10 May 2012

Heathrow Waiting Times Criticised

John Vine, chief inspector of Borders and Immigration, has criticised Heathrow airport, blaming its long queues on organisational changes and a lack of planning, an inspector says.

Following an inspection of the airport last year he also highlighted that there were too few staff at peak times at Terminal Three's passport checks, which he said damaged, "the ability of border staff to maintain effective and efficient controls".

However, in response, Immigration Minister Damian Green said there were now more staff at peak times since last year's inspection.

The report on the UK Border Agency (UKBA) and the Border Force was based on 60 hours worth of data, collected in an inspection of Terminal 3 immigration between August and November last year.

Its release comes amid a row over queues, which have seen passengers from outside the EU having to wait up to three hours in recent weeks.

Mr Vine said: "I found that recent organisational changes such as the introduction of team-based working, a new shift working system and the amalgamation of immigration and customs roles had suffered from a lack of effective planning.

"Resources were not matched to demand, management oversight and assurance was lacking in many areas and staff were not always properly trained to undertake their duties.

"This was far too much organisational change during Heathrow's busiest time of the year.

"I remain concerned that this lack of planning has affected the agency's ability to maintain an effective and efficient border control."

Both the home secretary and immigration minister have pledged to deal with the delays, which are causing concern ahead of this summer's Olympics.

(H/GK)