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 :  5 September 2012 by Anna Kleinzahler    (UK)

Rating : 7/10

Queuing

Cleanliness

Facilities

Recommended

I usually fly from T1 or T5, but this time went through T3. It has improved. Check-in staff at SAS were excellent and quick, no need to queue and wait, same when I got to the gate, no waiting to board aircraft. Passing through security was no more then 5 minutes. Then the path meanders through Duty Free which I could do without. Waiting area a bit crowded, plenty of choice of places to get food and drink and other luxury shops. Good and clear signage and the walk to the gate not too long. Could do with a few more toilets in the waiting area, one seemed to be closed. Return also smooth. No difficulty at passport control, in fact staff there friendly and had a little chat over why the automatic gates don't seem to recognize my passport. 20 minute wait for luggage which is not unusual for Heathrow. The terminal has improved since my last trip through it. The only frustrating downside was the free wi-fi did not work and on my return leg finding the way to the underground was not well indicated.



London Heathrow Airport customer review :  4 September 2012 by S Wilson    (UK)

Rating : 4/10

Queuing

Cleanliness

Facilities

Recommended

My husband and I arrived at LHR T1 recently returning from India. For the second time in our travels, we had more hassle at T1 than in the Indian airports we had visited (and we've been through all the major ones). After being told to keep my shoes on, when I got through the initial scanner, I was curtly asked to remove my shoes so that they could be scanned. After being frisked and finally the metal detector run across me (this is the first thing they do in India by the way), and being told to put nothing back into my pockets my belongings were gathered together by one of their officious security staff members I had to go through the body scanner after which I was frisked again. Have they never heard of metal buttons on jeans? After that the three officials started chatting and I actually had to ask if I was free to go.



London Heathrow Airport customer review :  4 September 2012 by Beryl Jonsen    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Wheelchair help through the airport atrocious. No help at all in early morning. Non walking person had to walk quite a long way to find a lift then the help station was unmanned. Eventually we did get a wheelchair. Grudging service. What a difference in other European airports where service is fast and friendly. On arrival back in UK we were passed between 3 different people and then after a 20 minute wait for a chair, the attendant on the help desk suggested that my non walking husband walk down to the baggage claim and collect the luggage then come back and wait for a chair! When we finally did get a wheelchair, the attendant kept stopping to chat to friends, other airport staff. When I asked if we could get on and go to baggage claim and immigration, the friend to whom the chap pushing the wheel chair was chatting began to laugh at us. This is not good enough Heathrow. You do not measure up to the standards set by other European airports.



London Heathrow Airport customer review :  31 August 2012 by M Maleque    (Bangladesh)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

The queuing time at Heathrow was quite reasonable and the staff were quite efficient and friendly. Check-in and immigration went quite smoothly. The airport was quite crowded though, so it was a bit annoying to find a place to sit. There's no free Wi-Fi which was quite disappointing. And I think that the shops were quite expensive compared to other large airports.



London Heathrow Airport customer review :  31 August 2012 by S Worsley    (Australia)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Appalled at the rudeness encountered at immigration. Immigration officials do not have to be rude when they encounter someone such as myself, entering with no known address. A simple statement that an address is required is sufficient. I believe that most people are reasonable if approached in a polite manner. There was no name badge worn by the two people I encountered making it impossible to lodge a complaint against them. Left a bad impression.



London Heathrow Airport customer review :  31 August 2012 by A Wisdell    (UK)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Arrived from JFK into T5 from overnight flight. Bit of a walk and internal transport from arrival gate to immigration/bag reclaim. No problem with immigration queues and bag arrival was fast - I mean fast compared with the usual wait of up to 1hr where BA have previously been concerned. On arrival in baggage hall bags already on their way through. All round a very smooth and pleasant experience.



London Heathrow Airport customer review :  29 August 2012 by T Andor    (USA)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Connected in Heathrow from Terminal 3 to Terminal 1. Terminal 1 was nice, great shops, services, restaurants, one of the best I have seen anywhere. Didn't see the other terminals but based on Terminal 1, I would say Heathrow should be a 5 star airport. Very impressed.



London Heathrow Airport customer review :  29 August 2012 by S Symon    (USA)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Terminal 5 is a breeze. Connected through the airport 3 times over the past 3 months and each time Terminal 5 was working smoothly. My only complaint is the late notice of your gate but only once did I have to take the underground train to Terminal 5C.



London Heathrow Airport customer review :  25 August 2012 by P Goddard    (UK)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

T3 - arrival. The airport was very clean. Had to wait to get through immigration for about 15 seconds. All the staff acted very pleasantly, friendly, and were asking where we had been etc. For the 3 of us, we only talked to the customs officer for about 15 seconds also before we were let through. Well sign posted (BAA signs as well as ones for London 2012). There were plenty of staff about (as well as ones for London 2012). However, we had to wait for about 15-20 minutes for our baggage to come through, and we were almost at the normal bus stops before we saw a sign saying that the Hotel Hoppa had be re-allocated to the Central Bus Station (we had to back track through the terminal which was difficult) which seemed miles away.



London Heathrow Airport customer review :  20 August 2012 by L Dewhurst    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

Appalled at terrible lack of thought in to how passengers transfer from Terminal 4 to Terminal 5 (and vice versa). I was travelling from Terminal 4, but coming from Oxford on the bus which drops off at Terminal 5. There was no signage at all as to how to get between the two terminals. After asking airport staff, we eventually found we had to take a local bus. There was no information as to whether the trip would be free (it was) and there was no space for luggage on the bus at all which, if course, most passengers had. Please improve this! Signs at least - but a dedicated transfer bus with proper luggage space would be better.



London Heathrow Airport customer review :  20 August 2012 by P Cairnduff    (UK)

Rating : 7/10

Queuing

Cleanliness

Facilities

Recommended

I found myself visiting three of the four terminals this summer on a return trip. Thankfully, I must have travelled at the less busy times, since I rarely experienced any long queues or other unpleasant aspects of using large, busy airports. Zipped through T3 security and on the way back, flight connections from T5 to T1 were well signposted and quick enough.



London Heathrow Airport customer review :  15 August 2012 by Maxwell Press    (Australia)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Arrived with Cathay Pacific from Hong Kong at 2.45pm on May 17th 2012 to find a huge queue at Passport Control in a zigzag formation, everyone tired and only 3 control booths open so we waited over 50 minutes to be passed through to baggage and customs. What a way to be welcomed to London and the UK! And why don't countries dress up their entrance halls with advertising to boost their countries good points? Arriving in a bare concrete hall is the pits!



London Heathrow Airport customer review :  15 August 2012 by J Tydeman    (UK)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

Flew out of, and into Heathrow during the last weekend of the Olympics. Expected chaos but was all very smooth and seamless. No queues at immigration inbound, although flight was one of the last ones in. Luggage on carousel when we got there.



London Heathrow Airport customer review :  13 August 2012 by N Sutherland    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

T4 - two return trips in the past 3 months. Check-In's (Qatar and Etihad) not especially well organised. Security very slow and not a patch on the new facilities in LGW. Departures is basically a big shop with planes parked out the back. Facilities for the passengers? Who? What's wrong with shopping? Arrivals not too bad with most of the Immigration counters manned. The Baggage wait was an average of 45 minutes which is not good in a Baggage Hall which didn't appear to be especially busy. All in all, not a great experience (but better than LHR T3 and not as good, in any measure, as LGW).



London Heathrow Airport customer review :  10 August 2012 by Beverley Wahl    (Norway)

Rating : 4/10

Queuing

Cleanliness

Facilities

Recommended

Terminal 5. I had great expectations when T5 opened but they were promptly dashed. Unbelievable to find a modern airport terminal where you still have to pay for internet use and with coins. Another piece of bad planning is the placing of the information signs when you come through departure security. As you gather your scattered belongings you look around for signs - and at first glance there is nothing. They're there, but not immediately obvious. You have to wander around a bit and get the right angle of approach. Needlessly unsettling when you're already stressed. Terminal 4 - last experienced but never to be forgotten just before Terminal 5 opened. We were booked from Oslo to Johannesburg with BA, but when the BA flight from Oslo was delayed, we missed the connecting flight. We saw the last passengers go in and the doors close, but the staff we pleaded with to get us on the plane were unmoved. We were put into a hotel and booked on the next flight to Johannesburg, which was a KLM flight but unfortunately only early the next morning. We were issued with tickets for a bus that hadn't started running by the time we left for the airport. Our luggage, of course, remained at Heathrow. Over the next 2 weeks we phoned the airport daily. Yes, they assured us, our luggage was at Heathrow - they could even describe it to us. But at Heathrow it remained, though nobody could explain why. It finally arrived the day before we left to go home.



London Heathrow Airport customer review :  6 August 2012 by G James    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

Terminal 3. Crowds outside queuing for vat refunds then inside to a terminal which was absolutely packed and when I got to the business class check-in it was so loud that I couldn't hear the check-in staff giving me directions to the lounge - I had to call my daughter over to help me. Fast track was indeed fast and then up to the departures lounge which was crammed with people and no clear signs as to where the business class lounges were. Coming back (which on a previous trip was horrendous) was simple - straight through to the iris reading gates which were brilliant and then to the baggage carousels where my luggage appeared in minutes. T3 needs a massive overhaul for outgoing passengers - it's just not good enough for such a major airport.



London Heathrow Airport customer review :  6 August 2012 by Tia Traynor    (UK)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Check-in was quick and smooth. Luckily, upon arrival there was no queue at the immigration. Baggage claim was quick, I didn't have to wait for long to get my suitcase. I travelled to Heathrow just few days before the Olympics and was expecting it to be busy but surprised myself as everything was smooth and quick.



London Heathrow Airport customer review :  6 August 2012 by J Henson    (UK)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Used Terminal 1 for flight from Belfast on 5 August. I was in T1 arrivals within 15 minutes of my flight arriving. Disembarkation process was fast and efficient and staff were polite and welcoming. Terminal was quiet and clean, albeit a little outdated and rough around the edges. Given the intention to demolish T1 I can understand why BAA do not want to spend a significant amount on improvements but my main aesthetic criticism would be the underground tunnels that run from T1/T3 to the London Underground station. They are dirty, poorly lit and create a bad first impression of the UK.



London Heathrow Airport customer review :  1 August 2012 by D Tomlinson    (UK)

Rating : 1/10

Queuing

Cleanliness

Facilities

Recommended

I'm afraid to say that Heathrow is well past it's sell by date. I am a regular traveller with Cathy Pacific out of Heathrow T3, but my last trip was truly unforgiving. I arrived at 6pm for the 8.45pm flight, the terminal was packed like I've never seen it before, the queue that was in front of the first class check-in desk was bound for Canada, so I had to barge my way through that before I even got to the desk. Once checked in, I had to make it to the stairs that take you up to security, things was that all the queues were stopping people from getting to the stairs. It was total bedlam and there wasn't even any staff on hand to help solve it. Security was a disgrace, the fast track lane was slower than the normal lanes! Inside it was even worse, there is no order to it, you arrive into a bottleneck that then leads into a retail duty free store. It was absolute madness and the worst I've ever seen it.



London Heathrow Airport customer review :  26 July 2012 by Tor Idar Larsen    (Norway)

Rating : 7/10

Queuing

Cleanliness

Facilities

Recommended

Terminal 3: packed, low ceiling. Out-dated. Something should be done quite soon with this terminal. Terminal 5: stayed here during the snow blitz in 2010. Superb design, much space, lots of check-in counters, friendly staff as well. The man let us check in much before we really should. Superb transit area as well. I can see issues popping up very quickly as it's such a big airport.



London Heathrow Airport customer review :  14 July 2012 by R Carter    (UK)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Arrived from Toronto at 6am, ahead of schedule, and made a swift transfer to Terminal 1 via Flight Connections. Immigration was also a breeze, using the dedicated channel for domestic and Ireland departures. Owing to a ticketing problem, I then had no choice but to return to Terminal 3 to see Air Canada/British Airways. In all it took 3 hours to re-negotiate the now-longer queues, and make the repeat transfer - mind-numbing after a very long overnight flight! To Heathrow's immense credit, I found practically every employee I met to be good-spirited, helpful and tactfully humorous; from the lady transfer bus driver, to the immigration officials. Several recognised me after passing several times through the Connections centre, and they could not have been more charming making a pretty unpleasant experience seem not so bad after all.



London Heathrow Airport customer review :  10 July 2012 by A Annakin-Smith    (UK)

Rating : 4/10

Queuing

Cleanliness

Facilities

Recommended

Every time I use T5 I regret it. Is it a job requirement that they will only employ rude staff? It made me cringe to watch a BA check-in team member twice shout loudly and rudely at a woman because she accidentally overstepped a line she should have waited behind. Or the immigration woman who was quite abusive to a lady who merely asked - not complained - why a retina scan was needed. Then there is the ability of T5 to lose my luggage, even with state-of-the-art baggage systems and a 1.5 hour connection time. How do they manage it?



London Heathrow Airport customer review :  9 July 2012 by S Srinivasan    (USA)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Maybe I got lucky, but the transfer experience when going between terminals seems to have improved considerably since my last time here. I was transferring from T5 (BA) to T3 (AA). Signage was generally good, staff helpful, and the queues short and moved quickly. They even have a special "short connections" line at the T3 transfer security area if you have less than an hour before your onwards flight. Perhaps being here early on a Saturday morning helped, but I was pleasantly surprised after expecting the worst. I went from the gate at T5 to my seat in the lounge at T3 in just over 30 minutes; not bad at all for an airport this size. My one complaint is the lack of information on how to transfer to a non-BA airline. All you see are signs that indicate connections within T5, and for connections through "all other terminals". If you don't happen to know which terminal your airline flies out of, this can be confusing. On the plus side, staff were quite helpful in checking to make sure you were headed to the right line.



London Heathrow Airport customer review :  9 July 2012 by Kim Thomsen    (UK)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

LHR Terminal 5 on Friday 6th of July. I had the displeasure of waiting 26 minutes just to drop my bag at the check in counter which did say "Bag drop". Waiting time in security was no better with a 10 minutes wait. Generally speaking the check in experience was very poor and clearly showed that BA is the only customer in this terminal and they are contempt with aware. When I get to one of the many restaurants did the experience improve. Here service was fast and efficient. A visit to one of the many toilet showed them to be fairly well kept and in good working order. Sign posting is a bit messy mainly because the informative signs of where to go drowns in advertising posters for various tax free products. Overall a very mixed but rather poor impression of this new terminal. It could be so much more if just BA and BAA wanted it to.



London Heathrow Airport customer review :  6 July 2012 by S Morrow    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Do not attempt LHR if you need wheelchair assistance - arrived from Seattle Sunday 11 am and were lucky to make our 3pm connection in T1 due to chaotic special assistance in T1. We were made to feel like a nuisance to be moved about rather than customers. Also security staff at T1 rude, impatient, arrogant and when I complained female supervisor backed them up and told me off! A disgrace, I would hate to be arriving for Olympics. These staff need to seriously up their game. Have travelled on a number of occasions in USA, staff are firm but polite. I am embarrassed for what visitors will think of Britain.



London Heathrow Airport customer review :  4 July 2012 by R Mustafa    (Australia)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

My wife and I travel a fair bit and to date our worst ever experience was at Heathrow Airport. It all started off with a queue that stretched beyond the 1km mark fuelled by a 2 hour wait. We were flying in from Australia with a stop over in Dubai. After a long flight, I couldn't remember the address of my friend's place where we'd be staying for a few nights (in London). Once we walked up to the immigration office, I promptly apologised for the missing information and informed him that I did have it on my email but can't access it since there wasn't any free Wifi access in that terminal (we flew Emirates to London). The immigration officer rudely pointed towards a row of people who were detained and I believe would've been checked for drugs, illegal travelers etc. He said and I quote "next time you forget the address, you will be sitting there till you remember where you will be staying" and smirked. I was shocked to see this attitude from someone who was my first point of contact with London. I can't imagine the treatment people will receive when they fly in for the Olympics. I give Heathrow a big zero.



London Heathrow Airport customer review :  18 June 2012 by J Henson    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

T5 arrival on evening of Sunday 17 June - arrived in the domestic area of T5A on a European flight due to the lack of availability of stands - slightly worrying that there are already such capacity constraints given that this facility is only 4 years old! We had to leave the aircraft via steps and then travel by bus to international arrivals. The terminal was clean and bright as usual but there were long queues at passport control (which I appreciate is more the fault of UK Immigration than BAA/BA). Once through passport control, I was out of the terminal in about 10 minutes. Helpful to have an M&S in arrivals for essential food purchases and there is clear signposting to the Heathrow Express and London Underground.




 


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