Heathrow Airport
Reviews and Complaints

I am writing to express my deep disappointment and frustration regarding the recent rejection of special assistance for my special needs child at the terminal. It is utterly distressing to receive such a response, particularly when the well-being and safety of my child are at stake.

As a parent of a special needs child traveling alone I had reached out to your airline well in advance to arrange for the necessary assistance to ensure a smooth and comfortable travel experience for my child. However, I was shocked to be informed that providing such assistance was deemed too much of a risk, particularly if something were to happen while transporting her in the wheelchair

This rejection not only demonstrates a lack of understanding and empathy towards the challenges faced by families with special needs, but it also raises serious concerns about the level of support and accommodation provided by your airline/ airport.

I urge you to prioritize the safety and well-being of all passengers, including those with special needs. It is imperative that your airline takes proactive measures to accommodate individuals with disabilities and ensure that they are able to travel with dignity and without unnecessary obstacles.

I would appreciate a prompt response regarding the reconsideration of my request for special assistance. Additionally, I would welcome the opportunity to discuss this matter further and provide any additional information or documentation that may be required.

Thank you for your attention to this urgent matter. I look forward to a swift resolution and a positive outcome.

I and my wife travelled from AUH via LHR to Vancouver on 24th December 2023 on EY19 with a connection to AC861. At the security check point our Abu Dhabi Duty Free purchases of Alcohol (Chivas Regal promo pack 2.200 L+ a small bottle of Pommery Pop 20C) was confiscated.

The alcohol was Duty Free purchases and within permissible carry allowances as we were 2 passengers.

Kindly advise as this was very disappointing and a monetary loss of AED 353 = GBP 75.44.

email for contact is [protected]@gmail.com

thank you for your consideration.

I arrived at the taxi rank on 7th November at 7pm. I told the queue staff that I wanted to go only a short journey to the T5 Hilton hotel. A journey of less than 10 minutes. I was told it would be a fixed fare of £30. When I questioned why this was so expensive for a short journey 2 of the staff shouted at me. I was told I did not know anything about how much a taxi should be. Could I see they were black cabs. I answered that I could buy that did not help me understand why the car was so high. The staff became very aggressive and intimidating so as a lone female traveller I hurried back into the terminal to find help. I eventually found a shuttle buss for £6.50 for the same journey. This was a clear attempt to extort more money from customers than they should pay and when I challenged this I was met with total aggression and mafia like behaviour. This is often the first face to travellers arriving in the uk after departing the terminal so it is shocking and unacceptable behaviour.

My son and I have BOTH been trying to contact this departments for the last 3 WEEKS regarding his lost camera. I personally have had called every single DAY and the phone rings continuously for over 50 MINUTES! with no response. Given the cost of calling that number it seems to be nothing but a PHONE SCAM!

My son has completed the online claim form SIX TIMES and has had not one reply to ANY of his submissions! It is truly pathetic!

I am missing a bottle of prescription medication from my carry on bag. I'm a Stage IV kidney cancer patient and required assistance. As well, my vacation is totally incomplete without this medicine. I will be happy to follow your directions for a formal complaint and request for investigation into this incident.

Truly yours,

Robert A. Fontana

US Passport Number [protected]

+[protected]

[protected]@gmail.com

My niece arrived to UK on the 11.08.23 at 20.31, from Dubai, to Heathrow airport terminal 3. She was waiting at UK border well over 4 and half hours. My niece said that it was only few officers working. When I checked the waiting time on your site it said terminal 3 waiting time 1 hour 30 min.

At the end we had to pay for over 5 hours stay at the car park.

I attach her ticket and car park ticket

I returned from NY yesterday at 9.00 am BA flight terminal 5 and had ordered a wheelchair- there were no wheelchairs or attendants on

Disembarking and myself and 4 others were just left until the crew from the aircraft went to look for wheelchairs etc - still no attendants- they took us a short distance to a large buggy but then I was informed that he had to take people for connecting flights first! Again I was left waiting and then eventually he took me to another assistance site where many people were waiting for wheelchairs to collect their luggage- again just left sitting and was told no wheelchair or attendants available- my driver was waiting as he had arrived on time and allowed for waiting but this was way over an hour- the organisation was terrible and I was very upset by the delay and hoped I could still find my luggage- it took ages and my anxiety

Was very bad

Other countries have chairs and attendants as u leave the aircraft so no delays etc but terminsl5 is a disaster zone

My health had suffered due to this episode yesterday and would like some response before this matter is taken further!

My friends and I were staying at the Hilton Terminal 4 cause it said it would take 15min only getting to Terminal 2 from there. The night before we went to Terminal 4 and discovered the elevators for the subway bound for Terminal 2&3. So we went back to the hotel.

Since the baggage drop off for our flight LX345 back to Zurich closed at 5:15 am we got up at 4 and made sure to be at the airport at 4:30. We were and together with a few other passengers we took the elevator down to the subway where we were told by a shirty employer the subway was closed and we had to go back! The elevators shouldn't be open actually! I asked him how we could get to Terminal 2. By taxi he replied. Or we could come back at 5 since the subway would be running by then. We then went upstairs to check if there were any cabs or a shuttle bus just to realize there was none.

How is it possible that an airport like Heathrow has no shuttle bus between the terminals? We couldn't find a walkway either. Is there literally none?

Well, after walking up and downstairs again we went back to the elevators to wait just to realize they were locked until 5:05 am. Anyway we went downstairs again together with other passengers and found out the first train was running at 5:30 am. That brings me to the question if there is literally no way of getting from Terminal 4 to Terminal 2 if one has to catch early morning flights or didn't we just find them?

We accepted that we would miss our flight and after arriving at Terminal 2 we had to ask 4 (!) employees (airport guides) where we have to go to reschedule our flight. The 4th employee could help us by pointing to a Swiss counter where we went then. The employee there was very friendly, albeit he had to deal with a somewhat complicated lady before us. We got two seats on the next flight.

Then we wanted to check-in our luggage but couldn't find the entry of the line and asked an employee standing next to the line for the Swiss check-in counters. She told us the entry was "over there". We had to ask 3 other employees about the entry. It was so confusing cause they had to split the waiting lines in 3. We realized we weren't the only passengers confused by that. Many passengers walked around like us before them asking different employees about the entry of the line. There were too many passengers it seemed. Well, no wonder since there were 7(!) airlines split over like 10 (?) check-in counters. Economy of course. We had to wait for over 90 minutes until we reached the check-in counter area. There was a very rude employee in front of the check-in counters for Swiss who belittleted every single passenger who had a question. There was a lady behind us in the row who asked him kindly if there's enough time for her flight. He rolled his eyes and said something like she shouldn't be sooo stressed in a very rude tone. Then he shouted at a very tired guy behind us, who had been travelling with no sleep for almost 19 hours (he had told us before) that he has to raise his arm so that he can see him and he has to go through the line NOW! The tired guy had a trolley with his luggage and no chance to go through. The employee then shouted again, if he wants to catch his flight or not?! Then made some space for him so he could get through. Then he shouted at the lady behind us if she's on the Swiss flight at 8:45?! 8:40 I told him. He looked at me kinda pissed off and shouted at me "eight FORTY FIVE!". The lady behind us also told him it's 8:40. Then he gave her the looks that kill and let us through not stopping belitteliting us. The lady, my friends and I couldn't believe that man's behaviour. How is it possible that someone with such a bad attitude works at an airport where he has to deal with us [censored]ty passengers?! WOW. I've seen many airports but never experienced such rude behaviour!

Another employee let some passengers in front of us through to the business check-in counters. We had to wait again. Then the rude guy shouted at us again that we should finally come! But there was no space and passengers before us. He commanded us to STAY RIGHT HERE! He then walked away to shout at other passengers. My friends, the lady and I were staying "right there" waiting for a free check-in counter. The rude guy then came back shouting at us something like "WHAT IS WRONG WITH YOU?! PASSENGERS! I TOLD YOU TO STAY RIGHT HERE! WHY DID YOU MOVE! STAY ! RIGHT ! HERE ! WAIT!" I tried to calm that guy down but he turned his back on me and walked off complaining about nerving passengers. Wow. I should have asked him for his name actually but didn't think about it cause I couldn't believe such a behaviour. Then my friends and I went to a check-in counter that was free. A couple pressed forward but we were actually first. The man behind the counter called the rude guy since neither my friends nor the couple left. The rude guy then shouted at us again and was obviously pissed off. He commanded us back into the line, which we refused to do because we were already waiting for too long and didn't accept his rude behaviour any longer. So we said no but let the couple be served first. The guy then shouted at us again. I told him to calm down. He then laughed at me and walked off. We then went to the next free counter and faced a very nice lady for check-in. When we left the check-in counter we heard the rude guy and first thought he was shouting at us again but then realized he had already moved to other passengers he could shout at and commanded them around.

The body checkers were friendly and seemed to enjoy their jobs. At least them.

To whom it may concern,

On July 2nd, 2023, we have landed in Heathrow Airport from Miami by BA. Our next flight was to Copenhagen.

SUNDAY, 02 JUL 2023 Air

British Airways - Flight BA 0814 Status: Confirmed

Operated By : British Airways

Depart: Heathrow Airport Airline Ref: 28C87S

London,England,United Kingdom Seat:

10:00 AM Class: S

Terminal 5 Aircraft 320

Arrive: Copenhagen Airport Travel Time: 02 hrs 00 min

Copenhagen,,Denmark Stopovers: 00

1:00 PM Meal: Food for Purchase

Terminal 2. We were in a line 11 of the security line. While we passed the screening, our personal items were still on the screening belt. When our items came out of the security check (the screening machine), my wallet was missing. There was $875 in the wallet.

When I complained to the officers, nothing was done in that regard, and I was just advised to file a complaint through that email.

I would appreciate your assistance in this matter.

Thank you,

Yakov Ziring

I am writing to bring to your attention a distressing incident that occurred at the boarding gate of Heathrow airport on 27/06/2023 I believe it is crucial that you are made aware of the situation, as it raises concerns of discriminatory treatment and a violation of passenger rights.

On the aforementioned date, I was scheduled to travel from London to Tunisia with a confirmed booking. As an Algerian passport holder, I presented my passport and boarding pass for inspection at the boarding gate. However, what followed was an incident that left me feeling humiliated and treated unfairly.

One of the security guards handling the passport check displayed my passport to a colleague, who immediately began laughing. Subsequently, I was asked to provide proof of a booking ticket to Algeria, even though my travel plan involved staying in Tunisia for one night and then continuing to Algeria by an alternate route the following day. I regretfully informed them that I did not have a reservation to Algeria, at which point I was unexpectedly requested to pay £150 for a ticket to Algeria on the spot. When I declined this request, I was denied boarding, while all other passengers with the same nationality were permitted to board without any issues.

This incident has deeply disturbed me, as it suggests discriminatory behavior based on my nationality. I firmly believe that all passengers should be treated with dignity, respect, and equality, regardless of their background. I am deeply saddened to have encountered such treatment, particularly when I had meticulously planned and booked my journey.

I kindly request a thorough investigation into this matter, as it is of utmost importance that airport security adheres to principles of fairness, non-discrimination, and passenger rights. I urge you to take immediate action to rectify any unjust practices and ensure that all passengers are treated equitably and with dignity.

Furthermore, I seek your assistance in addressing the denial of boarding I experienced due to the unjust demands made by the security personnel. It was not my fault or intention to be unable to proceed with my planned journey, and I kindly request your support in obtaining a fair resolution and, if possible, a refund for the unused flight segment.

I have attached relevant documentation, including my boarding pass and a copy of my Algerian passport, for your reference. I kindly request your acknowledgment of receipt of this complaint and that you provide me with a timeline for the investigation and resolution of this matter.

Thank you for your understanding and anticipated cooperation.

Yours sincerely,

Youcef

My flight is tuesday at 15:00 I reached the airport before departure for 3 hours 30 mins. First, I was standing in queue for 45 mins for baggage when we reached the desk, and since I requested wheelchair assistance so I was told to go to desk a.

There were three desks for special assistance working only two of them were due to staff shortage so its long queue. There I was in a queue for about 1 hour 30 mins when our turn comes to the desk. The lady told us you are late and she called someone and ask and checked for baggage check-in in after she took 15 mins over there again and checked in our baggage and send it to the wheelchair assistance desk. I was already frustrated by whole waiting times then I was again waiting for a few minutes to get a wheelchair assigned for me.

Everyone knew my flight time no one was giving me priority when I got wheelchair the guy took me inside we reached to security check she told you are late for the security check we try to request her she doesn't accept and sent me back to the same counter nobody was there to check if someone is getting late for their flight so that they can be seen early.

So therefore it is not my fault I was 3 hours 30mins before departure. My family came to send me off but we all got frustrated &tired in this whole process I was nowhere at fault to be blamed for missing my flight due to the airport staff's slow movement in handling the passengers

I would like to request to arrange my alternative flight ticket at the earliest possible

Looking forward to your reply

I travelled from JFK to Heathrow with Virgin on 3rd May 2023 landing at 8pm. I am disabled and in a wheelchair. Despite pre-booking wheelchair assistance when I booked my flight, there was a wheelchair at the door of the plane when we landed at heathrow but no porter. A stewardess pushed me down to the walkway but left me there waiting for the porter. I was left stranded on the walkway. I eventually got a porter after 40 mins. It was frightening on the walkway as it was after 8pm at night and the airport looked empty.

The porter told me there was a shortage of porters as they are being used for mums with pushchairs and for people who say they cant walk just to get to the front of a queue. It is not acceptable. Sop using porters for these people or get more porters

Thursday 6th April 2023, 19:40pm the security personnel at luggage, white guy, white hair, about 55 years old, 5’5 tall. Called me names such l have explained to her in very simple terms to seal the liquid bag, l politely ask him not to insult me, l am not as simple as he is saying l have a master degree in Economics. I removed 3 items from the bag placed it on the side whilst l was sealing the bag with liquid, on top of his voice he then started shouting at me what is this on the side of your bag, l replied l left it there whilst l was sealing the bag….he then accused me of trying to sneak in £2 worth of liquid. I asked him to call his line manager, l explained what happened, he was white, short somewhat chubby with a big stomach he could have facial hair, he was also very patronising and didn’t want to listen. The first guy who was telling that l am stupid because he had explained this in very simplistic terms started calling me a liar, started falsely accusing me of calling him stupid etc. It is a disgrace that you have people without integrity working at the port….l was in tears when left there….l asked them to throw all the liquid in the bin , as they are accusing me of all…l told l can easy but these at my destination…l have been in tears for the last 30mins nor a good start of my journey….pls email response.

London Heathrow T2 23/03/23 at 10.06 walk back to car park on level 1 when I was verbally abused by these 3/4 guys who was collecting the trolleys screaming at me “can’t you see the yellow Lights “ there’s no way these guys should be shouting abuse at anyone , just because they had to stop while the the general public is about , I am going to seek legal advice so angry at the moment someone from Heathrow better get in touch

I arrived on flight LO285 from Warsaw on 2 Feb at 2200hrs. Upon retrieving my bag, it was apparent there was considerable damage to my bag.

Before I left the baggage claim area, I tried to find someone to report this to, either a representative from Lot Airlines, or someone from the airport. I couldn’t find anyone to help so went to the exit to other side of airport.

I asked the information desk where I could find someone to help and he pointed me to the baggage information phone. I called the appropriate number as indicated on the board by the phone, but no one answered.

I had to leave the airport without resolution to this issue. However, I had my picture taken with my damaged bag while I was trying to reach someone on the phone.

The damage to the bag renders it unusable, and it will need to be thrown away.

I can provide picture if need be, but I would like someone to contact me to resolve this problem.

I can be reached at [protected] or at [protected]@gmail.com

Thank you,

Tim Symington

URGENT CALL for CHARLES LINDSAY NOT to travel on the flight to Inverness.

Booking no [protected]

Nobody will be there to meet him.

His needs to contact his sister ESTHER, Urgently, she is very ill.

His brother WILLIAM is away in Edinburgh for 2 weeks.

IT IS IMPERATIVE THAT CHARLES DOES NOT CATCH THIS FLIGHT.

PLEASE PLEASE STOP HIM.

It is freezing in Inverness, and there is nowhere for him to stay.

Sorry for using this form, but this is an EMERGENCY!

I experienced ridiculously slow Security process at LHR terminal 5 on November 9 at about noon time. It seemed that the security agent was passive aggressive and I nearly missed my flight because of him. I complained to the Security manager on duty and he was extremely callous about my comments. Very frustrating experience. I will never use LHR or BA again if i can help it as a direct result of my experience there on November 9.

Parked with Official Heathrow Meet & Greet from the 27th of Oct to 4th of Nov.

I used and paid a premium (£200) to use this service after hearing about all the horror stories of offsite meet & greet services.

So when I picked up my car and immediately noticed that my windscreen was badly damaged I raised it with the on shift staff and filled out all the correct forms and was told it would take up to 7 days to resolve as they would need to check CCTV etc. This was fine as there was no damage when I dropped the car off..

So I was completely surprised on Monday 07/11 when I received an email in which it states it was hard to tell if there was a crack or not, this is just dumbfounding (please see attached). I was told there are multiple images which i would also like to see, but have not been sent...

I emailed back the photos they sent and clearly showed the massive damage to my windscreen only to receive and another email trying to hind behind T's&C's. The damage was so obviously done whilst the car was in the care of Heathrow parking and the damage so bad that someone or something must have hit the windscreen with a lot of force. To then be told Heathrow won't offer any kind of compensation is madness.