Heathrow Airport Reviews 

Security staff was clueless. One staff member let us switch terminals for the lounge. When we arrived at the other terminal, the security staff did not want to clear us. They said we should be at the gate an hour before the flight and we would not have time. But we had 3 hours before the flight and the security line was 2 people. We waster 45 mins back and forth. When we got back to the original terminal, the security person said they would talk to their manager to get the staff trained better. But this cost us $95 for food. Don’t think LHR will reimburse me. Sucks.

Travelled in and out through terminals 2 and 3.
Not too bad an experience, at least no undue delays or large queues. Toilets not that clean.
Better than Birmingham airport but then that bar is set very low.

Ahh! Now I have seen the reviews on Trust pilot, everything makes sense!! I have been trying to contact Heathrow for 2 hours to speak to a human, as I have a certain complicated inquiry to ask. Can you get through???? Absolutely not, nothing works. They give you 8 choices on the 0344 number, press a number and you get silence. Then Google to find a number to speak with someone and it's all lies. You call the number you were told to, you hold for approx 15 minutes and then you are told that the number you rang, is only for people in wheelchairs. I think that it is clear that this airport is an absolute nightmare. When I arrived there it was a wrecked filthy old fashioned mess with the worst kind of staff. I thought I'd landed in the wrong country to be honest. I'm absolutely gutted that I will have to use it yet again with no information at all, on my very long journey with 3 changes, so thanks a lot, you awful dreadful airport

I travel through Heathrow Airport regularly. It is difficult to go to the bathroom or as they say "Toilet." The cleaner closes the Men's Toilet between Boots and Café Nero regularly but leaves the Women's Toilet open. So all the construction workers dirty the Women's Toilet at night. It is not safe to go in there. In general, the airport stays ice cold all year. I spend thousands traveling through here to freeze, not use the bathroom unless I want to haul my bags to Arrivals. Then battle through Security, while most staff are unfriendly and half just stand around...such a waste of assets.

Booked 4 tickets with BA from Term 3 Heathrow to Toulouse. France. Also booked wheelchair assistance for 3 of the 4 travelers. Special assistance is a long way from bag check, in terminal 5 they are together. When we got to special assistance it was out of the way with no cafes or anything. Made to feel an inconvenience by the woman on the desk. Eventually 3 helpers arrived and loaded my 3 relatives into wheelchairs but didnt tell us what was going on. We ended up in a long queue with everyone else for customs. No seperate line for people with special needs. It was very slow, chaotic and noisy. For anyone with autism etc it would have been a nightmare. The lady in front of us, also with special needs was crying! The wheelchair helpers were saying that they had been asking for a special lane for wheelchair users because they get tied up waiting in the queues and then other passengers cant get the help that they have booked! My relatives with special assistance were checked first and one had to have her bags inspected, she had a tube of something that she had forgotten but they let her keep it. I had the bags for my daughter and I and in all the chaos of getting 4 people ready I had forgotten a tube of hand cream which was nearly empty and a brand new pot of hair cream which had never been opened. Every item of mine and my daughters was inspected and it took ages. They were checked by 3 different people and my stuff was in 2 different places. When I tried to go and get my stuff from one place when it was finished I was told off by the other person. It was terrible and all the time my 3 relatives and 2 helpers were waiting. I was made to feel like a criminal. The tube of hand cream was binned by the checker but the hair cream was not put in the bin but she kept it! Eventually we got through and were parked in a drab room with no toilet, food, drinks etc and no explanation of what was going on. Two of my relatives needed food to take medication and so I went to ask for the nearest cafe. 2 wheelchair assistants kindly took my relatives and brought them back. An elderly lady, in her 90s and travelling alone, sitting near us wanted food and I directed her to where we had gone. Eventually she came back having got lost! There was no signage and no welfare checks etc. People were afraid to move in case they missed their flights. You couldnt hear the flights being called and there was no flight board. Eventually some helpers said that our flight was ready for us and "could we all walk?" There were about 7 or 8 wheelchair users who were all made to feel like they had to walk as "the gate is only a 2 minute walk away". Yes it was but then they had to wait on the other side and there were no seats then they had to walk to the plane. It was disgraceful, most had to stand for over 15 minutes! When we landed in Toulouse it was a whole other story, much better and well organised. On the return flight my 2 relatives who were travelling alone were passed from pillar to post and even split up, her husband has dementia, they had extra assistance booked for this too. There was only 1 person to escort them and my cousin was asked if she could push the trolley, she said no so then she was asked if she could push her husbands wheelchair! She has bad mobility issues! I am disgusted by the treatment that my family have received and have complained but the replies were, to say the least, pointless. I wouldnt recommend special assistance at terminal 3 to my worst enemy. "Special", I dont think so! To be honest it felt like we were an inconvenience from the moment that we arrived with special assistance to the moment that we got on the plane and then off again on the return flight. Heathrow you need to scrub your current arrangements and start again, this time try treating special assistance travellers as if they are special and not an inconvenience. You need a dedicated special assistance line at customs, preferably away from all the noise and chaos, welfare checks, to explain what is going on every step of the way, to offer all passengers toilet, food and drink facilities, to have wheelchairs and helpers for those who have booked them, to not stick people out of the way as if they are an inconvenience and you need to consider and make provisions for passengers with things like autism, dementia etc. Next time I fly I will certainly have Heathrow at the bottom of my list.

Assistance at Heathrow Airport, terminal 3 is to be avoided if you can. A lot of people get put in a room without bathrooms, food, water or AC. The whole allocation to transport is chaotic. Very stressful experience.

Services getting worse every time I visit heathrow.
Baggage is delivered after 3 hours
Sumign boards giving wrong info.
Management is gone to dogs.

I have never had such horrible experiences traveling as I have had trying to fly in and out of Heathrow. They are 4 for 4 on luggage not being at my destinations. When you fly in you sit… and sit… and sit some more on the tarmac. We had a three hour layover and sat so long we almost missed our flight. I literally had to run over half a mile carting my stuff to not miss my flight. When you de board the plane they do this trailer park trash version where you have to take a bus and a train to the terminal and HAVE to go through security again. If one thing happens it backs up the WHOLE AIRPORT! I finally arrive in Pittsburgh and SUPRISE… no luggage. It took 3… 3! Days to get it and it was severely damaged. It was wet and smelled like urine. The wheels and zipper were busted off, completely. The level of anger I have towards this airport is inexplicable. I will get a row boat and a teaspoon to cross the Atlantic Ocean before I fly into this airport again. It’s wild that Atlanta does 2x the volume of people and handles it, without major issues. Get with the program Heathrow. Your airport is the worst I have ever been to, and I have flown all over the world.

Review for Air India / Heathrow Airport
Date: Flight AI162 – 25 August 2025

My 74-year-old mother, who suffers from diabetes, hypertension, thyroid condition, uric acid, arthritis, thalassemia minor, and low haemoglobin, endured a traumatic experience due to gross negligence by both Air India and Heathrow Airport staff.

Flight cancelled at the gate after hours of waiting.

Despite wheelchair booking, she was forced to walk repeatedly through security & immigration.

Stranded at Heathrow for 12+ hours (7:45 am – 7:47 pm) with no support, while staff kept passing responsibility.

Baggage lost – containing her important medical and financial documents.

Her diabetes spiked dangerously due to stress, and her health insurance expired the same day as she was flying back on 25th and we never expected flight cancellation minutes prior to boarding time.

She requested refund, and staff wrongly marked her as a “no show”, blocking refund rights.

Customer care misinformed via message post cancellation announcement at the gate- showing the flight as “delayed” even though it was cancelled.

Air India staff at Heathrow showed zero empathy & poor training – cutting corners to avoid logging baggage complaints. Air India staff at one desk denied home delivery of missing baggage, another said it was possible – sheer inconsistency!

To simply file the lost bag, my elderly mother was made to wait more than 8 hours at the airport.

She has not only suffered mentally, physically, but financially too– not just hotel, parking, ULEZ (ultra low emission zone), and food costs, but also the trauma of being treated with no dignity as an elderly, non-earning passenger it’s extremely difficult.

Complaint registered with Air India, but no response so far!

This is not just poor service – it is gross negligence and inhuman treatment of a vulnerable passenger. Airlines and airports must be held accountable.

#AirIndia #HeathrowAirport #FlightAI162 #AirlineNegligence #LostBaggage #EC261 #MontrealConvention #PassengerRights #ElderlyCare #AirlineCompensation #TravelJustice

Should be 100%free drop of and 100% Should ulez free for everyone who use airport simply is that. .....

awful food, dirty places, everything reflect English soul.

This complaint is about the official taxi rank at Heathrow Airport terminal 3. However I suspect all the terminal taxi ranks at Heathrow operate in the same manner.

We arrived late at night at Heathrow T3 from Marseille late in early June. Due to confusion over parking, our car was actually in T5 Long stay car park.
We were unable to catch the T3 train link to T5 in time so decided to
get a taxi.

When we arrived at the taxi rank, the steward on duty asked where we
wanted to go and I explained. He was very negative straight away about
this which was confusing. Straight away he said "well they dont
normally like to go in there". I had to explain that there is no
charge for drop offs in long stay, though surely he knows this? He
then proceeded to tell every cab driver that came along where we
wanted to go with the addition "you dont have to take the fare!" I
have since discovered that licensed cab drivers are not allowed to
refuse a fare from a paying customer. If it happens to you, photograph their license in their windscreen and report them.
This was very unsettling situation as we did not know how we were going to get back, late at night. I'm not certain why they did not want to take us, I can only surmise it was not a big enough
fare for them. So greed basically!

My question is why does the steward, who was very sarcastic towards us and who works for Heathrow Airport not support airport customers?

In the end we had to order an Uber and lug our luggage back into the terminal up to the short stay car park. Not pleasant after a long flight.

I contacted Heathrow Airport directly about this issue through their process but they failed to even acknowledge my complaint.

While in Heathrow Airport you often hear the announcer asking everyone to treat their people with respect. How about Heathrow Airport management treating their customers with some respect?

Extremely rude staff at the security gate. Gave me unclear instructions then 3 staff members ganged up on me and repeatedly shouted at me for getting it wrong. I apologised repeatedly and the issue was resolved promptly - but that didn’t stop them speaking to me in an extremely uncaring and cruel manner. They told me the assistance gate was somewhere else even though I did not have a disability lanyard. I do have neurodivergence but that should not matter, any customer treated as I would should be absolutely appalled at the shocking way I was spoken to. The bag check in is also horrendous. Does not make things easier, in fact the process is much slower because it is hard to understand. Everybody seemed confused by the system. Taking too long means that it times out and I’m not sure if my bag will even arrive safely. Other staff were decent and helpful, but the security gate staff were intolerable. There should be more rigorous customer service training to ensure this does not happen. Ruined my experience practically as soon as I arrived. Horrible.

On the last three arrivals at LHR, baggage marked "priority" arrived at the carousel last - in one instance, after a two-hour wait.

Their website advises that porters can be hailed or pre-booked for groups by email in advance, and paid for eaier with cash or card.

Hailed? It's easier to find a needle in a haystack.

Pre-booked by email in advance? You *always* get an automated-reply saying that pre-booking is impossible, despite what their website says.

Pay by cash or card? On the last two times we've managed to find a porter, they only accepted payment in cash. I wonder where that cash goes.

The trouble with companies who have a monopoly is that they become lazy, incompetent, and inefficient. Customers cannot vote with their feet or dispute their share of the landing fees that are included in the airline ticket costs.

Fast track at Heathrow terminal 3 is a complete nightmare. Next time I see I am flying from Terminal 3, I will cancel the trip.

The scanning machines are dodgy and the staff are incapable of operating them. I had to wait for 15 minutes for a bag to be searched because the machine could not recognise a book for note taking. It seems like these new scanners are not working properly or the staff don’t know how to operate them.

The staff are pretty useless and mill about aimlessly.

Feels like a 4th world airport. To call it 3rd world would be to give it too much credit

Worst airport experience ever! While in security line I noticed a small child (maybe 4) a few passengers in front of me with her parents at the bins packing in their belongings for xray. She was singing softly as she helped her parents, and even those passengers coming up behind her. She had a sweet dance in her step, obviously oblivious to the stress of the moment and those around her (including me) all enjoyed the very precious moment. Two minutes later we all watched in horror as her terriffied screams rang out throughout the security area. She was fighting furiously as she was being "wanded" by a woman dressed completely in black from head to toe in a hijab. Her attire included black latex gloves and she was grasping a black wand which she fought to place over every inch of the little girl's clothing. As the child screamed, cried and fought violently to get away, the mother picked her up in an attempt to console her. But the lady was relentless and continued to scan her as she literally climb up her mother's body in an effort to get away from the scary lady. I might add from my viewpoint the woman could have simply been scanning merchandise with as much emotion as she showed. She madeno effort to calm the child just business as usual. It was quite upsetting for everyone to witness. And I thought to myself "is this seriously their protocol?" I understand the need for the security, but why when this child was so terrified, why didn't somone else step in and say let me try? So much for a positive travel experience for this family and about a third of the customers in the security area! A minute later it was my turn as orders were grunted to me at the foot xray machine. I was still shaken. And I admit a little irritated at the way the whole thing was handled.I saw the woman in black talking to one of her coworkers, she was in earshot, and she was talking about how she wasn’t the cause of the child’s violent reaction, the child had been having a bad day (like she had nothing to do with the scene). No self awareness. I interjected "It was probably your clothing that scared the child and not necessarily you." And in that instant, this woman was on attack. She asked me loudly "WHAT DID YOU JUST SAY?" I repeated, "I think maybe the fact that you are all dressed in black, with black gloves and that big black wand might have appeared scary to a small child". She answered that it wasn't about her, the child was having a bad day before i touched her (I'd call that severe denial) and I answered, "the child was just singing and dancing at the bins". She got very close to me and said “so you think I frightened her because of what I’m wearing? It's not the black that you have a problem with is it?" I was dumbfounded. Huh? What is she trying to insinuate. Her skin color? It was no different than mine. Things went down hill from there. She turned and walked away. I was told by another employee who had been in earshot of the conversation, to stand still, and that I may not retrieve my bags. When I asked why he answered:” she said you have disrespected her culture”. What? An exchange with him ensued and in the end, he said, (a recurring theme) you can't talk about stuff like that here. Anyway to move on, after about 5 mins of standing around in the security area, I was notified by a very nice gentleman from admin (after he asked, and I gave him my version of the story), that she was filing a descrimination complaint against me. The man then confiscated my passport and boarding pass and directed me to another area where I was forced to wait for "an officer" so that I could be interviewed. I was in total disbelief that this was happening. During the time I was sequestered to the back room a few people had made brief contact, and had alluded to the fact that “you can’t talk about that kind of stuff here”
And I couldn't help wondering what if the religous clothing had been a traditional nun's habit? I went to catholic primary school and those were pretty terrifying! As I sat in the back room waiting, I googled "scary witch costumes" and up popped photos of witches that looked suspiciously like the woman I had so easily offended! But I decided I needed to keep my mouth shut like all good British citizen (I'm American) and apologize, admit that I was being religiously and culturally insensitive, take my licks, and get the F out of that country! And that's exactly what i did. Thankfully I didnt miss my flight!

I just wanted to contact someone regarding a payment for a drop off charge for getting dates wrong.

Try calling numerous times for hours but never can get hold of them. Emailed and they will get back within 5 days. Never got back.

Worst customer service ever!

The immigration line takes far too long, and some officers look at us with suspicion and attitude, as if we're criminals—even though we've come here legally and with good intentions.

Very unchild friendly arrivals long queues no family lanes 1 hour wait time two desk open arrival

The airport is filthy. Airport in Africa are far more sterile and clean. I am shocked by the cleanliness of the airport. Take for example the toilets, cleaners are present yet all around the urinals are full of urine. The toilet walls have blood stains, poo stains and boogers/ mucus. People are filthy but this can not be controlled. Cleaning standards should be way more better managed and the staff should stop chatting and being lazy and clean. I am disappointed that the UK airport is filthy.