Usual practice at Luton Airport... This is a recording I made on the 13th of October 2012.

In the first part of the video, all the passengers for the flight to Bucharest are crowded up in a U-shaped, disordered queue. Two Luton Airport personnel are having a laugh while looking through the window, instead of helping out with managing the queue. We stayed like this for a good while - thankfully not as long on previous occasions.

The second part of the recording shows us, packed like sardines around the stairs. They said boarding had started, when in fact the doors towards the plane were closed. We waited in that state for at least 15 minutes...

No Luton Airport personnel told us beforehand that we were going to be trapped on the staircase, nor that we would stay like sardines for minutes on end; no one apologised and, best of all, it is not the first time it has happened. It can almost be called "common practice".

If anyone from Luton Airport is watching this, thank you for all the good things that you are doing (e.g. clean and neat terminals), but please also do something to improve your staff's attitude towards passengers.

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