London Heathrow Airport Passenger Reviews and Customer opinions

LONDON HEATHROW AIRPORT review :  28 May 2009 : by D Silva  (UK)

Customer Rating :  2/5

Queuing

Cleanliness

Facilities

T5 is simply awful! Arrived at T2 and took train to T5. Had to go up, around and down to get to LU. At LU entrance only two ticket machines and 1 staff at ticket desk (only one ticket desk exists?). Massive queues. Very ill thought in my opinion. Don't like the blue metal structures. The other terminals are dated. No air-con yesterday and poor air circulation. No Underground at T2/T3 yesterday.

LONDON HEATHROW AIRPORT review :  22 May 2009 : by Kevin Tunnicliffe  (UK)

Customer Rating :  2/5

Queuing

Cleanliness

Facilities

Terminal 5 is disappointing. Big queues for the fast bag drops, quite long security lines and no invitation to, or any sign of, a fast track system for premium customers. Lounges ordinary with dull food options. On return although our bags were priority tagged we had to wait until the end of baggage delivery for ours to reach to carousel.

LONDON HEATHROW AIRPORT review :  18 May 2009 : by S Srinivasan  (USA)

Customer Rating :  4/5

Queuing

Cleanliness

Facilities

Arrived at T3 from an Iberia flight to connect with a BA flight to India in T5. Given the old horror stories about connecting at LHR, especially to/from T5, I have to say it wasn't that bad. A bus was waiting at the T3 transfer area, and got us to T5 within 15 minutes of landing. It then only took a few minutes to get through the passport/document check. Security was a little slow, but at least they had a lot of lines open. The personnel we encountered were reasonably friendly; the man at the passport counter was especially helpful. Signs to gates and lounges are clearly marked. Best of all, our bags made it successfully to our final destination. Definitely a better experience than my last trip transiting LHR.

LONDON HEATHROW AIRPORT review :  12 May 2009 : by J Bradley

Customer Rating : 4/5

T5 seems to work very well and has a spacious and airy feel to it. In bound, very quick baggage reclaim and transfer to Heathrow Express. Out bound, smooth check-in and security clearance. However I should point out that we were did not seem to be travelling at peak times

LONDON HEATHROW AIRPORT review :  7 May 2009 : by Bill Atkins

Customer Rating : 3/5

After numerous experiences and reading the comments of others, it seems that T5 is a tale of 2 terminals. It is fine when the journey begins and ends there or on quiet days. It is far from good when connecting or at a busy time. It seems that it simply was not correctly designed for the volume it will be required to handle when travel returns to normal.

LONDON HEATHROW AIRPORT review :  5 May 2009 : by A Makins

Customer Rating : 2/5

Air Canada to T3, layover followed by KLM in and out of T4 with a return connection to T3 for an AC flight. The good - surprisingly efficient connection between terminals (both the bus from T4 - no checked luggage - and security screening on arrival at T3); quick security check at T4. Far better than the last time I connected through Heathrow when the experience was massive queues and very slow screening. T4 looks like a building site (presumably a decent, refurbished terminal will emerge eventually), you complete a half marathon with the walk to catch the flight connection bus between terminals; we landed on the north runway and had to wait a long time to cross the south runway that was being used for takeoffs before the plane could reach the terminal. Fortunately my scheduled 80 minute flight from Amsterdam (yes really, 80 minutes!) landed 40 minutes early so there was no problem with connections. Finally had the chance to give the great Heathrow rip-off known as the Hotel Hoppa bus a miss. After some research on-line if turns out there are several local buses that serve the immediate area adjacent to Heathrow for free. I took bus 555 from the Central Bus Station to the Marriott and the next day took the same bus from the stop outside the Marriott to T4 - total cost zero, feeling that you weren't ripped-off, priceless.

LONDON HEATHROW AIRPORT review :  5 May 2009 : by O Odddgeirsson

Customer Rating : 1/5

Traveled yesterday through T5, coming from an international flight going to domestic. It was like a chock to the system to communicate - more like listen to - the security people, because they bark at the passenger rather than talking to them. These are some of the first people foreigners meet when arriving in this country, that does give a poor impression indeed. And one final question, why are they collecting photos from all passengers? I think to remember the excuse was in T1 that construction was taking place, but that is no excuse for T5?

LONDON HEATHROW AIRPORT review :  28 April 2009 : by A Turner

Customer Rating : 5/5

Recently used T5 for around the 5th time since it's opened. No queue for bag drop or security although the attitude of some of the security people to customers who weren't that familiar with the security arrangements left something to be desired. Inbound flight arrived early so found myself having cleared security and collected luggage and on the Heathrow Express before I should have landed - ideal!

LONDON HEATHROW AIRPORT review :  24 April 2009 : by Ross Clark

Customer Rating : 2/5

LHR T1, transferring from T3 (flight from SIN). While the transfer to T1 was OK, and border processing quick (am a nonEU citizen), that's when the problems started: the arrangements for international transfer passengers (T3) now that T1 is international are quite poor. It should be possible for transferring passengers to be sent straight into the departures area once immigration formalities are resolved and boarding passes are issued - instead, we got sent landside, which added several additional minutes from having to go through security again. On top of that, it was not straightforward to get the boarding pass, as the BMI service I was transferring to had closed, and I did have to argue to make it clear that I was off a late- running international flight. More positively, the security staff were showing a sense of humour.

LONDON HEATHROW AIRPORT review :  23 April 2009 : by E Mabley

Customer Rating : 5/5

We arrived at T5 from LAX. The total time between stepping off the jetway to arriving at Paddington Station was less than 45 minutes. My concerns about slow customs lines, huge crowds and inefficient rail connections never materialized. Departing from T5 was also a breeze. We arrived at the terminal 3 hours before the flight and check-in/security went by so quickly we were able to get on an earlier flight back to LAX than the one we were scheduled on.

LONDON HEATHROW AIRPORT review :  23 April 2009 : by S Smith

Customer Rating : 2/5

Terminal 3 for lunchtime Saudia departure twice in last month. Usual long walk from tube station but land side has improved significantly, quick check in and had a good breakfast in one of the outlets. That was about as good as it got. Lengthy queue for security, second queue to have passport checked, third queue to have shoes x-rayed. Seating area was totally packed and the balance between retail area and seating is totally wrong (I suppose people sitting down aren't spending money though are they). One of the bookshops has closed down as well. Another lengthy walk to the gate, short queue on entering the gate to have my passport checked for the third time and to avoid disappointment there was time for a final bit of queuing action to hand in my boarding pass and get on the plane due to only one attendant doing the job. A very average experience. Two questions - why are the staff all so miserable and why - despite so many notices about liquids in the bag, remove your laptop from case etc - do passengers behave in such a gormless way at the security point?

LONDON HEATHROW AIRPORT review :  19 April 2009 : by David Gartside

Customer Rating : 4/5

LHR T2. I never thought I'd ever write this about LHR (esp T2) but it was a good experience - effective and quick check-in and security outbound, with not too many folk in the terminal. Departure lounge (gate 2) a bit of a squeeze but OK for a short while. UK immigration and baggage retrieval quick on return.

LONDON HEATHROW AIRPORT review :  16 April 2009 : by N Barnsley

Customer Rating : 5/5

Departed from T3 a few days ago, and it has improved enormously. Refurbishment is still in progress, but the forecourt and check-in areas are looking very smart and are well signed and user friendly. On this occasion, security and passport formalities were fast and handled by polite, efficient personnel. Airside, plenty of seating both in the departure lounge and at the gate. Walkways to the gates are light and airy and it was great to see that BAA have finally seen sense, and decided to ditch the grotty, stained carpets in favour of clean, durable hard flooring.

LONDON HEATHROW AIRPORT review :  14 April 2009 : by Bill Atkins

Customer Rating : 2/5

Bus from inbound domestic flight which meant additional security check for connection, which should not be needed. Security area woefully slow as it is too small and the tray system does not work.

LONDON HEATHROW AIRPORT review :  8 April 2009 : by J Frobel

Customer Rating : 4/5

Check in at T5 was excellent, wheelchair arrived promptly and I could not have had better service anywhere. However, returning from a 9-1/2 hour delayed flight from Phoenix on 30th March, I was asked by the BA flight attendant to wait with five other wheelchair users inside the aircraft as wheelchairs would be another twenty minutes. Cleaners arrived and were working around us all. After waiting 1/2 hour we were given cups of tea and biscuits by the flight attendant who was constantly doing all he could to get wheelchairs for us. After 3/4 hour one wheelchair arrived to take a lady to a "connecting flight" which she had missed! After one hour, another wheelchair arrived for me. I don't know how long the other passengers - most of whom could not speak English - had to wait! The wheelchair pusher told me that his company had gone completely downhill after being the successful bidder for a multi-million pound contract and now had no interest at all in providing a good service to those needing most help. This service desperately needs to be improved.

LONDON HEATHROW AIRPORT review :  26 March 2009 : by David Thompson

Customer Rating : 4/5

We flew from T5 last week, it is a great improvement, plenty of space and a very fast check- in. When will BAA sort out the security process, we took over 40 mins to get through at a time when the terminal was not at all busy. There were only 2 points open, quite ridiculous.

LONDON HEATHROW AIRPORT review :  26 March 2009 : by Ross Clark

Customer Rating : 4/5

9th March departing T3 via the new (A380) wing. This addition to T3 works very well - airy and spacious, as it should be. The transfer from T1 is as time-consuming as ever - if we are already airside, do we need *another* security check on entering T3? One improvement on the last time I did this, is that the signage has been significantly improved, using a shade of purple you can't miss.

LONDON HEATHROW AIRPORT review :  10 March 2009 : by Rob Boyce

Customer Rating : 4/5

T2 out to Beijing via Paris, returning same route. Speedy check in and about 7-8 minutes to clear security on the way out. Usual shops with no problems. Arrival back slightly early and despite a long walk to immigration dealt with unusually quickly - and amazingly bag first on to carousel, with the result that was outside the terminal just five minutes after scheduled arrival!

LONDON HEATHROW AIRPORT review :  10 March 2009 : by J Marshall

Customer Rating : 2/5

LHR is too big for its own good. On flight from JFK-BKK had to change terminals at LHR. We landed in the "new" terminal and took off from an older one, all on BA. We had to take a train to a long bus ride (which we had to wait 15 minutes for and make multiple stops). There was also a little too much walking. Overall, I was unimpressed with the new terminal and the length one had to travel to get between terminals.

LONDON HEATHROW AIRPORT review :  10 March 2009 : by G Jardin

Customer Rating : 3/5

My first ever time through T2 and it’s clear that the LHR experience depends on which terminal you use. T2 works OK but the facilities are embarrassingly tatty and badly planned for international visitors to the UK. Plenty of seats airside in the cramped departure lounge/shopping mall. Still, at least there were no queues or delays, but T2 does need drastic work, given the glossy T5 and the ever-improving T1 down the road.

LONDON HEATHROW AIRPORT review :  10 March 2009 : by A Asprakis

Customer Rating : 4/5

Recently transfered 4 times through terminal 5 on BA flights. Although the terminal is very convenient for transferring, I disapprove of the amount of high end shops. There are very few meal options that do not involve high end sushi restaurants, etc., and the whole place just gives me the sense that they are trying their best to shake you for money before you get on your flight.

LONDON HEATHROW AIRPORT review :  10 March 2009 : by R Pontida

Customer Rating : 2/5

Had to connect several times through the supposed-to-be state-of-the-art Terminal 5 and I don't like it. Every time you have to wait a lot for security clearance between your flights, although you're already in the international area. Not only are there always queues, but it's also relatively inefficient as I had no troubles going with some liquids unnoticed. World duty free is very nice, but the rate they charge for conversion is a complete rip-off. Also, there is no power outlet for laptops and not even free Wi-Fi.

LONDON HEATHROW AIRPORT review :  3 March 2009 : by W Warnock

Customer Rating : 4/5

I've used Terminal 1 a couple of times recently checking into United for US flights and Air New Zealand for an NZ flight. What a change in the last year or so. So much better than previous. Plenty of room around the check-in desks and a pretty straight forward process through security. Regarding security, can someone please let us passengers know the rules! Is it shoes on or off, belts on/off etc. It seems to vary from line to line and also results in some verbal announcement from the security individual. at the last moment before you put your stuff through the scanner. Once airside, plenty of room to sit and many shops to browse. Food choice looked good too and certainly my meals were nice. While still not a patch on Changi etc I think Heathrow should be commended for bringing Terminal 1 out of the dark ages and allowing international travellers some space and options prior to heading for the departure gate. The previous nightmares at Terminal 3 seem well behind. Cannot comment on the other Terminals but 1 gets a 4 for effort.