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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3/10

"staff at security were exceptionally rude"

(Switzerland)

Trip Verified | The staff at security were exceptionally rude. There are no pleases or thank you’s. They don’t look at you. The mumble instructions. Although there were no queues and we got through quickly they could make it a much more pleasant experience by being polite
Experience At AirportDeparture Only
Date VisitFebruary 2024
Type Of TravellerFamily 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
yes
1/10

"worst airport I've ever been"

(France)

Trip Verified | The worst airport I've ever been to as a frequent traveller. The buses between terminals take forever and I had to take two buses to get to the terminal of my next flight. Security for transits are ridiculous.
Experience At AirportTransit
Date VisitJanuary 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Wifi Connectivity 12345
Airport Staff 12345
no
2/10

"staff couldn't be understood"

(Germany)

Trip Verified |  My flight got delayed, no information, the staff couldn't be understood. Use the flight screens you have hanging around.
Experience At AirportDeparture Only
Date VisitJanuary 2024
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
6/10

"No smoking facility on the airport"

(Netherlands)

Not Verified | No smoking facility on the airport. Signage confusing the sign says C40-59 I am to go to the C gates. Where are C1 to 39? Boarding BA055 was very confusing, we were waiting in the wrong spot although the shown gate number was correct. BA staff were trying to call groups for boarding, they could not be heard. Use a screen or sign also. Only British style plugs for charging a phone, no USB or euro plug available. Food prices are high. Gates are announced very late, so you have to wait near the very expensive food shops. Tax-free prices in the shops re higher than on the street.
Experience At AirportDeparture Only
Date VisitDecember 2023
Type Of TravellerCouple 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
2/10

"no money being spent on some upgrades"

(Canada)

Not Verified | I was shocked at the state of Terminal 3, it is disgustingly dirty. The very low ceilings with minimal lighting. I mapped my walk from landing till arriving at the Tube station, one point two miles. Seriously. No trolleys till you get to baggage claim. Waited an hour until we finally got our bags. I appreciate it’s an extremely busy airport, but why is no money being spent on some upgrades. Departing two weeks later was a little better, but very crowded seating areas, overflowing garbage cans, and another really long walk to gates. Also, very few toilets.
Experience At AirportArrival and Departure
Date VisitDecember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Airport Staff 12345
no
1/10

"lines are endless, process hectic"

(Ecuador)

Trip Verified | Never choose to change planes at Heathrow terminal 5. They make you go thru security, lines are endless, process hectic. Nobody cares your connecting flight is about to depart. My incoming European flight got to Terminal 5 on time, I had 90 minutes, and almost missed my transatlantic flight.
Experience At AirportTransit
Date VisitNovember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Signs 12345
Wifi Connectivity 12345
Airport Staff 12345
no
7/10

"lack of working plug sockets"

(United Kingdom)

Trip Verified | Terminal 5 at Heathrow was not so busy and security was easy and free flowing. The airport was clean and easily navigable. The only major disappointment was the lack of working plug sockets to charge phones, I must have tried 5 or 6 and not one worked.
Experience At AirportDeparture Only
Date VisitNovember 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
yes
5/10

"Passport control is OK"

(United Kingdom)

Trip Verified |   Arrived T5 domestic and departed T5B gates international. Arrival OK and easy walk to Connections Centre for onward connections. Late arrival meant missed connection and overnight stay, not the airports fault. Next day departures security OK, moved reasonable OK, some confusion about what was and what was not allowed through - electronics in or out for example? Reasonably quick at 2nd scanning of bags if needed. Airport T5 main building very busy. B gates and C gates very quiet with only a few food/drink and shopping opportunities available, most of which closed about 20:00 so if your flight departs after then be aware. Transit train from main T5 to B and C gates runs regularly and it is also possible to walk between each part - good signs and timings along the way as it is all underground. Arrival on a remote stand at T5 means a bus to the terminal which does a full tour of that part of the airport and adds considerably to journey time, especially on a short connection. Passport control is OK as long as your machine readable passport is accepted by the machines, if not it might take a while to have your passport seen by a person.
Experience At AirportArrival and Departure
Date VisitNovember 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Wifi Connectivity 12345
yes
2/10

"carry a 1 litre bottle of water through security"

(United Kingdom)

Trip Verified | I use to work at Lhr for 6 years for one of the airlines so I am very familiar with the airport. I had just arrived in T2 and I had to get to Terminal 5. T2 looks fine long walks but eventually made it to arrivals in a reasonable time frame. It should have been a simple one stop journey on the train to T5. After walking all the way to the station entrance (count at least 5 moving walkways) the barriers were closed and I was advised that there are no trains to T5 but nothing was signposted. This is at 5pm on a Saturday afternoon. I was advised to go to the central bus station and get the H30 bus. walk back down two moving walkways with luggage, get a lift to central bus station. That central bus station looks like a big barn with 3 exits and you do not know where the exits lead to, I couldn't find this bus, No one to help so I ended up taking two local red buses to terminal 5 thanks to citymapper. It still took 50 mins waiting in the cold for the change of bus with no where to go bathroom. After arriving from Istanbul airport (where all flights arrive one terminal even though it's far from the city) it made me see the British have not really have a plan for the next 50-75 with the main London airport. Instead they choose to build on top of an old structure which means it's not efficient and this inefficiency comes at the passenger experience. Also when departing Istanbul I didn't have to dispose of any liquids, remove a laptop or put anything in one plastic bag. Istanbul Airport allowed me to carry a 1 litre bottle of water through security. Developing countries are taking away future business to their hubs. We should be really concerned, We should be building something new and big outside of the city, this airport cannot cope with future airport growth.
Experience At AirportArrival Only
Date VisitNovember 2023
Type Of TravellerSolo Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Wifi Connectivity 12345
Airport Staff 12345
no
1/10

"Absolutely shocking Terminal 3"

(United Kingdom)

Not Verified | Absolutely shocking Terminal 3. Dirty, worn, inadequate for purpose. Terminal has little or no Facilities before Security. Boarded up Units, a couple of Coffee Shops, WH Smith, M&S and a few other shops downstairs. Staff are typically surly, unknowledgeable, unhelpful and clearly just give the impression that they just don’t care. After Security it can only be described as awful - overpriced Shops, Eateries, Poor uncomfortable seating, Tables and benches not clean. This atmosphere was accentuated by the Gate staff for my Flight to Las Vegas. -Inadequate Speaker system - no one could hear the Group numbers being called / staff running around doing god knows what / no one in charge / passengers not listening to anyone except those they were travelling with. British Airways and Heathrow are a disgrace.
Experience At AirportDeparture Only
Date VisitNovember 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