Heathrow Airport Reviews 

I was due to fly Loganair to Dundee from LHR T2 on Good Friday. The flight was delayed 3 times before being cancelled. No tannoy announcement. I have complained to Loganair about their side of it, however, the total lack of either interest or assistance that we passengers received from T2 staff was absolutely abysmal. I’m in my 70s and thought the assistance desk (clue in the name) could help me leave the departure lounge and find my luggage from the cancelled Loganair flight. We were sent up and downstairs numerous times and no-one knew anything. Wheelchair assistance suggested I go to security but that was a no go. There was no-one to ask or to help. Just as I was at the end of my tether, 2 wonderful people in purple fleeces - volunteers - walked past and asked if they could help me. They were wonderful! They came up against a lot of the disinterest and frustration that I and other pax experienced but they persevered and, finally, after a lot of hassle, they were able to escort us to the customs Arrivals area where, despite their explaining why we were there, security made us check in as if we had just arrived in the country, have our photos taken and get through via the passport machines. Luckily we all had our passports. They are not usually needed for domestic flights! Our two volunteer angels found out where our luggage was - unceremoniously dumped and abandoned at the end of the carousels in the Arrivals section. Our helpers offered to stay with us but we assured them that we were now able to find our way into the main arrivals hall. No thanks to anyone in T2 staff - it was two wonderful volunteers and a lovely gentleman in a high viz vest from SWP, who helped us out. Thomas Woldbye, shame on you! Your T2 staff are poorly trained and clearly not paid enough to be bothered in their entitled minds! It took two completely lovely UNPAID volunteers to help your p… poor operation out! Rude letter to follow! To those reading this rambling review, do not depend on any help from anyone in T2. You will be ripped off, ignored at best, and your queries may or may not be handled. If you see any volunteers in the purple fleece coats, smiling (a novelty at LHR!), ask for their assistance. They will go above and beyond to assist you. Good luck!

I think this is the worst airport I’ve ever experienced.
To begin with, you have to pay to access certain areas of the airport. Considering how many things are already quite expensive in England, this leaves a poor first impression.

Then, you have to take a train or metro to move between Terminals 1 and 2 and Terminals 4 and 5, which I find quite unusual and inconvenient. The overall layout feels disorganized, almost like a market or a cluttered mess.

The most surprising part is having to label your own luggage before sending it to the hold something I’ve never seen before. In most other airports, this is handled by staff.

At this rate, we might soon be expected to fly the plane ourselves.

Finally, the staff is not very friendly and doesn’t even respond to a simple “hello.”

Two special experiences I am going to share for the staffs and services in Terminal 5.

A special thanks to Jenson who tried to help me with getting back the passport and boarding pass I thought I have left on the connecting flight. I thought Jenson was taking a break. Regardless of having a break, he helped me to take a long walk back to the bay. Later on, I found out my passport was actually in my another jacket’s pocket. I didn’t have a chance to say thank you to Jenson for his prompt help because it rushed to catch another flight.

When I went through customs I had a problem with the vinegar bought from the duty free shop. It failed the test of explosives matter for few times. It’s ashamed I had to surrender it to security. I understand we have to be more cautious during to Iran-US war. Their patience and empathy are highly appreciated.

Rip off Britain - why do we put up with grotesque businesses that screw the hard working public. Drop off fees should be against the law

Love the airport
fast service
good staff
helpful
Nice duty-free area and restaurant/shops.

Hell on earth for arrivals. Imagine having a literal 1 mile walk from stepping off the plane to the Elizabeth line. E-gates are good. Taxi to stand 20 minutes. Waiting for bags 40 minutes. Endless further waiting and queues just to get the lift down to catch onward transport. Drop a bomb and start again.

At security terminal 5 the staff member at the scanning was rude and unhelpful when the scanner would not scan my boarding pass.
She said she was not there to help and said loudly ‘OVER THERE’.
Is that part of policy or training?
There were three people at the check and all had a similar attitude.
Eventually I got through and my boarding pass scanned with no problem.
The Heathrow website has no obvious contact details or complaint resolution information other than a few ‘contact a staff member’. That clearly does not work.
And they want another runway?!

Why is there no chemist in terminal 4???Will definitely avoid Heathrow in future

Femina Fernandez is excellent for ABM Airport Services in Heathrow on 26th Feb 2026.
Fermina was so helpful and kind and took me in a wheelchair to my Gate with efficiency and friendliness.
With a smile along her service.
Grateful to her,
ABM is fortunate to have staff such as her.

Misleading duty free signs , the boutiques still charge the taxes and everybody pretends that its Allright why call them duty free when we get 20% tax on top of the regular price ?

My issue is with drop off payment.
I dropped off my friend who was flying back to Philippines and paid £6.00 drop off charge, two months later I got a fine in the post saying I did not pay so I sent pictures of my bank statement as proof showing it was paid with their logo four months later I received another letter saying it’s now £80.00 charge I tried all different ways to dispute the charge with no luck the system tells says you have already disputed this’ my only option was to take it to court but I was highly stressed by this so just settled the bill for £80.00 was a very expensive drop off charge. I won’t be using or going to Heathrow airport again very bad car drop off system.

Had a lovely welcome on arrival at Hilton hotel terminal 4 Heathrow Airport.
Very pleased with the cleanliness and our room .
Must mention Rose who printed our boarding passes for us , as I didn't know how .
Rose was super friendly and helpful a credit to Hilton hotels. Brett

Terminal 3 is always awful. Massive queues, no fast track, no one managing the queue for people who are going to miss connections. It’s a shocker

Untrained security young girl failed to change gloves showed a very bad attitude fail to act in a civilised manner.
Touched my chest area inappropriately now I am suing Heathrow as their wholly responsible for who they employ.
London to Tel-avìv; Business Class never wear a belt give them reasons to touch your body.

They Said at the chek in that they could take our luggage so we didnt have to carry it in the airport but when we landed they wrote to us that it was missing and it was Because of “lack of space” ☹️

it was over crowded long queue to go through the scan, I nearlly missed the flight because of the long queue. Not organised like before and staff very rude and not happy at all. Staff thinks they own the airport.
Finally English 1 guy came, he too was flying on the same fligh as I am, when he approached a staff, he let boh of us to go. If we hadn't, we wouldn't have got on to that flight.

Delivery of luggage is just so inefficient. Passenger are kept waiting with no information. Poor service.

Heathrow T4 has the worst terminal departure experience among all Heathrow terminals and is poorer than Gatwick by a huge mile. Even Stansted has more offering choices. Very limited shopping (even Boots left) and even more limited food offerings. Scheduled flight terminal with worst than budget price airport terminal experience.

On arrival to Heathrow Airport I had a gentleman in a high vis jacket direct me where I should park. I advised him my booking was through MBW and showed him my confirmation. I parked where he instructed me to park. I pre paid £74.89 on the way out of the car park I got charged a further £189.00 so I spoke to MBW and the refused to refund me so I then spoke to Heathrow official parking and they also refused to refund me so I ended up paying twice by both companies. Which is totally unfair as I was directed where to park by staff in a high vis jacket! So my total spend for one night was £263.89!!!

Went to Iceland and connected in Heathrow from America. The app and the board stated one terminal. After passing security and getting selected for a VERY heavy to include my chest pat down, they stated that BA doesn’t fly out of that terminal and sent us to another FAR terminal. Had to go through the very mean security again and got a second pat down, almost missed the flight. Their outlets were not working, bathrooms smelled AWFUL but my biggest complaint is how mean and invasive security was.