Are the current problems and issues at Heathrow T5 a facilities management issue – one of usability, people and end user experience.
A glitch perhaps, but a costly one, in a very complex operation, one of the most complex airport moves ever, yet facilities are increasingly measured in the sense of users ‘experience’.
But with reportedly 6 months of dry runs of a terminal “built around the worlds most sophisticated baggage handling system”, the wonderful success of the design and construction will be marred, for a while at least, by operational, usability and fm issues.
The experience should have been, and probably will be one of a natural, logical journey that’s so calm, you’ll flow through.
All shine on the outside of a 4billion edifice, but nothing works, as one disgruntled passenger but it on BBC News.