That is true, about the Heathrow Airport,
In 2008, when i first came to Canada as an international student, i landed 6 hours transit at Heathrow Airport (bear in mind that it was my choice to go through their Airport, which it is not the only way to get to Canada).
When i arrived the Heathrow Airport, i was almost lost, and did not know where to go because it was the first time to travel such a flight. Anyway, i kept asking until i found out my way to get to the gate of my Airplane (Air Canada).
While i was setting in the waiting area for my flight, a white british lady holding somthing like a small touch screen, came to me and asked me some questions about how easy was it to get to the gate, and find things in the Airport, actually she was very nice and polite, and she did that with so many other people setting in the waiting area. I think she was getting feedback to improve the Airport, to better serve people.
After my flight was announced ready, we lined up to ride the Airplane, and when i got into my turn, a black guy asked me so many questions such as;
Do you live in Canada ?
No
Why are you going to Canada ?
Student. (the problem is that he has my passport in hand and the visa says student, and he is still asking why are you going !)
What are you going to study ?
English language, and college.
Where in Canada ?
Nova Scotia.
Have you ever been to Canada before ?
No.
How long are you going to stay in Canada ?
Might be 4 years.
Do you have acceptance letters from the educational institutions in Canada ?
Here actually i wanted to say, NO, i do not have, and they gave me the student visa at the Canadian embassy because they fell in love with me ! what a question ! but i kept calm.
Anyway, my answer was Yes.
May i see your acceptance letters ?
Yes, and while i was opening my bag to get the acceptance letter, he said "that is fine, i do not wanna see it, you can get in the Airplane" !
All these things happened while i was standing in the line, to get into the plane.