London Heathrow Airport Passenger Reviews and Customer opinions

LONDON HEATHROW AIRPORT review :  13 October 2009 by Robert Szocik   (UK)

Customer Rating :  5/5

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T5 to MAN with BA. My biggest question is - why is T5 so inconsistent? It seems to make no difference whether the airport is busy, quiet, or the time of day - the experience is so hit- and-miss. Very quick to clear security - who, on this occasion, were efficient, friendly, made to effort to exchange jokes about my luggage (with good reason!), and one of the staff even said "Have a pleasant flight, sir" - that is the last thing I ever thought I'd ever hear at LHR! The terminal seemed to have a completely different atmosphere, and even though I was on a mid-evening flight, all areas remained clean and tidy. Flight was called in good time, boarded efficiently, and departed on time.

LONDON HEATHROW AIRPORT review :  7 October 2009 by Peter Whiting   (South Africa)

Customer Rating :  1/5

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Departing through terminal 4 was a most unpleasant experience. I had to repack my bag at check-in, nearly had my overnight bag rejected in the security queue, and then encountered the Fast Track security, who were the slowest I have seen. My fault entirely - I had moved a bottle of whisky into my overnight bag when sorting out the main bag. However, it was not necessary to keep me waiting for nearly half an hour to resolve this issue (the bottle was duly confiscated) - staff have a job to do, and I was in the wrong, but a little politeness would help.

LONDON HEATHROW AIRPORT review :  5 October 2009 by Glenn Biffen   (UK)

Customer Rating :  4/5

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T5 is light, spacious and less compact than the rest of the terminals. Naturally there is always a 'bottleneck' at security; (isn't there always), but I would appreciate it if the security staff (or some of them) were more polite in their approach and not act as if they were in a marketplace. If anyone gets confused on their first experience on departures or arrivals its natural - new place, new surroundings. Heathrow is an old airport and a busy one; its going to take time to update the other four terminals (especially 2 and 4) and when they do, it'll be great.

LONDON HEATHROW AIRPORT review :  5 October 2009 by Yevheniy Kahanovych   (Ukraine)

Customer Rating :  5/5

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I used it twice last week traveling on BMI to and from T1. Now T1 works fine. Everything came fast and trouble free. Security took 5 minutes. Check in areas of BMI are now spacy, and airside, you can get seated at any part of the terminal. Food facilities were good. Cleanliness was also good. When arrived I got my bag within 15 minutes. Immigration was also fast, I saw no line at all. The only minus is that now gates built to serve domestic flights are used for international. So walking from former Aer Lingus gate to international arrivals takes a lot of time and it feels like finding way trough labyrinth.

LONDON HEATHROW AIRPORT review :  28 September 2009 by Anthony McElligott   (Ireland)

Customer Rating :  1/5

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In the past month I have travelled through Terminal 1, 2 and 5 and each time I have found the experience lacking in terms of hygiene and respect for the individual. Also transferring from T5 to T1 is a nightmare, while T2 should be closed it is not fit for purpose. Photographing of passengers on domestic flights in T1 is intrusive and serves no security purpose. If I could, I would not use it, but have to for business.

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

Customer Rating :  5/5

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On our return from YVR I could not praise LHR (T5) too highly. IRIS seems to have been fine tuned and works quickly. Baggage could not have been delivered more quickly. We had valet parked our car and got it back in minutes. 30mins plane to M25.

LONDON HEATHROW AIRPORT review :  22 September 2009 by Erik Hellstrom   (Sweden)

Customer Rating :  5/5

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T5 really stands out from the rest of the terminals. Airy, spacious, fresh, clean and loads of shopping and places to buy food. T5 really makes it worth flying with BA! Although the security screening is a bit over the top in being over-thorough.

LONDON HEATHROW AIRPORT review :  22 September 2009 by Robert Szocik   (UK)

Customer Rating :  1/5

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Transiting via T5. Terminal very busy on both occasions. Outward leg good, other than the 15 minute delay in take-off due to taxiway congestion. Quick transit, less than 5 minutes from landing to passing through a boarding pass check. The return leg, on the other hand, was diabolical and I believe I have reason to make a formal complaint to BAA (which will probably be ignored). Huge queues everywhere on return, in a packed, stuffy terminal. Pax transiting from international to domestic flights now have to pass through FOUR checkpoints, with multiple boarding pass/passport checks, photo-scanning, and finally X-ray machines (and, in my case, added humiliation as well). But as if all this wasn't stressful enough, after attempting to retrieve my luggage from my tray while empty trays were piling up, a security girl (who was standing around doing nothing while decided it was appropriate to start shouting at me, including asking "Can't you understand English or something?". Clearly I am just a "stupid foreigner" to her, despite the fact that I was returning to the country I was born in! I did not reply or say a word during this time, so I cannot be blamed for inflaming the situation. It's time that staff like this were reminded that travellers, and in particular frequent flyers such as myself, help to pay their wages. But in the meantime, I'm going to avoid LHR as much as possible (fortunately, not difficult) so another hub can have my money from now on. Which is a shame, because the vast majority of staff are good and the facilities and environment are usually excellent.

LONDON HEATHROW AIRPORT review :  18 September 2009 by John Oram   (UK)

Customer Rating :  4/5

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T5 at LHR was fine for our departure to YVR. Security was fast enough but the processes remain tedious. It is depressing to think that they will go on checking liquids, belts, shoes etc as long as they can get away with it. Valet parking is a wonderful service which is often promoted at a price far lower than you might think. The route to the BA lounge (South) is moronically complicated but once you're there the view of departures is unparalleled.

LONDON HEATHROW AIRPORT review :  15 September 2009 by Jon Tydeman   (UK)

Customer Rating :  4/5

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Used terminal 5 to fly to and from Mauritius. It is a very bright and airy terminal, and there are few if any queues. However, the lines for passport control upon arrival, whilst short, moved very slowly. Also, after landing, we had to hold for several minutes because there was no space to park the aircraft, and this in a brand new terminal!

LONDON HEATHROW AIRPORT review :  9 September 2009 by Paula Loguda   (USA)

Customer Rating :  2/5

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While T5 may be new, bright and airy, every word written about the rude, surly security staff is true. My husband had forgotten he had picked up a still sealed small bottle of water from the lounge. Of course, this showed on the screen. They then went through every single item in his carry on, searching side panels, scanning cuff links etc. Then told him to repack it, all the while speaking as though we were suspected of terrorism. We were the last people to board our flight and only were able to do so because I had run ahead and explained the situation to the gate agent. They also were patting down scores of people.

LONDON HEATHROW AIRPORT review :  8 September 2009 by A Ruane   (UK)

Customer Rating :  3/5

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T5 is a clean and airy building - much less gloomy than the other terminals. Security areas are badly designed and the tray belts at the x-ray machines are a nightmare at busy times. The worst aspect of Heathrow is the staff at the security baggage check areas who are rude and surly.

LONDON HEATHROW AIRPORT review :  5 September 2009 by R Scrase   (UK)

Customer Rating :  2/5

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Arrival at T5 is appalling. Why do I always seem to have to go on a bus between the plane and the terminal? Six arrivals and six buses. It would be nice to actually arrive at the terminal on the plane.

LONDON HEATHROW AIRPORT review :  3 September 2009 by J Tiainen   (Finland)

Customer Rating :  2/5

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Transfer from T5 to T3. If you can avoid this, do. The security check in T3 is terribly slow and unfriendly. If this service is in place when Qantas and BÂ flight to Australia move to T3 it is going to be a disaster for passengers.