Heathrow Airport Reviews 

Staff are Brilliant
Security Brilliant
Food hall and shops Brilliant
Toilets are horrendous, every visit, (2 so far this month) the toilets are blocked, overflowing or out of order?? How is this allowed to be such a frequent occurrence in such a new building. Unacceptable standards,cause bad experiences which cause bad reviews.
T5 management, you should be ashamed.
This is not a reflection on cleaning staff in anyway, what an unenviable job they have with this situation.

The security process was flawless and staff friendly. The main food hall however didn’t have any charging outlets working . Cables were lying loose under chairs.

I travel abroad at least three times a year and twice this year every time I have travelled passing through terminal 3 I have not managed to find one working power point. There seem to be many power points but none of them work. Not only is it frustrating but it has caused me so much emotional stress it is unbelievable.

Terminal 5 at Heathrow has terrible signage at both arrivals and departure areas. I found it misleading and confusing. It was very hard to find where to check in with BA, as I had no boarding pass. On arrival the signage towards customs and baggage reclaim was misleading. Many other people were also milling around in confusion. And we are British, so have no problem with language-felt especially sorry for foreign travellers.
The staff at the bus/ coach pick up area and onward travel desk were rude, dismissive and unhelpful -ultimately happy to leave a lone elderly female stranded at night when coach was cancelled.
I much prefer the services at Gatwick.

The staff in the restaurant were very friendly and helpful. They were busy, but they still took the time to make each customer feel special. Our order came with a smile and just a friendly composition.
Staff members Edward, Karen and Aesha:’ must be commended for their high standards of excellence on today.

Thank you

Shambolic check-in experience at 7am on Monday morning. Huge queues for the bag drop due to too many broken and closed machines.

Some people held up the queues by trying to check in more bags than their allowance or overweight bags. Zone D was very busy and F was fine but still everyone piled into zone D; better crowd control is needed.

The name bag drop implies it will be a quick process but sadly too many people cannot manage this quickly.

This terminal regularly induces panic attacks when I travel through it. It appears to be run by people whose main goal is ruining your travel experience as thoroughly as possible. Who could possibly have predicted an arriving plane would need a gate? Baggage taking upwards of an hour before starting to come out? And horrifically laid out and designed, up down up down. Even if your flight is decent you will be aggravated before you board and driven wild on arrival. I have now given this multiple chances and will be choosing any other option, even if it involves an indirect flight.

I experienced at Heathrow security screening between 6–7am on [date] before flight British Airways.
Staff were rude, dismissive, and one officer searched my personal underwear with dirty gloves previously used for another passenger’s items. When I objected, she threw my belongings aside. She also refused to provide her name. A manager present (“Bob/Bobby”) was slightly more cooperative but overall the process was humiliating and distressing. Staff also falsely claimed to have found scissors in my new coat, which is impossible.
This treatment left me crying throughout the airport and I had to contact my psychologist. I request urgent investigation, accountability for those involved, and assurance that such behaviour will not happen again.

Poor queuing management - people who jump the queue not pushed back - encourages poor behaviour and staff do not care, nor are the queuing lines set up adequately to prevent queue jumping.

Echoing other complaints about T5 baggage reclaim time. Our flight arrived 18.30 yesterday evening (a Monday) but bags arrived on belt 8 sooo slowly - just a couple of bags every minute or 3 from some 30 mins after landing until we finally got ours after 75 mins - with plenty of people still waiting for baggage from our flight. Adding insult to injury it meant our collecting driver had to wait meaning we were stung with an £18.50 car park charge instead of the usual (already extortionate) £7.50. I can’t see any way of reclaiming this rip-off extra cost back on LHR useless complaints website.
Is lack of staffing the problem or is there a fundamental baggage handling problem at T5?

Again another place that I am not understanding the bad reviews for… I travelled to Paris from terminal 4 of Heathrow airport on the 5th Oct and it was a flawless experience. Really easy to navigate and well sign posted, the security was a breeze I was only stood there for no longer than 10 minutes, once through security they had a good option of food and drink, fair enough pretty pricey but I never go to any uk airport not expecting to spend less than £4 on a bottle of water… it was very easy to navigate our way to our gate, the bag drop process was easy, barely any queues. I don’t know if we just got lucky with the date that we travelled but compared to our usual airport of travel, being Stansted, it wasn’t busy at all. Enjoyable experience I would use this airport again

This airport is a joke!!! 2 hours waiting for luggage. Partnership with car park!!! Ridiculous.

I'm a white haired 73 yr old widowed female, and have nothing but praise for my journey from the Elizabeth Line through Terminal 2 to my departure gate.

One star is generous - London Heathrow Airport is the most disorganized, complicated and inefficient airport I’ve ever experienced. For example, there are arrays of barriers acting like an obstacle course when walking from one area to the next - interesting…more appropriate for an amusement park.
Our tickets had group numbers to be called for boarding, but these were never used, and instead we got an “everyone may board” message where all crowded into the jetway for a transatlantic flight with 300 passengers…I guess the staff forgot about boarding group numbers? Try transiting between terminals on the buses that travel through winding roads in the crowded warehouse and baggage etc handling areas…no problem if you have a couple of hours to get from one terminal to the next.
Generally, the airport staff were professional and friendly, but that doesn’t make up for inefficiency and poorly operated processes.
Recommendation: Avoid Heathrow.

Extremely Disappointing Experience with KLM and Heathrow Airport

Our connecting flight from London to Amsterdam was cancelled while we were still in the air on our way from San Francisco to London. We only found out upon landing at Heathrow. KLM automatically rebooked us on a complicated route for the next morning — London → Brussels → Antwerp → Amsterdam — which made no sense, considering we had already been traveling for nearly 10 hours.

We decided to cancel that rebooking ourselves, book a hotel at our own expense, and arrange train tickets to get home instead. To make matters worse, our luggage was missing at Heathrow, and there was no KLM staff anywhere to help. We were sent from terminal to terminal (1 to 4, then 3, then 2), told to call a phone number, then to go to a Brussels Airlines service desk, until I finally asked for a supervisor.

After five hours, we still had no luggage, only repeated responses like “we’re working on it” — yet apparently our case had no priority. With that mindset, nothing ever gets resolved.

Meanwhile, KLM was unreachable by phone, email, or chat. After a nine-hour flight from San Francisco, this entire experience has been exhausting, frustrating, and completely unacceptable. And Heathrow Airport itself doesn’t help — chaotic, disorganized, and filled with staff who pass you from one counter to another without any real assistance.

This has truly been one of the worst travel experiences I’ve ever had.

So slow we are waiting 30 mins just to check in so we can go to terminal 4 ,this Asian women is taking tooooo long

Sitting in Heathrow coach station waiting for a bay. Sent round once outside before allowing into overflow queue. Now have to not only wait for 5 buses in front, but also buses arriving!! Stuck here for 40 mins already. Will miss flight. NOT FIT FOR PURPOSE!!!!
Missed flight. In first instance bus delayed 1 hour leaving Exeter. Due to having to wait for broken bus.
Time made up arr with 1 hr 15 min to process through airport. Then disaster struck - no bays. Sat for half-hour leaving marginal 40 mins. No chance. Passenger removed from manifest IF NOT CLEARED SECURITY at least 35 mins before dep time. Not sure whether Heathrow or bus companyies are responsible for coach station faciliti but with long distance coach es, local coaches & limited space/bays. Its cataphrose waiting to happen. Happened today missed flight 🤷🏼

We left last night from Heathrow Terminal 4 to Bahrain and connecting flight today to Karachi. Understandably there were delays due to the cyber attack but the staff should be more careful. While we were in the queue a staff member was getting our passports and issuing receipts for our luggage and boarding passes. She asked us where we were flying to we told her Karachi. On arrival at Bahrain airport we went to information to get our new boarding passes to Karachi. The lady at the information desk checked and said but you’re flying to Islamabad we said no Karachi. She then told us that our luggage was directed to Islamabad from Heathrow. We rechecked the receipt . Luckily she was able to call a few places and got our luggage to be on the Karachi flight. This is a big mistake from the staff member at Heathrow and I can understand the chaos due to the cyber attack but they should be more careful. We specifically told her Karachi. This would have caused a lot of inconvenience and distress for us and its 4 suitcases . I am just hoping we get our bags in Karachi as the staff member at information desk at Bahrain airport advised us. The lady at Bahrain information desk was fantastic and very helpful and knowledgeable

What a diabolical, uncaring, pathetic system for Special Assistance at Terminal 2 for disabled passengers.
Last year the assistance check in desk was just inside the entrance, after registration we had a wheelchair and assistant take us right through to the lounge where we could relax before our flight.

This year the desk has been moved and you have to request assistance at a help point phone. We did, got cut off and nobody came. Asked a member of staff about getting a wheelchair and got told to go to the other side of the terminal where the desk was up in a corner. Not easy with suitcases and a disabled partner.
After registration and the allocation of wheelchair and assistant, taken to check in for our flight and drop luggage. Then back to the corner for a wait before going through security. We had booked a lounge to relax in before the flight but instead of going to the lounge got taken to another holding area because it was “the system.”
After nearly an hour’s wait watching others get wheeled out we finally got our turn for assistance to go to our lounge, arriving just 5 minutes before our flight boarded. Too late to go into the lounge! We are thoroughly disgusted at this treatment of paying passengers just because they have a disability, denying them access to a paid for relaxing lounge. Bring back the old system - it worked!

To AURORA in the Special Assistance Team - you need to find another job that doesn’t require patience and compassion - the way you treated that lady who had broken her back on Thursday 18/09/2025 was appalling - after such a long flight (10 hours) the lady was confused and your rudeness and lack of help was disgusting. The whole Special Assistance experience is chaos from start to finish at Heathrow - the current version needs to be scrapped and started again as what is currently in place is not fit for purpose! The way these people who need assistance are treated is appalling - DO BETTER!!!!!!!