London Heathrow Airport

Cramped buildings with lots of lost passengers with no one to help them. Dark interior probably to hide the problems. Security queues too long although security scanners are not being used - although Terminal 5 is ok as only British Airways uses it. Taxes to use LHR are far too high and compared with other main international competitors taxes are much lower giving LHR a disadvantage.

Terminal 3A dreadful first view of the UK. No fast track facility although airline had issued us with fast track tickets. Assistance booked but wheelchair only took me half way to baggage handling. Everywhere was scruffy. I flew in from Bangkok where the airport was clean well staffed and efficient. Cant we do better than this?

I used T5 and T4 for arrival and departure. T5 was very good on departure with lots of eateries and places to sit and relax. However arrival was shockingly bad. I had to queue at immigration for 1hr 55 mins with only 2-3 desks manned. I don't believe that border control staff don't know flight schedule and are not prepared to see a couple of B747 arrive about 3 pm. Same happened couple months ago when I arrived on the same flight at the same time. Same experience: lots of staff to manage the queue and almost no one to process passengers. EU desks even when empty don't invite "all other passports" to ease congestion. Is LHR going to become a second CDG? At T4 immigration line was managed well with digital signage system.

I use LHR often as most international flights pass through this airport. However I would not use it if I have the chance. The queues at the 'All Other Passports' section are very long and I often have to spend more than one hour in the queues. The departure lounge at T3 is very crowded and shopping facilities are lacking. The only plus about Heathrow is that it is served by the London Underground which makes it convenient if there are no strikes or engineering works.

T5. The queuing system for arrivals (passport check to security with the escalator) is totally amateurish and unacceptable - it is much too cramped poorly designed and there are at least 3 waiting points. The amount of staff required to control passenger flow is above normal the security queues block passages to other queues because of lack of space. Seeing the amount of space the airport authorities devoted to shopping versus passenger security clearly you consider passengers cash cows.

Arrived at T4 from Tokyo via Moscow. Our flight landed around 20.00 earlier than scheduled but a long walk to immigration. At immigration there was a long queue for non-European section. More than 10 gates were open but suddenly all gates except 2 or 3 closed at 21.00 as officers finished their shift even with hundreds people queuing still. We were so angry. After queuing 1.5 hrs I managed to go through immigration. Also Heathrow does not offer free WiFi while many Asian airports do.

Flew in to T1 and departed from there. If you fly LX it takes at least 20 mins to get to immigration and the walk seems to go on forever. Immigration is usually quick and if you have a biometric passport you can use the e-gates. Baggage claim is functional and seems efficient enough. The good thing is that the tube runs frequently from T1 but again the walk is rather long in comparison to T5. Check-in efficient but not friendly. Departure is fine but security can take quite long at times. Airside there are some shops and overall it is quite good. However the walk to the gates are again endless. I think T5 is still better.

Sunday evening flight T1 to MAN. 10 minute queue at check-in but staff friendly polite and apologetic for the delay which is unusual. No queue at security who were also unusually friendly and polite. Flight over 1.5 hours late due to delays earlier in the day. Facilities are still very good airside.

HKG afternoon arrival at T3. Non-peak hour arrival meant no queue at passport control. However T3 did look a little aged and the rude immigration officer at passport control made a really bad impression to the airport and to the city. Evening AMS departure at T5. A brand new terminal with no queue for check in and security checks. Big and spacious terminal with plenty of shops to spend the time while waiting for flight.

I used Terminal 5 for the first time last week - and what a disappointment! The check-in area is spacious and I was through security in record time but the main departure area felt cramped and crowded. Yet again there are too many shops and too few places to eat - another shopping mall. If BA buys BMI's slots where are all the extra passengers going to go?