(CNN) – The airport’s press office on Saturday provoked criticism from British border guards as images of long queues at London’s Heathrow Airport surfaced on social media.
“We are very sorry that last night (Friday) there were unacceptable waiting hours at the passenger apartment due to the lack of border guards,” a Heathrow spokesman said in a statement on Saturday.
The statement said, “The border guards were aware of the extra request from the family and we were very disappointed that they did not provide sufficient evidence.”
The Home Office’s Border Security Force responded Saturday that the situation was unacceptable.
“Throughout the epidemic, it is clear that waiting time can be extended until the UK ensures that all passengers comply with health measures to protect the public. However, the longest waiting time we saw in Heathrow last night is unacceptable,” the Home Office said in a statement.
“Families with children under the age of 12 will not be able to use the electronic gates for returning passengers on a large number of weekends,” the airport said in a statement.
Electronic gates are automated self-service centers that use facial recognition technology, but individuals traveling with children 12 years of age or younger are not allowed to use them.
“The Border Force quickly reviews its cargo and capabilities and uses our staff flexibly throughout the airport to improve waiting times,” the Home Office said.
Heathrow’s press office said it would help its employees manage taxes.
The office expanded the matter with the Border Security Force so they could “provide better service on weekends”.
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