Home Page

 

London Heathrow Airport Passenger Reviews and Heathrow Airport Traveller Reports

  4 Star Airport

a World 4-Star Airport

   
 

  Add your London Heathrow Airport Review

  London Heathrow Airport 4-Star Ranking

 

 
London Heathrow Airport
3.5 Star Rating: Good
727 reviews

 



PAGE

1 2 3 4 5 6 7 8 9 10
 








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

Rating : 10/10

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

Recommended

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



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

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

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



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

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

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



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

Rating : 0/10

Queuing

Cleanliness

Facilities

Recommended

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



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

Rating : 5/10

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Queuing

Cleanliness

Facilities

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

Cleanliness

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!




PAGE

1 2 3 4 5 6 7 8 9 10
 


If you experience any problems submitting comments on the above link, please use our general   Feedback Page

 




top

back to top




| Home | Airline Opinions | Legal Notice | Airline Ranking | Airport Ranking | Advertise | Passenger's Choice Awards | Site Map | Contact Us | Links |

1999-2012  Copyright Skytrax