Not sure I agree Martyn, airports such as Amsterdam and Singapore have built their business model on being friendly to pax to attract transfer passengers. I think LHR are investing heavily to do just that, however whereas they are investing big bucks on terminals, infrastructure and process they seem not to invest in staff. Motivated staff will have a can do attitude towards the customer, while LHR continues to treat its staff with contempt, they will treat us the traveller in contempt too. LHR needs to look at investing in staff, training, salary, conditions etc. that is the only way (plus a smoking area) the dream of being a transit stop of choice will be achieved.