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London Heathrow Airport Passenger Reviews and Heathrow Airport Traveller Reports



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LONDON HEATHROW AIRPORT customer review :  16 February 2012 by M Eggleton    (UK)

Rating : 7/10

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Recommended

Good all round airport. I've mainly used T4 (international), which seems a bit cramped and there always seems to be minimal seating available. Fairly clean, as you would expect from one of the worlds biggest airports, but I didn't see many staff about, and those I did were chatting to each other not fussed about travellers.



LONDON HEATHROW AIRPORT customer review :  15 February 2012 by T Collier    (UK)

Rating : 6/10

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Recommended

Flew in/out of T5 at the weekend and its probably my worst experience to date of using T5. Luggage seemed to take forever to come off the plane - its a UK domestic flight so not exactly far to travel through the airport. Arrived at check-in area yesterday morning and in the "north" area there were 3 check-in desks open out of 15 - not on especially as it was extremely busy since it was the first day of the English mid-term holidays and the place was heaving! I sorely wished I hadn't decided to put my bag into the hold! Thankfully security was fairly quiet and was being kept moving by the BAA staff. As per usual the flight to ABZ was late. Plus points in that they did have the gate number up much earlier than normal so there wasn't the last minute dash to the gate although no explanation/announcement that there was going to be a delay!



LONDON HEATHROW AIRPORT customer review :  15 February 2012 by Georgina Howe    (UK)

Rating : 4/10

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Recommended

After a very pleasant flight home I was disgusted to have to queue for over half an hour at border control this was my first visit to T5 .There was only two manned. Surely staff there must know when planes are arriving. It completely spoilt the end of my journey.



LONDON HEATHROW AIRPORT customer review :  6 February 2012 by Andrea Giannelli    (Italy)

Rating : 3/10

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Cleanliness

Facilities

Recommended

Bad treatment from ground personnel. They seem to be there by chance, bored and annoyed by travellers. Not comfortable at all. Luggage check is too long compared to other airports.



LONDON HEATHROW AIRPORT customer review :  2 February 2012 by A Griggs    (UK)

Rating : 4/10

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Cleanliness

Facilities

Recommended

Cramped buildings with lots of lost passengers with no one to help them. Dark interior probably to hide the problems. Security queues too long although security scanners are not being used - although Terminal 5 is ok as only British Airways uses it. Taxes to use LHR are far too high and compared with other main international competitors taxes are much lower, giving LHR a disadvantage.



LONDON HEATHROW AIRPORT customer review :  30 January 2012 by J Barter    (UK)

Rating : 4/10

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Facilities

Recommended

Terminal 3A, dreadful first view of the UK. No fast track facility although airline had issued us with fast track tickets. Assistance booked but wheelchair only took me half way to baggage handling. Everywhere was scruffy. I flew in from Bangkok where the airport was clean, well staffed and efficient. Cant we do better than this?



LONDON HEATHROW AIRPORT customer review :  23 January 2012 by Yevheniy Kahanovych    (Ukraine)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

I used T5 and T4 for arrival and departure. T5 was very good on departure with lots of eateries and places to sit and relax. However, arrival was shockingly bad. I had to queue at immigration for 1hr 55 mins with only 2-3 desks manned. I don't believe that border control staff don't know flight schedule and are not prepared to see a couple of B747 arrive about 3 pm. Same happened couple months ago when I arrived on the same flight at the same time. Same experience: lots of staff to manage the queue and almost no one to process passengers. EU desks, even when empty, don't invite "all other passports" to ease congestion. Is LHR going to become a second CDG? At T4 immigration line was managed well with digital signage system.



LONDON HEATHROW AIRPORT customer review :  18 December 2011 by Ken Lee    (UK)

Rating : 3/10

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Cleanliness

Facilities

Recommended

I use LHR often as most international flights pass through this airport. However, I would not use it if I have the chance. The queues at the 'All Other Passports' section are very long and I often have to spend more than one hour in the queues. The departure lounge at T3 is very crowded and shopping facilities are lacking. The only plus about Heathrow is that it is served by the London Underground which makes it convenient if there are no strikes or engineering works.



LONDON HEATHROW AIRPORT customer review :  13 December 2011 by L Lindstrand    (Sweden)

Rating : 2/10

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Cleanliness

Facilities

Recommended

T5. The queuing system for arrivals (passport check to security, with the escalator) is totally amateurish and unacceptable - it is much too cramped, poorly designed and there are at least 3 waiting points. The amount of staff required to control passenger flow is above normal, the security queues block passages to other queues because of lack of space. Seeing the amount of space the airport authorities devoted to shopping versus passenger security, clearly you consider passengers cash cows.



LONDON HEATHROW AIRPORT customer review :  3 December 2011 by M Matsuda    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

Arrived at T4 from Tokyo via Moscow. Our flight landed around 20.00, earlier than scheduled, but a long walk to immigration. At immigration, there was a long queue for non-European section. More than 10 gates were open, but suddenly all gates except 2 or 3 closed at 21.00 as officers finished their shift even with hundreds people queuing still. We were so angry. After queuing 1.5 hrs, I managed to go through immigration. Also, Heathrow does not offer free WiFi while many Asian airports do.



LONDON HEATHROW AIRPORT customer review :  2 December 2011 by N Werner    (Switzerland)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

Flew in to T1 and departed from there. If you fly LX, it takes at least 20 mins to get to immigration and the walk seems to go on forever. Immigration is usually quick and if you have a biometric passport you can use the e-gates. Baggage claim is functional and seems efficient enough. The good thing is, that the tube runs frequently from T1 but again the walk is rather long in comparison to T5. Check-in efficient but not friendly. Departure is fine but security can take quite long at times. Airside there are some shops and overall it is quite good. However the walk to the gates are again endless. I think T5 is still better.



LONDON HEATHROW AIRPORT customer review :  1 December 2011 by Robert Szocik    (UK)

Rating : 6/10

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Cleanliness

Facilities

Recommended

Sunday evening flight, T1 to MAN. 10 minute queue at check-in, but staff friendly, polite, and apologetic for the delay, which is unusual. No queue at security, who were also unusually friendly and polite. Flight over 1.5 hours late due to delays earlier in the day. Facilities are still very good airside.



LONDON HEATHROW AIRPORT customer review :  30 November 2011 by K Chan    (Hong Kong)

Rating : 5/10

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Cleanliness

Facilities

Recommended

HKG afternoon arrival at T3. Non-peak hour arrival meant no queue at passport control. However, T3 did look a little aged and the rude immigration officer at passport control made a really bad impression to the airport and to the city. Evening AMS departure at T5. A brand new terminal with no queue for check in and security checks. Big and spacious terminal with plenty of shops to spend the time while waiting for flight.



LONDON HEATHROW AIRPORT customer review :  24 November 2011 by Hugh Thomas    (UK)

Rating : 5/10

Queuing

Cleanliness

Facilities

Recommended

I used Terminal 5 for the first time last week - and what a disappointment! The check-in area is spacious, and I was through security in record time, but the main departure area felt cramped and crowded. Yet again, there are too many shops and too few places to eat - another shopping mall. If BA buys BMI's slots where are all the extra passengers going to go?



LONDON HEATHROW AIRPORT customer review :  21 November 2011 by Peter Cullen    (UK)

Rating : 6/10

Queuing

Cleanliness

Facilities

Recommended

In the past 9 months I have used terminals 1, 3 and 5. T5 is by far the best and despite its size it feels quite relaxed and human. I had no problem with queues except at immigration and even those were not too bad. The only downside appears to be that it can be a very long time between leaving the gate and taking off, I think it was about 20 minutes, for a 45 minute flight to Brussels. T1 is not too bad though it feels like a crowded shopping mall, but there are quieter places to sit, the waiting areas at the departure gates are rather depressing. Queues for security and immigration were both fairly lengthy. T3 for check-in and arrivals last week was quite good but once in the departure area it is an unpleasant environment: crowded with insufficient seating and no view. Security was efficient and with a chipped passport I got through immigration quickly. As a whole Heathrow feels what it is, a mish-mash of parts that have been added over 50 years with no overall plan or identity and some parts very tired.



LONDON HEATHROW AIRPORT customer review :  17 November 2011 by Stuart Ferguson    (UK)

Rating : 7/10

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Cleanliness

Facilities

Recommended

Used terminal 5 on a domestic flight to Glasgow. Check-in was pain free, quick and efficient more than likely due to us using the fast track lane. Getting through security was a slow process due to the fact BA use the one security zone for both domestic and international flights which meant long lines of passengers and more stringent checks. Once past security terminal 5 has a lot to offer plenty of places to eat and drink and lots of shops. The only thing is how expensive everything is a lot of shops sell luxury goods and the sandwich shops are extortionate. I know BA is a more upmarket choice but a few cheaper options would be nice.



LONDON HEATHROW AIRPORT customer review :  14 November 2011 by Bob Motto    (UK)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

Arrived into LHR T1 on United Airlines from LAX. Flight arrived early, very long walk from United gates to immigration. Immigration was very slow, arrived around 1pm with only two immigration officers serving the EU passports which took nearly 40 minutes to clear. International passports not a lot better, lots of empty desks that should be manned when passenger numbers get busy - there seemed to be more people grooming the lines as opposed to manning the desks. Baggage was ready to pick up once boarder control had been cleared.



LONDON HEATHROW AIRPORT customer review :  4 November 2011 by Yevheniy Kahanovych    (Ukraine)

Rating : 10/10

Queuing

Cleanliness

Facilities

Recommended

I arrived at Terminal 4 on KLM, things have improved dramatically. Arrival gate levels nicely lit and all the travelators work. Immigration has automated line management system and easy to understand voice announcement. Bag on the belt in 4 minutes. Refurbished arrivals hall, clean toilets, refreshed lighting, improved taxi stand signage - I was off the airport 20 minutes after flight.



LONDON HEATHROW AIRPORT customer review :  23 October 2011 by J Tydeman    (UK)

Rating : 9/10

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Cleanliness

Facilities

Recommended

Flew to and from Terminal 1 in October. A much-improved terminal, though still busy and some queuing at various points. On return, a short but slow-moving passport and immigration queue and then a long wait for luggage, even though we were nearly the last off the plane and had seen the luggage coming off whilst we were still in our seats!



LONDON HEATHROW AIRPORT customer review :  11 October 2011 by T Ferreira    (UK)

Rating : 6/10

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Cleanliness

Facilities

T4, a good terminal with plenty of shops, cafes some with runway views. Lots of signs telling you where to go. Security was good, polite staff. On return, baggage reclaim was slow, nearly 1/2 hr wait. Good connections to underground etc.



LONDON HEATHROW AIRPORT customer review :  3 October 2011 by Ross Clark    (UK)

Rating : 6/10

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Cleanliness

Facilities

T4 is okay, facilities are limited, and the design means a lot of walking. T1 was another matter - coming in from KUL, I got through to the T1 Flight Connections Centre well enough, but then got in the wrong queue for border control, wasting several minutes, because the signage did not indicate that it was only for journeys terminating at London - there was a separate queue for border control for connecting trips. This is also about yet another change of procedure by the Borders Agency. OTOH the security checks were quick.



LONDON HEATHROW AIRPORT customer review :  23 September 2011 by Rob Payne    (UK)

Rating : 10/10

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Cleanliness

Facilities

Terminal 5, on a Sunday afternoon. It seemed really busy, but bag drop time was a couple of minutes, about 5 mins to get through Security, then the underground train to B satellite. Plenty of shops and drink/food outlets. Boarded 30 mins ahead and left on time. We returned 2 weeks later around midday on the Sunday, 10 min hold which appears to be the minimum likely. Used the auto immigration desk, we scanned our own passports and were through in about 3 mins, staff on hand should we have had a problem. Suitcases were on the carousel waiting for us. Getting the underground train from B satellite to the main terminal was a problem, in that they automatic doors kept trying to close but people were forcing their way on the trains causing the doors to keep opening. However, we were heading out of Heathrow on the Heathrow express to Paddington, 20 mins after we arrived at the gate, not bad for a fully loaded 747 from Seattle. So all in all, a good experience of Terminal 5 at Heathrow.



LONDON HEATHROW AIRPORT customer review :  22 September 2011 by A Mackrill   (Australia)

Customer Rating :  4/5

4 Star Rating   

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First transit through Terminal 5 and it is a great building. If you get the chance then the BA Galleries Lounge is lovely. As with many airport terminals security is the weakest link, the transit security area queues here were woeful and I thought it was a quiet time, early afternoon on a Saturday. In T5 everything has to go in large trays to go through x-ray and unlike most other places that includes carry on bags. Many people do not travel often and so some patience should be offered to them when this is all new to them. I just saw rude and arrogant security staff barking at people time after time as we waited and watched.


LONDON HEATHROW AIRPORT customer review :  20 September 2011 by S Fahy   (UK)

Customer Rating :  1/5

1 Star Rating   

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T3 Departure/Arrival Sept 2011 - JAL to Tokyo. Drop off is generally chaotic and overcrowded, check-in areas are dark and dingy although JAL Business Class check-in never has queues. Security "fast-track" is anything but although it has improved recently. Airside, you come through security into the duty free shop. Not into a shopping area, but into the shop itself, you have to fight your way through people stopping to look at goods in an area crowded with display stands. All the retail outlets/restaurants have long queues, gate areas are small and crowded. Arriving back is no better - on two occasions this year I've arrived back to find the queue for passports going outside the immigration hall and back up the ramp towards the planes. Many people here have complained about the lines for non-EU passport holders, but I can assure you it is not much better for EU passport holders - took me 40 minutes to get through on Sunday. Only good thing is that our bags had arrived by the time we got through, but had all been piled into the open area next to the belt by staff to prevent the belt being overloaded, so finding your bag was something of a challenge. On leaving the baggage hall the arrivals area is absolute chaos, you can barely get through and the lifts cannot cope with the volume of passengers. This terminal simply cannot cope with the volume of passengers.


LONDON HEATHROW AIRPORT customer review :  12 September 2011 by T Moilanen   (Finland)

Customer Rating :  3/5

3 Star Rating   

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No free WiFi available and all the cafes and stores are located so that you can't see the tarmac. Looks a little dated as well. Service was smooth and efficient and no long queues. Good connections to London city centre as well.




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