Cue - Bad Service

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So, which bit of 'grow the business' - 'attract more passengers' came as a suprise to the senior management of Heathrow and Gatwick airports?

Watchdog slams airports over queues reports the British Civil Aviation Authority has been severely criticised for the level of service provided at Heathrow and Gatwick by the UK's Competition Commision

The ususal tendency is to retrospectively analyse the details of service provision and project management for weakness, and then apply a good dose of 20:20 hindsight to tactical fixes.

The key problem is lack of senior management capability and leadership.