I think it’s high time we stop defending the indefensible. Martyn is right, people who shrug this off should go and experience it themselves. I was originally supposed to leave on Saturday, now rebooked for Thursday and if there’s the slightest sprinkle of snow on that day, my partner and I will spend Christmas apart. Passengers are sick and tired of paying exhorbitant airport fees/duty, etc and getting kicked in the teeth in return. Yes we all know that BAA is a private firm but the government needs to get involved and force them to make the necessary investments that the travelling public deserve. VK, you may be prepared to sit back and take this (presumably in the comfort of your home with your family) but most passengers are not.