hmmm...a few months ago...a letter told me this:

"I am very sorry to hear about the problem you had with your luggage. ..We recognise that we need to improve our baggage performance at Heathrow. We are making a number of changes to our processes as we prepare for our move to Terminal 5, all of which have been designed to improve our performance in this area."

Today in the news -T5 chaos http://news.bbc.co.uk/2/hi/uk_news/7319679.stm:



Good luck if you're travelling to/thru LHR! :-)