✅ Trip Verified
| Avoid travelling from LHR T2 if possible. Otherwise, allow around two hours to check in (digital) and drop off your bags (human operator) and around one hour to get through security, and that's on top of the two to three hours usually recommended. The system was shambolic and the process painfully slow. Infrequent travellers will likely find the experience quite stressful, while business class upwards seem to be processed without delay. As an infrequent traveller, I found the signage and directions inadequate - in the lifts when getting to T2 - which lift to use, what floor to get out on, what floor the lift was at, at check-in, there was no obvious signage explaining the universal queuing system or the need to get your own baggage label from a machine, the queue to drop off bags was very long and snaked around the place, so get a trolley - not only for your bags but for also for something to rest against! Security was impossibly slow. At one point, all the queues seemed to be full. The queue I was in barely moved until another machine was opened after asking three members of staff to try and speed things up. One traveller was overheard saying he had just ten minutes to get to the gate and was told he'd have to queue, which seems unreasonable when the facility to fast track some travellers exists. Surely this is not the kind of customer experience envisaged in 2014 when a representative reportedly stated that the customer would be at the centre of the terminal's design! Any investment in facilities matters little when travellers emerge from check-in and security stressed with insufficient time to browse the stores, enjoy a meal or even a cup of tea, not to mention use the bathroom facilities. On the other hand, nearly all the members of staff were terrific - helpful, courteous, professional and understanding. The problem was that they were too few. In short, many check-in machines, drop-off desks and security scanners stood idle and human operators were in short supply while customers lugged bags around a cordoned maze and queued for hours at both check-in and security. LHR should be able to do better than this. In contrast, Phnom Penh International Airport was very efficient, with clear signage. sufficient staff and quick processing through immigration and baggage pick-up. I rather suspect that LHR managers/decision makers should listen to and learn from the staff.