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19.May.2008
Leaving On A Jet Plane
Today I have flown into Heathrow’s Terminal 5 for the first time. I have seen many articles over the years and many pictures of progress as the building has developed. The opening of the terminal was much anticipated for many reasons, not the least because the construction process set new standards in process and delivery.
Unfortunately all of this was lost when, on the terminal’s opening, a logistical weakness presented itself. Sitting in the north of the UK, I wondered how this could possibly have happened. Several of the Directors lost their jobs and the Chief Executive didn't get his bonus. It is interesting that the Board did not push out the Chief Executive and instead saw the bigger picture; after several years of poor profits the company has done well in recent times. It is sad that one error has had such an impact on the perception of this project.
When I arrived at the new terminal I was stuck by the quality and freshness of the building, which reaches high standards throughout. There is also considerable consideration given to the customer’s experience, which is refreshing. In the UK we are so keen to find fault and I had a strong feeling that the building would be associated with the shame that first week brought. Despite the focus on the negative, 99.9% of what has been achieved at Heathrow is fantastic.
I am sure T5 will be seen as a great asset to the UK and will provide a great gateway for the Olympics. In the UK we should try and focus on what is right and spend less time focussing on things which don't go well. We need to look at the big picture and the impact that bold developments have on ‘UK plc’.