Heathrow Airport Reviews 

The Terminal 3 Short Stay car park at Heathrow is poorly managed and needlessly stressful.

On my visit, the only payment machine was out of order. The machine displayed a sign saying “Please pay at the exit”, while adjacent signage still instructed drivers to “pay before returning to your car”. This contradiction was not covered or clarified, leaving drivers to guess how payment should be made.

A member of staff then gave incorrect information, stating there were payment machines on every level, which was untrue. This misinformation caused delays and pushed me into a higher charging bracket. Help points were also unresponsive.

I was assisting a family member with mobility difficulties, making the unnecessary walking and confusion particularly unacceptable in a major international airport.

Heathrow initially relied on ANPR timings to deny responsibility, despite the delay being caused by faulty equipment, unclear signage, and staff error. Only after multiple follow-ups and repeated evidence was a refund of the overcharge eventually processed.

While the refund was ultimately issued, the experience exposed a system that passes responsibility rather than resolving issues efficiently. Clear signage, working payment machines, and accurate staff guidance would prevent this entirely.

Arrived at Heathrow T3 this morning from Miami. Having injured my foot during my holiday and was really struggling to walk I was delighted with the support given by a female member of staff at imagination passport control who noticed that I was having difficulty walking and immediately took my wife and I to the front of a very long queue.
Great service and thank you very much.
Kevin

Just got off an 17 hour flight from buenos aires over an hour waiting for baggage at baggage claim. Not one announcement or apology for the delay. Absolutely a disgrace

I aspire to work at Heathrow in the future, having previous experience in customer service, i hope Heathrow will give me the chance in the future, gonna come back to this review once I get a job here

Dear Heathrow Terminal 5 Management Team,

I am writing to raise a formal complaint regarding the conduct of a staff member working at the British Airways information desk area (the desk located before the BA check‑in counters) on 10 January 2026 at approximately 03:30am.

My travelling companion and I approached the information point to ask simple questions about when departures and security would open. We are not frequent Heathrow travellers, and we were seeking clarification to ensure we were in the correct place at the correct time.

The staff member we spoke to a woman with light‑coloured eyes and her hair tied up on top of her head, not particularly young, responded with rudeness, sarcasm, and an openly dismissive attitude. Her tone suggested that we “should already know,” and she made comments such as “the signs everywhere are clear,” delivered in a condescending manner. She also stated, very abruptly, that security gates open at 04:30, implying that we were inconveniencing her by asking.

Her behaviour was unprofessional and I demand this is looked into. Cctv should show her and us at that time and date, i will continue to raise this complaint until it is dealt with.

It deserves ZERO stars. They chose my 11 year old boy "randomely" and insisted that he goes through the X ray machine. I told them can you do a pat down since he's too young to be exposed to Xray they lied to me and said it wsn't an option and if I refuse they won't get us on the flight. I learned later that they were lying and we have the right to opt out of the machine. In addition, very slow and the TSA have NO MANNERS whatesoever

If I could give a zero I would. I use a manual wheelchair and cannot walk and whilst preparing belongings to go through the bag scanner I was emptying my pockets and finding a ball of tissue panicked and dropped it on the floor upon which a woman employee doing the person scanning Aged-35-40 with a top bun looked through the person scanner and shouted loud at me in the wheelchair " did you just drop that tissue?" Like a polite fool I timidly said "yes" and she shouted "WHY? Theres a bin behind you!" Bear in mind Im in a wheelchair and for me the bin was impossible for me to reach. I was hurt and embarrassed and offended. What awful behaviour to a handicapoed person. This person badly needs more training and someone to rein in her overbearing entitled temperament. I thought such behaviour towards the handicapoed was a thing of
the past. Certainly gave a bad impression of Heathrow 5 security team to me, my carer and all the surrounding customers. Where is here team manager? Are staff just allowed to treat customers as they please?

When we first arrived at Heathrow, our arrival was delayed by 30 MINUTES, because the airport had apparently not even assigned our airplane a gate. Even though we arrived at the airport 15 minutes early, we managed to get off of our flight late due to the poor management.
Then, when we were leaving the country via Heathrow, our flight was delayed for around an hour, before they told us that apparently the plane had not even been refueled, and our flight was delayed to the next day. Then, they sent us a hotel booking for the night, and said they had apparently sent us a snack voucher via SMS (they didn’t). The hotel was fine, but the food was horrendous, the eggs slimy, undercooked and cold, the bacon was tough and tasted off, and they somehow managed to make the sausages tough. Terrible experience with their flight management overall.

Worse than a failed state third world airport, Heathrow Terminal 5 is filthy , disorganised and terminally slow. British Airways, our flagship airline, leads the table in conspiring to provide the worst of all possible services. Planes parked miles from the terminal, rusty jetways, peeling paint, filthy floors and a baggage delivery service so appallingly slow it defies description. A national disgrace, obviously run by imbeciles who treat the fare paying passengers with total contempt.

I traveled through Terminal 3 in January 2026 (Flight VS358) and had an appalling experience with security that nearly caused my family to miss our flight.
My bag was flagged because it contained a 100ml skincare spray bottle without a lid - completely within regulations and inside a plastic bag as required. Instead of a quick check, my bag disappeared into secondary security for 10-15 minutes with absolutely no communication about what was happening or when I could expect it back.
My bag contained precious personal items, and not knowing where it was significantly increased my distress. When I asked security staff repeatedly for updates, I was told to “calm down” and “just wait” without any information about the timeline or what they were checking.
The spray bottle was eventually verified (obviously harmless) and returned to me, but the entire process was unnecessarily slow, poorly communicated, and handled with complete dismissiveness toward a clearly distressed passenger.
Despite Heathrow’s claims about new scanning technology improving the process, Terminal 3 security remains rigid, understaffed, and the staff lack basic training in customer communication. Other reviews confirm this is an ongoing problem.
If you have any choice, fly from Terminal 2 or Terminal 5. Terminal 3 security is a nightmare.

Rude staff all through the airport like it’s a bother to them to be asked questions, can’t seem to get all the passengers out by bus to the plane so been sitting on a plane for 90 mins and still waiting, if they can’t handle the traffic or volume of people they should decrease the flights,

Disgusting food. Poorly cooked. Very little. Cold. Very expensive. I have the picture evidence to prove it.

Went to Heathrow Terminal 4. Was shocked to see the state of the airport! It looked extremely dilapidated. Did not realise that this airport had sunk low compared to our counterparts in other countries. Shame on whoever owns this airport not making this airport world class. Really sad to see the state of the roads around there as well and the buildings!

I would like to give zero stars but unfortunately that is not possible.
I flew through the airport on 11th December 2025. During the security check I put my coat into one of the trays as directed by a member of staff.
When the tray emerged on the other side of the x-rays machine, my coat had fallen out and when I picked it up it had a rip under one of the buttons.
I was referred to one of the managers of the security checks who offered no apology, treated me like an inconvenience and said if I had not heard about my complaint in two weeks to call Heathrow (no details of a number etc). I spoke to another manager who showed mor interest and promised a quick response. I had an email while still waiting for my flight, asking for more information, which I provided. After many emails back and forth I was told that I would not receive any compensation and referred to the ADR. It turns out ADR does not deal with complaints against Heathrow, only certain airlines (not the one I used) and only with London City airport.
If you ever have any problems with the service provided by the airport, do not expect ANY support. Most useless Customer (?) service I can remember coming across!

An embarrassment, ridiculous parking fees with zero assistance. Now they even charging people for a drop off, and already increased the fee. No investment in services to assist people, and instead heavily invested in catching people on cameras to extort money. It is hard to believe that whoever is responsible for managing this establishment gets away with it. This airport should be an example of excellence, but instead falls very short of other, even modest airports. I recently was picked up at one of European airports. When we were to pay for paring, the machine would not process the payment. I got quite traumatised, imagining the situation at Heathrow, but an assistant appeared from nowhere and reassured us that there was nothing to pay because the paring was not long enough.

For our country’s premier airport, I think it is awful. Going through security took forever ( not enough trays) and the mechanics of the luggage being screened need looked at. Very slow. Then, on our return, took over 40 mins for our luggage to arrive. If this is all because of too many planes landing at same time, reschedule them! Gatwick is so much more efficient.

I wouldn’t use this airport again parking over priced it’s a pain to find parking! You get stuck in going in to drop off and have to pay to leave! You get charged ulez! Staff are so rude! Coming back was a night mare! Landed on the over side of the air port tock over a hour to get back to the car!

Security shouting at people, slamming bags and belongings down. Complained and was just told “we make every effort to ensure our passengers journey is as smooth as people”! Worst airport to travel through the staff are horrendous and poorly trained. Total shambles

T5 has gone mad. There are all these different queues for check in. You stand in line for 30 minutes only to find you are in the wrong queue. There are queues for bag drop right next to queues that are for something else and no one helps or directs. It is rediculous. Staff are rude and obnoxious. But it is the system itself that is terrible. Way too many different types of service all not signposted so everyone queues the wrong things and is irate. So idiotic!!!!!!!!!!

One of our best Airport as Nexus Taxis/ Airport Transfers in south yorkshire Barnsley and sheffield. We frequently drop and pick customer from Heathrew airport and had no issue. Always lots of parking and easy to pick and drop customers. Many more faclities available.