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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7/10

London Heathrow Airport customer review

(Norway)

Terminal 3: packed low ceiling. Out-dated. Something should be done quite soon with this terminal. Terminal 5: stayed here during the snow blitz in 2010. Superb design much space lots of check-in counters friendly staff as well. The man let us check in much before we really should. Superb transit area as well. I can see issues popping up very quickly as it's such a big airport.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
8/10

London Heathrow Airport customer review

(United Kingdom)

Arrived from Toronto at 6am ahead of schedule and made a swift transfer to Terminal 1 via Flight Connections. Immigration was also a breeze using the dedicated channel for domestic and Ireland departures. Owing to a ticketing problem I then had no choice but to return to Terminal 3 to see Air Canada/British Airways. In all it took 3 hours to re-negotiate the now-longer queues and make the repeat transfer - mind-numbing after a very long overnight flight! To Heathrow's immense credit I found practically every employee I met to be good-spirited helpful and tactfully humorous; from the lady transfer bus driver to the immigration officials. Several recognised me after passing several times through the Connections centre and they could not have been more charming making a pretty unpleasant experience seem not so bad after all.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
4/10

London Heathrow Airport customer review

(United Kingdom)

Every time I use T5 I regret it. Is it a job requirement that they will only employ rude staff? It made me cringe to watch a BA check-in team member twice shout loudly and rudely at a woman because she accidentally overstepped a line she should have waited behind. Or the immigration woman who was quite abusive to a lady who merely asked - not complained - why a retina scan was needed. Then there is the ability of T5 to lose my luggage even with state-of-the-art baggage systems and a 1.5 hour connection time. How do they manage it?
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
3/10

London Heathrow Airport customer review

(United Kingdom)

LHR Terminal 5 on Friday 6th of July. I had the displeasure of waiting 26 minutes just to drop my bag at the check in counter which did say "Bag drop". Waiting time in security was no better with a 10 minutes wait. Generally speaking the check in experience was very poor and clearly showed that BA is the only customer in this terminal and they are contempt with aware. When I get to one of the many restaurants did the experience improve. Here service was fast and efficient. A visit to one of the many toilet showed them to be fairly well kept and in good working order. Sign posting is a bit messy mainly because the informative signs of where to go drowns in advertising posters for various tax free products. Overall a very mixed but rather poor impression of this new terminal. It could be so much more if just BA and BAA wanted it to.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
8/10

London Heathrow Airport customer review

(United States)

Maybe I got lucky but the transfer experience when going between terminals seems to have improved considerably since my last time here. I was transferring from T5 (BA) to T3 (AA). Signage was generally good staff helpful and the queues short and moved quickly. They even have a special "short connections" line at the T3 transfer security area if you have less than an hour before your onwards flight. Perhaps being here early on a Saturday morning helped but I was pleasantly surprised after expecting the worst. I went from the gate at T5 to my seat in the lounge at T3 in just over 30 minutes; not bad at all for an airport this size. My one complaint is the lack of information on how to transfer to a non-BA airline. All you see are signs that indicate connections within T5 and for connections through "all other terminals". If you don't happen to know which terminal your airline flies out of this can be confusing. On the plus side staff were quite helpful in checking to make sure you were headed to the right line.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
2/10

London Heathrow Airport customer review

(United Kingdom)

Do not attempt LHR if you need wheelchair assistance - arrived from Seattle Sunday 11 am and were lucky to make our 3pm connection in T1 due to chaotic special assistance in T1. We were made to feel like a nuisance to be moved about rather than customers. Also security staff at T1 rude impatient arrogant and when I complained female supervisor backed them up and told me off! A disgrace I would hate to be arriving for Olympics. These staff need to seriously up their game. Have travelled on a number of occasions in USA staff are firm but polite. I am embarrassed for what visitors will think of Britain.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
2/10

London Heathrow Airport customer review

(Australia)

My wife and I travel a fair bit and to date our worst ever experience was at Heathrow Airport. It all started off with a queue that stretched beyond the 1km mark fuelled by a 2 hour wait. We were flying in from Australia with a stop over in Dubai. After a long flight I couldn't remember the address of my friend's place where we'd be staying for a few nights (in London). Once we walked up to the immigration office I promptly apologised for the missing information and informed him that I did have it on my email but can't access it since there wasn't any free Wifi access in that terminal (we flew Emirates to London). The immigration officer rudely pointed towards a row of people who were detained and I believe would've been checked for drugs illegal travelers etc. He said and I quote "next time you forget the address you will be sitting there till you remember where you will be staying" and smirked. I was shocked to see this attitude from someone who was my first point of contact with London. I can't imagine the treatment people will receive when they fly in for the Olympics. I give Heathrow a big zero.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
no
6/10

London Heathrow Airport customer review

(United Kingdom)

T5 arrival on evening of Sunday 17 June - arrived in the domestic area of T5A on a European flight due to the lack of availability of stands - slightly worrying that there are already such capacity constraints given that this facility is only 4 years old! We had to leave the aircraft via steps and then travel by bus to international arrivals. The terminal was clean and bright as usual but there were long queues at passport control (which I appreciate is more the fault of UK Immigration than BAA/BA). Once through passport control I was out of the terminal in about 10 minutes. Helpful to have an M&S in arrivals for essential food purchases and there is clear signposting to the Heathrow Express and London Underground.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
7/10

London Heathrow Airport customer review

(United Kingdom)

Terminal 5 is great for shopping but seems to be designed to maximise walking. Huge queues at immigration and thoroughly charmless staff.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes
8/10

London Heathrow Airport customer review

(Australia)

Terminal 3. Everything went smoothly for departure very little queuing for security enough seating airside.
Queuing Times 12345
Terminal Cleanliness 12345
Airport Shopping 12345
yes