London Heathrow Airport

Customer Reviews

4 star Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Queuing Times 12345
Food Beverages 12345
Airport Staff 12345
Customer rating from 1023 reviews
4/10
4 star Skytrax Rating
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1/10

"backward in its security processing"

(United Kingdom)

Trip Verified | Heathrow remains backward in its security processing, and has made no advances in introducing Smart security across the different terminals. A single lane at Terminal 2 is the best I have seen during the past year. The BA First security was chaos this morning, accompanied by dismissive and rude staff. In the past week I have visited Munich and Tokyo Haneda airports, and they are simply years ahead in terms of technology and having pleasant staff working at security. Why do we have to constantly accept second best in the UK, whilst pretending that we are an advanced nation? Maybe the new CEO can do something, the previous one was clearly a waste of space.
Experience At AirportDeparture Only
Date VisitNovember 2023
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"an unpleasant and stressful experience"

(Germany)

Trip Verified | I arrived at terminal 3 and had to transfer to terminal 5. The incoming flight was delayed by 2h and I was left with 1h for the transfer. There was nobody at the gate to assist and the confusing signage didn’t make things easier. When I finally got to the security check, fast track was closed. There was a sign saying that if transit time is less than 60min, to contact the staff. Mine was 25 min, and when I mentioned it to hear she replied sarcastically that everyone is late and ignored me. I made it just before the gate closed. This was an unpleasant and stressful experience and will avoid Heathrow in the future
Experience At AirportTransit
Date VisitOctober 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
6/10

"It took over a hour to transfer"

(Ireland)

Not Verified | It is difficult to appreciate the size of Heathrow. We did not have boarding passes for our second flight, so had to transfer from terminals 5 to 2 landside. Miles to walk, directions poor but plenty of helpful staff, and a free underground train. It took over a hour to transfer.
Experience At AirportTransit
Date VisitNovember 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
1/10

"extremely confusing"

(United States)

Not Verified | I found this airport to be extremely confusing, dirty, employees rude. I flew into Heathrow to connect to Milan and they required me to go through security again. I had to repack my suitcase while in line so to put my liquids in a baggie (only 1 baggie was accepted), all other products I had carefully packed were thrown out. I had items that are for my medical condition and they were unpackaged and thrown into the bin for all to see, to my embarrassment. Then the employee said I needed a prescription which these items are over the counter in my country. The insensitivity was horrible. I will never fly through this airport again and if you’re reading this I strongly urge you to think twice about it.
Experience At AirportTransit
Date VisitOctober 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"going through security again"

(Netherlands)

Not Verified | Never experienced when having a transit even going through another terminal, when the travel between the terminals is secured, going through security again. Not even at any other airport I had a transit from.
Experience At AirportTransit
Date VisitOctober 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
1/10

"seemed to be totally disorganized"

(Australia)

Trip Verified | We arrived on time. It took ages before the plane arrived at the ramp because Terminal 4 seemed to be totally disorganized. Passengers baggage was removed from carousel 2 for an inexplicable reason and passengers waiting at the carousel could not find their bags. This airport is crowded, dirty, dated and disorganized.
Experience At AirportArrival Only
Date VisitOctober 2023
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Airport Staff 12345
no
3/10

"3 hour wait for clearance"

(Malaysia)

Not Verified | This review is for Terminal 3 at London Heathrow - LHR. The delayed flight from Singapore and Sydney arrived 2 hours late and as a result we had a 3 hour wait for clearance with so few border control counters opened. We got to our counter 3 hours later and then baggage was already awaiting our arrivals. Arrival hall was a mess and chaotic. Such a terrible experience at one of the first world's busiest airport.
Experience At AirportArrival and Departure
Date VisitSeptember 2023
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"worst experience at an airport"

(United States)

Trip Verified | I passed through this airport to catch a connecting flight to Newcastle and it was the worst experience at an airport I've ever had. The first time I went through their security, the agents gave no instructions whatsoever then started yelling at people when they did something wrong. I had to tell off one of the agents because she was telling everyone that my suitcase was holding up the line. Like what is the reason you would do that? To turn the passengers on me instead of your terrible system? When I came back to catch my departing flight, security made me miss my flight. They only had 1 person checking the suitcases that had made the machines go off. The guy ahead of me had very nicely packaged gifts and the agent there was slow and confused about what to do. The manager only came by to give instructions but did not help the process at all. Like she could have looked at my suitcase or have the other agents who weren't doing anything at the front of the line but no. The manager was so incompetent, slow and rude. She blamed me for being held up, having all of my clothes taken in and out of suitcase, and body checked in front of everyone. I don't know why my suitcase went off, I did everything right but as others have said, they have confusing procedures with lazy staff. American Airlines helped me rebook my flight but I had a few panic attacks on the way. As others have said, you actually need to get here 3 hours early. There is a bus to get to different terminals and security is incompetent.
Experience At AirportArrival and Departure
Date VisitSeptember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
3/10

"major airport deficient in such basic info"

(Australia)

Not Verified | Couldn’t find any signs to indicate where my hire car could be picked up from. Found out had to take the underground to terminal 4 and, from there, a shuttle bus to an offsite location about ten minutes away. Very poor to no have any signage advising of this. Staff also unhelpful and not knowledgeable. All up took an extra hour- not do thing enjoyable after a long flight from Australia. Disappointing that such a major airport is deficient in such basic info.
Experience At AirportArrival Only
Date VisitSeptember 2023
Type Of TravellerBusiness
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
Airport Staff 12345
no
9/10

"In all we had a good experience"

(United States)

Not Verified | We arrived on American airlines at terminal 3 gate 25. Maybe we were lucky or it was the time of day but we were through passport control easily the E gates were working I counted 4 open. We went through and to collect our bags and they were al ready off the belt. We were out at the taxi rank within 20 minutes from walking off the plane. Departing 4 days later we arrived at terminal 3 about 630 AM had no wait at the American counter. We used fast track security lane and only took about 10 minutes. The security officers all seemed to have had completely different training from each other except how to be rude and mean. In all we had a good experience. It it just luck or the time of day we were there, maybe. We didn't try any of the food place as many were still closed. The American Admiralty lounge was still quiet and they had a good breakfast. The staff there we nice.
Experience At AirportArrival and Departure
Date VisitJuly 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
yes