Don Langfords comment about duct tape around Heathrow. It is quite possible AA is delivering it as they use so much on their aircraft..especially in their filthy loos.
I feel I agree with his comments about Heathrow,however he has to get his own company into shape before making such a comments

Marshall Cope, London , United Kingdom

Tom Kelly: we don't have to realize anything. What you need to realize is that defining the demand is the customer's business; fulfilling that demand is yours. If that is to complicated to penetrate your skull, you need to look for employment somewhere else.

David Masu, Zürich,

Gatwick is a close 2nd to Heathrow in the 'dump' category.
Stansted is SO much better in so many ways. I'm embarrassed that one of the wealthiest countries in Europe has the trashiest public transportation facilities. Give the peasants minimum service and just keep raking in the money.

Linda, Kettering,

Come back to Gatwick, American Airlines
Build a 2nd runway, plenty of capacity!

Jeremy, Crawley (by Gatwick), UK

Big call from probably the worst international airline

Andy, Cambridge,

Hear, hear! I travel frequently, and Heathrow is by far the worst. Immigration takes forever. The staff refused to get me a wheelchair. And, it's just plain ugly. As Ed A. suggested, they should consult Hong Kong, and not just on airports. For a major city, London is lagging behind. Is it pride?

Evey Wong, Hong Kong/ London,

I would suggest Heathrow management ask Hong Kong management to pay an advisary visit , listen to all suggestions and implement the recommendations. Hong Kong is by far the cleanest , friendliest, most efficient and the most accessible of the many airports I pass through.

Ed Allen, Whitby, Canada

The answer is definitly Yes. Using it for transit to US we didn't appreciate at all its kafkaïan organisation and since have been avoiding it for good whatever the cost.

Bernard, Epernay, France

Ask anyone in Scotland and the answer will be yes, the heathrow problem is a symptom of the wider "London is the centre of the world" problem which until our nationalist government, led to poor investment in Scottish airports and a lack of carriers operating. Roll on independence!!!

Tam, Glasgow,

I am sad to report Dublin airport is considerably worse than Heathrow. I've used Heathrow a number of times and it is very bad, I grant you, but Dublin is so comically awful that using it makes you wonder if it is some sort of gigantic cruel practical joke.

Andrew, Dublin,

My family and I have just flown through Hong Kong, Sydney and Singapore airports and returning to Heathrow it was clear that it was the dirtiest, slowest and most understaffed of all. Anyone arriving from overseas must be instantly depressed by the impression given by Heathrow

T Bodman, Bristol, UK

I passed through T3 two days ago, the immigration hall looked like it had been squatted by junkies; mismatched stained carpet held together by duct tape that in itself had been repaired by more duct tape. Everything dirty and neglected. I’ve seen more presentable shanty towns, this is first impression that many visitors have of our Country, is it not BAA’s responsibility to at least clean and re-carpet it? Or do they only focus on retail sales and ‘shareholder value’?

Mr Jones, London,

Sort answer? Yes it is. The passanger increase is not an excuse. Heathrow is an accurate representation of the UK.

Andreas Andreou, Larnaca,

If American Airlines think its a dump then why not just give up their routes it would make it less cramped for others . Whatever happened to the BA/AA No Way slogan both airlines are rubbish anyway

mike, singapore, singapore

Heathrow is exemplary of a wider UK problem: the historic lack of care for public infrastructure. It is time the media stops boasting about Britishness and starts researching how the neighbours have moved on since the Middle Ages. And it´s not just a financial issue: also a lack of basic cleanliness

Adrian, Wapping, London, UK

Charles De Gaulle is a real shocker. I travel every 6 weeks through airports and I can honestly say it is worse than Heathrow, better than Lagos mind.

bob, hemel hempstead, england

No fan of Heathrow, but last week went to America from T3 check-in 5mins
security in 6mins
sat in the pub flight side for an hour then took off on time.

Got back
10mins through passpost control
bag was waiting for me in the re-claim area.

Didn't check every light bulb but no dark areas.

Dan, London, England

First flew into that dump in 1969: it was a dump then and it still is nearly 40 years on!
BAA have strange notions of quality improvement...
But where else can you fly to make connections? Catch 22 !
Grin and bear it, I am only 60, plenty of time left...
YF.

Yves Ferrer, Algoz, Portugal

Simon, Surrey is 100% correct.
Perhaps if last year the airport had 44m passengers and then suddenly jumped to 65m this year, I would have some sympathy with BAA. This problem has been building for years. Heathrow is yet more evidence of why I am embarrassed to be British.

Nick, London,

I have to say this is funny coming from the chief at one of the most run down and inefficent airlines in the world... American airlines flights are constantly shabby and late.... my wife recently flew with them and had six hour delays both ways due to technical difficulties!!

Simon Craimer, New York, USA

I think the point that Mr Kelly misses is that he and BAA have already had plenty of time to put things right. Rather than efficiently investing over the years, BAA have spent time gaming the regulator and dragging their feet. Well the chickens have now come home to roost and they'll be broken up.

Simon B, Surrey, UK