The much heralded opening of Heathrow's new Terminal 5 turned from triumph to chaos on its first working day.
Thousands of people were left without their luggage due to baggage handling problems.
This special edition of File On 4 investigates what went wrong.
Reporter Julian O'Halloran also examines the record of BAA, the company that runs Heathrow and some of our biggest airports.
Hear the full story on BBC Radio 4: File On 4 Tuesday 29 April 2008 at 2000 BST, repeated Sunday 4 May at 1700 BST or online at the File on 4 website.
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