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

"dirty, the staff is incredibly rude"

(Canada)

Trip Verified | Every-time I come here is a terrible experience. It’s dirty, the staff is incredibly rude, their security makes no sense whatsoever. Ridiculous policy I’ve switching liquids over from my already clean airline approved travel bag to their zip up plastic bags, so everyone is scrambling in line to repack all of their things that have already been mindfully packed. Never seen anything like it. I’ve waited hours for bags, had them damage my bags, injured myself on the broken bag pieces and been basically shrugged off and dismissed. The staff is always needlessly, incredibly unkind and extremely slow and inefficient. Luxury stores everywhere but hardly any decent food. I can confidently say I’ve never had a good experience at this airport
Experience At AirportDeparture Only
Date VisitAugust 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

"an embarrassment to the UK"

(United Kingdom)

Trip Verified |  Terminal 3 departures is absolutely awful and outdated. The terminal is grubby and dirty in almost every area, crowded and unpleasant. Staff on security were quite simply rude, disinterested and clearly did not want to be there - the worst I have encountered anywhere. Airside is cramped and chaotic, customers are of low importance to Heathrow and shops are what matters. My flight was from Gate 40, so you have about 1km walk out there. Heathrow is an embarrassment to the UK, and the quicker their CEO leaves, the better.
Experience At AirportDeparture Only
Date VisitAugust 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
3/10

"Plan 3 hours transit time"

(United States)

Trip Verified | Transit documents check was badly understaffed with one agent for 100+ passengers in the queue. Very limited food / beverage options in Terminal 2, toilets spaced far apart and some were locked. Building is attractive and clean but services inefficient. Plan 3 hours transit time.
Experience At AirportTransit
Date VisitAugust 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Shopping 12345
Airport Staff 12345
no
4/10

"liquids to a re-sealable plastic bag?"

(Vietnam)

Trip Verified | Arriving from JFK then transferring to Budapest meant I needed to go through security and even though ground security was shouting what to take out, take off and how to pack your liquids. It was totally insane, why on earth would you need to repack your liquids to a re-sealable plastic bag? People are panicking to repack in line, while taking their belts, holding their tablets and laptops somehow as well. Shoes can stay, but most of the people around me got screened off because of the shoes. It was insane, especially when you have a tight schedule with a terminal change. Then you arrive to Terminal 3, nice and airy, with ads about free Wi-Fi. But I guess not enough routers, because I couldn't log on for the duration of our transfer.
Experience At AirportArrival and Departure
Date VisitJuly 2023
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
2/10

"never connect through here again"

(United States)

Trip Verified | This review is for anyone with a connection through London Heathrow to the United States. While British Airways is increasing the minimum connection flight time to 90 min, due to the horror show that was the connecting flight process at this airport, I would highly encourage more than 90 min. We had an hour and 45 minutes to make our connection and only made it by running through the airport and we were the last ones on the plane with doors closing behind us. We do not have mobility challenges, we followed all airport security rules so we were not held up by security ourselves, we did not stop for a restroom break and went immediately from exiting our arriving flight to the connecting flight area. We were prepared in advance with all liquids in a separate see-through bag so did not pause at the pre security area. The entire process was disorganized, people milling about in confusion and security yelling. I can appreciate that travelers may sometimes fail to follow posted signs or local security rules may require different processes, however, having traveled through many different international and domestic airports this was by far the worst. Security personnel were yelling, even those of us who read the requirements in advance, were prepared, and followed appropriate protocol. If you must connect through this airport, do yourself a favor and build in at least 2 hours for your own sanity. On the flip side, this airport was lovely as an arrival point, if staying in London. We had a great experience arriving and going through passport control, it was organized and simple. We will never connect through here again, I will take a delayed flight in Toronto on my return, rather than risk missing a connection because of disastrous security processes. If you are going through here, put all your liquids in the clear baggie and pull it out of your carryon, it’s not hard and the signs are posted everywhere. Lastly, do not buy any liquids for carryon at duty free from your initial airport if larger than the allowed size, some airline websites say you can speak to security about taking it through with you for your connection, don’t believe it.
Experience At AirportTransit
Date VisitJuly 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Food Beverages N/A
Airport Staff 12345
no
2/10

"I was treated so badly"

(Sweden)

Not Verified | Having any kind of disability and passing through this airport is far from pleasant. I was treated so badly by the staff at the airport. I was picked up by assistance and was going on from London to Dallas in the USA but had plenty of time before the flight there and he asked if I wanted to go shopping because I had so much time. But when I went around to try to shop then said hurry now. I was terribly stressed by the situation so I sat down in the wheelchair because everyone who has a disability is forced to sit in a wheelchair regardless of disability. Then we went towards where they bring people together and he asked can I get a tip now? I was very surprised as they have no right to ask if they should be tipped. But I just said I didn't have loose change and only use credit cards. Then they herd everyone together in a cramped space and you have to sit and wait for the assistants to take you to the plane and it just feels like they are ashamed of you and you feel like cattle. Everyone is treated equally, even those of us who have disabilities that are not visible on the outside. I am worried going back home again and take the flight home through Heathrow and I have to sit in the cramped space for 6 hours without being able to shop or do anything when I go back home to Sweden. Well, the next time I go to visit my daughter in the US, I won't go via Heathrow, it will be too painful.
Experience At AirportArrival and Departure
Date VisitJune 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
1/10

"utter inefficiency is appalling"

(Netherlands)

Trip Verified | Our flight from Orlando was delayed for two hours causing our transfer time to be very short. At Heathrow we had to go from terminal 3 to terminal 4 via bus, which took 20 minutes. Then we had to go through security and the utter inefficiency is appalling. One of the security people decided my backpack was to be inspected. First waiting in line for 15 minutes before my backpack was up, and then this ‘lady’ took out literally everything off my backpack. Then we had to wait in line for a rebooking as we missed our connecting flight. At the rebooking desk there were about 100 stranded passengers with only three people working the rebooking. And of the three people one was only printing out the boarding passes. That left two people to do all these rebookings. I hope someone working at Heathrow airport reads this and feels deeply ashamed.
Experience At AirportTransit
Date VisitJune 2023
Type Of TravellerFamily Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Signs 12345
Airport Staff 12345
no
4/10

"Why all the luxury shops"

(Switzerland)

Not Verified | Made an 8 hour transit in this airport. I found no way to smoke at the airport during my transit. Everything is expensive, including the food. The charging seats were taken, too many people for the airport. Why all the luxury shops, I don't care about them.
Experience At AirportTransit
Date VisitMay 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
1/10

"short of decent fast food"

(United Kingdom)

Trip Verified | Terminal 5 short of decent fast food and sit down establishments with rip off pricing to me.
Experience At AirportArrival and Departure
Date VisitMay 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
8/10

"Quite happy to use T4 again"

(United Kingdom)

Trip Verified | We departed from LHR T4 and returned a couple of weeks later. The overall experience is positive. T4 is not that busy a terminal compared with say T2 or T5. Check in was quick and the security queue not long. The security staff were polite. There are a reasonable number of options for eating and drinking after security and seating is plentiful. Toilets were clean. Only real criticism is the electric buggies that seem to drive too fast through the passengers! Arrival was good, no queue for e-gates for UK passport holders and the baggage was delivered promptly. Quite happy to use T4 again.
Experience At AirportArrival and Departure
Date VisitMay 2023
Type Of TravellerCouple Leisure
Queuing Times 12345
Terminal Cleanliness 12345
Terminal Seating 12345
Terminal Signs 12345
Food Beverages 12345
Airport Staff 12345
yes