Now to business.
HAL is subject to regulation by the CAA. This includes targets relating to security queuing. However these targets do not apply to Fasttrack security channels which are the subject of a contractual arrangement between HAL and the relevant airlines.
This clearly gives HAL a perverse incentive to divert pax from non-premium security into fasttrack, since this helps in achieving the CAA targets. To counter this, the CAA has stated that HAL must not do this. CAA has also stated that HAL must not close a security channel (eg North security at T5) purely to achieve targets for connecting pax.
Evidently HAL is still doing both of these things, in contravention of CAA rulings. The basic problem appears to be that HAL and (in the case of T5) BA have never really seen eye to eye as to what Fasttrack should really mean, and how it should be paid for. While this lack of understanding exists, there will never be a satisfactory solution, leading to poor service all round.
So there is a case for complaining to both BA (for not enforcing whatever contract they have with HAL) and also to HAL. But I don't think you will get anywhere.
In my view the most productive approach is to complain directly to the regulator, by emailing them at
[email protected]
Every time you see HAL shuffling non status pax in to Fasttrack, or closing North security, please send an email to the CAA. They need to realise that there is a problem, and that their statutory duty to look after the interests of the consumer should be their overriding concern.
That email address again is
[email protected]Vis alt...