Heathrow Airport Reviews 1,221

Rude and arrogant staff

Awful experience flight was supposed to takeoff at 8:45 got delayed to 10:00 due to a power outage in the summer heat supposed to fly with Singapore airline a380 flight got canceled since guy at a store gave me a free pencil though but I saw emergency vehicles right next to my plane got me all freaked out but like I didn’t really want to leave anyway so yeah but Singapore Airlines gave full coverage for stuff like airport hotel so that’s cool and they gave us a £25 refreshment voucher per person I was with my friends though so that’s cool kind of lighten up the mood but if I weren’t with my friends I would have crashed out so bad but overall experience was ok

T5, usual disaster (probably not helped by fact England were playing Ghana this evening). No buses to collect passengers arriving on BA flight from Rome that was parked on remote stand. Then waited an hour to receive bags. If that wasn’t enough, pay machines at car park exit were not working and system appeared to freeze. Utter chaos.

This is in 2 part
-firstly abysmal service from Heathrow assisstance;2 wheelchairs booked after lengthy delay only one turns;taken to halfway house 2 assistants there who did nothing 20 mins later help arrives.The driver says he has run out of hours so we stop well short of the Sofitel.He is refused overtime .In the morning 2 wheelchairs booked only 1 arrives
-secondly the response to the complaint;they have had it for almost a month an acknowledgement but no response. An email to the MD has not even had the courtesy of an acknowledgement
Terrible.

If you value your health and want to eat wholesome, meat-based meals, bring your own food when traveling through Heathrow Airport. You simply won’t find those options there.

The process of transiting from T3 to T5 was challenging enough it but the movement thru security was an utter disgrace. I did have a chat with a gentleman who identified himself as a manager. I questioned the lack of instructions to passengers and a shambolic process for deciding which bag would be screened. To give that some context. On the approach to the security point the only instruction I am aware could see advised me to tell the manager at security if the flight was due to depart within 45mins (it was), I tried. Nothing more than a glance.

I arrived at the security point placed my bag into the tray, was advised I should remove my belt. I didn’t have one so off I went. Stood on the designated points for screening to hear the request what’s in your pocket I advised a tissue, “it’s a screening machine you have to remove everything” I chose not to respond, I was then subjected to a more intimate search, which failed to find anything, other than the tissue. Whilst this was going on my wife’s bag was sent for further screening 10mins later i returned to see what the issue was, her bag was 3rd in line but the process for selecting what bag was handled next was a bit of a lucky dip. I took the opportunity at this point to speak to the manager. His explanation was “it was busy” I was aghast, he then advised had assigned another person to assist. (This now resulted in 5 people standing in the area)????? My wife’s bag had been selected for random screening swab, duly done and off we set.
The board was indicating the gate would be advised at 1644hrs and would be assigned in zone A.

1646hrs the board updated to gate 44B!

By now the urgency of the connection was foremost in our minds as we made our way to the gate. Signage indicated a 15-20 min walk! Stress levels off the scale. I’ve never missed a flight, so the impending gloom of getting even close was most unnerving.to arrive at the gate to see a queue round the block!!!

What an absolute farce. Not good enough T5.

Terminal 5 made up their own rules. TSA security didn’t even follow their own rules. Threw my water away while they allowed my girls to go in. Was randomly selected for bag check the bigger boss said my bag was good to go the little fellow with the longer dreds decided he wanted me to open my bag and swabbed everything I had mind u his boss said it was good to go. Then he proceeded to tell me I’m making the process longer by asking questions. He should b writtion up for not following his bosses orders. Horrible experience

Was randomly selected for a pat down and there is quite a bit of walking to get to some terminals - otherwise not the worst but could have some improvements.

I had one of the worst airport experiences of my life at Heathrow Airport.

I was traveling business class and arrived to check in my luggage, only to be told that the baggage belt was not working. Instead of providing assistance or a reasonable alternative, I was instructed to take my heavy bags to a distant check-in location.

When I explained that the bags were very heavy and expressed concern about carrying them such a long distance, the employee showed no empathy and offered no help whatsoever. We asked to speak with a manager, hoping for a more customer-focused response. Unfortunately, the manager was equally dismissive and simply stated that they do not assist passengers with moving luggage.

What disappointed me most was not the equipment failure itself—these things happen—but the complete lack of courtesy, understanding, and professionalism shown by both the staff member and the manager. Rather than acknowledging the inconvenience caused by the airport's operational problem, they treated our concerns as though they were unreasonable.

For an airport of Heathrow's size and reputation, this level of customer service is unacceptable. Based on this experience, I would rate Heathrow below zero if that were possible. that were possible.

They try to scam you to make it difficult to pay the drop off charge. Then they lose your baggage.

Waiting 50 minutes for bags to arrive at the carousel in T5 on a flight back from Shanghai. Almost an hour and a half after we landed.

There must be lessons they can learn from other airports.

The amount of money they charge for parking is clearly not being reinvested into using reliable technology or hire competent people. I prepaid parking months ago yet had to wait for someone who was just having a chat with his mate and not answering the call firstly then finally picked up and took 5 minutes to find my booking. Absolute shambles.

I will avoid BA if I can. They are only in business because they are a monopoly. Terminal 5 is a prime example of automation gone wrong. I couldn’t find staff to help during check in. I was allowed two bags to check in but was travelling with one and it would not let as I was a few grams over the limit. Airports in developing countries run better than this terminal. Never again if I can!

Avoid the terminal 2 and 3 long stay car park. Waited 35 minutes for shuttle bus from terminal 2. Never again.

90 minutes appointment took 240 minutes travel to the site to overcome bad weather absolutely amazed after error of the error. Despite making it absolutely clear to the receptionist what I needed wrong back window was ordered then advised by the receptionist wrong screen had been ordered because my number plate was on a different vehicle number number plate. Yes that was case 8 years ago.
Then finally, an expensive non-sleep boot cover kept mow them

One of the worst Airports. No where to relax and sit outwith the restaurants between connecting flights.

Every single person we interacted with at Lond Heathrow was pleasant and friendly (in the Delta/Virgin Atlantic side of the airport and accompanying services). The person Delta checkin counter especially was helpful and pleasant. So many times in big city airports in the U.S. like New York/La Guardia you come across people angry and aggressive and generally unpleasant. Thank you!

Discrimination and rude staff ,
avoid this airport

Generally have an okay experience at Heathrow but today was the worst experience I've had at T5 North side prior security checks. Boarding pass did not scan through despite QR code or boarding pass therefore I was directly to a manned station by a member of staff. Another staff proceeded shouting at me despite me doing the right thing and kept speaking to me in a condescending way despite my explanations. When I proceeded to queue in another line, he quickly directed the causcasians to a quicker line and when he saw me, he stopped. It's disgusting behaviour especially when this member of staff is of ethnic minority treating other types/females other than Caucasian differently.