London Heathrow Airport Passenger Reviews and Customer opinions

LONDON HEATHROW AIRPORT customer review :  4 December 2009 by S Butler   (UK)

Customer Rating :  2/5

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Terminal 3. A very stressful experience before our 10am flight. Check-in was easy, but the good experience stopped there. Security queues were long and the security area was disorganised, small and took about 40 minutes to clear. Passengers were given commands by staff who were rude. Immediately after the security area is the departure board which caused a huge bottle-neck and could be a potential health and safety risk. There are hardly any places to have a breakfast at terminal 3, aside from the usual coffee shops. One place offered a bacon sandwich for £7 and no where to sit. Starbucks could not cope with the number of people trying to get a drink and snack before their flights and I found the quickest option was to order a tea! Overall a poor experience and quite an embarrassing image of Heathrow for overseas visitors. Cramped, poorly organised and the opposite to relaxing before a flight.

LONDON HEATHROW AIRPORT customer review :  1 December 2009 by F Nemhauser   (USA)

Customer Rating :  5/5

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I found Heathrow T4 a breeze for entry and departure. Arrived 6:30am, passport control took about 5 minutes. I had hand baggage only and so was on my way. Took the tube to Mayfair and was at my hotel less than 90 minutes from touchdown. For departure, check-in was quick and easy (Continental). T4 has a good selection of shops, though I did no shopping. I spent my time in the SkyTeam lounge which is large and well-stocked.

LONDON HEATHROW AIRPORT customer review :  26 November 2009 by John Oram   (UK)

Customer Rating :  3/5

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Sadly for as many years as I can remember, parts of Heathrow at any given time are a building site. At least this does not for the time being apply to my most frequently used terminal, T5. T2 is all but closed now and Heathrow East (according to BBC News) will be ready in five years time. That seems realistic unlike what I recall as BAA's original assertion that it "would be ready for the Olympics". I cannot imagine what state LHR will be in for our visitors but I suspect it is not going to compete with Beijing. For the time being the now established T5 is pretty wonderful. There are great valet parking options to be had and these are worth considering. The space of the building comfortably consumes the current level of passengers. Security procedures have undoubtedly improved as has the quality of staff.

LONDON HEATHROW AIRPORT customer review :  21 November 2009 by Adam Smith   (UK)

Customer Rating :  5/5

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LHR-CGN with Lufthansa. When arriving at Terminal 1, I realised how quiet it was having not flown there since BA moved to T5. Was a bit annoyed that the Lufthansa check-in (Zone K) was on the other side of the terminal from the Tube, but that was where my annoyance finished. Zone K was quiet, with its own security area, which made it feel like it was fast track (I was flying economy). From bag drop to Departure lounge took 5 minutes! Used Servisair Lounge which was also quite good considering I didn't pay much to use it (good value for money)! Terminal 1 is great to use, much better now BA have left. BAA are certainly trying their best to sort out Heathrow.

LONDON HEATHROW AIRPORT customer review :  17 November 2009 by Ross Clark   (UK)

Customer Rating :  4/5

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Terminal 5. While the domestic-to-international transfer process within the terminal is seamless, I wonder why, for international-to-domestic connections, we have to be security checked again after passport control, as we're already airside. One small quibble, which would measurably save time if fixed. Also, they need more internet stations.

LONDON HEATHROW AIRPORT customer review :  17 November 2009 by S Cheng   (Canada)

Customer Rating :  3/5

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Why is it not possible to check in our luggage on departure until 3 hours before our flight departure time? I thought Terminal 5 was supposed to be world class. It's ridiculous, if they want us to make good use of the shopping facilities - why did they not allow hand baggage trolleys. When we are laden with computers and hand luggage, how are we supposed to shop until we drop? I was told by one staff member that this was because initially they were only going to allow one piece of hand luggage. Does not seem very well thought out for a world class terminal. The natural lighting and space are great, as well as the shopping, but these things detract from the overall departure experience.

LONDON HEATHROW AIRPORT customer review :  11 November 2009 by Bill Atkins   (USA)

Customer Rating :  3/5

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Was through Terminal 5 on Sunday morning early - not so busy but connecting still a mess with waiting at every turn then treated like cattle by rude security staff. Complained to a supervisor who I believe answered by telling me their tray system had been designed originally for a much smaller airport. One escalator down to the main level is too little and the shops definitely impede the flow of passengers.

LONDON HEATHROW AIRPORT customer review :  10 November 2009 by David Guild   (Luxembourg)

Customer Rating :  4/5

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Am I the only person not to like T5? I'd have to say that landside it is excellent. But once airside it's a mess with too many retail outlets. The designer seems to have lost sight of the point that airport terminals are all to do with flow. Instead, because of the system of access from both north and south, you get streams of passengers (and their luggage) all trying to cross one another's path. The whole experience leaves me bad-tempered. I'd rather fly through Gatwick North Terminal.

LONDON HEATHROW AIRPORT review :  8 November 2009 by Paul Harvey   (UK)

Customer Rating :  3/5

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Terminal 1 Tuesday lunchtime departure, Friday evening return. 15 minutes from landside to airside, quiet and no hassle throughout. Return was different, it took 20 minutes to walk from our gate to passport control. Due to building work, no female toilets were available from the gate to the baggage hall (20 minutes plus however long it takes to get through passport control). Passport control was quick and took 10 minutes and getting out to our parking coach was easy, if a bit of a trek. Overall, not as bad as we had feared but they have quite some distance to go to produce an acceptable airport.

LONDON HEATHROW AIRPORT review :  8 November 2009 by Nick Francis   (UK)

Customer Rating :  4/5

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Can't fault T5 every time I've passed through. There's plenty to do, and I don't find the retail so overbearing as it is is at T3! Staff at desks and security have always been pleasant and chatty. All gates easy to get to, but people continue to bleat about missing flights from the B and C gates (long-haul) : it is clearly posted throughout the terminal that you need to allow extra time to get to these satellites as there's a train involved.

LONDON HEATHROW AIRPORT review :  5 November 2009 by E Ferwerda   (USA)

Customer Rating :  4/5

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Recently used Terminal 1 twice (first time at Heathrow). Having come in from Ireland (pre- cleared), I can't report on the status of Customs/Immigration. The connection to the Underground was convenient and well-signed. Returning, I found very little delay/hassle in security and excellent shops/food options on the "airside". Only potential concern is that my arriving flight and another were both delayed by broken jetways (airbridges). Note to Ireland travellers : once you enter the immediate gate area you cannot re-enter the main part of the terminal, and facilities in that area are quite limited. Overall satisfactory - I would recommend Terminal 1 or use it again.

LONDON HEATHROW AIRPORT review :  24 October 2009 by H Whitehead   (UK)

Customer Rating :  3/5

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I have travelled through T1, T2 and T3 over the last 2 years. T1 is lovely, plenty to do and see and security tends to move well. While T2 security usually moves quickly, it's not worth it. T3 was an experience - the security took forever! Thank goodness I always arrive early or I'd have been running for my flight! Inside the departures lounge is truly awful. All designer boutiques and barely any nice food places. Everyone squishes into the one area with seating and the boutiques remain quiet and empty. If I had a choice of T3 or using Gatwick, I'd go Gatwick.

LONDON HEATHROW AIRPORT review :  24 October 2009 by J Crichton   (UK)

Customer Rating :  2/5

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I found terminal 5 to be pretty poor. The long delays at security were unacceptable with not enough machines in use, a good 25 minute wait was required. The transit from T3 to T5 took 10 minutes, the other 40 mins was waiting in line at some desk or security before getting in to the terminal. By far the longest and most dis-satisfying experience of my journey. The toilets I used weren't the cleanest nor were they all operational. Certainly believe that it may be better to avoid Heathrow if at all possible.

LONDON HEATHROW AIRPORT review :  13 October 2009 by A Hijmans   (Brazil)

Customer Rating :  4/5

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Arrived in T4 on intercontinental flight from Brazil. Through customs in a breeze, baggage delivered promptly, on tube into central London within half an hour of arrival. Much better than I'd expected.