Heathrow Airport Reviews 

I would give Heathrow zero stars if I could. Our flight connecting from Washington DC through Heathrow to Stuttgart,GE was cancelled but as our luggage was already tagged and on the plane the recommendation was we leave the luggage checked in while we fly via a different route to make it to our final destination. We were told the luggage would be sent to its final destination as it was tagged. Well 4 days later and the AirTag that was in our bag says it is still at Heathrow Airport which was the second layover. I can’t get a phone number that helps me connect with baggage enquiry at Heathrow nor a number to call British Airline who transported our bags. None of the people who answer any of the phones I can get a number for at Heathrow can give me a helpful number to contact someone who can actually assist me. I will never fly via Heathrow ever again nor will I fly with British Airlines! Zero customer service. Other airlines have confirmed luggage just gets lost in a black hole at Heathrow and even they can’t get assistance from British Airlines or Heathrow while trying to help their customers. Avoid Heathrow and British Airline who at all costs!

Overall in general all AIRPORT'S has some issues appears because of the connections between other AIRPORTS. Miscommunication Bag and baggages too many issues but still in my experiences after BOARDING from the HEATHROW I realised HEATHROW AIRPORT is convenient for us. They all works really hard try their best to support. There are some issues arises by the SECURITY Services but this isn't only HEATHROW AIRPORT. Totally no Stuff no information Desk during the night time in MALPENSA AIRPORT. There wasn't any Services during the night time. Lack of Information Sings BOARDING was really frustrated. But HEATHROW AIRPORT always stuff has, Information Desk, Drinking water supply 24 hours Toilet cleaning also clearly given all Signs all places names no chances to getting to losts. Systematic ways they Organised their best Services. Anyways Thanks to HEATHROW AIRPORT and BRITISH AIRWAYS to made my journey successfully and safely to visited MILAN ITALY. Surprisingly visited "SWITZERLAND " aswell because of too closed to SCHENGEN Areas by pretty awesome TRAIN Journey. Journey travelling is so hard frustrating from one country to the another country so that Customers has to rely over to the AIRPORT'S. Only Co-operation well Organised AIRPORT Services makes safe journeys. Other AIRPORTS Services makes my experiences totally different than HEATHROW so overall my ratings for them 5*. 👍👍👍👍👍💥💯

We arrived at Spain from London Heathrow Airport with a suitcase in London but when we arrived in Spain the luggage did not appear on the baggage claim at all. Told us they were left behind in london (mind you we were on a school trip- 60 kids). Two days later, no updates, wish me luck.

Heathrow have never let me down. I have seen many improvements over the years. This year a very kind gentleman helped me check in and gave me some bonus advive on a new arrival policy at my destination that I didn`t know about. I was able to log on to the correct website and sort it out on my laptop because Heathrow has good, stable wifi connection. Thank you Heathrow and all your wonderful staff.

1.5 hours flying from Edinburgh and the same length of time waiting for baggage. Baggage services are woefully inept!

Security at Terminal 3 is stiff with notices about being polite to staff, but sadly this does not seem to be reciprocal requirement. We went through security where there was a woman (probably of Eastern European extraction) who was barking orders at customers as if she were the Commandant of a prison camp. I filled three trays with my stuff for scanning, but forgot to push the last one forward onto the conveyor. Instead of asking me politely to do so (or even better extending an arm and doing it herself: perhaps beyond her pay grade), she barked "so who's going to push your tray forward, then? If you don't it will stay there and won't get scanned." This kind of passive-aggressive behaviour is what makes passengers mad: and you don't want angry passengers at an airport. We are paying customers, not prisoners, and you are carrying out a public service, so keep a civil tongue in your heads. If being rude is what turns you on, I am sure Asda has some vacancies. If you have enough GCSEs.

Security and check-in are chaotic and staff is beyond rude. The whole place is overcrowded and flights get frequently cancelled for that reason. I was told that my checked bag may or may not make it on the flight, which is just such a bizarre thing to tell customers. Even in terms of hospitality it’s no better than Stansted, Gatwick or Luton but fees are much higher. Avoid when you can but odds are that you can’t. The only positive is that despite all the chaos they managed to herd me through security fairly quickly.

I’m genuine respectable individual who is self employed, and since the charges have been in force for Heathrow AirPort drop Off I’ve to date have spent in excess of £1,500.

When it came to asking for a refund due your ticket machine acting funny where it had accepted my ticket took my money then said “INVALID TICKET”.
I spoke to assistant via the button located on the ticket machine, spoke to a lady she advised me that I have to pay again the 1st payment will be credited back to my account within 24-48 hours.
The refund never came so I called customer service and a gentleman emailed me back with list of requirements.
Several emails back n forth we managed to share all required information but I was told that the payment details don’t match. Bear in mind it has already been a few days since my original expectation of repayment.
I had to get in touch with my bank and explain to them what had happened and immediately they reimbursed me back with £7.50, I believe they have been in touch.

Sorry but you didn’t resolve my issue you didn’t refund my money even after showing much evidence, absolutely bull of a service I was asking for my £7.50 double charge and rightly so, the refund amount was for £7.50 not £750

Thank you for nothing

As there are many bad reviews and not one reply from Heathrow, what is the point.

I will look elsewhere to make my views known.

If Heathrow are interested, they can message me. However, I won't be holding my breath.

Came back from the US yesterday, spent 45 mins sat on tarmac waiting for a parking slot then found that we were to be parked off terminal with a bus trip in to goodness knows where then a long walk to the arrivals hall, which was snaked back and had only 50% of automatic booths operating, to then proceed to get our bags and wait a further 45 mins for the bags to be delivered.
How in heaven's name Heathrow can ever hope to cope with a 3rd runway and more traffic boggles the mind!!!!!

Walking through terminal 5, I felt a massive burning sensation on the back of my legs. I was being bitten by fleas. I emailed Heathrow regarding health and safety and got the standard we take hygiene very seriously email. No apology.

I am writing this review with genuine sadness and frustration following two distressing experiences at Heathrow Terminal 5 — on 7 June and again on 25 June 2025.

As a registered disabled person, I was taken to a private room for wearing a cloth knee support. I was not allowed to take my wallet, passport, or even my glasses, despite needing them to read and sign a document. My belongings were left unattended in public view. On one occasion, when I returned, my belt was missing, leaving me uncomfortable and embarrassed for the rest of my trip.

What hurt me the most was the clear two-tier system I witnessed. On 25 June, two other passengers — who appeared to be of European background — were also taken aside, but unlike me, they were allowed to keep their suitcases with them. Why this inconsistency? Why was I denied the same basic dignity and control over my belongings?

Despite informing the staff of my disability, I was met with antagonistic behaviour, a lack of empathy, and no reasonable concession. The treatment I received felt not only unjust but discriminatory, and left me feeling singled out and deeply disrespected.

I truly hope Heathrow takes this seriously. No one, especially a disabled passenger, should be made to feel second-class or unsafe in such a public and vulnerable situation.

They place your gate last minute so you have to run to find your gate, the cherry on the cake, is they have security door that close to let all passengers from flights to get out while you have to wait to go to your gate and that's how I miss my flight I had to wait 3 doors to open. Being on time and lose my flight on British Airlines because they have this
Unprecedented horrible system

The assistance for my outward British Airways flight from Heathrow terminal 3 was good. The assistance following my return flight was very poor.

I was met from the plane and transported a short distance by wheelchair to one of the carts, which we shared with other passengers. This only again travelled a short distance to a waiting area where there were several passengers requiring assistance. We were informed that we were to wait for 30 minutes, ( I waited for 45 minutes) for another wheelchair that would take me to passport control. My companion was able to walk the distance so she left me at the waiting area.

The staff pushing the wheelchairs were visibly tired and were not able to hide their discomfort and reluctance to undertake the task of taking passengers for the trip to passport control and to collect the luggage. I suffer from parkinsons disease, and am unable to walk long distances duevto constant back pain and stiff muscles and joints and poor balance, especially when I'm tired.

On the way to collect the luggage I I
informed my helper that I would need assistance to the train station. I was informed that it was not a long distance and that he would not be able to help me, and that would have to be provided by someone else.
By the time we arrived at the luggage carousel, my suitcase had been removed from the belt and was the last case to be collected. The person providing my wheelchair assistance put my luggage and bags onto a trolley, took the wheelchair and left me.

There were two members of staff chatting with each other at the top of the first steep ramp towards the station. I politely asked if there was a lift down to the station. I was swiftly told no, and they then ignored me and continued their conversation. I was tired and just wanted to get to the station to continue my journey home. I struggled down the two ramps to the Elizabeth line to catch the train to Faringdon.

Inadequate transportation in Terminal 3.
Poor customer service. Detached and visibly fatigued and uncaring staff, brought the assistance service down to below basic level, that is why my rating is one star.

Gatwick Airport is 100% better with the assistance they provide to disabled passengers. The staff at Gatwick are supportive, polite, and caring.

It would be very sensible if you can pay once you exit drop off with ramp, than having to remember to pay online. But then they would not be able to charge fines if someone just forgets to pay.

Just returned from a trip to Scotland and London for vacation. Both coming and going, we experienced air travel delays which was to be expected these days. What was unexpected (and very disappointing) were both times (connecting flights to Scotland and return flight back to the US) we had to wait for coaches to take us to the airplanes. This resulted in further delays. I'm not sure why the coaches were not waiting for us at the time of boarding but we must have waited at least 20-30 minutes each time for them to arrive then it took another 15-20 minutes of travel time to the plane and to be let off from the coach to board the plane. Communication was also poor. While we were waiting for the coaches, it should have been announced that we would be boarding the coaches as we would a plane which is by group number. As this was not understood, everyone just tried to be ready to get on the coach and the delay in this announcement led to frustration in the process and the fact that we were already delayed in leaving. Again, the fact that this occurred twice during my trip indicates a fracture in airport operations.

I'll be fair here. We expected it to be rubbish but even we were surprised at the complete embarasment that T5 was... we were flying in BA from usa then owards with BA to Newcastle... no issues with the flights or flight staff. But .. OMG ... terminal 5.. we walked for ages along unfinished and grubby corridors.. where floors and walls had been finished they were dirty.. then we met security who seemed to excell at being curt and officious with the people skills of a ..locust .. seriously some of those people must have been on courses to be so rubbish at their job... we found a toilet down a small corridor that had a drinking fountain in it packed with people trying to fill water bottles. Into the urine soaked cubicle... spent some time cleaning it and making it useable only to come out to find a cleaner who was more of a trip hazard than a cleaner and seemed only capable of moving a squeegee type mop backwards and forwards with one hand... it was generally crowded and dirty with groups of staff hanging around having a good old chat. Im sure there are good staff here but they are overshadowed by the awfull place and the obviously poor staff.. and whats more the "state of the art" passport scanning boarding pass checking baggage checking procedures is lengthy .. doesnt fill me with confidence and takes ages.. compared to customer services in the USA we are a total embarassent...

Im still sitting here A gates T5 ... the same cleaner has now pushed the same cleaning trolley past me twice in last few mins (same direction like she's done a circle).. completely ignored the litter, pieces of food and dirty stains on the floor ..

Terminal 5 North end Fast Track security

3 of the 5 lanes were closed. Naturally, no one warned us before we entered through the gates that normal security could be quicker. The queue moved at a snail’s space, often stopping for minutes.

Staff did not say what had to be taken out of the luggage, so lots of luggages were set aside for manual checks. At lots of airports nothing needs to be taken out nowadays so yes, security staff needs to say something. Then of course luggages were not checked in order, so we ended up spending more than 40 minutes at “fast” track security.

I raised a complaint with Heathrow, was told that that they were very sorry to hear that we had “experienced longer than usual wait times in security screening” and the delay “ must have been frustrating for” us. They ignored most of the points I raised, admitted no mistake, suggested no ways to improve.

Tl;dr Fast Track at Heathrow is not worth it, DO NOT ever pay for it, just use normal security.

security was horrendous. as a type 1 diabetic frequent flier, i can safely say ive never had as much hassle as i did today at heathrow. every bag pulled - which i get is process, but the customer service is vile. A chinese member of staff snatched a bottle of water out my partners hands after telling him he had to finish it instead of pouring away (?), they withheld my essential devices to check my blood sugars, and made us feel like complete criminals for having diabetes! Vile treatment

Their security has mixed policies, very inconsistent. I went through with duck tape in my luggage. They detected it, checked and verified to see what it is then let me through.
The following week I went through again, same thing. They detected it, checked and verified it was duck tape, but this time it was confiscated. The guy said it wasn't allowed.