I landed at 16:00 and I’ve been in a line to a passport control for 1:40 hours already. I am currently in the middle with at least 1 more hour to go.

At the same time smart gates that take up to 2/3 area space that can be used by British or EU passport holders are literally free 80% of the time.

I find the distribution of normal and smart gates simply discriminative against everyone else.

In my whole life I’ve never spent at passport control queues more than 1:30 hours and those 1:30 hours queues were always also in Heathrow. Today I’m gonna spend up to 3 hours in that queue.

I insist on the explanation and reimbursement of my lost time during to the airport’s incompetence. I deeply recommend you to hire consultants if you don’t have qualified employees who can calculate passenger flows and optimal number of smart and normal gates.