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London Heathrow Airport
3.5 Star Rating: Good
777 reviews

 



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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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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

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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

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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

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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.



London Heathrow Airport customer review :  28 March 2014 by J Marshall    (UK)

Rating : 5/10

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Recommended

I was very annoyed with the immigration controls this morning when arriving from Sydney, via Singapore on a BA flight that arrived at 4.45 am. When we arrived at passport control there was not one single person to speak to. Many passengers were getting connecting flights and looked so confused. They were just left to read the electronic boards. Surely someone should have been on duty to help these passengers. Then as we approached the Passport control area, several big flights had obviously come in at the same time but as we had electronic passports we thought we would be okay and would get through quickly. Wrong! UK and EU citizens were all herded into one area and it was not clear that the EPassport area was not available but we did finally see a small A4 sheet of paper which said that the epassport scanners were not operational until 5.30 am. It was 5.20 am so decided to stay in the long queue although some people started queuing for the epassport section. There were two female attendants to the right of this area and when I approached them to ask if I could go through with my epassport, I was told quite sternly that I should join the large queue to my left. Then another official came on the scene and looked confused at the large queues and then proceeded to check the scanners and eventually invited people to use the escanners. However, these did not appear to work properly because they were not giving any messages out. When one guy removed his passport because it didn't seem to be working the gates opened. This happened to a couple of people. Another member of staff joined the one guy on duty but they did not seem capable of helping people. I stood for ages with my passport in the scanner and eventually tried another one which eventually worked. My husband said that maybe the scanners need to warm up but surely the staff should know this and be on hand to help and advise. What an awful welcome for overseas visitors, I was embarrassed because Terminal 5 is a super terminal but the staff need to be more helpful and welcoming to visitors. I flew through Sydney, New Zealand, Honk Kong and Singapore Airports and Heathrow was not up to the standard of these other airports which quite frankly is a disgrace and someone should be doing something about it.



London Heathrow Airport customer review :  7 March 2014 by Steven Earl    (Australia)

Rating : 5/10

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Recommended

Flew out of terminal 3 on Monday, the food offering once checked in and through security is very poor. Unless you want sandwiches (which are offered in about 10 different shops) eat before you check in. Great train service to and from London is a huge thumbs up!



London Heathrow Airport customer review :  6 March 2014 by R Whitehead    (UK)

Rating : 0/10

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Recommended

T5 Passport Control is an absolute disgrace. The queue for EU Passport holders today was horrendous. The passport staff look disinterested, demotivated and miserable. What a terrible first impression overseas visitors must receive. The rest of the airport is great but how many people are avoiding using it because of this diabolical experience. Who is in charge of this mess? Replace them and rethink the strategy. There is no excuse in this modern world for such inefficiency, particularly at the UK taxpayers expense.



London Heathrow Airport customer review :  3 March 2014 by G Cleaver    (UK)

Rating : 8/10

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Recommended

I have to say that reading past reviews about terminal 5 relates to the inconsistent performance where one day can be a fantastic experience and the next a forgetful. On outward leg (LHR-IAD) with British Airways, bag drop was very quick although the check-in lady could do with a smile. I'm impressed with the structure of this terminal with its wide open walkways and high ceilings, very reminiscent of the Asian Airports. It also has the sense of freshness, something that all the other 4 terminals lack. Security was a bit slow and took an age considering the number of people in the queue. One thing I must say was after security it was very, very busy. Quite surprising considering the vastness of the terminal! Perhaps it was because of the holiday season. Very good range of shops and restaurants/cafes etc and good to see that duty-free isn't a rip off! Next came the walk to our gate which was in the 'B' section of the terminal, which meant using the light rail system. Very long escalator trip down to the bottom where the train was located. Must've taken a good 2 minutes without walking. Train was punctual and quick. Disappointing though that if you have a gate located in the 'B' or 'C' section you are cut away from the main terminal which contains the best of shops. Only shop in the B area was a whsmiths. Nevertheless, I liked the effort Heathrow have made to move away from the '10km' walk to the gate so to speak. Plane left on time and was overall a pleasant experience. Inward journey was from EWR back to terminal 5. Disappointed that we were not given an air bridge to leave our British Airways plane; somewhat strange considering that this is their hub which means they should have the best facilities for their passengers. Bus took us to the main complex which was near passport control. We were wary of the times we've had to wait in the past, so 25 minutes seemed standard. Bag carousel was big and 'airy' and bags were there ready to be picked up. Heathrow connect service to terminal 4 was okay; somewhat tedious since there is no direct service so an interchange is required. Bus to car park was punctual but a bit small. Overall an impressive turn around from the horrible days of cramped airports and long marathon walks to the gate. Hats off to BAA and BA.



London Heathrow Airport customer review :  28 February 2014 by C Young    (Canada)

Rating : 1/10

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Recommended

Unfortunately I travel through Heathrow frequently, and often use flight connections at Terminal 5. It is unbelievable that a relatively new terminal would be such a disaster when one has to transfer from one flight to another. The queues just to get through to the queue for security are unbelievable, full of people panicking they will miss their connection, rude staff blocking the escalators up to security in an effort to "control" the crowds. Once you do get to security more of the same, massive queues, people trying to jump ahead of others in their effort to make a connection, total chaos. I cannot imagine how you survive the experience is you are elderly or infirm.



London Heathrow Airport customer review :  27 February 2014 by L Vella    (USA)

Rating : 3/10

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Recommended

I am echoing many of the comments of my fellow reviewers by saying that I will avoid LHR in future because it has become the worst transit airport I have experienced in 50 years of international travel. The staff are poorly trained. Terminal 5 is very unfriendly to the disabled - we were separated from our 89 year old family member at several points, after waiting long periods for assistance. We asked how long we would have to wait in the wheelchair holding area and even the supervisor said anything from 5 minutes to 5 hours. The British philosophy of security seems to be to zero in on easy targets, no common sense is applied such as spending 20 minutes on a 90 year old wheelchair passenger. Lastly, having to ride a train several times as well as go through security again and then sit around waiting for a gate number which might mean yet another train ride is just about the worst scenario you can devise for people who have to ride in cramped, poorly air conditioned planes for perhaps 12 hours to get to Heathrow and then have to do the same to their next destination. Going through Madrid now seems like heaven.



London Heathrow Airport customer review :  27 February 2014 by Linda Hulland    (UK)

Rating : 0/10

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Recommended

Arrived terminal 4 on 25 Feb 2014. Had organised a wheelchair as I have breathing problems but it didn't turn up. I struggled along to stand in Passport Control for an hour or more. The queues were horrendous. I got through eventually and got to baggage reclaim to find out like hundreds of other people did that there were no trolleys. I tried to get help but there was none and they did not know when the trolleys would be collected from the car parks. I am 70 years old and had to struggle trying to pull 2 small suitcases and my hand luggage. I will never fly from Heathrow again. Quite honestly it has the worst Airport service I have ever had and I have been in many over the years.



London Heathrow Airport customer review :  10 February 2014 by P Boersen    (Netherlands)

Rating : 0/10

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Recommended

Security check is a disaster. Led over terminal for miles, waiting in queues for long times, staff rude. Everybody annoyed, felt very sorry for elderly people. Cannot imagine them to catch anything but bottles of water and lighters.



London Heathrow Airport customer review :  10 February 2014 by Octavia Grassick    (UK)

Rating : 0/10

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Recommended

I had the misfortune to use Terminal 5 again at LHR two weeks ago - domestic flight. The Security Staff are horrendous, they are extremely rude, off-hand and downright unpleasant! I am a middle-aged, professional, respectable female and I find these people completely odious in their attitude. Yes of course they have a job to do, but why does that involve a total lack of courtesy and aggressiveness! Unfortunately I have to use LHR on a regular basis and have now trained myself to simply "zone-out" and not give them the satisfaction of reacting to their behaviour!



London Heathrow Airport customer review :  29 January 2014 by Jim Ash    (USA)

Rating : 1/10

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Recommended

Terminal 1. No comparison to other terminals - signage is strange and people are very rude. There is a physical sign that states gates 77-80, I asked where gate 76 was and rudely told - around the corner, by three people. When I said, there is no sign for anything lower than gate 77, I received a who cares stare. I don't utilize terminal 1, 99% of the time it is terminal 3. All passengers around me had the same challenges and thought it was interesting that there were no signs for gate 76, until you actually reach it. Also, when I was connecting from T3, I was told different answers to transfer and obtain a boarding pass for BA LHR-DUB.



London Heathrow Airport customer review :  28 January 2014 by Bob Motto    (UK)

Rating : 10/10

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Recommended

I arrived from AMS, BA429 yesterday, we landed at 10.40am on time, within 20 mins I was through immigration and had my baggage in my hand off of the baggage belt, it is not often this happens but when it works it makes a great difference to getting home without having to wait sometimes 45 minutes for luggage so well done! I always use the Pod Parking too which makes for a fast exit from the airport too, I have heard that BAA are looking to extend the Pod Parking to the long term parking further on down the road, this will be great if they do as it will mean no more waiting for buses which run around 15 minutes part.



London Heathrow Airport customer review :  24 January 2014 by T Smitherman    (Norway)

Rating : 2/10

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Recommended

If BA offers you a tight connection, Heathrow will always be an awfully stressful experience. Keep in mind you will always land late because unless you arrive before 6am, you will first circle London 2-3 times. Staff are overall very rude. Every aspect of your journey is handled by a different company. I travel with a disabled family member. If you begin your journey at Heathrow, disability assistance drives you to a series of checkpoints where typically you will sit, unable to leave with a supervisor who hardly speaks any English. Even if you start out 3-4 hours before your flight, you might have no opportunity to shop or get some food. If you have a transfer through Heathrow, disability assistance insists on driving you to a checkpoint near passport control where you will be stuck for some time while the assistance staff socialises with one another and inefficiently makes its future plans. Last time we flew through Heathrow was 9-10 months ago. We had a tight connection made still tighter by the aforementioned Heathrow slow flush cycle. Disability assistance came late, then sat there for 10 minutes, then drove to the checkpoint and sat for 15 minutes doing nothing. Luckily, a BA tight connections assistant came by and checked out tickets for the connection we were already late to board so that it would not leave without us. She also gave us orange "short connection" passes and asked the disability assistance to hurry up, but neither was to any avail. Then we walked the remaining distance to the gate, which took another 10 minutes. We were met by about ten BA employees at the gate who were horrified at how long it took for us to be escorted through the airport on a tight connection. Learn my lesson - don't transfer through Heathrow unless you really have to, but certainly never do it on a tight connection.



London Heathrow Airport customer review :  23 January 2014 by J Thompson    (UK)

Rating : 7/10

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Recommended

Arrived by Heathrow Express not having used the airport for a good many years. No problems throughout transit to flight departure. On return I was on the Heathrow Express and London bound within an hour off stepping off the plane.



London Heathrow Airport customer review :  22 January 2014 by I Saunders    (UK)

Rating : 4/10

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Recommended

Flew into T5. On transfer to domestic flight we found directions confusing. On queuing for security the whole queue of approx 12 people were told off for lining up in the express line which actually was the only one open. We dutifully moved over to the correct line which she then opened for us. No word of apology or explanation. We found the staff to be rude and officious. After a 13 hour flight and after the positive experiences of 3 airports in Australia, Singapore, Christchurch, Bangkok and Chiang Mai it was dispiriting and embarrassing. Why can't we get basic courtesy right? First impressions count.



London Heathrow Airport customer review :  21 January 2014 by J Corbett    (UK)

Rating : 8/10

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Recommended

I've never had a problem with LHR, and always choose it ahead of any of the other London airports. Terminal 5 is excellent, and the new Terminal 2 looks like adding a big new improvement in 2014. Access is very easy on Piccadilly Line or the Heathrow Express (which is the only London airport "express" train deserving of the name).



London Heathrow Airport customer review :  14 January 2014 by D Boyall    (UK)

Rating : 6/10

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Recommended

The airport is fine. But getting in was a nightmare for me. I wanted to park in short stay terminal three. Utterly confused by approach signs and ended up in terminal one car park. Couldn't of course get out to park in terminal 3 and had to walk a long way - not easy for one like me waiting for a hip replacement. Can't you make the signs to the various terminals clearer. There is so much traffic on the approach, most of which seems to be familiar with the layout of the approach. Big, clear signs indicating various short stay car parks needed.



London Heathrow Airport customer review :  13 January 2014 by J Campbell    (USA)

Rating : 2/10

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Recommended

Always find arriving and departing Heathrow airport an awful experience. Endless walking down endless corridors, rude staff and everywhere an information free zone. London is supposed to be international and global show piece, Heathrow let's it down every time.



London Heathrow Airport customer review :  13 January 2014 by Mark Wilkins    (UK)

Rating : 8/10

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Recommended

Flew out 21st Dec, return 5th Jan from Delhi from T4. Had a surprisingly good experience after last debacle from T3. Arrived early to find airport busy, but spent an hour in hidden away pub next to airport pod hotel. Check in and security took 30 minutes, and OK selection of shops airside - duty free expensive as per the norm for the UK. Flight returning 1 hour late, 15 minutes in holding pattern. Immigration queue non-existent (2 minutes for e- gates) and bags arrived within 10 minutes. Pleasant experience compared to previous visits to T3 and T4 2 years previously, especially given flying on some of busiest days of the year.



London Heathrow Airport customer review :  13 January 2014 by Peter Loni    (UK

Rating : 4/10

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Recommended

Flew into LHR T5 on Dec 29th. Everything was fine except the security check staff. I found them rude, unpleasant and offhand.



London Heathrow Airport customer review :  10 January 2014 by M Taylor    (Hong Kong)

Rating : 5/10

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Recommended

Terminal 1. Flying out to Lisbon with TAP. Departure lounge okay - missing cheap coffee shop after security (EAT. is my preferred airport UK coffee) but good seats for relaxing on. My main gripe with this airport is my flight was 6am and I was coming from Kent, so got a late-night lift and tried to sleep in the airport. Other than this there's nothing to remark on about this terminal I feel. There are no overnight departures (mine was one of the first in the morning).



London Heathrow Airport customer review :  8 January 2014 by J Tydeman    (UK)

Rating : 8/10

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Recommended

Flew out of Heathrow to Sao Paulo. Never understand the negative reviews of Heathrow, especially from US passengers who have to endure Miami, LA, JFK etc. Terminal 1 was clean, not over-crowded, efficient with virtually no queues. And of course where Heathrow beats other airports hands down, is the shopping and eating facilities. My only complaint is it would be nice to have some affordable shops. Shopping at Heathrow, and other airports, is more expensive than the high street, not less.



London Heathrow Airport customer review :  8 January 2014 by S Symon    (France)

Rating : 6/10

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Recommended

Disappointing experience as I was traveling through Heathrow from Paris to DC during Christmas. I agree with other reviews here that T5 is simply bursting at the seams since it's handling almost half of Heathrow's traffic. Flight connections center particularly on the outbound journey took nearly an hour to clear as there was a huge bottleneck at security. They do make an effort to help people with tight connections with express passes but they need to improve the wait times at security. Airside, T5 is still very good.



London Heathrow Airport customer review :  6 January 2014 by E Rubin    (USA)

Rating : 5/10

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Recommended

I have to disagree with all the praise of T5. It is already overcrowded beyond capacity for much of the day, and it is often hard to find a seat. In spring, summer and fall, the temperature is too warm and humid for comfort, given all the people inside the terminal. There are no pay lounges, no lounges for Star Alliance or SkyTeam carriers (or any other carriers for that matter), and BA does not offer paid access to its lounges, so if you do not have BA/Oneworld status you have no lounge access at all. This is not true in T1, T3 and T4. There are no pay showers either (unlike T1, T3 and T4)--so if you do not have lounge access, a shower is not an option. The toilet facilities are also inadequate - it is not uncommon to be unable to get a stall without a long wait, something that never happens in Frankfurt, Munich, Vienna or most other European airports. There all also very long lines at most transit desks, with no automated boarding pass printers like those in German airports. Overall, a very unpleasant experience if you cannot access a lounge. I much, much prefer T1/T2/T4.



London Heathrow Airport customer review :  6 January 2014 by R Howe    (Japan)

Rating : 5/10

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Recommended

Terminal 3. Arrived from NRT. Long wait at UK Border control (I'm a UK passport holder - two desks out of 7 open). Luggage waiting when I finally got through immigration. Long walk from arrival gate (Gate 1). Everything else ok.



London Heathrow Airport customer review :  6 January 2014 by R Howe    (Japan)

Rating : 10/10

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Recommended

Terminal 1. A surprise and a delight. Quite, airy, bright and efficient for our flight to FRA. Everything smooth and quick.



London Heathrow Airport customer review :  6 January 2014 by S Figur    (USA)

Rating : 0/10

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Recommended

I will do absolutely everything in my power to avoid flying into Heathrow in the future. They unfortunately are the passengers first taste of London and it leaves an unsavory taste for the entire country. The security is extremely rude and unprofessional. There is a lack of communication and there is a lack of respect for a person's time and flight. Do not rely on signage or website for explanation of rules. We found the rules to change from person to person. No one had a clear answer. When we finally arrived outside of the airport, everyone we spoke with had the same to say about Heathrow, "avoid using them". Regardless of price, convenience (no such thing at Heathrow) try a different route. Heathrow Security was our main issue but the restaurants and staff in other areas were just as surly. I would like to think it was because of the holidays but I would have assumed kindness and respect anytime of the year. Not a good way to start our vacation.



London Heathrow Airport customer review :  2 January 2014 by Vincent Borlaug    (USA)

Rating : 10/10

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Recommended

I must concur in Richard Hughes' sentiments (posted in this forum 11th December) - Heathrow Terminal 5 is quite good to use. Most recently I arrived from IAD on 27th November and returned 17th December, on arrival, passport control queues were very short (admittedly arriving on BA216, one of T5's earliest arrivals, helps - will be interesting to check out next year when they deploy the A380 on this flight), and on departure (scheduled for 17.00) I only had to wait behind two people for bag drop and the security queue took about 5min. Once airside, there were plenty of seats, notably at the Crown Rivers pub which has expanded its seating and provides a perfect place to nurse a pint or two whilst waiting for one's departure gate to be posted, and the Scotch whisky selection at the various duty free shops is as good as it's ever been. (The rule on no bag drop more than 3 hours prior to scheduled departure helps ease potential airside crowding as well.) I haven't been to any of the celebrated airports of the Far East as yet, but of the airports I've been to, Heathrow Terminal 5 is about as good as it gets.



London Heathrow Airport customer review :  20 December 2013 by O Damnitz    (Germany)

Rating : 0/10

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Recommended

Unfortunate enough to have a connecting flight via Heathrow Terminal 5 and are traveling with duty-free alcohol that you purchased legally with your boarding pass? Especially coming from Seoul or another metropolis which isn't on the "list" of allowed duty-free items, which is not clearly posted anywhere, and do not 1) have enough time between connecting flights for it to be checked, should security even offer you that option or 2) not miraculously have an extra bag you can use to check it in with since your in transit, or both of the above, well be prepared to have Heathrow security take it away from you for no good reason. Never again!



London Heathrow Airport customer review :  11 December 2013 by Richard Hodges    (UK)

Rating : 8/10

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Recommended

LHR T5 - DXB - LHR T5. Not quite sure what previous reporters find to complain about Heathrow particularly Terminal 5 which is always, in my experience, pretty good to use. Try flying into or out of any North American International Airport (particularly Newark, Chicago O'Hare or Las Vegas) and you'll see just how good British Airports are. Alright, not quite Changi in Singapore but pretty good. Going out 27 November no queues at BA Bag Drop and although a queue at Security it kept on moving. Let's be honest - queues at Security and Passport Control are standard just about everywhere nowadays. Once through and out of the retail mall that most airports now are we found plenty of seats tucked away in quiet corners. Coming back in on 8 December bit of a queue at Passport control and, for once, a 30 minute wait for baggage. Apart from that, a breeze.



London Heathrow Airport customer review :  3 December 2013 by J Andriani    (Germany)

Rating : 3/10

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Recommended

I was flying from Tokyo to Berlin via Heathrow end of last year. The security check took so long, allowing sea of people waiting on the line, while only a few of grumpy staffs were working, there were other staffs joking around without helping the others. They checked almost every little thing, even screened my macbook air's adapter, and didn't bother to let the elderly sit down first after a long haul flight. It's too bad that some respectable airlines to Japan fly via LHR, otherwise I would avoid this airport.



London Heathrow Airport customer review :  2 December 2013 by G De Smedt    (Belgium)

Rating : 2/10

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Recommended

We had a very bad experience with the security checks and the staff performing it. Flying from Brussels on October 29th, we had 1.5 hours to catch a connecting flight to Singapore. Because this means you have to go to from terminal 1 to 3 by bus (this service was good), there is not much time to loose. We could go in a fast lane for the security check of our hand luggage. Our bags were put aside for further checks. One lady was performing the checks. There were 3 people before us whose luggage was put aside. The result was one staff member performing her duty incredibly slowly. I stayed at the security checkpoint waiting for our bags to be checked, in the meanwhile my partner went to the airline desk to explain what was happening. After 20 minutes waiting (in that time the luggage of 3 persons was checked), finally our bags were checked. Of course nothing was wrong with our bags. We had to run to catch our flight, we were the last passengers to board. This was an extremely stressful experience and all due to the misuse of power by the security staff. Very unprofessional! In the future we will avoid London Heathrow when booking flights! Reading some of the other reviews with bad experiences like ours it seems that the airport management does not care to improve things. For the record: we are experienced travellers and we had never encountered misbehaviour of security staff before.



London Heathrow Airport customer review :  27 November 2013 by Jack Nesbit    (Canada)

Rating : 0/10

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Recommended

Terminal 5 security and hand luggage screening. Staff and organisation is deplorable both in their work ethic and attitude to travellers. Would avoid Heathrow if at all possible and use other routes.



London Heathrow Airport customer review :  25 November 2013 by Guy Senior    (UK)

Rating : 5/10

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Recommended

T5. As usual, swift check in ruined by badly organised and slow security. Many staff are not actually doing anything because it is so badly laid out. It needs a rethink. Coming back, bags through in 15 minutes but the tube station was an information free zone. The terminal could be great if this snags were sorted out.



London Heathrow Airport customer review :  25 November 2013 by M Davies    (UK)

Rating : 3/10

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Recommended

Returning from holiday to Terminal 4 after an 8 hour flight was not made any easier by the interminable wait for our baggage. It must have taken an hour before it started coming through - and that was after we'd walked all the way there. Is this a ruse to make money in the car parks from the people waiting to pick people up?



London Heathrow Airport customer review :  19 November 2013 by Tony Banwait    (USA)

Rating : 4/10

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Recommended

Terminal 1 - both arrival and departure on United Airlines from/to SFO. There's a lot of construction going on here at this airport. It can be seen everywhere so cosmetically, not an eye appealing airport. Only complaints really was the mile plus walk to and from the aircraft, extremely long lines through immigration, a rather rude and obnoxious immigration officer who commented 'oh, another one!' when I said I was there to attend a wedding and unusual and extensive questioning of my 19 year old son. Duty free and departure areas nice and open, plenty of food and shops everywhere. Be prepared for long walks. One commonality with this airport every-time, landing delays and take off queues. One of the worst.



London Heathrow Airport customer review :  18 November 2013 by Jeff Michel    (Switzerland)

Rating : 2/10

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Recommended

Yet again Heathrow fails on the basics that it is supposed to provide. With the flight arriving on time, again a delay due to the inability of staff to get stairs to the plane. Add this to the queues at immigration, not helped by the automatic e-passport scanners not working, this then sums up Heathrow at the moment. For an airport trying to get fees to go up again, way above inflation, they should maybe try and get the basic services right before trying to grab yet more money from customers.



London Heathrow Airport customer review :  15 November 2013 by M Riley    (USA)

Rating : 3/10

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Recommended

Had to go through London Heathrow twice on my way to and from Romania. The first time was an absolute nightmare. I ended up missing my flight even though I had a 2 hour connection time. It was mostly my fault because I made the mistake of not knowing that my luggage was transferred to the next flight so I went through baggage claim instead of heading straight to my terminal. I had no idea how huge and confusing this airport would be. The distances are long and require lots and lots of walking. Staff are very unhelpful if you ask for directions or assistance. The way back was much easier because I knew not to pick up my luggage and I was with a group of people. The signs seemed much more clear and easy to follow but on the way there I noticed there are some areas that have very few signs so it's easy to get lost and confused. Facilities are clean and up to date and restaurants are nice but the overall efficiency and customer service are low.



London Heathrow Airport customer review :  10 November 2013 by S Satari    (Malaysia)

Rating : 9/10

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Recommended

Flying in and out of LHR using T1, T4 and T5. Although the immigration queue (arrival) and security queue (departure) are long, the officers are doing their job. No time wasting, no chit-chat and acceptable. Ambience of all the terminals are nice, clean and user-friendly. Staff are firm when they need to be, yet courteous and helpful. Used LHR several times and the improvement over the years are apparent.



London Heathrow Airport customer review :  10 November 2013 by M Graham    (UK)

Rating : 8/10

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Recommended

I was dreading going through Heathrow at 9.00 in the morning but Immigration and baggage claim were all very quick. It was a welcome surprise.



London Heathrow Airport customer review :  5 November 2013 by David Iles    (UK)

Rating : 5/10

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Recommended

Not the first occasion I have arrived at T5 to see the queues for EU passport holders stretching back whilst that for servicing non EU passport holders is almost non existent, have in past seen non EU passport staff sitting idle chatting whilst queues for EU passport holders is very long. The managers within this area need to balance those queues effectively it is not rocket science and please sort the technology for the biometric passport readers. I have worn glasses for the past 51 years every time I use those machines I get different advice, leave them on, take them off, in taking them off what is it to be. Bags arrived in about 20 mins which given the scale of he operation is I believe acceptable. So in short the border teams need to manage their workflow much better an easy task to address not sure they have the appetite: the baggage handlers are doing good job.



London Heathrow Airport customer review :  5 November 2013 by J Body    (UK)

Rating : 10/10

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Recommended

My husband I and recently flew from Terminal 3 to go on holiday. We travelled to the airport by train and within 20 minutes of arriving at the train station we had checked 2 bags and gone through security. We were very impressed with the new security procedures. All staff we dealt with were efficient but courteous. The shopping area was pleasant and we didn't have trouble finding somewhere to sit. We would prefer to see a cheap fast food restaurant but overall found the whole experience easy and pleasant.



London Heathrow Airport customer review :  29 October 2013 by Paul Jarram    (UK)

Rating : 0/10

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Recommended

The first excuse they have the management close the airport to flights. Monday 28th October I watched flights arrive and take off at the time wind speed reached its peak at 69mph around 8.00am. All flights before then i.e. would have arrived/departed at lower wind speeds were cancelled. I had to stay an extra night in the Heathrow Sheraton, paid for a car in Nice I could not drive and paid for a room in Monte Carlo in which I could not sleep. The management in Heathrow should think of their customers before they give their staff a lie in bed on a Monday morning. Pathetic. I urge everybody to avoid this airport if they can. Previous similar experience was 6 inch snow in Paris but CDG open - less than half inch snow in Heathrow but closed. As I said, any excuse for a rest for the workers. Pathetic.



London Heathrow Airport customer review :  29 October 2013 by Elizabeth Turnbull    (UK)

Rating : 0/10

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Recommended

We travelled almost thirty hours from Darwin to Singapore, then Singapore to Heathrow. We had an excellent experience in Changi Airport, and the whole customer service was amazing. We arrived one hour late at Heathrow and had to transfer from Terminal 3 to Terminal 5. The bus driver scowled and did not even acknowledge a "Good Morning", after getting through customs, who were polite, we had a little over one hour to find our Gate for transfer to Newcastle. On getting to security, we went through No 11, and the young woman had a Chant on what we needed to do, I asked her to say please and was ignored, we waited for our hand luggage to go through the scanners, and when our small case did not come through, we were told that this needed to go into a grey tray, so we went back through the metal detector, and the same young woman said to my husband "You here", and proceeded to berate us for not putting our case in the grey tray. I could not believe we were being spoken to in this manner, bearing in mind that we had travelled for thirty hours, were very tired and had one hour to find our gate. I would avoid Heathrow if possible when travelling, as I felt that travellers were treated with contempt and scorn by people who should not have any authority.



London Heathrow Airport customer review :  23 October 2013 by M Neave    (UK)

Rating : 7/10

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Recommended

Flew out and back to LHR terminal one, generally I found the terminal facilities good with plenty of shops, bars and restaurants, my one major problem was on the return and the long walk from the plane to baggage reclaim, must have been a good 30 mins walk down endless corridors and have found this after returning on long haul flights, the airport authority need to improve this or provide more moving walkways.



London Heathrow Airport customer review :  23 October 2013 by Kim Spiteri    (Malta)

Rating : 0/10

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Recommended

My partner and myself flew with BA 831 on 21 Oct and had a connection flight to Malta with KM 101 departing at 10:50. Upon arriving at security at Heathrow terminal 4 at 10.00 before catching our connection flight, the female supervisor at the time immediately told us and two other persons (who still needed to get our boarding passes printed at the airline desk behind security) that the flight was closed (a good 50 mins before departure time and notwithstanding the fact that there were numerous passengers still queuing at security for this same flight). She told us that we needed to go back to Terminal 1 and file a complaint with BA (who despite not having the real blame, treated us very well). Unfortunately after all this terribly inconvenient incident without any logical sense or any sensibility from this Heathrow employee, we ended up having to detour to Paris then Malta where we finally arrived at 20.00 instead of the planned 15.00. To top it all up, our luggage (including the other detoured passengers) were did not arrive with us in Malta and were left at Heathrow. Unfortunately the insensibility of such an employee will cost the airport at least 4 families not choosing Heathrow Airport for their next travelling bookings.



London Heathrow Airport customer review :  21 October 2013 by A S Row    (UK)

Rating : 0/10

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Recommended

Terminal 3 is a disgrace. Long delays for security with staff offering no support or assistance. It is an embarrassment for the international airport to be allowed to operate in this way. Never again. Take my advice and use Gatwick or British Airways' Terminal 5. The British Airports Authority are a disgrace to allow this to happen. The start of our holiday has been a shambles with no apology.



London Heathrow Airport customer review :  16 October 2013 by J Tydeman    (UK)

Rating : 8/10

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Recommended

Flew LHR to Johannesburg. Terminal was clean, functional and orderly and queues were reasonably short. Facilities excellent in terminal 1 as wit the other terminals. I can't understand the people who moan on here, especially the US citizens who have to endure US airports such as JFK and LAX. Heathrow is a breeze by comparison.



London Heathrow Airport customer review :  16 October 2013 by P Alderson    (UK)

Rating : 4/10

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Recommended

Connected T5 to T1. Waited 10 minutes for a bus followed by a 10 minute journey to T1. This terminal is a maze of escalators, ramps, narrow corridors and long walks. The security queue was quite short but still waited 15 minutes to get through. 2 of the 5 lanes were closed. As on previous occasions at T1, I found the security staff to be officious, slow and apparently unconcerned about people missing their flights. There was no fast track lane or help for those with tight connections. Several bags appeared to have been kept for hand inspection despite the fact all of us were transit passengers who had been through a security check once already. After security there was a long walk through a shopping mall to reach the gate which had very limited seating.



London Heathrow Airport customer review :  14 October 2013 by Paul Foxall    (Singapore)

Rating : 0/10

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Recommended

I flew in this morning from Canada. I had an arrivals lounge invitation for a shower and breakfast. Unfortunately I couldn't find the lounge so I went to the information desk. At the desk instead of being helped the person behind the desk was rude! I couldn't believe it! Eventually I did find the lounge.



London Heathrow Airport customer review :  14 October 2013 by C Adam    (New Zealand)

Rating : 7/10

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Recommended

Shops and restaurants are good, usual lack of seating space. Friendly (in airport-relative terms) staff. No excessive waiting anywhere. (Terminal 3.) Plenty of toilets, and clean. Showers for eight pounds.



London Heathrow Airport customer review :  8 October 2013 by Helen Wright    (Australia)

Rating : 2/10

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Recommended

Flew in to Sydney this morning from LHR T3 (via Dubai on QF2) - if you expect to get a VAT refund for cash: forget it unless you are prepared to wait for hours. I was there 2.5 hours before my flight: more than enough anywhere else in the civilised world: the queue was at least 100 people and not moving. There were 2 gentlemen at a small table to the right of the VAT queues who were apparently dealing with VAT refunds for credit cards and only about six people waiting. Anyway they took my receipts and stamped them and said they'd post them for me. The level of disorganisation was dispiriting to say the least, and then the queue for security: 45 minutes or more. Thank goodness I had checked in online earlier in the day, and the baggage drop (Qantas business class) was quick and pleasant.



London Heathrow Airport customer review :  8 October 2013 by Patrick Kavanagh    (Ireland)

Rating : 4/10

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Recommended

Sep 24th - Flight from Dublin was to land at 1.05pm at T1 - but it was late and landed at 3.20pm - I was connecting to BA's Inaugural A380 flight to LAX leaving from a C Gate at T5 at 4.15pm. After leaving the plane in T1 I got a bus to T1, then another bus to T5, then through Security, then the transit train to C Gate - that took 1 hour 25 minutes and I barely make the flight to LAX. Lack of signage is a major problem - also the number of personnel at Security - not enough to deal with the volume of passengers. The flight itself was wonderful - but signage and more well uniformed and informed people on the ground were very lacking.



London Heathrow Airport customer review :  8 October 2013 by Martial Faure    (Belgium)

Rating : 1/10

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Recommended

Terminal 5. Never use this terminal if you have less than 3 hours between 2 flights, even arriving and departing from this same terminal. Being forced to have a security check between 2 connecting flights is unacceptable.



London Heathrow Airport customer review :  8 October 2013 by G Wilson    (Australia)

Rating : 0/10

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Recommended

6.10am on Sunday 1 September. Handed a 'priority lane' card by the attendants on our flight. Waiting in the two allotted lanes, business class passengers soon realised they were being processed much more slowly than the economy lanes. One reason was there were only two staff: the other was a female Border Agency officer seemed determined to hold everyone up as long as possible. After a third-degree interrogation - at the age of 67 (as shown in my Australian passport) - I think I had 90% convinced her that no, I did not intend to work in the UK. To make sure, I said: "Look, if you really want I will show you my UK passport, but I wanted to enter and leave as an Aussie". Grudgingly, she stamped my Australian passport. Welcome to Britain. No matter how much money the English Tourist Board spends on promotion, it's the initial impression that counts. The UK Border Agency needs to lift its game. The overall impression is: "I am a junior public servant but I have the power to make your life miserable and I will if I can." Pathetic.



London Heathrow Airport customer review :  1 October 2013 by R Finlayson    (Gibraltar)

Rating : 8/10

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Recommended

Had to spend night in T3 for an early flight that's ok, but did expect to maybe find somewhere open for a meal but everything was shut by 10.30pm so managed to grab a sandwich from one shop before they closed. About 35 people spending the night but nowhere you can put your head down for a few hours kip as the seats are conveniently designed with armrests making it almost impossible to stretch out unless you are a contortionist! Several passengers resorted to the floor, I'm in my fifties and was pretty uncomfortable and there were folks older than me, ok could have got a hotel but working on a tight budget. That said the queuing time was ok having self checked in just had to go to the bag drop, but please can we have at least a coffee shop open and some seats without armrests?



London Heathrow Airport customer review :  26 September 2013 by B Needham    (USA)

Rating : 4/10

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Recommended

I am not sure if the difficulty is that travel agent did not allow enough time for transfer, but we were very rushed with 1 hour 50 minutes. I know in some airports in the USA if booking myself I would have added more time. Going from US to Scotland we had to transit to terminal 5 and go through security once again. We were given an orange "FAST TRACK" sign which then seemed to have no effect afterwards, but certainly is an indication that the time we were allowed was not enough. There is a lack of people giving direction, and I am not sure still why we had to have our picture taken. We did make our flight partially thanks to a group of 20 travelling together who were later making the plane than we were. On the way back, our plane from Edinburgh couldn't take off on time because of fog at Heathrow, so we were changed to another international flight which gave us plenty of time at Heathrow. We didn't have to leave T5, but our departure gate was not posted until quite late. Someone could at least have told us that we were flying the (inaugural flight) of the airbus to LA and that it can only take off from C gates, we could have moved there earlier. When they posted the boarding, the board said "now loading passengers" but didn't say what rows they were boarding and we couldn't hear the announcements, and got sent back a couple of times because we thought they had announced our row and they hadn't. A couple of ground people at the head of the line would have helped, or posting the row on the board. There is a lack of helpful people in the airport. At DFW (Dallas/Fort Worth) they have volunteers to help. Allowing only 45 minutes of free wireless time is ridiculous. Even Edinburgh allows an hour of free time. Also the wireless connection was difficult to get depending on our location in the airport.



London Heathrow Airport customer review :  25 September 2013 by A Saunders    (UK)

Rating : 0/10

Queuing

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Recommended

If you are a disabled traveller requiring pre-booked wheelchair transfers be prepared for lack of service, lack of care and downright rudeness - I nearly flew back to Scotland again after waiting 1 hr on my inbound plane for a wheelchair - the aircrew - even the captain appealed for help on the radio but were brushed off. When assistance staff arrived he refused to speak to me talking only to the aircrew and referring to me as "she" - he put me on the bus to T3 with my luggage and had a furious row with the bus driver who told me I should have been accompanied - the driver and another passenger kindly helped me to the assistance desk at the other end (not his job at all). At T3 no wheelchair available and now my flight to Bangkok was closing in 10 mins - the staff member I found did not care at all and was more interested in surfing the web on his phone. I had to lose my rag with him to get some action and finally made it after 2hrs 10 mins - the only reason I got there was my flight was delayed by 20 mins. In contrast Bangkok was efficient and courteous, as were Sydney, Cairns, Brisbane, Perth, Jo'burg and Capetown and Glasgow - come on Heathrow call that service! It was an appalling experience that spoilt the start of my holiday of a lifetime. Gatwick for me in future - I recommend if you can fly through Gatwick do I've never had any such problems there!



London Heathrow Airport customer review :  18 September 2013 by S Howell    (UK)

Rating : 9/10

Queuing

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Recommended

We have used Heathrow for the last 2 years touching 3 and can say that it is such a stress free experience. First time we flew from here was with British Airways in 2011 to San Francisco. Second time was last October when we flew Virgin Atlantic to JFK New York. We arrived at ten am for our 2pm flight and even though we were an hour early for check in, Virgin took our bags and issued boarding passes. We made it though security in ten minutes and then left on time. Our third time we flew we again flew Virgin Atlantic to JFK New York. This time everything went to plan and we took off 15 minutes early at 9.15am instead of 9.30 arriving in JFK twenty minutes early. The only down side to Heathrow is the lack of staff at border control on re-entry which took us twenty minutes to clear!



London Heathrow Airport customer review :  17 September 2013 by T McLaughlin    (UK)

Rating : 9/10

Queuing

Cleanliness

Facilities

Recommended

T5. Big fan of this terminal. However bit of a slip up on my last arrival. Bags were to arrive on Belt 7, which as a Club Europe passenger, mine did before the others. All the others arrived on Belt 6, with no notification. I would have expected this in the early days of T5, but not now.



London Heathrow Airport customer review :  16 September 2013 by M Hinchliffe    (UK)

Rating : 0/10

Queuing

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Facilities

Recommended

Nearly missed my connection due to the queues at security even though the flight I arrived on landed early. The distance you have to travel to get to your next boarding gate is too long and the layout is confusing. The staff don't go out of their way to help and appear a bit jaded which is understandable considering they are having to constantly deal with so many disgruntled people. I realise we need strict security checks but the volume of passengers passing through this airport clearly can not be processed in a structured and timely manner. A few passengers had their luggage removed from the aircraft as they didn't make it even though the boarding time was extended which caused the flight to be delayed. I will purposely avoid this airport in future if an alternative is available even if it means extra cost.



London Heathrow Airport customer review :  11 September 2013 by D Drake    (USA)

Rating : 1/10

Queuing

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Recommended

Security treats you like a criminal - received a full body pat down, and they require liquids separated, bags scanned, etc. even if you've just gone through the same process only hours earlier in order to get onto the British Airways flight that brought you there. Crowds are enormous and the process is slow. Distances are ridiculously vast - even within the same terminal I had to walk, (make that 'run' to make my connection), for what felt like miles and then take a shuttle to get to the gate. The entire process is a nightmarish exercise in endurance and as a result I have vowed to myself to never put myself into this airport or through this ordeal again. The last bit is kind of a shame, as the flight itself - even in coach was actually reasonably pleasant. But all in all, simply not worth the misery.



London Heathrow Airport customer review :  3 September 2013 by Casper Yap    (USA)

Rating : 7/10

Queuing

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Recommended

T3. Fast tracked both ways, so no queuing times for Upper Class. Own lines for immigration on arrival and security lines for departure. Only one small incident on departure, my 5 year old child triggered the manometer because he was wearing regular kid shoes. First time that happened to him and he travels 2x yearly. Adult sneakers were okay. He got a pat down, while the adults were through without any issue. Place crowded, long lines at VAT refund. I spent my time in the lounge.



London Heathrow Airport customer review :  3 September 2013 by John Gibson    (Australia)

Rating : 10/10

Queuing

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Recommended

I had a great time at this airport mainly because I had an upper class virgin ticket. Got shorter queues and hanging out in the "clubhouse" was the best. It was almost worth the cost of the ticket!



London Heathrow Airport customer review :  3 September 2013 by Casper Yap    (USA)

Rating : 7/10

Queuing

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Recommended

T5. Tale of two stories. On departure, the security line took too long for family of three. We were directed to a line where there were no one there. Waited like 10-15 minutes, before someone came over to assist with luggage x-rays etc. T5 layout is like the new airports, requiring a shuttle train to take you to the other terminals (B/C). That means going down long escalators as transport is underground. Kids playground closed too early at 6pm, for the night flights. On arrival, everything was a breeze. No wait at immigration or baggage, landed at 5 am. Restaurants and restrooms okay. Gift shops reasonable.



London Heathrow Airport customer review :  27 August 2013 by J Harvey-Hills    (UK)

Rating : 10/10

Queuing

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Recommended

I have used Terminal 5 a number of times over the last year. On each occasion, queues at bag drop and security have been short. Airside, the terminal is impressive. There is a comprehensive selection of shops and restaurants. The terminal is well signed and it is easy to take the short shuttle train to Satellites B and C if your flight departs from there (which most long haul flights do). The BA lounge is also spacious and comfortable. On arrival, I have not experienced any queues at immigration and baggage generally arrives quickly. Flying as it should be.



London Heathrow Airport customer review :  19 August 2013 by Kevin Liu    (Hong Kong)

Rating : 0/10

Queuing

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Recommended

Departure on 15 August 2013 with CX250. A true nightmare with horror starting from VAT refund service, queuing time 60 min+, and getting wheelchair service was like being in a third world country, begging for help, and customs and/or security check staffs (all 5 of them I dealt with) are with passenger-I-don't-care attitude. Almost everyone reminded us of the 3-hours-rule for the airport. Trust me you need 5 hours for London Heathrow terminal 3, sort of "better safe than sorry" thing. But if you do, you will lose one whole day of your holiday just because you are leaving through "London Heathrow terminal 3".



London Heathrow Airport customer review :  16 August 2013 by A Asprakis    (USA)

Rating : 4/10

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Recommended

Transferred through Terminal 5 two times this summer (have also transferred through it for the past few years) and I am really tired of the shopping mall set up - the toilets are hidden behind narrow corridors between shops that I cannot afford, the stench of perfume from the shops is so overpowering that it burns one's nose, and you have to pay for wi-fi. Also, during my transfer in July the a/c was not working properly and the airport was way too hot. I sincerely hope that this terminal concept does not become a model that is emulated by others.



London Heathrow Airport customer review :  14 August 2013 by L Williams    (Australia)

Rating : 0/10

Queuing

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Recommended

I travel a lot and have been through many airports and this by far was the worst, most inefficient airport I have stepped foot in. Terminal 3 had a 30 min wait just to get into the security gates. Then another 20 mins to get through to the scanner. Many bags were being lined up for a hand inspection, with only one person checking them. Most bags had nothing in them to be removed. I was in a crowd of people waiting for my bag for 25 mins! While one lady slowly checked one thing at a time. Laughing and talking to her colleagues. There was no urgency despite the fact that I said my flight was boarding in 10 mins. I was bomb checked twice because they had nothing better to do. My bag was in a line of about 12-15 bags just sitting there while I waited. 7 people had to have suitcases offloaded from our flight too which delayed us. I'm sure this was because they were still stuck at that ridiculous security in the airport. I understand they security is for our safety but they were slow, unhelpful and I have never been more frustrated in an airport. Will avoid flying there in the future.



London Heathrow Airport customer review :  8 August 2013 by Deirdre McCann    (UK)

Rating : 0/10

Queuing

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Recommended

Terminal 5. This morning my bag was taken for an extra search and I was kept waiting for over 20 mins. My complaint is two fold: Firstly I was picked up for a minute bottle of perfume in my bag that has been there for multiple flights. Airport security should be consistent in its findings. Secondly was the total lack of urgency of the staff. Hard to believe they were looking after travellers with deadlines as they strolled around without a care in the world with that pompous air of power they held over you. It was the worst experience of poor customer service I have ever experienced. As I mentioned it took over 20 mins to look into 3 people's trays, that just shows you how lazy the staff were.



London Heathrow Airport customer review :  30 July 2013 by Iain Brown    (UK)

Rating : 0/10

Queuing

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Recommended

Do avoid this airport at all costs, expect delays and queues from the moment you get near the airport. First we had to wait for a landing slot so queued in the air circling for 20 mins. Then when we did land it took 40 mins of queues to pass through passport control. Then a queue of 30 mins to collect baggage and no trolleys. Then when we made it through the airports the m25 motorway was jammed. Not a good airport. Too busy, too cramped, too many delays and queues. It's dated compared to modern airports - avoid.



London Heathrow Airport customer review :  18 July 2013 by M Lixenberg    (Israel)

Rating : 2/10

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Recommended

Used T1 this summer. Long queues at passport control and extremely long distances to walk even with the conveyors but all that was nominal compared with the horrendous experience leaving from T1. The idiocy with the liquid strictness is terrible. At least put up signs so we could put things in our suitcases before they were checked in and not have valuable drinks, creams etc even water thrown away. Seems they want the stores there to make money. But worst of all was the security scanning. They were abrupt and rude. inefficient and chatted with each other instead of giving service. My bag was re hauled and pulled apart after having waited 20 min all because of an empty bottle. It astounds me that a scanner cannot see if there is liquid or maybe they are down right incompetent.



London Heathrow Airport customer review :  11 July 2013 by Kevin Barrance    (UK)

Rating : 9/10

Queuing

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Recommended

No problem either going out or coming back into T5. Security was a breeze and staff friendly and co-operative. Returning into T5 there were no queues at immigration and luggage came out within 10 minutes. I may have been lucky though but no complaints at all.



London Heathrow Airport customer review :  5 July 2013 by Paul Weary    (UK)

Rating : 7/10

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Recommended

Departure from T4 went smoothly, with no delays at security screening. Shops and food outlets tend towards the high end and expensive, but I did get a very good deal on a camera for my holiday. Had a coffee and a snack in Pret a Manger - plenty of seating available and prices seemed comparable with the high street. However there could be a better range of food outlets.



London Heathrow Airport customer review :  3 July 2013 by T Patrick    (Hong Kong)

Rating : 10/10

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Facilities

Recommended

Arrival at T5 is quick and painless. Bit of walk a to immigration, through in seconds today (5am arrival) bags out in about 20. Good coffee places etc outside. They do charge for people dropping off and picking up in cars though!



London Heathrow Airport customer review :  3 July 2013 by P Alderson    (UK)

Rating : 3/10

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Recommended

Check-in at T5 was easy. Security was another matter. Almost all of the lanes in the south security area were closed. An airport employee refused to let me use the Fast Track although I was eligible as it was "very busy". I was sent to the north security area where there is no Fast Track. It was absolutely packed. I asked one of the staff why it was so busy and just got a shrug of the shoulders. The person on the security scanner was taking an age to check the bags as he was asking a colleague about almost every bag. The system seems to have a weak spot as two bag check lines feed into one body scanner, so if a person sets off the alarm, which happened frequently, everyone of the same gender has to wait until that person is frisked. The rest of the airside area was extremely busy with a lot of floor space taken up with designer label shops. Fortunately I had access to an airline lounge although even that was short of seats. I shudder to think what this place would be like if a lot of flights are delayed.



London Heathrow Airport customer review :  2 July 2013 by Paul Tyrrell    (Ireland)

Rating : 1/10

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Recommended

Shameful is the only word to describe the experience of security at terminal 3 on 1st July. The staff who were in control at the fast track that morning had a serious attitude problem and would make a guess some were working to rule. If not so, whoever trains, manages, supervises, and is responsible for them is operating a total basket case. The worst experience in a long time and a promise to myself I will never ever transit through this airport again. The whole episode was in contrast to an arrival today in Hong Kong were young men and women doing the same job not only gave a professional service but looked the part as well. Shame on whoever is responsible for such a shambolic mess.



London Heathrow Airport customer review :  22 June 2013 by T Cottrell    (USA)

Rating : 0/10

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Recommended

I had to travel through London Heathrow on May 24th when they had the fire on another BA flight and the whole experience was not only chaotic but extremely frustrating. I will never travel through this airport ever again. Not only did we not get any instructions from staff when we landed as to what we were to do next with lines in the thousands, but the airport is not disability friendly at all. I ended up having to stand at that airport in line to rebook my flight for over 8+ hours. When getting off of the plane, we had to get off on stairs because the ramps were not available then when you actually get inside the airport (Terminal 5) there are escalators and you could hardly find an elevator anywhere. It wasn't just the fact that we missed our connecting flight that made the experience so bad but the fact that there was such little communication about what we were expected to do next after that and the fact that there was not anywhere to sit down nor enough elevators or moving ramps, etc. As far as I'm concerned they need to revamp this Terminal even further to make it more disability friendly and train their staff better to handle delays and emergencies and provide more assistance to travelers who may need a little extra help.



London Heathrow Airport customer review :  10 June 2013 by David Houlihan    (UAE)

Rating : 2/10

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Recommended

Used this airport to transfer a number of times this year so far. In short as a transfer passenger I will be avoiding it at all costs. Deplaning, Immigration, buses, more security and more pre departure checks make this one irritating stressful experience. AMS/CDG are a dream in comparison to transferring through. Security staff are apathetic, slow and rude. I asked the time from one of them and the answer I got was "time you bought a watch mate".



London Heathrow Airport customer review :  10 June 2013 by Mark Ackery    (USA)

Rating : 2/10

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Recommended

After getting off the aircraft up 3 escalators, down 3 escalators, train to next terminal up 3 more escalators and then past immigration with only 2 officers working. Terminal 5 is a real mess of a terminal. Not very disabled friendly. So many people rushing off and on the transit train makes it hard to get on. Also I found terminal very hot.



London Heathrow Airport customer review :  8 June 2013 by K Durmala    (USA)

Rating : 0/10

Queuing

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Facilities

Recommended

The worst airport I have experienced for transfers. While traveling to Budapest, I had to transfer through Heathrow while traveling British Airways. I had to take 3 different buses and go back through security even though it was just a transfer. I had to get in a bus from the plane to a station to wait for another bus to a different terminal. Then go through security again even though we never left the airport. Then take another bus to the plane! Returning through Heathrow was just as bad. This time it was two different buses, a train, and security check with an added carry-on search. My bag sat waiting to be searched while employees ignored it and were just standing around. When I enquired after ten minutes I was told it was next but I guess I upset someone as it sat for another 5 minutes. I understand security procedures but the person was miserable, condescending, and rude.



London Heathrow Airport customer review :  7 June 2013 by F Murphy    (Ireland)

Rating : 3/10

Queuing

Cleanliness

Facilities

Recommended

Suffice to say I shall be avoiding LHR in the future. My outward and inward flights both connected in T1. So I mistakenly believed it would just be a case of following the signs for connecting flights, perhaps a security screen and that would be it. I was wrong! On the flight out we had to get on a bus and were taken on a journey of the nether regions of the airport even though I wasn't changing terminal. But as I was connecting to an international flight it wasn't too bad, just the expected additional security. However, connecting to my domestic flight on the way back was a nightmare. It took 1hr 10min to get from one flight to the other in the same terminal! Passport control was a farce. Only 2 desks manned and no separate queues for EU and non-EU, this just holds everyone up. So 30 min later I got through the passport desk (in about 5 secs). Then there was the biometric queue, completely OTT for transiting passengers. Then the confusing way to get to security. Then the security screen. As noted before, very rude inefficient staff. There is no reason the whole queue should stop because someone has been pulled over for screening, but this is what happens. I will be avoiding like the plague. I'll transit through Gatwick in future. I transited through CDG in March and despite its bad rep it was a dream!




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