Posted by: Adam Deane | 01/05/2010


As someone who frequently uses Heathrow airport,
may I add my personal “well done” to the Pega team that have started implementing BPM there.

Heathrow Airport – I cannot think of a better place to implement BPM.


BAA Ltd. is the owner and operator of six British airports, including Heathrow airport, making the company one of the largest transport companies in the world.

The litany of complaints, especially about Heathrow, has made BAA one of the world’s most reviled airport authorities. The delays, disruption, overcrowding, intrusive security, commercial clutter, poor communications and poor service are part of the ongoing misery experienced by passengers every day.

BAA’s has a debt burden of £8.6bn, has been forced by the Competition Commission to sell airports, has been fined by the Civil Aviation Authority for bad service, accused of acting against the public interest and has been criticized by all of the major airlines.

This is a project that cannot fail.
Heathrow is so poorly managed, that anything you do there will be, not only a success…, but also a blessing.
I’m not going to turn this into a rant against BAA. Take a peek at the links below and make your own decisions.


BAA’s has a debt burden of £8.6bn
Colin Matthews, BAA chief executive, announced a pre-tax loss of £195.5m for the first three months of this year, compared with £316.2m for the same period last year. (source)

BAA lost £277.3m of the sale of Gatwick airport
Colin Matthews, BAA chief executive , said the write-down reflected the fact that Gatwick was sold for less than its value on BAA’s books. (source)

BAA urges reforms over government control if it goes bust. (source)


BAA ordered to sell off Gatwick and Stansted by the Competition Commission. (source)

BAA ordered to sell Scots airport. (source)

BAA, has been ordered by the Civil Aviation Authority to pay airlines a record £7.34 million for bad service and misery experienced by passengers at Heathrow and Gatwick. (source)

The Competition Commission has again accused BAA of acting against the public interest, this time involving misdemeanours at Stansted airport, including the mismanagement of security queues. (source)

Senior MPs are demanding a Commons investigation into evidence that a go-ahead for a third runway is down to influence of former Labour officials now working for BAA. (source)

Public Relations

The most British of protests – It’s cucumber sandwiches with the crusts cut off as flash mob protesters stage Heathrow third runway demonstration. (source)

BAA will not take the next step towards building a third runway at Heathrow until after the general election due to protests from green groups and local residents. (source)

Bosses join exodus from BAA in wake of Spanish takeover. (source)

Angry airlines demand break up of BAA. (source)


EasyJet chief executive Andy Harrison said: “London’s airports are a mess. UK passengers are being asked to pay BAA-owner Ferrovial’s debt. We call on Ruth Kelly (government transport secretary) to sort this out and impose a moratorium on the price increases.” (source)

Sir Richard Branson (Virgin Atlantic) said BAA had been “highly incompetent” (source)

Michael O’Leary, chief executive of Ryanair, called for the break-up of the BAA monopoly.”Heathrow is a shambles, which most passengers if they could, would avoid at all costs (source)

BA chief Willie Walsh brands Heathrow’s Terminal 5 a ‘national embarrassment’ (source)

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