Can anybody advise how to register a formal complaint against a particular member of staff at the Security checkpoint, for undue harassment on 25th November from Terminal 4 at approx 6:15 AM.

While we can all appreciate the need for vigilance and thoroughness at airport security, this Security Agent’s sole aim appears to have been passenger harassment. While saying she was searching for liquids, she seemed to be more interested in checking every piece of paperwork and other quite obviously non-liquid contents of my hand baggage. Surely some common sense needs to be exercised by security.

I was quite stunned to discover later that due to her excess zeal in examining the paperwork for liquids she had complete missed a new bottle of scalp medication which had been forgotten in the wash bag. I think she missed the actual purpose of a security check, choosing to harass rather than secure.

It must be noted that the same bag was rechecked at CDG airport in Paris, probably for the same reason that the bag was flagged at LHR. However the totally different attitude of security there, who chose to ask a straight question, and received an immediate verification meant that the bag was opened and cleared in under a minute compared to more than 15 minutes at LHR. Apparently a small plastic bag full of loose change was the article of interest, and had come up on the monitor as a black mass.

Clearly the French exercise more commonsense and courtesy!

Hi,

I felt I had to comment on my unpleasant experience of Heathrow airport yesterday morning- especially as I had somehow anticipated that it would be so- based on my last experience of heathrow airport 4 years ago!

I flew from Brisbane airport via Singapore and on to Heathrow en route to Dublin, arriving in Heathrow at 5.45am on Thur 16th April. I had a three hour stop-over in Heathrow before my flight to Dublin. I made my way uneventfully from Terminal 3 to Terminal 1 and through to the departures area. I was quite shocked at the poor rest room facilities, having had the pleasure of use of the excellent facilities at Singapore Changi airport. There wasn't even cold water to brush my teeth, only hot. I washed my face with water and found there weren't even paper towels available and decided against using the toilet roll! Cleaners were on duty at the time, and whilst it may have been clean, it had a shabby appearance overall.

I passed some time in the various shops and a cafe and checked the departure information screen regularly for information on the gate I had to go to for boarding- but the gate was not announced until 8.20am which was the time people were supposed to commence boarding. I was directed to go to gates 77-86 and headed in that direction, passing signs telling me it could take 15 mins to get there, so I walked quickly, in fear that boarding would be closing by the time I got there.

I passed by the passport and biometric testing area and on to baggage screening. Where I was greeted not with "hello" or "good morning" but by a small middle aged man who gruffly asked where I was flying to. I answered Dublin. He looked me up and down and said " take off your belt...and your top", not your shoes. No- please madam, or thank you. I can't quite explain how in such a brief interaction I got such a strong negative impression from this man but I can honestly say, having flown nearly 12, oookm, he was the most ignorant unpleasant person I encountered in a service position. Surely given the current rates of unemployment we can find someone more suited to the job- just a thought.

I got to gate number 78 just before gate 77 and found the passage blocked by new security doors to prevent disembarking passengers from exiting to the departures area. A sign indicated that there would be a brief delay due to these new security measures. Nearly 15 mins later the doors opened enabling me to make my way towards where gate 77 was indicated. Except that the double doors leading to 77 were locked. I went back to the nearly airlingus desk but found it was unstaffed. So I proceeded to the nearest staffed desk and asked the BMI staff member (having rudely interrupted two staff in private conversation) why the doors were locked explaining that I needed to get to 77 for my flight. I was unhelpfully informed that if I was meant to be down there the doors would be opened. She suggested I go back down the corridor to the departure screen and recheck the boarding gates. I declined to do so, fearing I would be locked in down the corridor again and decided to wait and see if the doors would be opened. Eventually at five to 9 ( flight was to depart at 9.05) I decided to go back to check the departure screen only to find the gate had been changed to 84. So I quickly made my way to 84 anticipating the boarding gates being closed, however, boarding had not even commenced without explanation. I approached the airlingus staff at the desk to confirm it was the correct flight and again felt like I was rudely interrupting a private discussion between staff. Fortunately the flight was yet to board. Given Heathrow's poor reputation for baggage losses I asked the staff if they could confirm that my bags were on board ( having directed them to go from Brisbane to Dublin), to which one of the girls replied " I'm sure they are", as if it was an unrealistic enquiry. I replied that I would rather have it confirmed, which she then reluctantly did in about 30 seconds.

I eventually boarded the plane which took off 40 minutes late. While I sat on the plane waiting for take off, I could rest easy in the knowledge that, at least after the ordeal of two long haul flights, jet lag and the experience that is Heathrow, I could look forward to a warm Irish welcome in Dublin Airport.

A.D
17th April 2009