Heathrow Airport Reviews 

The self service process to check in and drop off bags is the worst experience ever!
Too much waiting time, very confusing process.. very disappointed!

A family of 4 were travelling from Shannon airport, Ireland, to Dubai, with a connection flight ftom Heathrow to Dubai.

As we already checked in all our bags at Shannon , we followed the transfers signs in Heathrow and had to go through security again at Heathrow which is okay.

Eventhough, we had no bags as all were checked in, we were randomly selected on the way out and on our return.

We had our passports, photos and extra scanning done again after the usual body scan at security checkin, on 2 separate occasions on 13th July and on 4 occasions on our return 24th July which is over excessive and unnecessary, whilst some staff were OK, some were rude.

We just scanned our passports and had photos taken, then just after , literally again , with a rude patrol officer waitng whom was extremely rude asked again for our passports and more photos to be taken again , to be asked "are they my 2 children.." , as we travel alot internationally, I have never experienced such rudeness and excessive security checks in all my years of travelling.

To top it all of, after all this unnecessary issues and undue stress , both my children with no bags were checked which is okay but I was not asked for consent on my 10 year old son which is illegal as under age , they should ask for parental consent.

On our return after security, at the boarding gates, again we were asked for our passports, photos taken for the 4th time , im like this is 4th time with no one else asked these requests.

I will never again use Heathrow as a transfer airport with such rude and excessive issues that caused us all undue stress.

I understand security need to do a job but how they interact and communicate with people leaves a lot to be desired, they need to do better and treat people with respect at all times.

As I said , we travel alot and never had any such issues, with Dubai , been so efficient and even fast tracked us as a family if 4 on our arrival as do many other international airports but Heathrow decided to make it difficult with excessive checks even though as said, our bags were checked in avd we were in transit in Heathrow, an appalling experience at Heathrow.

Worse airport experience in 30 years of flying. Flying on American Airlines, we were "checked in" to a smaller waiting area before the crew ever arrived. The space was extremely hot, people were having trouble breathing and there were no bathrooms available. When some of us tried to go to the restrooms after we were told that the flight crew was delayed, we had to try to squeeze past a bunch of people waiting in line in front of the only entrance. When we continued on, we ran into a locked door that would not open. We were literally trapped in a space that was way too hot with no access to any bathrooms.

Terminal 5 is the UK’s main national airport, but is incapable of delivering luggage quickly. So often we wait over an hour for bags. Today 1.5 hours. So much worse than the best international airports. Not a great advertisement for the UK. Fly into city airport if you have any choice.

My friend and I had a terrible experience at Heathrow.

From the outset, basic customer service was lacking. When my friend had trouble scanning her boarding pass, the airport employee responded with, “You’re not scanning it correctly”. In the time it took to scold my friend, she could have walked over and helped her. My friend basically had to make a scene to get help.

We then had a miserable experience at a "tourist information" kiosk that was really a vendor that sold us hop on hop off tickets that turned out to be very hard to redeem.

Navigating Heathrow itself was equally challenging. We were told to go to “Short Term Car Parking” for Uber pickup, yet signage within the lift offered no direction on which level to use. In the midst of that confusion, a “private driver” approached and attempted to charge us £41 to take us to the Holiday Inn down the road.

Major traffic issues around the airport on a Sunday morning. Purchased Long Stay parking via Heathrow services. A 20 minute journey took almost an hour. No one from Heathrow doing anything to manage the congestion around the airport. Bus driver (transfer from the parking lot) made no announcements or updates to the issue. Avoid purchasing Long Stay parking via Heathrow official website

Items were stolen from our suitcase and Heathrow complaints were unsympathetic and unhelpful.

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