Why are they so unfriendly? I doubt very much there is any research to suggest that pure unfriendliness helps discover those with false documentation......
If they were interested, three tips to make returning to London via Hathrow a more positive experience:
1. Introduce Disney queues. Banks have done it. Shops have done it. It's fair. Do it!
2. Be friendly. You'll discover more fraudsters as it lowers defences. And for those of us who are innocent, it's much nicer!
3. Have staff ready as the plane lands, not when the queue is already filling the hall.
Much customer service is (1) easy (2) about doing things slightly more intelligently. It often doesn't require more money thrown at it.
