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London Heathrow Airport
3.5 Star Rating: Good
794 reviews

 



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London Heathrow Airport customer review :  1 October 2014 by S I Wilson    (UK)

Rating : 2/10

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Recommended

Heathrow one of the largest airports world-wide and a disgrace, short staffed, no wheelchairs available for my travelling companion, who has trouble walking, whilst waiting for the wheelchair we missed our flight to Manchester - leading to a delay of over 4 hours till the next flight, We had no problems with Airports in Chicago, New York and Las Vegas who where top class. Get your act together Heathrow. And to top my first experience of ever using Heathrow, arriving in Manchester my suitcase did not arrive with me. Next time I go direct from Manchester.



London Heathrow Airport customer review :  1 October 2014 by Aileen Doherty    (UK)

Rating : 0/10

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Recommended

Took our son to term 2 last night. Chaos reigned at A counters. One was encouraged to print own bag check etc and then you had to join another queue. The machine would only print one of his boarding passes so he was not allowed to drop bag drop queue, he had to join the special assistance queue. 50 minutes later he got to see a person and they checked his bags and printed the second boarding pass. He had checked in online the previous day with Singapore Airlines. Term 2 had grouped all the airlines together and so no individual queues for the airline you were travelling on. It has never been as bad as this in the last 40 years we have travelled through Heathrow. Who's so called bright idea was to lump groups of airlines together. The staff had to keep taking people out of the queues as they were going to miss their flights as the gates close an hour before take off. Shame this lovely new building cannot have proper facilities for the travelling passengers. Everyone says Heathrow is the worst airport in the world, so why can they not do something about it. Better management is called for and more staff at busy times is needed.



London Heathrow Airport customer review :  29 September 2014 by Bill Atkins    (UK)

Rating : 10/10

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Recommended

Sept 22 early am arrival from the US. I do not think I have cleared any airport I have travelled to faster than this. Zipped through Immigration and Fast Track - was in lounge about 15 minutes after leaving the plane. It can work apparently. The recommendation would have to be for this experience as many were not so good.



London Heathrow Airport customer review :  29 September 2014 by Richard Mac Bride    (USA)

Rating : 10/10

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Recommended

September 22, 2014. I had a one hour international connection at T5. Everything went smoothly, I was put in the priority line for both immigration and security. I made my connecting flight London-San Francisco with no problems.



London Heathrow Airport customer review :  29 September 2014 by P Terry    (USA)

Rating : 5/10

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Recommended

When flying Virgin Atlantic from Terminal 3 be aware that the gates are a 20 minute walk from the security check point and there are NO food or beverage services at the gates. Layout appears designed to extract the last few pounds before leaving London.



London Heathrow Airport customer review :  23 September 2014 by W Meadowcroft    (UK)

Rating : 0/10

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Recommended

Terminal 5. The security checks carried out by Border Security is just ridiculous, disorganised, not enough desks open or staff available, it was abysmal. We travelled back into the UK from San Francisco, at the US end the security checks are more organised, quicker and more efficient. They are set up to handle volume, not Heathrow T5, it is a joke, will not be going there again. Take my advice, stay clear use other airlines, even go to Amsterdam to go to the US, not Heathrow T5.



London Heathrow Airport customer review :  23 September 2014 by C Hall    (UK)

Rating : 0/10

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Recommended

Taxis. Anyone wanting a black cab, especially late at night, not wanting to go into central London, beware of the shambles that is the queue for cabs. It is managed but you may find that when it comes to your turn, the cabbie won't be interested or will want a fare out of proportion to the journey distance (it's to do with the stupid licensing arrangement they have from TFl's taxis dept), leaving you having wasted your time. The queue operative may approach cabs further down the line - but no guarantee that other drivers will take you either. Seems that a lot don't have card readers in their cabs either. There are private hire taxis in the terminal - my advice is to use one of those instead, and it may well be much cheaper.



London Heathrow Airport customer review :  20 September 2014 by Kuhan Jandiah Chelvanathan    (Malaysia)

Rating : 6/10

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Recommended

Transited through LHR to JFK from KUL and the airport has good connections for flights to various parts of the world. However, they need to improve on the security screening and its staff. I noticed that the staff were "selective" in the passengers who had to undergo additional screening based on stereotypes, according to my observation. The transfer desk and security at Terminal 4 could do with some improvements on their tone of voice (when dealing with certain passengers) as well as the building interior itself. Terminal 5 is a nice terminal and is more systematic. Bus transfers were efficient. Free internet limited to 45 minutes only at LHR.



London Heathrow Airport customer review :  20 September 2014 by S I'Anson    (UK)

Rating : 9/10

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Recommended

Flew from T2 Heathrow to Newark New Jersey and the staff and atmosphere could not have been more different. The T2 staff were polite and helpful (unlike the Newark staff on arrival who were rude and arrogant). There appeared to be an abundance of staff within the duty free area and restaurants who were extremely pleasant and helpful which made for a great start to our city break. Would definitely be happy to fly from this terminal again.



London Heathrow Airport customer review :  18 September 2014 by James Kalat    (USA)

Rating : 0/10

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Recommended

We were changing planes from a flight from South Africa to a flight to the US. We didn't know we would have to go through airport security, and I absent-mindedly kept a water bottle in my carry-on. This meant they had to go through every item in my luggage, while insulting me for not knowing the rules. They also decided to go through my wife's carry-on because it had an odd-shaped object. But first we had to wait while they went through half a dozen other people's carry-ons, extremely slowly, occasionally taking a break to do something else. The lady in front of us missed her plane because of the long wait. They seemed to be deliberately slow and deliberately rude. In the future we shall book all our European trips through Amsterdam instead of London.



London Heathrow Airport customer review :  18 September 2014 by Brian Hill    (UK)

Rating : 9/10

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Recommended

T2 to and from Cork. Absolutely no complaints, short walk to check-in, short walk through security, (but there seems to be some problems with the photo ID system - photo taken at entrance caused problems at boarding - no idea why), staff courteous, I have a replacement hip but I was dealt with easily. Very quiet in the lounge area - was a Sunday lunchtime, a decent selection of places to eat - recommend London's Pride. Lots of seats but what it will be like when fully occupied, maybe a problem. Return was easy, short if somewhat convoluted walk to the baggage hall, no border controls to worry about, waited maybe 20 minutes for the baggage to arrive. Then finally short walk to the short stay car park. It is 42 years since I first flew from (the old) T2; but this is how terminals should be.



London Heathrow Airport customer review :  15 September 2014 by T Patrick    (Hong Kong)

Rating : 9/10

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Recommended

T5. Considering the numbers they do a pretty good job. BA strict about not checking in too early (3 hours) but I parked myself at a coffee shop to wait. Lines in ok. Nice food options, bit of shopping all clean and tidy. Airport staff positioned in busy areas to help. Gordon Ramsey restaurant is great! I always stop there on route. Security is pretty strict but considering most pax act like they've never left the country (leaving coats on, change in pockets etc) they do a good job.



London Heathrow Airport customer review :  11 September 2014 by L Nieman    (UK)

Rating : 2/10

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Recommended

Customs queues are some of the slowest I have seen. Terrible. It can be expected to wait up to an hour to get through if you don't have a British passport - and this is coming from someone with permanent residency here.



London Heathrow Airport customer review :  11 September 2014 by J Tydeman    (UK)

Rating : 8/10

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Recommended

Flew out of and back into Heathrow for a flight to France. Checked in within under a minute. Short wait at scanners but no queue at immigration on return. Good range of restaurants but very expensive shops as always and terrible queues in WH Smiths.



London Heathrow Airport customer review :  11 September 2014 by Amanda Takel    (UK)

Rating : 3/10

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Recommended

Arrived back from Canada yesterday flying into T2 Heathrow. The distances between gate and the border are ridiculous, funny how departure seemed easier than arrival. Border lines long as expected but went through the electronic gates which worked but could have done without the three women who were overseeing the gates. They looked very stressed and acted like it. The baggage reclaim however is fundamentally flawed. The baggage carousel does not work. The new system is supposed to stop bags entering the belt electronically, stopping bags until there is a space on the belt. If there isn't a space then the bags stop coming up from the handlers below. As the flight had a lot of people waiting to go through the border we stood and waited until someone reclaimed their bags and another one could enter the belt. Eventually a couple of baggage workers arrived and started moving the bags on the belt to make space for other bags. Clearly the bags were being held below and they were trying to sort it out. I chatted with them and it seems that this happens all the time. TIP! Push the bags together if you can, you are more likely to get your bags in a decent time frame. Very disappointing.



London Heathrow Airport customer review :  7 September 2014 by S Boyd    (UK)

Rating : 3/10

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Recommended

Slow, slow, slow security and passport queues at Heathrow (and we were British Passport holders). Departing LAX, everything went smoothly, the Americans seem so much better than us at handling airport security and they don't see the need for laptops to be taken out of bags, so why do we here in the UK? Long queues here at Heathrow whilst transferring from the inbound international flight to transfer to our domestic departure to Manchester. As a BA customer we were eligible to use the fast track section, but that didn't speed things up, because the security staff, not coping at all well, just opened that up to all passengers, simply making things worse. One security lady, wasn't even able to track which passengers were putting which bags on the x-ray machine belt. If possible, don't transfer via Heathrow!



London Heathrow Airport customer review :  7 September 2014 by Simon Aglionby    (UK)

Rating : 2/10

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Recommended

Terminal 2 on day 5 of Turkish Airlines occupation. Had to wait on taxi-way for 20 minutes because our gate was occupied - don't get that, there were many unoccupied gates. Our gate was a 20 minute hike to the central areas - given the lack of occupancy would have been nicer if we'd been closer in.. Almost no people around (4pm on a Monday), so no queues at Immigration, and the eGates worked well and quickly - maybe 10 seconds to clear Passport control! Then an hour for our luggage. The belt started. Then stopped. Then started again, and some bags appeared. But then it stopped again, for about half an hour. An engineer came and moved some bags around on the feeders and eventually all was good. A frustrating end to a good week's holiday, and a very poor first experience of the new LHR T2. I know they'll fix it in the end, but right now I couldn't recommend T2 as a gateway to the world.



London Heathrow Airport customer review :  2 September 2014 by Jim Delargy    (Northern Ireland)

Rating : 9/10

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Recommended

Terminal 2. We were on a day trip to London for football match. This was our first trip using T2 as Aer Lingus have just moved there from T1. What a shock to find a spacious clean modern terminal! Both arriving and departing were pleasant experiences by airport standards. We had no luggage but security had plenty of open lanes and chatty friendly staff. We had checked in online so have no knowledge of the check in facilities. Plenty of dining options. The only problem was that the signs told us 'please wait' and gave no gate details. It was only when a announcement was made that anyone knew where to go. Apart from that T2 was great and we will not miss the nightmare of T1 with the twenty minute trudge to the backside of nowhere to wait in a glorified tin hut!



London Heathrow Airport customer review :  2 September 2014 by N Kutlesic    (Serbia)

Rating : 9/10

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Recommended

Well, this is a very busy airport, with a lot of terminals, gates, facilities and a lot of really interested shops. At our arrival, there was a huge queue for visa and passport examination and that should be organised better. Five or six desks didn't work, and that number that is present at terminal four just isn't enough for all those people there. Something else that I didn't like was some kind of form that you have to fill in while waiting, there are no tables or desks when you can put a pen and form while filling it, so you have to fill it in while standing and/or walking in the line. There is no sign that you need to fill that in, there are just a few spots to take those forms (and to take them you have to step out of line). After a two-hour long wait we finally finished with that queue and went to baggage claim, where, again are no signs for which flight is which baggage claim terminal. Fortunately, one assistant helped us with that. On flight back home things were much more pleasant, everything was quick, well-marked, there is a lot of duty-free shops, and, of course, there is a lot of stuff members, all polite and ready to help. Airport is connected with Tube station by elevator, which is well marked, and good because a lot of people take the subway. If you are visiting London, this is a good airport, but if you change your flight, Heathrow isn't that good solution, maybe Gatwick or even Paris or Brussels airport will be fine.



London Heathrow Airport customer review :  2 September 2014 by Pam Walmsley    (Australia)

Rating : 0/10

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Recommended

I have been travelling throughout Europe and UK for 2 months. I have had the misfortune to have had to enter the UK through Heathrow airport. The processing of arrivals is disgraceful and extremely inefficient. On the first occasion it took over an hour to get through UK border. I write this review as I am standing in line for over 1 hour now and I have just reached the sign that tells me it will take at least another half an hour. This is pathetic for a country like the UK to show the world how hopeless you are at organisation . I will never return to the UK through Heathrow again it's a disgrace. It's mid afternoon on Tuesday 26th August 2014 and still Heathrow cannot cope with the people coming to this country in an efficient manner. Never experienced anything like this at any other airport. Wake up and get better. Everywhere else can do it better than you.



London Heathrow Airport customer review :  2 September 2014 by Peter Taylor    (Australia)

Rating : 2/10

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Recommended

T3 the check in was good but there it ends, once in the hands of the security screening it is nothing short of pathetic. Primary screening is very slow, staff seem to keep changing jobs so everything stops while they very leisurely swap positions. There seem to be lots of staff just standing around doing nothing to relieve the chronic congestion and about every third passenger gets picked for secondary hand luggage screen which is manned by just one person so expect about another 30 minutes delay. The large percentage of secondary screening suggests either Heathrow passengers are particularly naive about what is allowed or the screening staff and or the equipment needs a good upgrade because this level of now the manual search I have not experienced anywhere else. I watched this process for some waiting on the change of the guard and it involves every single item being removed in search of I am not sure what because I didn't see anything confiscated. Then a swab is taken and taken to a machine about as far away from the search point as possible so more delay.



London Heathrow Airport customer review :  27 August 2014 by M de Groot    (Netherlands)

Rating : 4/10

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Recommended

On itself, T4 isn't too bad however, immigration is a nightmare. When these e-passport gates Do not work, prepare having to queue for a long time. Airside, service in shops can be really bad. Staff really do not care and do they even speak English? The good thing is there's a smokers area!



London Heathrow Airport customer review :  21 August 2014 by David Richey    (USA)

Rating : 0/10

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Recommended

The congestion problem at the security has multiple causes. 1) The gender-gated system of having one male and one female officer to screen persons coming through the gate is wildly inefficient. Any single exceptional case such as an artificial joint leads to that agent being dedicated to that single passenger while every other passenger of the same gender must wait at the gate - this can lead to dozens of one gender just standing there at the scanner gate while the bags pile up at the other end of the belt. Anyone with the slightest math competence can tell you that simply passing on the exceptional passengers to a SEPARATE line and letting the non-exceptional passengers continue would materially enhance passenger flow. Both of my recent times exceeded 30 minutes, which gives the lie to their claim to clear 95% in 10 minutes at peak times. 2) It's astonishing that a newish terminal could be designed in such a way that the security lines overwhelm the space available for queuing. Chaotic. 3) The security staff do not seem happy in their work, which leads to coarse, brittle behavior by them.



London Heathrow Airport customer review :  19 August 2014 by David Arter    (Australia)

Rating : 0/10

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Recommended

Clearing Customs at Terminal 5 was appalling this morning (Monday 18th August, 2014). We only had one Customs representative for the first half an hour for both EU and International arrivals! To make matters worse, she gave priority to the EU line! When a second customs representative arrived, she, too gave priority to the EU line, making several international arrivals late for their planes. I myself was stopped from going through when an EU customer just happened to arrive. When I chipped them, they were very rude and unapologetic. Full marks however, to a lovely lady who, as a Customs representative tried her level best to ensure people were attended to in order, despite their being several queues. This poor lady was visibly embarrassed and quite ashamed of her work colleagues for their rude and unprofessional behaviour.



London Heathrow Airport customer review :  16 August 2014 by C Schaefer    (Switzerland)

Rating : 1/10

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Recommended

Terminal 1 - Bag Drop. 10 Aug, 17.00 hr - horribly long queue - we could not believe what we saw in a "modern" airport. It takes 45 minutes plus just for bag drop. Staff told us it is always like this. Just awful! After this long wait, a very long walk to departure gate which was in Terminal 2.



London Heathrow Airport customer review :  16 August 2014 by Kevin Barrance    (UK)

Rating : 10/10

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Recommended

I'm not sure if I'm particularly lucky or that the reviewers are being particularly picky but I find travelling through T5 remarkably civilised and trouble-free. Went out to Shanghai on 25/7 - an extremely busy day but had no issues at all with check-in or security. No delays. Coming back on 9/8 was the same story - through passport control and a short wait for bags. More than satisfied.



London Heathrow Airport customer review :  16 August 2014 by Robert Marshall    (UK)

Rating : 1/10

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Recommended

Departed London Heathrow (LHR) terminal 2 on 22/07/2014. Arrived terminal 1, 12/08/2014. Arrived at T2 over 3 hours before departure. Good signage to indicate check in zones. Check-in for Star Alliance flights is generic and the entire process was chaotic with passengers about to miss their flight being constantly pulled out of the snaking queue system and fast tracked to a check-in desk. Despite it being the 1st week of school summer holidays and 5 Star Alliance flights checking-in simultaneously, not all check-in desks were manned. Check in staff were minimally communicative. Eventually got checked in, then came the security 'experience'. Long queues for security. My cabin bag was selected for further checks which required a further long wait as there were several bags selected for further checks and just 1 member of staff doing this - in the 1st week of school summer holidays! The additional security checks on my back-pack must have taken about 40 minutes by the time the 1 member of staff got to my bag, had checked everything, swabbed everything, put the swab through the ionmiser, re-xrayed everything and then I had to re-pack everything. Eventually completed security clearance, had a quick trip to the toilets (clean) and got to departure gate with about 10 minutes to spare. At departure gate, a sullen, non-communicative member of ground handling staff. Airbridge was broken, so down two flights of stairs and walk to aircraft. On arrival on 12/08, after spending an extraordinary amount of time going around in circles above London, we eventually landed followed by a very long taxi to airbridge. Good signage in terminal. Clean and plentiful toilets. Very long walk to T1 UK border from where aircraft parked. Reasonable queues at UK border handled by pleasant UK border staff. Baggage reclaim no problems as baggage already on carousel when we got there. The final insult: sitting in the grid-locked traffic at about 22:45 outside of T1 car park for about 15 minutes wondering why we're not moving. My advice: if departing T2, get there at least 3 hours before hand (preferably more) and hope that you can just about make it to your flight or better yet, avoid LHR T2 if at all possible.



London Heathrow Airport customer review :  11 August 2014 by Brian Smith    (Spain)

Rating : 6/10

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Recommended

Connection from T3 to T5 at 0600 on a Friday. Inbound flight was delayed 75 mins, leaving 30-odd minutes from aircraft door opening to gate opening at T5. Knowing Heathrow, I was not at all confident of making it - indeed I assumed we wouldn't. Flight connections signing was good and the transfer area was actually quite efficient with buses seemingly frequent, although a painfully slow journey, it did take the promised 10 minutes. Into T5 and a bit of quick thinking got us into the fast-track at the id check, saving 10 minutes queuing time. Security was not very busy but was very slow, although staff were polite enough. Passengers seemed mostly at fault for the speed of things as only about 1 in 5 makes any effort to "get ready", leading to lots of opening and rummaging for things in bags before the x-ray. A sprint down to gate A10 and another bus journey took us back where we'd just come from, but we'd made the connection - in something like 40 minutes, plane to plane. However, it felt like it was despite not because of the airport.



London Heathrow Airport customer review :  8 August 2014 by Gillian Gaunt    (UK)

Rating : 0/10

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Recommended

I was picking a foreign language student up from LHR on Sunday 20th July. The flight was from Berlin. It was chaos! Obviously, the airport must have been aware that this was one of the busiest times for them as hundreds of foreign schools were waiting to collect English Language students to go to schools all over the country. We arrived at 13.00. Our student's flight was listed to arrive at 13.50. After about an hor, the flight disappeared from the screen. We eventually found someone to ask and he said it was delayed. The passengers were all taking at least two hours to pick up their luggage! We eventually left the airport about six o'clock and parking had cost us a fortune. What s going on at London Airport? What an example to foreign visitors!



London Heathrow Airport customer review :  8 August 2014 by C Era    (USA)

Rating : 9/10

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Recommended

Arrived mid morning from DFW at T3 on American Airlines. Disembarkation was fast, we were through immigration in no time with all desks manned and luggage on belt within 10 mins of us getting through border control. Extremely fast and efficient as has always been my experience at Heathrow in recent years.



London Heathrow Airport customer review :  4 August 2014 by D Parker    (Australia)

Rating : 5/10

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Recommended

We were held up going through security and when a bag was side-tracked as being 'suspicious' were forced to wait quite a while as they were 'rotating' - the desk was un-manned for several minutes between 'shifts' and a queue of people was developing. Staff are obviously busy but their surly approach does not make for a comfortable time. Also the body scanner seemed completely out of kilter as it kept on alerting even though I was wearing cotton underclothes and cotton on top - no metal at all. They suggested that my glasses were the problem but they are plastic frames. The staff person on decided then to re-calibrate it but it was totally unnecessary to be exposed to that as there was no good reason for it. We also noticed a lack of facilities - after a long day leading up to our arrival at the airport we were surprised and disappointed to find that there are no shower or washing facilities available - only the normal toilets which are not suitable for the purpose.



London Heathrow Airport customer review :  1 August 2014 by H Davies    (UK)

Rating : 1/10

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Recommended

LHR is a national disgrace. Travelled to T1 from Marseille on several Sunday evenings this year. Almost every arrival has been poor, including baggage delay of 30 minutes because of the 'arrival of several aircraft ' (there's a surprise), stranded on the plane for over 30 minutes because there were no steps, no gate available. On most occasions arrival involves disembarking into the terminal and then back out again and on to a bus. Is this really how an international airport should be run? This is not a four star airport - just look at the reviews.



London Heathrow Airport customer review :  1 August 2014 by Mark Evans    (UK)

Rating : 4/10

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Recommended

Our LOT flight ex-WAW landed punctually and taxied to the gate at 21.40 but LHR ground staff did not appear for fully 15 minutes. The exasperated flight attendant said this was typical. Once let off the plane, we found ourselves in a deserted T2 but were routed to T1 for passport control and baggage reclaim - a walk of a further 15+ minutes. To reinforce the joy of the BAA experience at LHR, I then paid the extortionate GBP 23 for a one-way Heathrow Express ticket to Paddington.



London Heathrow Airport customer review :  30 July 2014 by Siti Robinson    (Singapore)

Rating : 1/10

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Recommended

Was travelling back to Singapore after a 2 week holiday in UK and Paris. We took 5 flights to and from T5 during our holiday. This last one was our 6th flight. We were all very tired when we got to the airport. We arrived with 3 hours to spare. We tried using the self service check in kiosk even though it never worked on our previous flights. Of course this time it didn't work again. So off we went to counter B1 for assistance. There were only 3 groups before us in that queue so we thought it won't take us long. How wrong we were. One group took 5-10 mins which was ok but the second one took over 50 mins. To make matters worse, after this group finally left the staff at the counter attended to a big group which wasn't even in the queue. Of course we were not happy and moved away. My husband decided to ask the staff at self service check in kiosk to help us check in. She was attending to my husband when my kids and I joined him. She had obviously checked in some of us and then asked for the passport of the fourth person without telling me who she has already checked in because I wasn't there. I gave her the wrong passport and that's when she started talking to me condescendingly. She threatened not to proceed with checking me in. By that time my kids and husband had already been checked in, I had a lot more to say to her but had to hold my tongue as all I wanted was to be checked in and get on my flight. Were finally checked in after 1.5 hrs. Just as well we arrived early. I am so shocked with how bad the service is and how the staff can get away with it. Of course our BA flight to Singapore was delayed like all other flights that we took during our holiday. This time it was delayed for 3 hours. 2 hours of that we were stuck in the plane. Have promised ourselves not to fly BA in the future if it means going through T5. Worst experience ever.



London Heathrow Airport customer review :  30 July 2014 by Michael Brady    (Australia)

Rating : 1/10

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Recommended

We arrived at Terminal 4 amidst a downpour and our taxi dropped us off at the drop zone. Having paid him an exorbitant fee for the fare because the M25 was clogged up, we were then exposed to the torrential rain in the time it took us to find a trolley and wheel all our luggage up to the terminal doors. By the time we got there we were all soaked to the skin. I looked around and discovered we had no chance of seeking any cover or protection from the weather as there wasn't any until you reached the terminal. Surely this is ridiculous as winter rain would be just as bad. Not happy at all. I, for one, will be avoiding Heathrow in the future not only because of this but the M25 is a continual joke.



London Heathrow Airport customer review :  28 July 2014 by Dagmar Byers    (USA)

Rating : 0/10

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Recommended

We traveled through Heathrow on 7/18/14, passing through from Stuttgart on our way to Dallas. Due to a late arrival, our connection time was shortened to a little over an hour. We transferred easily from Terminal 5 to Terminal 3, although it takes about 15 minutes by bus to do so. However, the security screening at Terminal 3 was completely unacceptable. First of all, there were only 2 lines open. Secondly, once it was our turn, our bags were placed into a tub and then abandoned. Simply left on the belt and everyone walked away. I asked several times for someone to process us and was told someone was on their way. Several security personnel were simply standing around, doing nothing. I then went to the supervisor's desk and demanded that someone process us. He told me to stop shouting at him and that he had dispatched someone. Again, we waited. I explained again that we had a flight to catch. No one was interested in the least in this. Then, an agent took our tub and moved it forward to a table. Then, another agent came. All these agents moved at snail speed. It was like a bad movie. No one was friendly, not to mention displayed any sense of urgency whatsoever. The agent then carried our tub very slowly to another desk and proceeded to review our bags. We had a pasta machine, brand new, unopened, in the box. This then needed to be taken apart, examined, it might have been a weapon, and only when yet another agent, a supervisor, and the only person with any sense in that whole bunch, said that it was ok, were we permitted to pack everything up and proceed. I was absolutely furious. We were on our way to Dallas, and arriving in the US was a breath of fresh air, everyone there was friendly, we processed quickly. The staff in London should be ashamed. This is the absolutely worst airport ever. They really could not have cared less.



London Heathrow Airport customer review :  28 July 2014 by J Tung    (UK)

Rating : 3/10

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Recommended

Departed from Terminal 2 on EVA air. Was excited to visit the new airport with high hopes it would be like T5 but what a great disappointment. The check in area was airy but not as grand as T5. It's clean and basic. There were only two cafes/bar before security - A Costa and a Weatherspoon. There is also a very tiny travel shop. When we entered the check in area it was empty - not many airlines have moved to T2. There was a very polite and friendly gentleman from the airport at the entrance to give you direction and guidance. I assume because it's not occupied solely by one airlines like T5 does, the check in desks seem to be more "traditional" and less inviting. Most of the airlines are using self check in and bag tag printing service which might save time for some but not for all. Perhaps the airport was still new and not used by many airlines, and we also arrived very early, the check in was very smooth and fast. Security was also fast but it will be interesting to see what happens when all airlines move in. The check in agent warned us its a long walk to get to the gate. It turned out to be a reasonable walk just a lot of stairs/escalators going up and down. There are not many dining and shopping options in the terminal either. The signature restaurant was a big disappointment. Food was boring and plain. Shopping is also very weak. All in all it's a clean and new airport. If you are flying short haul with no requirement for check in or eating/drinking/shopping it might work well.



London Heathrow Airport customer review :  21 July 2014 by A Peterson    (UK)

Rating : 4/10

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Recommended

Travelled with Air Canada from the brand new LHR terminal 2. We checked in online the day before our flight and had our electronic boarding passes and arrived at terminal 2 expecting to just drop our bags off as per usual. Upon arrival we informed quite rudely that even though we had already checked in and had our boarding passes we still had to use a self service machine to obtain our baggage tags and then drop our bags off. So we used the machines and my partners passport wouldn't scan properly so he could not get his baggage tags. We were told by the assistant that it was probably because the surname was too long on the passport (strange reason) and that in order to get a baggage tag we had to join the "check in assistance" line which was huge and check in his bags there. I was also told that because I had my baggage tags I had to join a different line and drop my bags off there because as I had already printed my baggage tags I would not be allowed to drop off my bags at check in assistance with my partners bags - cue Benny Hill music. So I dropped my bags off and then rejoined my partner in his line, turns out a lot of people were having having problems with the self service machines not reading people's passports properly. After 30 minutes wait we eventually reached the counter and explained the situation to the agent who was so rude and basically said "not my fault the machines don't read your passport and that we should complain to Air Canada". So in the old terminal 3, you checked in online and dropped your bags off but in the new brand sparkly terminal 2, you still have to use the self service machines and proceed to drop off but god help you if the machines don't work because the staff will not help you!



London Heathrow Airport customer review :  21 July 2014 by Rachel Finner    (USA)

Rating : 0/10

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Recommended

I have flown from the US to Europe many times, and my experience at London Heathrow Airport was horrible. The airport itself was difficult, and to top it off having to deal with the "lady" at security was a nightmare. As I said before this is not my first time flying to Europe, or even a London airport. The treatment I received while going through security was disrespectful, and flat out rude. I realize security at airports are in some regards different, but when you are being talked about while you are less than two feet away from this "lady" as if you are stupid is reprehensible, and to be called a "moaner" and being accused of "moaning" about the security procedures because you are from the USA. As my bag finally made it through security I was standing in front of the metal detector, she says "I hope you have a nice flight, and forces a smile. I looked at her and replied "I will once I get out of here." This was by far the worst experience I have ever had at an airport, and if I have any control over flying through, London, or staying in, London, I will never fly through London Heathrow again.



London Heathrow Airport customer review :  13 July 2014 by JK Nageldinger    (USA)

Rating : 2/10

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Recommended

What were they thinking when they designed this airport? Having everyone walk a gauntlet of high priced shops through a narrow corridor pulling luggage is just plain stupid. Inadequate and confusing signage throughout. Complete lack of information kiosks. At the entrance to some of the escalators there were barriers that forced you to turn sideways to pull your roller board through. Seating in the waiting area, only a very small percentage of seats could view the departure monitors. The degree of walking, waiting, and confusion is equalled only by some airports in 3rd world countries. This was one of the most frustrating and ill conceived airports I have ever been in. For shame England. Is the really the best you could do?



London Heathrow Airport customer review :  9 July 2014 by J MacNamara    (UK)

Rating : 0/10

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Recommended

Landed at what was meant to be T1 on 1st July and it turned out to be T2, which isn't meant to have opened yet, with no warning took a full 25 minutes to walk to immigration, including coming to a huge flight of stairs with no esclator, up which people just had to pull their luggage. Nobody was on hand to tell us it would be anything like this far (I'm mildly mobility impaired and have a limit of about 10 minutes for walking - had I known I might have been able to pace it better). Only one toilet passed in all this time, which was a tiny '2 seater' with a big queue and in a poor state, so just had to persevere. Usually I use T5, last time 27th June and next time 8th July, which is generally marginally cleaner but also involves yomping huge distances, gates which are 20 minutes away by the underground transit but only announced at the last moment, and glacially slow queues for security and immigration, where we are all treated like cattle. Even the escalators are slow. The one thing they have lots of is highly priced 'duty free' shops. Don't expect any bargains - it's like looking at sales on Bond Street: 10% off doesn't really help when the thing was marked up 50% in the first place. Few airports are fun but this really gives a poor impression of this country to visitors. Staff can make a huge difference - every now and then I meet someone helpful (like BA's Mr Law who helped me last month when my daughter was flying out to China from T5 and got downgraded by BA despite a full fare ticket), and would encourage them all (security staff, immigration, airline and service providers) just please to try to treat people as they would want their visiting granny to be treated.



London Heathrow Airport customer review :  9 July 2014 by A Dobson    (UK)

Rating : 0/10

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Recommended

I have been flying through LHR Terminal 5 two to four times per month for the last 11 months, and would have continued to do so for the next year. However, my experiences at T5 have been dreadful - long queues for Border Control and Security. So much so that I cannot rely on two hours being sufficient to get from an inbound international flight to a domestic connection. Border Control staff are impassive and unhelpful, but BAA staff are downright rude, inefficient and ill-informed. Schiphol can manage 45 minutes gate to gate - are very friendly and obviously want my business. Likewise Newark. It is obvious that the Border and Security facilities at T5 are inadequate for the numbers passing through, but a look at other airports would show that significant improvements could be made with little investment - moving a barrier here; moving a machine there; better training and utilization of the existing facilities and staff.



London Heathrow Airport customer review :  7 July 2014 by L Murphy    (UK)

Rating : 1/10

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Recommended

Rude Security staff really awful avoid! Treated like a herded animal staff are just so rude! Avoid Terminal 3 at all costs!



London Heathrow Airport customer review :  7 July 2014 by Peter Fitzgerald    (New Zealand)

Rating : 2/10

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Recommended

Dirty, crowded, expensive and inefficient. A microsome of most things in London. Nicely reflects what to expect from England as a visitor.



London Heathrow Airport customer review :  4 July 2014 by B Harris    (Australia)

Rating : 0/10

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Recommended

This is the worst airport I have travelled through. I have travelled the world extensively and have never encountered such rudeness or disorganisation. We travelled with British Airways (who were fine) and were using Heathrow as a transit stop only (this time). Despite being in transit we waited in multiple queues and 2 hours into our transit with only 1 hour to go I asked a staff member "Are we going to make this flight". The response was simply "No". There was no help either to make the flight or to help us if we missed the flight, there was no apology and there was no express queue available to people with short transit times. The staff in general were highly rude, un-helpful and despite there being a lot of staff members they were standing around doing nothing. There was only one security check station open, lots of redundant staff members and copious amounts of travellers standing around for 2-3 hours waiting to get through. Unless you are actually wanting to enter London do not transit through Heathrow, CDG is a much better choice and the staff are delightful. If you need to enter London I would seriously consider flying into CDG anyway and then getting the Channel Tunnel Train.



London Heathrow Airport customer review :  4 July 2014 by Ken Gibson    (UK)

Rating : 3/10

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Recommended

Transferred from T1 to T3 on 24 May and T3 to T1 on 8 June. Bit of a nightmare - lots of walking backwards and forwards - down one long corridor and then back up to same one separated by a glass partition, pretty unhelpful staff, several of whom did not seem to know where to direct us. One person fairly aggressively claimed we were going the wrong way and wanted to turn us back when we wanted to enter flight connections (we did have the right to go there) - a less experienced traveller could easily have accepted his reprimand, found themselves land side and had to recheck in and pass security and maybe missing their flight. Also inter terminal bus journey not comfortable or pleasant. Would only recommend if no alternative existed (or, being the optimist, if the new T2 makes things a lot better).



London Heathrow Airport customer review :  1 July 2014 by S Kapusta    (USA)

Rating : 1/10

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Recommended

Not the worst airport in Europe but giving Paris CDG a run for the bottom place. June 26 the luggage system is down, all officials concerned with acting stuffy and official, not in helping. Security staff that confuse inefficiency with thoroughness, BA their usual incompetent selves (is this what unionizing does to customer service?). A place to avoid at all costs! Plus most public space is taken up by expensive duty free, a clear misnomer.



London Heathrow Airport customer review :  26 June 2014 by J Carroll    (USA)

Rating : 0/10

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Recommended

Arrived from US at 6.40 am on June 11 with no checked luggage on my way to London and didn't get through Border Control until 8.25 am. It took over 45 minutes to get to the sign that said that we could expect to wait 45 minutes from that point. There appeared to be only two agents checking in our very long line until 8 am when more agents arrived and, after chatting obliviously behind the check-in stations for a bit, started speeding things up. This wait time was even worse than the 1 hour+ wait when I visited in 2012. My last trip to the UK went through Heathrow and ended in Edinburgh, where the Border Control experience was much more reasonable. This experience was disgraceful.



London Heathrow Airport customer review :  26 June 2014 by C Knapman    (UK)

Rating : 3/10

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Recommended

Whilst my own experience with Heathrow was relatively pain free, I felt quite ashamed at what I was witnessing happening to other people transiting through the airport. I was connecting from a flight arriving at Terminal 3 to a domestic departure from Terminal 5. The bus transfer between the terminals was pain free and just involved a lot of walking. It was the Border controls and security that had me quite ashamed of what for some people is the only view they get of the UK. I moved through the EU passport border quite quickly, but witnessed a large queue for the International passport border trapped, with a very rude member of staff not explaining why they were there, all of them getting visibly upset and all this staff member would do is tell them to be quiet and wait, with no clear view of what they were waiting for. The border agency staff seemed stressed which isn't reassuring. Moving onto security well this was a shambles, the staff were not explaining what some passengers should do and then being very rude if they went through the scanners with a belt on, the bag scanners were incredibly slow with large build up of people waiting for the bag to come through the other side, all the time the staff just seemed to stand there and do nothing, looking incredibly bored like it was some kind of torture to be there. We all know Heathrow is under a lot of strain, but sorting out the border and security would make it a lot more pleasant experience to pass through.



London Heathrow Airport customer review :  26 June 2014 by L Hulland    (UK)

Rating : 0/10

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Recommended

Terminal 4 was yet again a nightmare for me. Being disabled with breathing problems I had asked for a wheelchair from the plane. I had flown in from Goa via Mumbai and had no problems and so much help until yet again I reached Heathrow. No wheelchairs and about a dozen or so people waiting for help. Eventually some buggies came and I was told the chair would meet me at immigration. How wrong that was. From there I was left to struggle through immigration, baggage reclaim and customs. I asked why the chairs were not there and was told they don't have enough and couldn't find any. At least it was better than last time on the 25th February. Then there were no wheelchairs or trolleys and they couldn't find them as they were all outside. I was left to struggle and no help whatsoever. Disgusted with Heathrow Terminal 4. Very poor customer service.



London Heathrow Airport customer review :  26 June 2014 by M Jacques    (UK)

Rating : 9/10

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Recommended

Visited terminals 4 and 5 and found travel between the terminals, though not as a transit passenger, easy and efficient. Terminal and BA staff extremely helpful with all enquiries.



London Heathrow Airport customer review :  26 June 2014 by R Tompkins    (UK)

Rating : 1/10

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Recommended

Terminal 5: Over 1 hour to get through FastTrack security. Mainly as a result of 2 passengers breaching every rule in the book but having just 1 security person to deal with each queue is ridiculous. Fortunately my flight was delayed 2 hours but others must have been in danger of missing. Very crowded in the shopping areas and limited seating. Much better at departure gates. Return queues for immigration dreadful. Snaked back to the stairs entering the hall. They have allowed way too many people to use this place. Cannot be good for business as nobody has time to spend any money in the shops or bars.



London Heathrow Airport customer review :  24 June 2014 by J Gifford    (USA)

Rating : 2/10

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Recommended

Impossibly long queuing in Terminal 5 international connections every time - at least one and quarter from arrival to gate of departing flight. No time for shopping, dining without angst. 4 times through and still not clearly organized, traffic flow backed up to exit from arriving gate, etc. Anyway this might be improved with better foot traffic flow management? Otherwise, abominable.



London Heathrow Airport customer review :  14 June 2014 by B Landers    (Hong Kong)

Rating : 0/10

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Recommended

I, too, will try to avoid Heathrow in future. My bags got caught up in the June 6th baggage system "IT issue" and I still have no word on them one week later. They were to have been delivered on June 8th to Rome but then BA cancelled that flight and no one at Rome airport or at Heathrow seems to know what happened to them even as I was leaving Rome to return to London. Then my connection back to London was cancelled with only a message to "ring if you want to re-book" - totally unacceptable given that I had a connection from LHR to Dulles and it was clearly visible in the system. I am Emerald One World and am on a Business Class Round the World ticket and that is the treatment? I will try to go via other airports and avoid BA in future.



London Heathrow Airport customer review :  14 June 2014 by S C Adcock    (UK)

Rating : 0/10

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Recommended

Arrived T4 to collect relative on flight from China. Heathrow and airline live boards online both showed plane on time at 15.25. Flight arrival board shows expected 17.56! Over a two hour delay. We are now stuck at airport paying exorbitant parking fees for probably 3 hours. There is no desk to complain to. Just told by member if staff to register a complaint online. The web was updated at 15.40. Did they suddenly realise the plane was missing? Not good enough Heathrow.



London Heathrow Airport customer review :  9 June 2014 by K Champion    (South Africa)

Rating : 0/10

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Recommended

Terminal 1. Totally under-staffed at the security area. We waited 40 minutes as they pulled both our hand luggage off. One staff member and they were checking nearly every passenger with a carry on suitcase. Very slowly. 25 minute walk to our SAA flight. Why on earth would you move the gate to Terminal 2 when it is not open. Disgraceful. 2 hours to check in, clear security and get to the gate. No-one checked our passports until we boarded the plane. T5 is far more efficient.



London Heathrow Airport customer review :  6 June 2014 by Kevin Barrance    (UK)

Rating : 9/10

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Recommended

T5 returning from Mumbai. Was out of the plane, through immigration, collected bags and was in my car in the car park within 45 minutes. How good is that! I think it's one of the those places where your view is governed entirely based to the specific experience you had on your last trip. For me, it was perfect.



London Heathrow Airport customer review :  5 June 2014 by Jane Buch    (UK)

Rating : 2/10

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Recommended

The first toilets on landing at Terminal 3 were an absolute disgrace - filthy, overloaded bins, dryer not working, locks on doors broken. One of our party is disabled and required assistance which was ok from the plane to Terminal 3 but then left in lounge with no idea of when she would be collected and taken to passport control and to collect her luggage. We were unable to help her as no one had any idea of how to contact the disabled lounge. She eventually hobbled out on her own and was rescued by passport control. I will never use Heathrow again.



London Heathrow Airport customer review :  5 June 2014 by B Aldridge    (USA)

Rating : 3/10

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Recommended

Heathrow is, in short, a mess. Getting around is a confusing mishmash of walkways, corridors, escalators and busses. Signage is clear, but the airport is nevertheless extremely difficult to navigate efficiently. I have never seen so many people racing through a terminal, apparently trying to navigate the complicated layout numerous times to find where they should be. I am fortunate to usually travel business class, so I can avoid the cavernous, dirty, hot, noisy and smelly main waiting areas in favor of a private airline lounge. The terminals seem to be organized to generate sales at the stores and restaurants and not for passenger comfort or convenience. Immigration lines are very long and extremely slow, which seems to be a problem at airports everywhere. For anyone changing to a domestic flight, I would recommend at least 3 hours transit time. Several times, baggage claim has been a single carousel serving many flights, crowded with hundreds of people. The ensuing chaos makes for understandably frayed nerves and short tempers. Did I mention the airport is dirty? I have noticed on the London subway that the locals just leave trash everywhere but in trash cans, and they do the same at Heathrow. Unfortunately, it appears to be picked up infrequently.



London Heathrow Airport customer review :  4 June 2014 by Albert Herskovits    (UK)

Rating : 0/10

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Recommended

Arrived at Terminal One Heathrow, 1.30 pm, 1 June 2014 . Seemed like a 2 mile walk to immigration, long wait, then half a mile walk to baggage reclaim. Small room and 300+ people waiting around a single carousel. Had to wait 60 minutes for baggage to come off and at first only 1 bag every 30 seconds or so. Explanation for wait was that there were "staff problems." No other explanation forthcoming. This airport is an absolute disgrace! Filthy, dirty airport, heat stifling. Took 90 minutes to collect my bag. Staff non-existent. My partner is disabled and almost fainted. I will never fly out of this airport again.



London Heathrow Airport customer review :  27 May 2014 by Mark Wilkins    (UK)

Rating : 7/10

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Recommended

MAN-LHR-BKK return. The facilities in T5 are good, with several restaurants and a reasonably priced Wetherspoons bar (albeit the bar has a limited seating area for those purchasing drinks and not food). Its a bit bizarre that the smaller Wetherspoons bar in T5b has 4 times the seating. The free wifi is very slow and intermittent, worked much better on outward than inward journey. The outbound transit was very quick and efficient. However, offsetting this was the usual amount of time to exit/enter Heathrow on the plane - outbound delayed 50 minutes, inbound by 30 minutes. Arriving at T5 transfers on 25 May was a disgrace - 1 officer having to deal with fasttrack, EU and non EU nationals. No movement at all for 15 minutes. Staff co-ordinator realised eventually situation should be being resolved and eventually 2 more officials came out to assist. My non EU partner was held up briefly as well when eventually seen but issue then resolved swiftly. Heathrow needs to address staffing issues correctly and efficiently, and review policy of no pay as you go lounge in T5 as some passengers enjoy the experience before the flight.



London Heathrow Airport customer review :  27 May 2014 by Fred Quint    (Switzerland)

Rating : 0/10

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Recommended

Arriving at Terminal 5 to transit from Geneva to Phoenix. Delayed 1 hour due to windy conditions. Extremely slow waiting time at the security check. Useless steward was calling gates for every single passenger to check whether it was closed instead of grouping passengers in priority order. We had to explain her to make sure we could catch the flight. As usual, poor transit conditions and poor communications/service. I will make sure I avoid transiting via LHR as much as possible.



London Heathrow Airport customer review :  22 May 2014 by Bob Motto    (UK)

Rating : 2/10

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Recommended

Terminal 5 LHR Fast Track Security is an absolute shambles, we waited for over 45 minutes to get through Fast Track last Monday 19 May, I know security are not part of British Airways but really it does make you think twice about using T5. I appreciate there is a need for security but when they are just standing around talking & appear to be in no rush I guess it makes TSA look good. British Airways need to be aware that the poor customer service is a reflection on them so they do need to ensure there is a level of customer service set in line with their excellent customer service BA provide. The other area which is annoying is the amount of walking to go from Fast Track which is next to the BA Lounge to then walk halfway down the terminal only to double back on yourself. We all know it is a ploy to get passengers to walk through the numerous shopping outlets which the majority of business passengers ignore so come on BA & BAA allow the business passenger direct access to the BA Lounges next to Fast Track as most of us have no interest in buying anything from the shops in T5.



London Heathrow Airport customer review :  14 May 2014 by Jeremie Martin    (France)

Rating : 2/10

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Recommended

Queuing time for security check on Sunday 12 May was unacceptable. Extremely long, especially for a connection flight. Hundreds of staff but what a poor organisation. On top of that luggage was lost. Next time, I'll do my best to avoid connecting at Heathrow.



London Heathrow Airport customer review :  7 May 2014 by J Henson    (UK)

Rating : 8/10

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Recommended

Arrival at LHR Terminal 3 on 6 May 2014. Arrived at Terminal 3 on a Virgin Atlantic flight from San Francisco. Terminal 3 was clean and bright, but still looks relatively outdated in parts compared to other facilities at Heathrow and other comparable large hub airports. Relatively short line for passport control. Clean toilets. Short wait for suitcase. Large presence of ground handling agents. Greater presence of customs agent than I had seen for a while, which actually offers some reassurance. T3 arrivals landside (including certain retailers) has a very crowded and scruffy feel, I do hope this will be the focus of forthcoming renovation and development work. Relatively long walk to Underground station, but this is to be expected at an airport of this size and the trains are frequent from the T1/2/3 station.



London Heathrow Airport customer review :  6 May 2014 by P Cullen    (UK)

Rating : 5/10

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Recommended

I have used terminals 4 and 5 for flights in the past 3 months. Departure from both was pretty good with short queues for check-in and security, though the scanners at Heathrow seem more sensitive than anywhere else I have been - everybody seems to set them off. Arriving is not so good with lengthy queues for passport checks, as others have mentioned, the scanners are painfully slow. Buses to and from long stay car parks seem to work well. My main gripe is that on both occasions, having landed, we were kept on the taxiway for 20-30 minutes as 'we are waiting for the gate to be vacated'. It also happened to my daughter (T5). It is frustrating that on a short flight you can spend as much time getting off the aircraft as you have in the air and on a long flight the last thing you want having arrived is to sit in your seat for another half hour. I know Heathrow is a large and very busy airport, but this problem has to be addressed.



London Heathrow Airport customer review :  6 May 2014 by C Denson    (UK)

Rating : 0/10

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Recommended

3 hours from landing to arriving home in Croydon - a distance of no more than 20 miles as the crow flies! Landed at terminal 5 after flying in from Chicago. Long wait for buses before we could get off the plane. Queues at passport control - how is it that the electronic machines for automatically reading passports take so long to work, if they work, so no one wants to use them? Once I'd collected baggage the real fun started. My options to get to Croydon are train Paddington then underground to Victoria and train to Croydon (complicated and train is expensive), underground to Victoria and train to Croydon (slow and engineering work meant no circle or district line services to Victoria) or bus direct from Heathrow to Croydon (1.5 hours but direct and cheap). How to get to central bus station? Signage in Terminal 5 is confusing and unhelpful. Man on info desk in Term 5 gave me incorrect info. Finally establish I need to get a train from Term 5 to Term 2/3 and train only runs every 15 minutes. Is this a 3rd world airport in the middle of the night? No its London Heathrow middle of day on Bank Holiday weekend. Why is there no free regular shuttle like the one between North and South Terminals in Gatwick? After an overnight flight the whole experience of landing at Term 5 was frustrating, stressful and unpleasant. Lesson learned - wherever possible I'll avoid this airport in future. If you live in south London its a nightmare.



London Heathrow Airport customer review :  24 April 2014 by N Barnsley    (Spain)

Rating : 10/10

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Recommended

Terminal 5. Minimal queues at passport control on arrival and bags waiting on the belt, likewise at check-in and security on departure. Short walking distances from / to gates and short distance to the underground are bonuses. Staff are generally friendly, courteous and efficient. Great views of the apron and the runways from the departure lounge which is relaxed, light and airy with lots of seating. Lots of shops and restaurants too but we didn't visit any of them.



London Heathrow Airport customer review :  23 April 2014 by Ross Clark    (UK)

Rating : 6/10

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Recommended

T1, outgoing 8th April returning 17th April, LHR-VIE-TLV and return. Cons: the 'outer' gates are a full 15 minutes from the main area and the facilities in the outer reaches are quite lacking. Pros: the e-gates for returning UK/EEA nationals are now in place, and save a lot of queuing time as a result. Security on the outgoing leg was fairly prompt. Overall: the new T2 can't come soon enough.



London Heathrow Airport customer review :  23 April 2014 by M Riley    (USA)

Rating : 3/10

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Recommended

Make sure to look at your boarding passes to determine whether or not you have luggage to claim (I think if you are flying the same airline both flights your luggage goes to your destination). When I landed at Heathrow we were not given any directions or instructions about what we were to do next. Being an inexperienced traveler I assumed that I needed to pick up luggage so I followed the signs toward baggage claim. After standing in line for at least 10 minutes I realized that my baggage had already been sent to the next flight. The annoying thing was that nobody mentioned this to me. After baggage claim, I must have made a wrong turn and got completely lost. The layout of the airport can be very confusing and there seems to be a lack of signage in some areas. I asked several employees for help and no one could put me in the right direction. Trying to find my way through this airport was like running through an endless maze. By the time I reached the boarding gate I had just missed my flight by about 5 mins. I went to the counter to have them put me on the next flight. Told it was my fault and had to charge me $275. The return trip was much easier because I knew that I didn't have to pick up luggage and I was with a group of people so that made it easier. As soon as we got off the plane there was an information display listing terminals according to the airlines so it was simply a matter of following signs to the terminal and departure gate. How did I miss this on my first trip? Where was the information display or clear signs in the baggage area? I guess I simply took the longer, confusing route. I suppose some terminals may be smaller or easier to navigate then others. There are some nice restaurants and shops and the flights were pleasant but I will still try to avoid this airport in the future after this awful experience.



London Heathrow Airport customer review :  17 April 2014 by Simon Darnbrough    (UK)

Rating : 7/10

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Recommended

I really feel sorry for British Airways at T5 as they have an otherwise excellent terminal ruined by Security and Immigration which are out of their control. Having flown in on a BA flight from Geneva and departing to Manchester had to queue through the transit immigration desks, rather than the electronic gates, which took 20 minutes as only manned by 1 official despite there being 4 other channels! Then the joys of Heathrow security, queuing for 15 minutes and then being told the equipment had broken and join the back of another queue for another 15 minute wait. I know security and immigration aren't the most interesting jobs around but some pretence at being human wouldn't go amiss as this is the first impression of the UK that most visitors get. Once inside, the terminal is excellent!



London Heathrow Airport customer review :  14 April 2014 by Dave Houlihan    (UAE)

Rating : 2/10

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Recommended

I have to agree with previous comments, for many years I used LHR from the ME en-route to Dublin. I found the Immigration a farce waiting for hours even though I was transiting through why I should have to clear immigration is beyond me. More security checks , again if I am a transit passenger why should I? I have already cleared security in my departure point. Last but not least from immigration to bitter, rude and ignorant staff at security. I have never come across such unprofessional staff in any airport and fly monthly. Shameful for the entry point to the UK as it is great country with super people, luckily Emirates now fly direct so no more LHR for me. A blessing.



London Heathrow Airport customer review :  12 April 2014 by C Brown    (UK)

Rating : 9/10

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Facilities

Recommended

Having read some of the reviews for Heathrow Airport one could be left thinking that the UK's hub airport is a third world disgrace. My experiences however are quite the opposite. I've flown from LHR a few times over the last couple of years and my last trip was to and from Terminal 5 in April 2014. The terminal building is light, airy and clean. Everything is well sign-posted and there's a good choice of landslide coffee shops, restaurants and pubs. Along with a pharmacy, bureaux de change and other amenities. Although there are plenty of staff on hand I would say that the queuing system for check-in needs an overhaul. Despite being able to check-in at any desk one is left to queue at each desk individually; if a problem arises with a passenger in front then you are stuck waiting for that check-in agent whilst other passengers on surrounding desks move to the front. Despite some reviews I have always found the security process through to the departures lounge to be very quick and professional. On my latest trip I waited around 30 seconds. You can tell that the airport authority has invested a lot of money on the screening equipment used. I don't know whether some passengers aren't used to stringent security but I feel reassured and have never encountered a rude member of security staff. In fact I've found them to be both approachable and friendly. Terminal 5 is a giant shopping mall it has to be said - and an expensive one at that. But the fantastic panoramic views and beautiful sunlight coming through the expansive windows is enough to compensate for the commercialism. There's a good choice of bars and eateries. Unlike some other terminals at Heathrow you don't have to walk nearly as far to get to your gate but be warned - If you are travelling from gates marked 'B' or 'C' then you have to get an underground shuttle train to a satellite terminal and this can take 15 minutes. On arrival back to the UK I was through immigration in a couple of minutes and had my luggage a few minutes after that. Back in the arrivals hall and then onto the Heathrow Express - an (incredibly) expensive but convenient way to get from airport to city in less than half an hour.



London Heathrow Airport customer review :  11 April 2014 by R Fleming    (USA)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

If you have respiratory ailments or allergies, do not fly through or use London Heathrow! I have only mild allergies and had a two hour layover at London Heathrow. To and from my gate and from security check I was forced to walk past huge perfume displays with the scents wafting throughout the airport and terminal. I went to sit beside a "fresh" air vent only to discover there was perfume coming out of the vent! When I finally was called to my gate I had no choice but to walk through yet another gauntlet of perfume being sprayed around in a store that was open to the concourse. It ruined my trip and I will never use London Heathrow again. Customs was complete chaos. One agent would tell you to put everything back in your bag and the next agent would ask everyone to remove it again.



London Heathrow Airport customer review :  7 April 2014 by T Turner    (UK)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

Had a transfer within Heathrow on 31 March 2014, which involved a security check from Terminal 5 into Terminal 3. The female security officer was officious and rude and the final straw was her comment "if you don't like it, don't fly". What an appalling attitude. I usually fly from Manchester Airport where the security staff are friendly and extremely courteous and I hope never to have to use Heathrow again after this experience.



London Heathrow Airport customer review :  31 March 2014 by David Grainger    (Kenya)

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

T5 Immigration. I flew in from Cape Town on 28th March. The lines of people at immigration was a disgrace. We shuffled for ages in the EU passport line. It would have been faster not having an EU passport. Staff were slow and there seamed to be no urgency in clearing the hall that totally filled up. All the staff do is scan a passport, not hard. The UK Govt should be ashamed of itself. You get though far quicker in third world nations where they do more than just scan your passport.




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