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London Heathrow Airport Passenger Reviews and Heathrow Airport Traveller Reports



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LONDON HEATHROW AIRPORT customer review :  23 April 2012 by Andrew Mokhov    (USA)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

One of the worst if not the worst major airport out there. Passport control lines at Heathrow are horrendous. Since all employees are unionized, they make sure they take their bathroom, lunch, snack, stress relief and other brakes, so it is common to see 2 booths manned out of 50 while passengers are hoarded as cattle into lines circling the terminal.



LONDON HEATHROW AIRPORT customer review :  17 April 2012 by Mark Wilkins    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

MAN-LHR-SIN-LHR-MAN. Used T1 for MAN flights, T3 for SIN ones. T1 arrival good, and T3 departure and security checks were cleared quickly with minimal fuss. T3 does feel claustrophobic airside, but good shop selection and used lounge which was good for money paid. Different story arriving T3, can only echo other comments. Passport control is a mess - IRIS working but big queue, other self-scan gates not working. Luggage belt failed 5 mins into delivery due to strollers jamming it - passengers eventually cleared the blockage when it became apparent no baggage handlers would do so after 20 minutes. After another 45 mins bags arrived. T1 departure to MAN fine apart from the need to clear 2 security checks for the internal flight with an eye scan check taken at each station, this is when no check needed for international flights? Given T3 experience, can't see how it will cope with Olympic traffic unless problems addressed.



LONDON HEATHROW AIRPORT customer review :  17 April 2012 by B Klein    (UK)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

Travel to and from T3 and T5 all the time. T3 is a bit of a hassle and security takes a while but I always use the speedy queue. The thing that makes the difference is people who know what they are doing at security. Terminal 5 is very quick and you can go from club world or first desks straight through to the Concorde lounge almost instantly. Travelling with family to Newark, NJ was very easy. It's the airlines that can make or break a journey, and every single American airline that leaves Heathrow is appalling. Coming back into the UK is usually quick if you are a British citizen. Using e passport gates is very easy.



LONDON HEATHROW AIRPORT customer review :  15 April 2012 by S Smith    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Flew out through T3. A dump. You enter airside through a massive retail area and there is insufficient seating. The low ceilings create a real claustrophobic atmosphere. If you want breakfast etc, eat landslide. The outlets are a lot less busy and a lot more pleasant.



LONDON HEATHROW AIRPORT customer review :  12 April 2012 by R Crossan    (UK)

Rating : 8/10

Queuing

Cleanliness

Facilities

Recommended

Arrived at T3 from HEL, flew out from T5 to MAN. Immigration queues satisfyingly short. Renovation work means the T3-T5 bus trip isn't the most glamorous, but they're making the best of it. BA Galleries Lounge at T5 could do with some more inspiring food choices. A long time since I've been through LHR, and a few horror stories had me scared, but this was a painless experience entirely.



LONDON HEATHROW AIRPORT customer review :  12 April 2012 by Alan May    (Canada)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Travelled through Terminal 5 on 31 Mar arriving at 2.15 pm from Canada. Immigration Control was horrible. It took 2.5 hours to clear through the non-EU, non-UK queue. On the way home a week later, I was stuck in one of the lifts from the Underground to Departures level for 25 minutes. We also had to board a bus to a remote stand for departure. For a new terminal, using a remote stand for a Long Haul, International flight is quite poor. Otherwise, the terminal is really nice! Clean, lots of food, shopping and plenty of seats. The first contact arriving is the Immigration Hall. It's gives a really poor impression.



LONDON HEATHROW AIRPORT customer review :  11 April 2012 by J Tydeman    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

Flew in and out over Easter weekend. Inbound the immigration queues were horrendous as predicted. No excuse - just poor planning and management. An embarrassment to be British if this is people's first impression of the UK.



LONDON HEATHROW AIRPORT customer review :  10 April 2012 by Robert Szocik    (UK)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

Arrived at T5 from MAN, then T1 to WAW return. Mid-morning outward flight; no major problems before departure, but the flight departed 35 minutes late. Facilities still good after security. Staff unusually friendly and polite. 3.5 hour layover upon return, to await flight to MAN. After my connecting flight was called, I learned I had used the wrong "flight connections" channel, thus missing passport control after landing from WAW. Customs and security staff were understanding and helpful, and ensured I did not miss my connection. Overall, my impression is that customer service is improving at LHR. Cleanliness much better than my last flight from T1.



LONDON HEATHROW AIRPORT customer review :  10 April 2012 by Jane Green    (France)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

T5 is a pleasant experience, modern and spacious, though would like to see more eateries landside. Terminal 3 - cramped, no natural light, long walk to the gates. T4 and T1 average. Iris is used at immigration and costs nothing to add to your UK passport. Good links to and from London and frequent public transport to the nearby hotels. Unfortunately getting between terminals is a real pain in the backside. The bus service takes a long time and is every half hour or so, the trains only runs every 15 mins leaving you stranded on the featureless miserable platform drumming your fingers if you have a tight connection.



LONDON HEATHROW AIRPORT customer review :  5 April 2012 by Simon Smith    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

I have travelled through Heathrow twice in the last few weeks (T3, T5). In most respects the airport is fine, and in particular departure security queues are much quicker than a few years ago. The problem is immigration control. On one occasion the queues were bad, on the other, appalling - even for EU passport holders. Lots of desks were unstaffed and the queue for the new e-passport gates seems to take even longer than the queue for the staffed desks. I travel around Europe for work almost every week and UK airports consistently have the worst immigration queues anywhere.



LONDON HEATHROW AIRPORT customer review :  3 April 2012 by R Sample    (UK)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

I fly into T5 regularly and transit to T1 for a domestic flight. Security is a nightmare. There are 10-12 scanners at T1 security, only 3 or 4 are ever manned, no matter how big the queue. Same story at the photographic check, 6 camera positions, only 1 is ever manned. If you arrive on a flight that is late you have no chance of making your connection if less than 2 hours. Security staff are generally very rude. Rules seem to change on a daily basis.



LONDON HEATHROW AIRPORT customer review :  3 April 2012 by Tim Collins    (USA)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

I flew into Terminal 5 en route from California (via Dallas) to India. Navigating through Flight Connections was easy and I was through security in under 10 minutes. It is impressive in size, although was surprised how "unfinished" some of the architecture is. Impressed by the size of the terminal and the large number of shops and restaurants. My biggest complaint is that T5 is simply not designed for long-haul transit passengers. Even if you do find a relatively quiet area there is a constant barrage of PA announcements. Since I was not a premium passenger, I could not use the lounges, and there are no pay lounges. Seating is uncomfortable and hard. It was such a contrast with an airport like Singapore Changi.



LONDON HEATHROW AIRPORT customer review :  21 March 2012 by M Andersen    (USA)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

Flew into T5 on March 7, mid-afternoon, to find passport control lines extremely long for non-UK passport holders. There were only 2, then 3 passport officers for plane loads of visitors. There were 24 un-manned desks. The EU, UK, and Iris Scan lines had passport officers and no lines. The Fast-Track line was closed, which made no sense to those who had paid for that service. It took 2.5 hours for our group to get through. Passengers grumbled quietly and behaved patiently. No special assistance offered to travelers with young children and babies. I did not feel welcome at all to the UK with that queue, and do not recommend coming back!



LONDON HEATHROW AIRPORT customer review :  19 March 2012 by Yevheniy Kahanovych    (Ukraine)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

Last week used T5 for 2 arrivals and 1 departure. No lines for check-in or security, well organised boarding called by row. Toilets clean and well stocked. Eateries are good quality, plentiful and not crowded. The only minus was immigration line on arrival. First time I was out of the terminal within 15 minutes after flight, next time I queued for 35 minutes or so. Bags are always waiting on the belt.



LONDON HEATHROW AIRPORT customer review :  12 March 2012 by Greg Guthridge    (Canada)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Flew into T5 on March 9th, 2012 and spent nearly 2 hours at passport control. They had only 2 people in the Non-EU, Non-UK line. At one point, around 2pm, both employees just got up and left (coffee break)? For the next 15 mins, we all stood in horror as there was nobody! The crowd of people began yelling and pleading for somebody to return. I've honestly never seen such a mis-managed airport passport control in my life! Whoever manages the Customs at Heathrow is seriously damaging perception of Heathrow, BA, and London.



LONDON HEATHROW AIRPORT customer review :  7 March 2012 by J Irwin    (USA)

Rating : 2/10

Queuing

Cleanliness

Facilities

Recommended

Flew into Terminal 5, Jan 2012. Waited in the Immigration queue for 1.5 hours! The UK passport holders booths had already processed everyone in the UK line and were sitting around talking while non-UK passport holders area had only two manned booths. Why some supervisor couldn't move workers to the Non-UK side is beyond me. After an hour, an Australian man started screaming to see a supervisor. When that supervisor came over to the line, she told him in no uncertain terms that they only had two officers. This "problem" has serious repercussions - business is being affected, it makes me think twice about spending my tourist dollar in a country that apparently just doesn't care.



LONDON HEATHROW AIRPORT customer review :  5 March 2012 by Robert Szocik    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

Sunday evening departure, T1. The usual huge queues at bmi/Lufthansa check-in desks, and the area is still uncomfortably overheated/under ventilated. 10 minutes to clear security. However, things improve rapidly after security, with everything in working order, clean and tidy, and conditions are much more comfortable, even with large numbers of pax. Flight departed on time and arrived early. Still good airside, but continues to leave a lot to be desired landside.



LONDON HEATHROW AIRPORT customer review :  5 March 2012 by J Henson    (UK)

Rating : 7/10

Queuing

Cleanliness

Facilities

Recommended

Departure on morning of 23 Feb from T3 - very good selection of shops both land and airside; helpful to have Travelex pick-up landside right next to the security lanes. Security line was relatively long but was processed quick quickly, although not within the supposed 5 minute target. T3 always seems very busy in the central terminal area and still appears to be handling too many passengers for its size. Terminal seemed clean but a bit dated in places. Long walk to gate.



LONDON HEATHROW AIRPORT customer review :  3 March 2012 by Sally Symmonds    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

Arrived at Terminal 3 from Bangkok. When we got to the immigration hall it was an absolute nightmare. Even with fast track passes we queued over an hour to pass through immigration - a lovely holiday was spoilt by this unnecessary delay. The borders agency need to have more staff on at the terminals. What's going to happen later this year when it's the Olympic games - it will be a total farce. If I were an overseas tourist I would avoid Heathrow airport at all costs.



LONDON HEATHROW AIRPORT customer review :  27 February 2012 by J Pickard    (Canada)

Rating : 1/10

Queuing

Cleanliness

Facilities

Recommended

Arrived at T5 on a Wednesday morning in Feb and it took over 2 hours to be processed by immigration agents! There were only 3 wickets open, we watched 5 underworked agents, several of them idle, in the EU/UK passport section. None of them we diverted to the "All Other Passports" sections and no new agents were put on duty. The many personnel assigned to manage the lines spent their time handing out complaint forms and trying to calm frustrated passengers. It would be better to simply assign more people to processing incoming travellers.



LONDON HEATHROW AIRPORT customer review :  27 February 2012 by Bill Atkins    (USA)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

T5 has great potential to be world-class, but does not deliver it due to poor planning. The whole transfer process needs to be rethought. There is too much waiting in line for the various boarding pass/passport procedures - more agents needed. Transfer security screening is the same nightmare it was in the old BA multi-terminal days. Many lines of passengers trying to merge, then capacity controls on the escalator as there is a huge bottleneck at the top of it. Nothing good can be said of the screening area and staff, though I feel sure they are grumpy and aggressive for the same reason the passengers are. It would not take a great deal to improve this, but have seen little progress to date.





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