Home Page

 

London Heathrow Airport Passenger Reviews and Heathrow Airport Traveller Reports



PAGE

1 2 3 4 5 6 7 8 9 10
 







London Heathrow Airport customer review :  6 June 2013 by Daniel MacDonald    (UK)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

I use Heathrow on a weekly basis and find it a very easy experience. The terminals are clean and tidy, easy to navigate through and security never seems overly busy. The Heathrow of 10 - 20 years ago is long gone, and it is now generally a pleasant and easy experience.



London Heathrow Airport customer review :  6 June 2013 by K Lawrence    (USA)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

I found Heathrow crowded, confusing and chaotic. What should have been an easy change of planes became quite daunting. For some unknown reason, the passengers seemed to be particularly rude. In some areas, there seemed to be arbitrary random lines for everything without any airport officials paying attention so people were randomly jumping the lines. In other areas officials were cracking down so the lines were fairly orderly. I was very grateful when the ordeal was over and I was finally seated on my plane!



London Heathrow Airport customer review :  4 June 2013 by J Taylor    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Needed assistance at airport, waited 1.5 hrs for buggy as there was no driver, then only 1 buggy. On return 1 buggy but 8 people needed assistance, driver had to take some then come back for us. Just what you need after a 7 hr flight. Try not to fly out of Heathrow - back to Gatwick.



London Heathrow Airport customer review :  3 June 2013 by M Moss    (USA)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Transferred from T5 to T3 May 30; an absolute nightmare at security. Our line ran out of bins, an agent was heading toward us with a trolley of bins, but then stopped to visit with a few colleagues. Then as she approached she told us they were for another line! None for us. Our agent finally slowly walked back to get some for us, stopped to visit, then stopped half way and went on break. Finally the agent replacing her told us to come forward and reach to get them. Then, everyone had the wrong liquids bag and had to transfer into a bag provided by security. We were told to leave hiking boots on, they would not set off alarm, yes they did, so boots back to scanner and I was x-rayed and wanded. Wondering if employees are into a work slow down as this is the worst we have ever experienced at Heathrow, but it is never pleasant getting through their security. Also, the agents were very rude and caustic in their comments. That said, T5 is not nearly as bad, but T3 i awful! Also all electronics must be removed from bags and must be our of their covers in T3. In T5 the covers can stay on. We will try to avoid Heathrow in the future!



London Heathrow Airport customer review :  31 May 2013 by D Lowe    (Scotland)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Check-in was quick, security didn't take as long as I thought it would. The terminal building was easy enough to navigate with clear illuminated signs meaning I got to my correct gate with no problems. All in all a pleasant experience of Terminal 5, even had time for a spot of shopping too!



London Heathrow Airport customer review :  30 May 2013 by J Suzanne    (Hong Kong)

Rating : 1/10

Queuing

Cleanliness

Facilities

Recommended

Heathrow airport departure security staff are a huge farce. Their behaviour is the most unprofessional I've experienced considering the amount of staff they have. I give their speed of performance a 1/10 and their conduct 1/10. Training needs to be overhauled especially in terms of socialising with other staff members whilst on duty. On my particular occasion, after having waited 30 minutes for my bag to be manually inspected, the security officer decided to leave his station, walk slowly to his colleague manning the metal detector, pat him on the shoulder, say hello and walk casually back. Petty and unprofessional behaviour just because I asked them if they could speed things along since passengers at the airport are there to catch flights.



London Heathrow Airport customer review :  22 May 2013 by J Fang    (Canada)

Rating : 7/10

Queuing

Cleanliness

Facilities

Recommended

Arriving in LHR from YVR at Terminal 3, departing LHR for AMS at Terminal 4. Parts of the terminal 3 building are old and deteriorating, although the terminal in general is of acceptable standard and cleanliness. Customs queuing was not too bad. Baggage arrived fairly quickly on the carousel. A fairly long walk from the plane to the customs hall, followed by a very long walk from the arrival halls to the tube station. Departing from terminal 4: Terminal 4 was clean and looked pleasant. However, food and drinks were very expensive. No free wifi was a disappointment. Queuing time to go through security was a bit on the long side. Overall, LHR surpasses the performance of many North American airports, but does not come close to the efficiency, innovation and customer service aspect of some of the Asian Tigers (Singapore, Hong Kong, Seoul, etc.).



London Heathrow Airport customer review :  20 May 2013 by Christopher Dunman    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Terminal 5. The first time I'd been there and I hope, the last. Had 1 hr to connect from an incoming Miami to an outbound Manchester. Miami flight late by 20 mins. Took the wrong turn and after 20 mins managed to find the right desk. Flight closed and was told rudely that it was my fault so tough. Rebooked on a flight 2 hours 30 mins later. No staff to get help from. First class manager couldn't have cared less.



London Heathrow Airport customer review :  15 May 2013 by S Macgregor    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Two visits to T5 during a recent business trip from Edinburgh via Heathrow and Madrid to Grand Canaria both of them memorable for all the wrong reasons I'm afraid. On the outward leg my flight was running late then delayed another 20 minutes until a landing slot was free and I missed my next flight to Madrid. When I attempted to rebook I was initially directed to the wrong desk by an airport employee and when I found the correct one I had to queue for 30 minutes. On the return leg my transit through Terminal 5 started smoothly enough with plane landing on time, then I encountered the theatre that is airport security and no one does it better the LHR! The first act was a pleasant woman checking my boarding pass then a quick passport check at the next desk. Next I was a little taken aback when I had to have my photo taken 'for security purposes' apparently. I then proceeded to security screening, I passed through without making anything bleep. After waiting 30 minutes for the gate to appear on the departure board I headed there and awaited boarding. Imagine my surprise when again G4S wanted to take my picture but had no wish to look at my passport nor any other official identification document. Another 10 minutes delay on the ground and I was finally out of that nightmare. My main gripe is with the taking of passenger pictures of a UK citizen at a UK airport on a domestic flight, this is intrusion of my privacy and completely unnecessary. My passport verifies my identity and contains my photo. I travel about 30k miles year on business and have instructed our travel company not to book me any flights via LHR again unless it is absolutely and instead send me via Amsterdam or Paris even if it means more time travelling. I will also be conveying my experiences to BA and I encourage others with similar experiences to do the same.



London Heathrow Airport customer review :  15 May 2013 by Susan Elias    (UK)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Flew out of Terminal 5 to South Korea on 13 May 2013 and my experience was a good one. The airport was easy to navigate and was spotlessly clean. Notice boards were well sited and displayed necessary information in plenty of time to enable you to get where you needed to be. All in all a pleasant experience.



London Heathrow Airport customer review :  14 May 2013 by R Clifford    (Canada)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

I made a connecting flight on May 10th, 2013 - Rome to London to Toronto on BA, with my checked baggage being sent through from Rome to Toronto without my having to collect and recheck it at Heathrow. Rome flight left late, arrived late, and I ended up, accompanied by one of the connecting flights personnel, running through Terminal 5 from one gate to another to make the Toronto flight. Despite not having left the secured area, I had to submit my carry-on bag for re-inspection and my duty free purchase was confiscated. I feel this is unreasonable - I purchased duty free in good faith and presented my boarding pass in Rome to do so, had it bagged accordingly, at Heathrow, I never left the secured area, and was in the company of a BA connecting flights representative from the moment I set foot off the Rome plane until I started down the jet way to board the Toronto flight. Between Heathrow Security and British Airways, the matter of how you deal with those on immediately connecting flights should be reviewed. Surely this doubling of scanning and arbitrary seizure of duty free goods is a waste of time, personnel, and goods. Connecting passengers are under your purview the entire time they are in Heathrow. There is neither time nor opportunity to purchase duty free while sprinting to the gate. (There isn't even time to go to the bathroom). The icing on the cake was the 45+ minute wait in the Toronto plane on the tarmac before we were finally cleared for take off. A bad experience all around, and a lousy end to a holiday.



London Heathrow Airport customer review :  14 May 2013 by N Sutherland    (UK)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

T3 last month. Arrivals OK, Departures dreadful, horrific queuing with no space for proper queue management. Awful security area especially if you get stuck behind someone with multiple 'problem items'. The Departures Area itself is basically a big shopping mall with planes parked out the back. Facilities for the passengers?, well unless it involves shopping, forget it. All in all a fairly dismal airport which I endeavour to avoid if at all possible.



London Heathrow Airport customer review :  13 May 2013 by G Cleaver    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

Used Terminal 1 for a return flight to Moscow Domodedovo using Transaero with 3 other family members. Its noticeable how the efforts are trying to be made by Heathrow as a whole to try and improve its status, (terminal 5 being a prime example), but there is still room for improvement. Interior looks very dated. Transaero seem to have their check-in zone tucked away from the main area so its a bit of a task trying to locate it. When we arrived there was an ominous-looking queue and we had noticed that the delayed take-off kept on getting extended every 5 minutes! Turned out that our plane was still in Moscow because of the weather, so there was a 6-hour delay at most. We were given 25 to spend each in the airport though, which explained the queue. Security was surprisingly swift, very friendly staff. Giraffe restaurant very good, not too expensive. Waiting seats are very hard, comparable to park benches. Free Wi-Fi and good range of plug sockets. Something striking is the very long distances to walk to gates. It was a good 10 minute walk even with travelators! On return, taxi to gate was very swift, and we left the plane quickly. Immigration is in desperate need of a review in terms of services. Very long queues, insufficient tables for filling out details (for some reason, we weren't given them on the plane). Very grateful to the assistant who led us to the front because of the children (we had already waited 40 minutes). Unfriendly staff at immigration, but on the other hand, our baggage was all ready for collection, and we were able to leave quickly from baggage reclaim.



London Heathrow Airport customer review :  7 May 2013 by J Tydeman    (UK)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

Flew from T4 on Friday evening of bank holiday weekend. A much improved terminal where everything runs smoothly. Good staff. Nice facilities. Still too many 'upper end' shops as with the other terminals, but overall very good with no queuing.



London Heathrow Airport customer review :  6 May 2013 by S Mueller    (Singapore)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Passing though T5 on my way to Glasgow, coming from Singapore. Boarding pass checked 4 times, pictures taken of you and staff chatting among themselves instead of trying to get the crowds moving. Airport melted down my 2hour stop over time to nothing - reaching the gate with the final call.



London Heathrow Airport customer review :  2 May 2013 by John Anderson    (USA)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Arrived from Cape Town on BA58. Good flight with BA. However on arrival wheelchair not available as requested - had been provided at Cape Town. Around 12 pax had to walk up the ramp - some in obvious distress. A buggy waiting there took pax through immigration and then 'dumped' them in baggage collection. No help to offload luggage and no wheelchair through to the outside. BA refuses to accept responsibility and the airport ignores e-mails. This at T5 - Heathrow's newest terminal and BA's so call show piece. A dreadful way to treat elderly customers and people with limited mobility. I expected more from both BA and T5. Will avoid in future.



London Heathrow Airport customer review :  29 April 2013 by Derek H Salter    (South Africa)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Arrived from Cape Town on BA58. Good flight with BA. However on arrival wheelchair not available as requested - had been provided at Cape Town. Around 12 pax had to walk up the ramp - some in obvious distress. A buggy waiting there took pax through immigration and then 'dumped' them in baggage collection. No help to offload luggage and no wheelchair through to the outside. BA refuses to accept responsibility and the airport ignores e-mails. This at T5 - Heathrow's newest terminal and BA's so call show piece. A dreadful way to treat elderly customers and people with limited mobility. I expected more from both BA and T5. Will avoid in future.



London Heathrow Airport customer review :  29 April 2013 by J MacMillan    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

I am all for Security but it is getting ridiculous at Heathrow Airport. Every case/bag seemed to get stopped going through the scanner - one person dealing with about 20 bags and she really took her time about things and kept going off to have a chat. At least one person missed their flight. My bag was stopped because the plastic bag I had my toiletries in was 'not a disposable plastic bag therefore illegal' - their words not mine! They then transferred what was in my see through bag which I have used every week for the last 10 months at every other airport to a 'legitimate' plastic bag. I had one toothpaste and one extremely small bottle of Bachs Herbal Rescue Remedy that would not fit so they told me I had to dispose of them! How ridiculous - I fly every week for work and all around the world will never fly from Heathrow again.



London Heathrow Airport customer review :  26 April 2013 by Chris Thorn    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

These comments are specifically about Terminal 5. I have been through T5 twice each way in the last month. The last time was arriving this morning on BA72 (25/04/2013) from Muscat. The previous time was to and from Edinburgh. No particular problems on departure, but on arrival on both occasions the plane had to be parked away from the Terminal and passengers bussed to the terminal. The process was slow and inefficient on both occasions - it took more than 35mins before someone found steps and buses etc and got the passengers unloaded. This is old fashioned passenger handling technology now only found at second rate airports - why are passengers using the new vastly expensive T5 expected to put up with it?



London Heathrow Airport customer review :  17 April 2013 by V Arnold    (Australia)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

After a long flight from Australia and landing in London I found it to be dirty, no organisation, staff not helpful or friendly, a great welcome to the country. Toilets were disgusting considering this is a major airport. Not very well sign posted, I ended up going up and down in the lift 3 times with my 3 year old daughter and a trolley as I could not make head nor tail where I was meant to go. Flying out from Heathrow I found not much choice to get something to eat or good coffee. There is hardly anywhere to sit before you can check-in and the seats are very uncomfortable. By far the worst airport I have been to!



London Heathrow Airport customer review :  15 April 2013 by J Ewing    (Scotland)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

We travelled through Heathrow yet again this year, having done it last year, and although the experience was slightly better it still has a way to go. Yet again it was passport control where we felt let down. We were met by a young lady who tried to organise us into numerous queues allowing those in a hurry through first. However, my gripe is directed at the 4 'officers' who were situated in the booth next to the one in use who were deep in discussion. If this was training It should have been done out of sight of travelling passengers or could a sign not be used to inform passengers that they are training and not just gossiping because that's what it looked like. Lots of staff around the full airport but I don't think they were all being used to their full potential and some not the most pleasant. As for the lines there, it was bordering on the ridiculous as I fel we needed a map to get round them all. This may be one of the biggest airports however I would rather travel through a smaller airport and be treated by polite and friendly staff where I am treated as a human being and not a herd of cattle.



London Heathrow Airport customer review :  15 April 2013 by S Mackey    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Arrived 6.35, T5 from Sydney, then bussed to T3 for connecting flight to Manchester, not too much of a problem here, then we and 300+ passengers queue for passport check. We had 10 mins until our next flight, when others asked if they could go through quicker we were told no, we had to wait our turn. We were then fast tracked through to security check, which was chaos, their attitude was very poor and as far as they were concerned being held up was not their problem. Unfortunately, we had a duty free bottle of booze bought in from NZ with us, which they took off us and told us abruptly we were not allowed to have this. We were then kept waiting 30mins before they would give my husband his hand luggage back and we missed our next flight. Would never want to use their airport again, what impression do they give to overseas travellers to our country? Come on Heathrow, get your act together.



London Heathrow Airport customer review :  15 April 2013 by P Carney    (UK)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

Flew EI from Terminal 1. Great swift check-in, EI allow you to use any check in desk and they were fully staffed. Went through security (they take your photo), which was quick. Came to the departure lounge and it was very dirty and tired. Little shopping facilities apart from a newsagents and a bar/bistro! Proceeded to the gate, which on the way, you are security screened again. Apart from the computer not being able to match my photographs to my passport, and a group of American Diplomats getting in the way, it didn't take long. The Aer Lingus departure gates are very small and twisty with plenty of walking. Not enough seating at the gate. But the upside is, the EI gates are very close to one of the runways, so from doors closed to take off, it took less than ten minutes! Not impressed with Heathrow, but with the changes EI have made, it's all good.



London Heathrow Airport customer review :  5 April 2013 by Chris Wareing    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Arrived At T3 from Manchester then to transfer to T5 onward to Bangkok. However, upon arrival there was no information on which buses to take, the staff spoke broken English and were unable to understand and found the signage lacked appropriate direction. We were walking round for 30 mins then decided to just get a taxi which then cost 25, 6 of which goes to the airport we were told, so we could catch our flight on time. We would consider ourselves seasoned travellers but this was the 1st and last time we will ever go to this airport.



London Heathrow Airport customer review :  19 March 2013 by Indranil Chakrabarty    (Australia)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

Flew QF to Bangkok. It is the world's busiest Airport and you can tell. It is crowded and at places dated and dirty. Didn't impress me as that mighty world airport. The check in was quick. Arrival was a bit nasty. The customs officer poured over my passport a hundred times. The info kiosk was manned by a surly looking staff member who when I asked him a question, he pointed me to a timetable and said its all in there. Duty free shops are lovely. Info display insufficient.





PAGE

1 2 3 4 5 6 7 8 9 10
 


If you experience any problems submitting comments on the above link, please use our general   Feedback Page

 




top

back to top




| Home | Airline Opinions | Legal Notice | Airline Ranking | Airport Ranking | Advertise | Passenger's Choice Awards | Site Map | Contact Us | Links |

1999-2012  Copyright Skytrax