Heathrow Airport Reviews 

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!!!!!!!

We had problems getting an ETA for our flight, when we spoke to the staff at Terminal 2 they were so helpful, they gave us the information we needed to help resolve our problem. Can6thank them enough.

Passing through customs, I was handed into Heathrow “care”, or rather, the lack of it. I had been emergency-evacuated from Copenhagen to London with fractures to my hip and pelvis, and was left in Heathrow Airport’s disability care system.

What followed was deeply distressing. I was placed on a hard seat, completely unsuitable for my injuries, away from my carer,. A kind staff member did his best to find me a softer chair, but even that was not appropriate for someone with my condition. For over an hour, frail, elderly, and disabled passengers were left sitting on hard chairs without access to bathrooms or even water.

My partner had to leave me to collect our bags, otherwise they would have been lost. This left me separated from my carer for around 1.5 hours, despite having two pieces of hand luggage and no safe way to transfer me. Only when I insisted on using the toilet was an inappropriate, unsafe wheelchair finally produced, and my luggage was piled on top of my broken pelvis during the transfer.

When I finally reached the disabled toilet near Costa Coffee, I found the door so heavy that I could not open it without help, a basic failure in accessibility for those who most need it.

Wheelchairs were in such short supply that the single staff member at the desk was frantically trying to cope, juggling complaints, phone calls, and desperate passengers. Adding insult to injury, the performance board on display boasted statistics about how well Heathrow claims to perform. These figures do not reflect the true situation. Disability care is not represented on these boards, and it should be. The way to judge a society is by how it treats its frail and vulnerable members. By that measure, Heathrow fails.

And the failure was not limited to my arrival. Despite calling ahead and organising a wheelchair for my departure to Australia a few days later, none was available as arranged. Yet another failure in providing the most basic level of care for disabled passengers.

The individual staff I encountered were doing their best under extremely difficult circumstances. One man in particular showed great patience and kindness despite being overwhelmed with complaints, phone calls, and a lack of equipment. His professionalism stood out. The real problem lies with Heathrow’s systems and resourcing. Staff are left without enough wheelchairs, support, or backup to meet the needs of frail and disabled passengers. This not only fails vulnerable travellers but also places impossible pressure on employees. If nothing changes, I imagine staff will eventually burn out, and that would be a loss, because the few people on duty were the only positive aspect of an otherwise distressing experience.

The real failure lies not with the hardworking employees, but with Heathrow Airport itself. Vulnerable passengers were neglected, denied dignity, and left without proper support. Staff, too, were failed, left to manage overwhelming pressure without adequate equipment or backup.

Heathrow must urgently address these shortcomings. Disabled passengers deserve safe, respectful care, and staff deserve the tools and resources to provide it.
Arriving T5, BA815, Business Class.

Fly 2 hours. Wait 1 hour 50mins for bag.
And they think this sort of incompetence warrants another runway. Words fail. if you have one job. And you fail miserably. Why would you be rewarded with more

T5 luggage handling system is completely poor and shambles to BA handling system its always over an hour of flight arriving at the airport BA need to look at the operations urgently to solve the issue. Other terminals are working fine but our national air lines is not. Disappointed.

Heatrow Terminal 2 the worst airport in UK. The parking is so full and Impossible to find parking. To come out take almost 20min. Nobody is following rules,cars go's opposite direction blocking other cars. Drivers are biping non stop This is crazy!

Travelling home from Tokyo with young children, we waited over an hour for our bags to be delivered - this was after 30 minutes to get from the gate via passport control - no information, nowhere to sit - a horrible experience. A colleague from Pakistan described Heathrow as like a third-world airport - I couldn't disagree, except when it comes to how expensive it is.

Heathrow Terminal 5 Avoid!
Male security staff ignored my medical letter explaining why I needed a hand search and blocked me from talking to any female security. Harassed me to shout out my reason in public which is not required my law and a total invasion of privacy and furthermore I had a medical.letter.that could be read without a public announcement. Male manager went on to do the same and demanded I shout out my medical.reason despite a doctors letter and no requirement by law to declare my reasons publicly. Appalling treatment. Unprofessional and abusive

The wheel chair company service was dismal when my family had arrived in Heathrow airport on the 27th of August after our flight from Kuala Lumpur ( MH0002 ). First we suprised to realise that we had to walk all the way out of the long skybridge from the aircraft to the arrival terminal all by foot. My parents both have trouble walking and needed the wheelchair to be there in order to help out. After a painful walk we had arrived at the arrival terminal and was greeted with a buggy that my parents had to go on. However they could not speak English to a fluent degree. We were then told that we were not allowed to follow them. Not even one of the family members, meaning that we were separated and since we did not want that to happen we decided to slowly walk over to immigration and continued from there.

I rate Heathrow airport a 1, becouse they conned us out of 60 GREAT BRITISH POUNDS!! The worst experience, the Staff were horrible. When we asked for directions they starting talking about a ton of BULLSHIT and made us pay 60 punds, for what you may ask. I DONT EVEN KNOW. Would not recommend, pls for the love of god do not trust Heathrow. I already emailed them about this 4 times and they still haven't replied. Disgusting behavior, such rude people.