Planet China

Delayed Gratification

Heathrow’s Terminal 5 has returned to turmoil in recent weeks, reports the Sunday Times, as immigration queues lasting up to three hours have been provoking scuffles among passengers. Perhaps the folk at Heathrow could learn some lessons from Dalian, where 5,000 passengers experienced long delays last month as a result of fog. But airport bosses then discovered a means to keep passengers happier: they brought in cheerleaders. According to New Express Daily the strategy was a great success and helped to “stabilise passenger emotions”. Three hour delays seem to have flown by as the crowds watched the girls perform their pom-pom routines. It was an example of the “airport’s humane services management”, the newspaper thought. So successful was the move that the airport now has plans for a permanent cheering squad, drafted from local colleges.


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