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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2/10

London Heathrow Airport customer review

(Australia)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
4/10

London Heathrow Airport customer review

(Netherlands)

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!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(United States)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(Australia)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
1/10

London Heathrow Airport customer review

(Switzerland)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
10/10

London Heathrow Airport customer review

(United Kingdom)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
1/10

London Heathrow Airport customer review

(United Kingdom)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping N/A
no
6/10

London Heathrow Airport customer review

(Spain)

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.
Queuing Times 12345
Terminal Cleanliness N/A
Airport Shopping N/A
no
na

London Heathrow Airport customer review

(United Kingdom)

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!
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
9/10

London Heathrow Airport customer review

(United States)

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.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes