passing through security and we are also transferring security guards from one area to another during peak times. This investment forms a major part of our programme to reduce queues at our busiest airports. We have also produced large free standing signs in the Terminals to advise customers what articles need to be removed prior to going through security search. To help speed up the process of queueing.

I was very interested to read your suggestion about prviding a comfortable seating area in which passengers could wait for their individual security search turn. Please be assured that we are working on methods to alleviate these issues whilst our concern remains high for passenger safety and security.

I am glad you have given the opportunity to explain, and I do hope you will see a difference the next time you travel through Heathrow.

With regards,

Deepa Parmar
Traveller Communications
On and Behalf of Heathrow Airport Ltd.