First impressions... Do they matter? Yes! However, some places don't seem to bother. Let's take Heathrow Airport Terminal Three Coach Bay. If you are waiting there, you won't think much of the place. The promised five-minute wait stretches far beyond that. At last the coach arrives... It turns out to be an old and tired double-decker bus with no luggage locks. Luggage lands piled on the seats downstairs. There is no microphone aboard. The driver says, I'm the only Mick on this bus. The guy is very nice and helpful, but there is nothing he can do.
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