Mark Bullock, BAA's can-do managing director of Heathrow airport and early morning gym enthusiast, shows he was equally effusive about the opening of the new Terminal 5.

September 18, 2007 – “Historically, airport projects have encountered problems on opening, or have opened late as there has not been enough time at the tail end of construction to undertake sufficient testing.

“To avoid similar problems at Terminal 5, we began commissioning parts of the building up to a year ago including, for example, the baggage system.”

November 26, 2007 – “From the departure lounge, there are fantastic views across the airfield and you will feel the buzz of travel.”

March 14, 2008 - “We have been recruiting to our maximum capacity but it takes time to check-out, hire and train people. It also takes time to get people fully up to speed.”

March 27, 2008 - "This is an incredibly exciting day for us and one which marks a turning point for Heathrow."

March 28, 2008 - "BAA's first duty is to passengers and airlines and we are very sorry for the experience of passengers at Terminal 5 yesterday. We offer our sincere apologies for the delays, disruption and distress caused."

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