British Airways chief criticises border control delays at Heathrow

(Photo: Oli Scarff, Getty Images)
(Photo: Oli Scarff, Getty Images)
Oli Scarff

The head of British Airways is urging the British government to tackle the long delays faced by non-European passengers at Europe's busiest airport — London's Heathrow — or risk discouraging them from coming to its shores.

In a letter Monday to the Times of London, CEO Alex Cruz says two-hour immigration lines are the norm now for many non-European travelers at Heathrow.

His letter was prompted by reports that the British government is considering putting in special fast-track lanes for UK passport holders only. Cruz says doing this without solving other delays sends a poor message for a country trying to prove it was open for business as it prepares to leave the 28-nation European Union next year.

He described the immigration situation at Heathrow as a "farce," calling it worse than any other European airport.

SEE: If you're connecting through France, know that it's responsible for a third of Europe delays

"What kind of message does this send, as we try to build links outside the EU?" he wrote.

Last month, some passengers at Heathrow's Terminal 4 were forced to wait three hours before being processed at immigration because of what Heathrow chief executive John Holland-Kaye said was a "lack of staffing" during England's second-round World Cup soccer game against Colombia.

The Home Office said this was partially because of a computer failure and because of officers dealing with a high number of vulnerable adults and children.

Up to 40 million people arrive at Heathrow each year. Between January and June 2018, the Home Office says more than 95% of all passengers arriving at Heathrow seeking entry to the UK have been handled within their target times.

UPDATE: UK lawmakers approve expanding London's Heathrow airport, but why are people against it?

Those times are 25 minutes for passengers from EU countries and a few other European nations and 45 minutes for anyone else.

But according to Cruz, last year Heathrow missed its target for the second group more than 8,000 times and this year it has already missed it more than 6,000 times.

In response, the Home Office defended its stance.

"We understand the frustration for those who have experienced longer waits and remain fully committed to working with our partners to reduce waiting times as far as is possible," it said in a statement. "At the same time, we will not compromise the essential checks we carry out at the border, which keep our country safe."

SEE: New scanner being trialled at Heathrow could be the end of the liquid ban

Find Your Escape with our Traveller24 Weekly Newsletter – Subscribe here. Or download the News24 App here, to receive expertly curated travel wanderlust directly to your mobile

We live in a world where facts and fiction get blurred
In times of uncertainty you need journalism you can trust. For only R75 per month, you have access to a world of in-depth analyses, investigative journalism, top opinions and a range of features. Journalism strengthens democracy. Invest in the future today.
Subscribe to News24
Lockdown For
Voting Booth
Will you continue to use WhatsApp following the company announcing a change terms of service which would force users to share personal data?
Please select an option Oops! Something went wrong, please try again later.
Yes, the terms of service do not bother me enough to switch
52% - 7160 votes
No, I will be switching over to a new service
44% - 6071 votes
I've never used WhatsApp
4% - 558 votes
Brent Crude
All Share
Top 40
Financial 15
Industrial 25
Resource 10
All JSE data delayed by at least 15 minutes morningstar logo