British Airways has accused UK immigration officials of ‘serious inefficiencies’ which are causing long queues and delays for passengers arriving at UK airports.
In a submission to the Home Office, the airline said with Brexit just round the corner, more than ever, the UK ‘needs to show that it’s an easy place to travel to’.
It is calling on the UK’s Border Force to increase the number of gates in use so air travellers don’t have to stand in queues, sometimes for over an hour, just to get back into the country.
"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," said BA director of Heathrow Raghbir Pattar.
"It adds insult to injury when you’re stuck in a queue but can see numerous gates which just aren’t being used.
"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."
BA said routinely at Terminal 5 only one third of the 29 eGates are open and these usually shut at 11pm, even though customers are still making their way off flights, ‘causing massive queues and frustrating delays’.
"Ensuring as many of the eGates as possible are in use not only means faster passage for eligible travellers but it also eases waiting times for those customers not able to use the automated gates including those travelling with children under the age of 12," said the airline.
