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“All passengers flying to New York on UA115, please go to gate 7.” As the call goes over intercom, a family makes its way through a throng of people to the gate. Elsewhere, in baggage claim, a couple collects its last bag and heads for the customs channel. These are familiar scenes at Heathrow, the world’s busiest airport, which handles 100,000 passengers a day in the summer, with aircraft taking off or landing every 30 seconds. All these passengers want to check in, clear immigration and get their bags as soon as possible. Inevitably, lines and bottlenecks occur. Keeping the operation running smoothly requires careful planning. This is the job of BAA, formerly the British Airports Authorities. BAA is the UK’s largest airport operator and owns Heathrow and Gatwick, two of the world’s busiest airports.