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
Sort Reviews by :
Show
na

London Heathrow Airport customer review

(United Kingdom)

Terminal 4 was yet again a nightmare for me. Being disabled with breathing problems I had asked for a wheelchair from the plane. I had flown in from Goa via Mumbai and had no problems and so much help until yet again I reached Heathrow. No wheelchairs and about a dozen or so people waiting for help. Eventually some buggies came and I was told the chair would meet me at immigration. How wrong that was. From there I was left to struggle through immigration baggage reclaim and customs. I asked why the chairs were not there and was told they don't have enough and couldn't find any. At least it was better than last time on the 25th February. Then there were no wheelchairs or trolleys and they couldn't find them as they were all outside. I was left to struggle and no help whatsoever. Disgusted with Heathrow Terminal 4. Very poor customer service.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping N/A
no
9/10

London Heathrow Airport customer review

(United Kingdom)

Visited terminals 4 and 5 and found travel between the terminals though not as a transit passenger easy and efficient. Terminal and BA staff extremely helpful with all enquiries.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
2/10

London Heathrow Airport customer review

(United States)

Impossibly long queuing in Terminal 5 international connections every time - at least one and quarter from arrival to gate of departing flight. No time for shopping dining without angst. 4 times through and still not clearly organized traffic flow backed up to exit from arriving gate etc. Anyway this might be improved with better foot traffic flow management? Otherwise abominable.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(Hong Kong)

I too will try to avoid Heathrow in future. My bags got caught up in the June 6th baggage system "IT issue" and I still have no word on them one week later. They were to have been delivered on June 8th to Rome but then BA cancelled that flight and no one at Rome airport or at Heathrow seems to know what happened to them even as I was leaving Rome to return to London. Then my connection back to London was cancelled with only a message to "ring if you want to re-book" - totally unacceptable given that I had a connection from LHR to Dulles and it was clearly visible in the system. I am Emerald One World and am on a Business Class Round the World ticket and that is the treatment? I will try to go via other airports and avoid BA in future.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(United Kingdom)

Arrived T4 to collect relative on flight from China. Heathrow and airline live boards online both showed plane on time at 15.25. Flight arrival board shows expected 17.56! Over a two hour delay. We are now stuck at airport paying exorbitant parking fees for probably 3 hours. There is no desk to complain to. Just told by member if staff to register a complaint online. The web was updated at 15.40. Did they suddenly realise the plane was missing? Not good enough Heathrow.
Queuing Times N/A
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(South Africa)

Terminal 1. Totally under-staffed at the security area. We waited 40 minutes as they pulled both our hand luggage off. One staff member and they were checking nearly every passenger with a carry on suitcase. Very slowly. 25 minute walk to our SAA flight. Why on earth would you move the gate to Terminal 2 when it is not open. Disgraceful. 2 hours to check in clear security and get to the gate. No-one checked our passports until we boarded the plane. T5 is far more efficient.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
9/10

London Heathrow Airport customer review

(United Kingdom)

T5 returning from Mumbai. Was out of the plane through immigration collected bags and was in my car in the car park within 45 minutes. How good is that! I think it's one of the those places where your view is governed entirely based to the specific experience you had on your last trip. For me it was perfect.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
2/10

London Heathrow Airport customer review

(United Kingdom)

The first toilets on landing at Terminal 3 were an absolute disgrace - filthy overloaded bins dryer not working locks on doors broken. One of our party is disabled and required assistance which was ok from the plane to Terminal 3 but then left in lounge with no idea of when she would be collected and taken to passport control and to collect her luggage. We were unable to help her as no one had any idea of how to contact the disabled lounge. She eventually hobbled out on her own and was rescued by passport control. I will never use Heathrow again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
3/10

London Heathrow Airport customer review

(United States)

Heathrow is in short a mess. Getting around is a confusing mishmash of walkways corridors escalators and busses. Signage is clear but the airport is nevertheless extremely difficult to navigate efficiently. I have never seen so many people racing through a terminal apparently trying to navigate the complicated layout numerous times to find where they should be. I am fortunate to usually travel business class so I can avoid the cavernous dirty hot noisy and smelly main waiting areas in favor of a private airline lounge. The terminals seem to be organized to generate sales at the stores and restaurants and not for passenger comfort or convenience. Immigration lines are very long and extremely slow which seems to be a problem at airports everywhere. For anyone changing to a domestic flight I would recommend at least 3 hours transit time. Several times baggage claim has been a single carousel serving many flights crowded with hundreds of people. The ensuing chaos makes for understandably frayed nerves and short tempers. Did I mention the airport is dirty? I have noticed on the London subway that the locals just leave trash everywhere but in trash cans and they do the same at Heathrow. Unfortunately it appears to be picked up infrequently.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
na

London Heathrow Airport customer review

(United Kingdom)

Arrived at Terminal One Heathrow 1.30 pm 1 June 2014 . Seemed like a 2 mile walk to immigration long wait then half a mile walk to baggage reclaim. Small room and 300+ people waiting around a single carousel. Had to wait 60 minutes for baggage to come off and at first only 1 bag every 30 seconds or so. Explanation for wait was that there were "staff problems." No other explanation forthcoming. This airport is an absolute disgrace! Filthy dirty airport heat stifling. Took 90 minutes to collect my bag. Staff non-existent. My partner is disabled and almost fainted. I will never fly out of this airport again.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no