London Heathrow Airport

Used Terminal 1 for a return flight to Moscow Domodedovo using Transaero with 3 other family members. Its noticeable how the efforts are trying to be made by Heathrow as a whole to try and improve its status (terminal 5 being a prime example) but there is still room for improvement. Interior looks very dated. Transaero seem to have their check-in zone tucked away from the main area so its a bit of a task trying to locate it. When we arrived there was an ominous-looking queue and we had noticed that the delayed take-off kept on getting extended every 5 minutes! Turned out that our plane was still in Moscow because of the weather so there was a 6-hour delay at most. We were given £25 to spend each in the airport though which explained the queue. Security was surprisingly swift very friendly staff. Giraffe restaurant very good not too expensive. Waiting seats are very hard comparable to park benches. Free Wi-Fi and good range of plug sockets. Something striking is the very long distances to walk to gates. It was a good 10 minute walk even with travelators! On return taxi to gate was very swift and we left the plane quickly. Immigration is in desperate need of a review in terms of services. Very long queues insufficient tables for filling out details (for some reason we weren't given them on the plane). Very grateful to the assistant who led us to the front because of the children (we had already waited 40 minutes). Unfriendly staff at immigration but on the other hand our baggage was all ready for collection and we were able to leave quickly from baggage reclaim.

Flew from T4 on Friday evening of bank holiday weekend. A much improved terminal where everything runs smoothly. Good staff. Nice facilities. Still too many 'upper end' shops as with the other terminals but overall very good with no queuing.

Passing though T5 on my way to Glasgow coming from Singapore. Boarding pass checked 4 times pictures taken of you and staff chatting among themselves instead of trying to get the crowds moving. Airport melted down my 2hour stop over time to nothing - reaching the gate with the final call.

Arrived from Cape Town on BA58. Good flight with BA. However on arrival wheelchair not available as requested - had been provided at Cape Town. Around 12 pax had to walk up the ramp - some in obvious distress. A buggy waiting there took pax through immigration and then 'dumped' them in baggage collection. No help to offload luggage and no wheelchair through to the outside. BA refuses to accept responsibility and the airport ignores e-mails. This at T5 - Heathrow's newest terminal and BA's so call show piece. A dreadful way to treat elderly customers and people with limited mobility. I expected more from both BA and T5. Will avoid in future.

Arrived from Cape Town on BA58. Good flight with BA. However on arrival wheelchair not available as requested - had been provided at Cape Town. Around 12 pax had to walk up the ramp - some in obvious distress. A buggy waiting there took pax through immigration and then 'dumped' them in baggage collection. No help to offload luggage and no wheelchair through to the outside. BA refuses to accept responsibility and the airport ignores e-mails. This at T5 - Heathrow's newest terminal and BA's so call show piece. A dreadful way to treat elderly customers and people with limited mobility. I expected more from both BA and T5. Will avoid in future.

I am all for Security but it is getting ridiculous at Heathrow Airport. Every case/bag seemed to get stopped going through the scanner - one person dealing with about 20 bags and she really took her time about things and kept going off to have a chat. At least one person missed their flight. My bag was stopped because the plastic bag I had my toiletries in was 'not a disposable plastic bag therefore illegal' - their words not mine! They then transferred what was in my see through bag which I have used every week for the last 10 months at every other airport to a 'legitimate' plastic bag. I had one toothpaste and one extremely small bottle of Bachs Herbal Rescue Remedy that would not fit so they told me I had to dispose of them! How ridiculous - I fly every week for work and all around the world will never fly from Heathrow again.

These comments are specifically about Terminal 5. I have been through T5 twice each way in the last month. The last time was arriving this morning on BA72 (25/04/2013) from Muscat. The previous time was to and from Edinburgh. No particular problems on departure but on arrival on both occasions the plane had to be parked away from the Terminal and passengers bussed to the terminal. The process was slow and inefficient on both occasions - it took more than 35mins before someone found steps and buses etc and got the passengers unloaded. This is old fashioned passenger handling technology now only found at second rate airports - why are passengers using the new vastly expensive T5 expected to put up with it?

After a long flight from Australia and landing in London I found it to be dirty no organisation staff not helpful or friendly a great welcome to the country. Toilets were disgusting considering this is a major airport. Not very well sign posted I ended up going up and down in the lift 3 times with my 3 year old daughter and a trolley as I could not make head nor tail where I was meant to go. Flying out from Heathrow I found not much choice to get something to eat or good coffee. There is hardly anywhere to sit before you can check-in and the seats are very uncomfortable. By far the worst airport I have been to!

We travelled through Heathrow yet again this year having done it last year and although the experience was slightly better it still has a way to go. Yet again it was passport control where we felt let down. We were met by a young lady who tried to organise us into numerous queues allowing those in a hurry through first. However my gripe is directed at the 4 'officers' who were situated in the booth next to the one in use who were deep in discussion. If this was training It should have been done out of sight of travelling passengers or could a sign not be used to inform passengers that they are training and not just gossiping because that's what it looked like. Lots of staff around the full airport but I don't think they were all being used to their full potential and some not the most pleasant. As for the lines there it was bordering on the ridiculous as I fel we needed a map to get round them all. This may be one of the biggest airports however I would rather travel through a smaller airport and be treated by polite and friendly staff where I am treated as a human being and not a herd of cattle.

Arrived 6.35 T5 from Sydney then bussed to T3 for connecting flight to Manchester not too much of a problem here then we and 300+ passengers queue for passport check. We had 10 mins until our next flight when others asked if they could go through quicker we were told no we had to wait our turn. We were then fast tracked through to security check which was chaos their attitude was very poor and as far as they were concerned being held up was not their problem. Unfortunately we had a duty free bottle of booze bought in from NZ with us which they took off us and told us abruptly we were not allowed to have this. We were then kept waiting 30mins before they would give my husband his hand luggage back and we missed our next flight. Would never want to use their airport again what impression do they give to overseas travellers to our country? Come on Heathrow get your act together.