RITA MODY joined IFNA Secretary Caroline Carter for a pre-opening “test drive” of the eagerly-awaited Terminal 5.

LHR’s T5: Now that’s impressive!

It won’t have escaped your notice that a new terminal is being built at London’s Heathrow Airport. Terminal 5 is due to open on 27 March. It is costing British Airways £50 million (although the total costs are put at much more than this) and it should be the answer to the long queues and check-in problems that frequently occur at some of the other terminals.

Since last September, BA has been using volunteers to test out their new terminal to ensure all aspects are problem-free before the official opening. So, IFNA Secretary Caroline Carter and I took the opportunity to check it out for ourselves well in advance of the big day.

We were picked to join 48 other people on a cold December day and play at being “real passengers” for the next few hours. We all met at a nearby hotel for a briefing and security clearance. Unfortunately this also meant a strict “no photographs” policy during the day.

Each person was given a passenger volunteer profile. Ours were of two people travelling from Heathrow to Moscow. We were also each given a suitcase to make the situation even more realistic.

On the way to the terminal a very enthusiastic BA crew member provided us with some facts on the new building:

  • two rivers had to be diverted before T5 could be built.
  • a five-star hotel will link directly to the terminal.
  • the building has floor-to-ceiling windows with enough glass that if it were laid out in a straight line, it would stretch from T5 to Buckingham Palace
  • a monorail pod system will take passengers from the long-term car park directly to T5
  • a new air traffic control tower has been built, standing 87 metres high, to accommodate the new geography of the airport.

T5 will have two satellite sections – T5b and T5c – and all together, T5 will be bigger than the whole of Stansted Airport. T5b is planned to open in September 2008 while T5c will not be open until 2010.

All in all – very impressive so far

We finally arrived at T5 and were immediately struck by its height and a bright airy feeling. However, the interior is dwarfed by large metal studded support frames. “It looks like a Meccano set, “ Caroline commented on walking in – possibly not the biggest compliment T5 has received!

Also we noted that when the sun shines brightly (possibly not that common an occurrence around Heathrow), it can be hard to see the screens.

Almost as soon as we entered the building we were faced with the self service check-in kiosks – 96 in total. To give you an idea of the scale, T1 currently only has 20 kiosks. BA’s plan is that 80 per cent of passengers will be using the self check-in or checking in online before arriving at T5.

However, as a flight nurse who may be accompanying a patient and have specific requests, I am happy to report it is not all automated – there are traditional check-in desks too.

Those lucky enough to be travelling with only hand baggage can go straight to the “Fast Bag Drop” desks, similar to those found at other terminals. It’s worth mentioning that the T5 desks are laid out like supermarket checkouts, which are passed on the way to security rather than queuing, dropping off the bags and then re-queuing to go though security. There are two gates where you can pass through to the security area, each with eight to 10 security channels.

Will it actually be quicker going through security?

Well, unfortunately that is not a promise BA will make. They actually advise the check-in times for T5 passengers will be no different to those currently experienced.

On passing the bags through security screening, we noticed a new tray
delivery system. Instead of a person bringing the trays from the end of the conveyor back to the front area, the trays pass over a continuous conveyor belt and there is a sensor at the end which ensures trays do not move off the belt until all items have been removed from the tray.

It’s a great idea as, obviously, you do not want to get to the end of the conveyor only to find all your belongings have gone back to the beginning. However, we did notice that even with our small group of six people going through screening, it created a huge backlog of trays (people putting on shoes before going to the trays, having to go back to the beginning to get rechecked ...).

Unfortunately we were not able to view the lounges on this day, but we were told the floor-to-ceiling windows give outstanding views of the runways, aircraft, countryside and even Windsor Castle and Wembley Stadium. Also, BA says they have the largest, and possibly the most luxurious, airline lounge complex in the world, large enough to cater for 2,500 passengers.

Many of the aircraft are directly outside the terminal so long walks (or wheelchair rides) should be limited after security. Some of the long haul flights will leave from T5b and this is accessed by a short ride on what BA call the automated “Track Transit System”. These trains will be able to take wheelchairs onboard. However, if you chose to walk, it would take approximately 10-15 minutes to walk to T5b and 20 minutes to T5c.

On this particular day, we had a simulated train failure and so got the pleasure of testing out these times for ourselves!

Time out for the retail experience

Not surprisingly, we passed several shops on the way to the gates. Harrods, Coach and Prada as well as great British names such as Paul Smith, Ted Baker and Reiss are all opening stores at Terminal 5. Also a new addition to the eateries will be Gordon Ramsey’s first airport restaurant -called “Plane Food”.

After arriving at the designated gate we boarded our aircraft for Moscow. Did we get to Moscow? Er – no, unfortunately this volunteer day did not include a free flight!

After an hour on the aircraft, we were told there was a “technical” fault and we were to be offloaded. This did mean we could also experience the Arrivals section of T5.

On coming back into this section we noticed the gates are spread quite far apart, if you happen to be transiting through here. Most flight nurses are likely to be travelling through the Arrivals area with a wheelchair passenger. BA advises that all special assistance will be handled by OCS rather than BA itself.

One noticeable problem in the Arrivals area was the writing on the screens – it is very small. We frequently noticed large groups of people standing directly under the screen to read which gate they needed to go to. BA advised this has been a common complaint throughout the trials so we are confident that by the time T5 opens, it will have been rectified.

During the day BA was checking that other systems were functioning around us, such as the check-in process, security clearance and baggage handling procedures.

“The most advanced baggage handling system...”

The baggage hall will look familiar to any of us as its design is similar to other terminals. However, BA stresses one difference: baggage handling will improve. Indeed, the T5 baggage system is being billed as the most advanced of any airport in the world! The only downside to this is that it is totally computer operated which means there could be long waits for bags should there ever be a fault...

Although most flight nurses will likely be leaving LHR in an ambulance or booked car, there is a dedicated railway station right under the terminal and, for those who will be travelling by road, a new junction has been built directly linking the terminal to the M25 to ensure a speedier arrival and departure.

Overall we were very impressed by the new terminal. T5 will have its greatest challenge before opening when they have approximately 1,000 volunteers going through on one day as a final test before the doors open in March.

For those who travel regularly to and from LHR, and experience all the current delays and frustrations, T5 should be like a breath of fresh air in airline travel – let’s hope so!

For more information and a “virtual” walk through video you can visit www.heathrowairport.com and click on “See Terminal 5 for yourself” under Quick Links.