London Heathrow Airport

Customer Reviews

4 star Skytrax Rating
Terminal Seating 12345
Terminal Cleanliness 12345
Queuing Times 12345
Customer rating from 905 reviews
4/10
4 star Skytrax Rating
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1/10

"Totally unacceptable"

(United Kingdom)

Not Verified | From landing to exiting the airport took 3 hours! This is meant to be a world class airport and this took almost as long as the flight itself. Totally unacceptable.
Experience At AirportArrival Only
Date VisitOctober 2019
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
1/10

"horrendous experience with the tax refund office"

(Malaysia)

Not Verified | I’m compelled to write this review after a horrendous experience with the tax refund office at T4. British wit and world famous repute for good education and common sense is no where evident as we queue in dingy surroundings, eye sight gradually deteriorating due to faulty blinking fluorescent lighting, somehow no money forthcoming from the coffers of the wealthy British Empire for a replacement tube. Rows and rows of happy holiday makers after enjoying gentle British hospitality, cursing the somewhat hostile system of tax refund, obviously aimed at discouraging visitors from claiming what is rightfully theirs, in a cunning, sneaky, unfriendly, money-faced manner. Having travelled extensively, contributing to the healthy economies of a large number of countries, I can safely say this tax refund system and premise to be the absolute worst, even surpassing Paris’s CDG many times over. Common sense dictates more counters required for expeditious service, better ventilation (!) in a bigger area, toilet facilities, seating areas for the elderly and those with children and properly functioning lights (basic requirement!). This system of screwing visitors is keeping the economy afloat in a most underhanded manner. How disappointing that we leave Bonny ol England with this impression and what a put-off!
Experience At AirportArrival and Departure
Date VisitJanuary 2019
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
no
10/10

"plenty of signage and helpers"

(United Kingdom)

Trip Verified | Still the best airport I’ve been to, it’s quick and easy to get through check-in and security. Duty free is good, and a fast transfer is made easy by plenty of signage and helpers.
Experience At AirportArrival Only
Date VisitSeptember 2019
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
yes
2/10

"Very confusing and complicated"

(United Kingdom)

Not Verified | Baggage drop off for my mum, traveling to Singapore. Very confusing and complicated. We had already done online check-in the night before and still had to wait 25 minutes for baggage drop. Also very difficult to find the right queue.
Experience At AirportArrival and Departure
Date VisitSeptember 2019
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
8/10

"impressive for a harshly criticized airport"

(United Kingdom)

Not Verified | This was the very first time in Heathrow, really impressive for a harshly criticized airport. First of all, very clean airport. Terminal 2 is always spick and span and presentable. Signs are very helpful, want to go to the tube? Arrivals, then underground. Don't know the terminal you're going to? Check their website and find your airline's terminal. Queuing times are efficient as they take into account the intense amount of passengers that go through the airport, just not the planes, you'll be waiting 10, maybe 20 minutes waiting to take off, possibly missing a connecting flight. Seating wise, the seats are quite good to rest on for a person who lives quite far from airports. The food is fatty but really tasty. I expected so much less from an airport like this. The staff are genuinely lovely. Especially some of the staff at the UK border that are pleasant to speak to. Overall, a very good airport to fly in if you're not on a time crunch.
Experience At AirportDeparture Only
Date VisitAugust 2019
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
yes
1/10

"there is no excuse for their hostility"

(United States)

Not Verified | The screeners were vicious morons. If a sensor lights up, that means certain areas are to be inspected. Fine. But a lit sensor did not mean that I was guilty of something. The screener pummeled me and kept saying, "Ma'am" in an officious tone. I am a little-ish old lady with blue eyes and light brown hair, an American of Germanic descent. I have not been out of the United States since 2008, on a cruise in the Caribbean. I would be stunned if anyone could find a terrorist of my description but the screener acted as if I were carrying a grenade. I realize that your screeners may not be the brightest of people but there is no excuse for their hostility and complete lack of common sense. There is no other word than, "Bully." If the screeners keep up at this, someone is going to sue them for battery. We have relief in common. I would rather be buried alive than travel to England again and the screeners will never see me again. The trip was supposed to be a birthday celebration for me. Not much of a celebration.
Experience At AirportArrival and Departure
Date VisitSeptember 2019
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
10/10

"plenty of helpful staff"

(United Kingdom)

Not Verified | Quick efficient passage, through Terminal 2, plenty of helpful staff available to assist, check in and Security queues were minimal. Security staff efficient and quite pleasant, terminal was fairly busy but clean and tidy and easy to navigate from entrance to departure gate.
Experience At AirportDeparture Only
Date VisitAugust 2019
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
yes
9/10

"a very good to excellent terminal"

(United Kingdom)

Trip Verified | Leaving - T5 is still one of my favourite terminals. there have been some changes since my last visit in 2017. Self Check in is now the norm. At 05.30 on a Friday morning, it wasn't that busy. Terminal signage indicated that South was less busy than North for getting through security, and indeed it was and it delivers you right outside the Gordon Ramsay restaurant, which is excellent! Flight left from C57, which must be one of the furthest gates from the main terminal. It is also a long walk to the plane from there. Arriving - E-Gates are now the norm for immigration. It was quite busy, and I fear that if there is a Hard Brexit, it will be very chaotic at the UK Border. Bags from my flight started to arrive on the belt as I arrived in the Baggage Hall. Overall still a very good to excellent terminal.
Experience At AirportArrival and Departure
Date VisitSeptember 2019
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
yes
1/10

"there was no trolley"

(United Kingdom)

Not Verified | I traveled with my family from terminal 2 to USA. Came back on terminal 2. The biggest issue was claiming baggage there was no trolley at all to keep your bags.?when I asked them they said they run out of trolley. After an hour of claiming our bags I found 1 trolley and some how managed to came out. When we came out I can’t believe it but there was so many trolley outside - airport staff was just going around but not bother to bring the trolley inside the airport. Very disappointed. I think they not bother about service.
Experience At AirportArrival and Departure
Date VisitAugust 2019
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
9/10

"No hassle at all"

(United Kingdom)

Trip Verified | Terminal 5 is a very good terminal. There is lots of space and the queue times are not very long. Security would be my only issue, as a lady was very unpleasant to passengers queuing up for security. Through security, there are a good range of shops and food options at a reasonable price (for an airport). There were plenty of departure screens and signage was good. No hassle at all when travelling through Heathrow Terminal 5.
Experience At AirportDeparture Only
Date VisitAugust 2019
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