Heathrow Airport
Reviews and Complaints

On Wednesday 24/04/19 I was had a accident at Belt 2 when I was getting my back of, I fell and broke my coccyx and had concussion. I reported this to BA REPORT incident NO [protected] .
They told my there was no report of my accident even though I had
1 BA staff member helping me
1 Ladie medical
1 Male paramedics who called the ambulance
2 Ambulances paramedics
All called to attend me then I was taken to West Middlesex Hospital

I am now writing to you, please find below my my hospital letter

Yours

Rose Doherty
rose.[protected]@hotmail.co.uk

Travelling with my family, my husband and two sons aged 10 years and 13 years from Geneva we were directed by a member of staff to go to the e-passport queue. When we arrived at the front of the queue another member of staff said we couldn't go through because of my youngest son being too young. We explained to her that a colleague directed us to this queue. She started to provoke me by saying that I wasn't listening and became obstructive by not letting us through to queue at desk 36. We argued that we didn't want to be split up as a family and she eventually let us pass to desk 36. At this point I decided to make a complaint and asked her for her id. I took a picture of it - see attachment, but again her attitude was provocative and asked very sarcastically how many pictures did I want to take. I 'm afraid at this point I lost my temper and called her a [censored] which I now regret, however I was provoked by her sarcasm and her intention to be obstructive and unhelpful. There are two concerns which should be addressed. We should never have been advised to take the wrong queue and when we pointed this out to another member of staff there was no apology for confusion caused and I should never have been spoken to in the manner which this member of staff did. This staff member should be spoken to about her manner and I would like an apology from her for being obstructive and provocative.

Dear sir or madam,

The purpose of this letter is make you aware of an event which occurred on monday, february 4th, 2019.
I made an advanced purchase to fly from the netherlands to lax in the united states via air new zealand; flight number: nz001, departing time 15.20h from london. The plan was to meet my partner and enjoy sight-seeing for a few days and then, fly together to bogota, columbia. The ticket to columbia had been purchased before the trip began, knowing that esta visa required evidence of an out of the country ticket. The first leg of the journey required a stop-over at heathrow airport in london. My bags were checked in in holland.in london I was able to go through security and was in line ready to board the plane, when the boarding agents stated that I wasn't allowed on the flight. They stated that evidence of a flight ticket from columbia was required before being allowed to enter the usa.
I was able to schedule a flight for the next day and was given ‘sky couch' seating. I did, however, have to pay € 200, 00 plus for hotel accommodations, taxi, and food. I, also, had to pay € 136, 00 for a ticket from bogota to quito, which I don't know if it will even fit into my travel plans. When I landed in the usa, I asked the customs officer about the requirement for evidence for an advance ticket from columbia. He was unaware of such a requirement. He was only aware of the requirement of an advance ticket showing that I was leaving the usa. I have made several inquiries with other international travelers and have not found any confirmation for an advance ticket beyond the one demonstrating that I was leaving the usa.
So I was only for a short time in the usa. My brief vacation has been shortened and my budget decreased. There are items on my bucket list, which will not be fulfilled, because of this and I don't know when it will be possible to return to the states again. This experience has been disappointing and unparalleled in my many years of flying.
I have taken the liberty to contact an agent from the us customs and border protection though the official website of the us department of homeland security. He stated that the question of advanced ticketing is a question for the us customs agent to ask a passenger once he/she arrives in the us. It is not a question for agents of another country. Additionally, he stated that to the best of his knowledge a second advanced ticket should never be a question.
If there is such a regulation, please explain it to me for future reference. If there is no such requirement and the boarding was mistaken, I am asking for reimbursement for my additional expenses and a commensurate flight voucher for my inconvenience.
Your attention on this matter would be greatly appreciated.

Sincerely,

Cornelia meijboom

[protected]@hotmail.com

I arrived on a BA flight from Toronto, on Nov 30th at 06:30, at Terminal 5 " B" gates building.
I went down one level and went through security to go back to "B" gates for my BA flight to Tel Aviv at 0800.
I left my expensive wrist watch in the bin at security.
Watch is a Breitling Aerospace, blue face, titanium bracelet.
I listed a search with missingx.com, and a Breitling silver/silver watch appeared on the list on Dec 1st.
I claimed the watch, but received no response.
In a telephone discussion with Bagshot mid Dec. the lady claimed that the watch that appeared on the list was in no way like the photo I sent of my watch.
Cameras at the security point would show who took my watch. Was it one of the security personnel?

18 Nov American airlines departure lounge, I lost my phone. I was informed by the desk staff that It had been found and would be returned to me on my arrival back into the country. Simply go to the AA desk and ask for it. Well, no one knew anything, no phone, no account of the phone handed in. Please launch an investigation as I would not like to think your staff are Not reliable. AA105 to JFK on the 18 Nov.

I flew into Terminal 5 on Sunday 11/11/2018 on British Airways flight BA1445 from Edinburgh. The flight landed approximately 12:45 PM. My wife and I made our way off the plane and walked to the connecting flight bus area to catch a bus to Terminal 3 for our flight back to New York. We we got there, over 150 people were already on line waiting for the bus to Terminal 3. We had to catch an American Airlines flight AA0105 leaving at 14:45. We were told there was a problem with a tunnel and buses should be there shortly. We had to wait over an hour to get packed on one of the few buses that did arrive. We finally made it to Terminal 3 at 14:15. We had to run through the terminal, pleas with security to open another line to go through and again run as fast as we could to Gate 30. We barley made it on time, they were just closing the gate. This was a horrible experience and cost me money. I was unable to submit my VAT refunds.

I would like to report both staff Abdul and Ibrahim on the 10th November 2018 working with Biman services during security check, he was so arrogant towards myself and my family, he wanted to see my passport I told him it will be shown at the counter he physically pushed me and the manager also, he then pushed my daughter, I neee this investigated, I will forward a copy to mayor of London and prime minister a copy of this, they both neee deciplinary action, the manager name Ibrahim was the superviser also there arrogant and rude. I wil not let this go easily. I want an update sent to my email [protected]@hotmail.com

Today is Wednesday 31st October 16:45. Currently there is a completely unacceptable length of the line in family uk-eu passport queue. The staff is unhelpful, ignoring requests to re-distribute passengers or provide complaints forms. Its completely unacceptable from an airport which aims to be a global leader. Thousands of families are extremely unhappy with such a poor service.

BA Booking Reference - TWZ76U

My client, a child with complex physical disabilities recently went on holiday to Majorca via Heathrow Airport in August 2018. When the family arrived all of the disabled parking bays were blocked with trolleys. My client and his parents were unable to park their wheelchair accessible vehicle in the disabled bays.
Despite receiving an excellent service from Specialist Assistance at BA to book the holiday, when they arrived at Heathrow and sought assistance from your staff, they had to stand and wait whilst the staff at Specialist Assistance stopped discussing their nights out, they were not assisted with their luggage, were told that they could not board ahead of other passengers (which is the usual procedure for children/adults with complex mobility needs - board first/exit last) then when they waited in line with other passengers were told off for queuing with a wheelchair. They then were told to board and had to work their way up the queue asking other passengers to move.
This was an unnecessary experience for them, which they found stressful and upsetting as they had with my help made considerable effort to arrange all the specialist services their son needed. I have been assisting client arrange holidays abroad and this has been the worst service a client has received so far.

Kerry Green,
Occupational Therapist & Case Manager
kerry.[protected]@indliv.co.uk
[protected]

Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Resolver case 5884501
Complaint against british airways by lyn johnson-bartlett generated 24/10/18 at 06:10 gmt
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Case details
Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Company:
British airways
Service:
Flights - departure uk
Reference:
Date raised:
September 26th, 2018 17:24
Booking reference and/or flight number:
Ba0263
When it happened:
September 25th, 2018
Where it happened:
7 ridgeway court, cholsey, wallingford, ox109gu
What happened:
On the 25th september I took both my parents aged 90 and 88 to saudi arabia with me. I prebooked their assistance. I checked in prior to arriving at terminal 5. On arriving at the airport I we were asked to join f area to drop off our bags. The queue was ridiculously long. I pointed this out to your employee and he stated that I had to join the queue. After queuing for 40minutes we were then treated with the same short staff at the security. Again my parents expected to wait and stand.
Weary I took them to the aspire lounge where I paid for them to enter. Met with no seating and busy. They perched on a bench, I ate standing up i. My poor father was in no state to be dragged somewhere else. I pointed out to the staff that had I know the lounge was too busy I wouldn't have committed to coming in. I went to the assistance area to confirm that someone would take my premises to the gate, a10. I had to go in total 3 times. Withn45 mins to spare before the gate closed I returned to assistance and grabbed a chair. No one had turned up and the time now was too late. With me rushing and pushing my father and poor mother struggling behind we eventually got to the gate. Assistance were aware that no help had turned up. This is totally unacceptable. British airways is meant to be our flagship airline. Why are the desks under staffed at such a busy time and also what are your staff not trained to be helpful and understanding. We were met with unagreeable and uncaring ground staff who really didn't care or seem bothered at my parents distress. My father was so embarrassed feeling he had put me to so much trouble. I never fly ba and want in the future. My husbands company book our flights.in future we shall ace them aware of the awful service we encountered. My huge anxiety is that my parents are now due to have to suffer another flight back to the uk on their own without me to fight their corner for assistance... Their flight is on the 15th october. Seriously this whole debacle is what you would expect from a bucket airline.
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
What I want:
Refund of lounge expense.
Apologies and to make good for my parents return flight.
User account email
[protected]@hotmail.co.uk
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Timeline
Day 1 - 26/09/18
Email sent 17:09 gmt:
"accessibility issues - assistance complaint..."
Email received 17:09 gmt:
"british airways customer reference: [protected]..."
Day 29 - 24/10/18
Email sent 06:10 gmt:
"british airways customer reference: [protected]..."
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Back to complaint details back to timeline
Email
Sent on 26/09/18 at 17:09 gmt
Accessibility issues - assistance complaint
Dear sir / madam,
I am writing to you to raise an issue about: flights - departure uk
The issue that I have experienced was: on the 25th september I took both my parents aged 90 and 88 to saudi arabia with me, where I reside. I prebooked their assistance. I checked in prior to arriving at terminal 5. On arriving at the airport we were asked to join f area to drop off our bags. The queue was ridiculously long. I pointed this out to your employee and he stated that I had to join the queue. After queuing for 40minutes we were then treated with the same short staff at the security. Again my parents expected to wait and stand.in total my 88 and 90 year old parents stood for an hour and a half.
Weary I took them to the aspire lounge where I paid for them to enter. Met with no seating and busy. They perched on a bench eating not much on their laps, I ate standing up. My poor father was in no state to be dragged somewhere else. I pointed out to the staff that had I know the lounge was too busy I wouldn't have committed to coming in. I went to the assistance area to confirm that someone would take my parents to the gate, a10. I had to go in total 3 times. Withn45 mins to spare before the gate closed I returned to assistance and grabbed a chair. No one had turned up and the time now was too late. With me rushing and pushing my father and poor mother struggling behind we eventually got to the gate. Assistance were aware that no help had turned up. This is totally unacceptable. British airways is meant to be our flagship airline. Why are the desks under staffed at such a busy time and also why are your staff not trained to be helpful and understanding. We were met with unagreeable and uncaring ground staff who really didn't care or seem bothered at my parents distress. My father was so embarrassed feeling he had put me to so much trouble. He might be 90 but is a very proud man. I never fly ba and wont in the future. My husbands company book our flights.in future we shall make them aware of the awful service we encountered stating that we won't fly with you again. My huge anxiety is that my parents are now due to have to suffer another flight back to the uk on their own without me to fight their corner for assistance... Their flight is on the 15th october. Seriously this whole debacle is what you would expect from a bucket airline.
It occurred on: 25/09/2018
Refund of lounge expense.
Apologies and to make good for my parents return flight.
I look forward to your prompt response on this matter. As recommended by trading standards, I would like to keep a complete record of my case, so please reply back via this email account.
Yours faithfully,
Lyn johnson-bartlett
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Booking reference and/or flight number ba0263 25th september 13.45 vera norman
Bill norman
7 ridgeway court cholsey wallingford ox109gu
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Back to complaint details back to timeline
Email
Received on 26/09/18 at 17:09 gmt
British airways customer reference: [protected]
Thanks for getting in touch with us.
We've received your correspondence and we've created a case for you. Your case id is [protected] and we'll be in touch as soon as possible. We currently have high volumes of incoming mail, so would ask you not to chase a response. We'll be in contact as soon
As possible.
In the meantime, if you would like to contact us about your case please do not reply directly to this email as this account is unmonitored. Instead, please complete one of the following forms:
To provide us with receipts for your baggage claim: https://baggageclaim.britishairways.com/additional-baggage-claim-information?cid=18375886"
To provide us with receipts for your expenses claim: https://disruptionclaim.britishairways.com/additionalClaims.php?cid=18375886"
To give us a general update or ask questions about your claim: http://www.britishairways.com/travel/webforms/public/en_?eId=120001&wfpId=custrelform_update
The case id is personal information and we'll only be able to speak to you about your case. We're more than happy to discuss your case with someone else, as long as you've given us the authority to do so in advance.
We really appreciate your patience and we look forward to speaking with you.
British airways customer relations. This message is private and confidential and may also be legally privileged. If you have received this message in error, please email it back to the sender and immediately permanently delete it from your computer system.
Please do not read, print, re-transmit, store or act in reliance on it or any attachments. British airways may monitor email traffic data and also the content of emails, where permitted by law, for the purposes of security and staff training and in order to
Prevent or detect unauthorised use of the british airways email system. Virus checking of emails
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
(including attachments) is the responsibility of the recipient. British airways plc is a public limited company registered in england and wales. Registered number:
1777777. Registered office: waterside, po box 365, harmondsworth, west drayton, middlesex, england, ub7 0gb. Additional terms and conditions are available on our website: www.ba.com
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
Back to complaint details back to timeline
Email
Sent on 24/10/18 at 06:10 gmt
British airways customer reference: [protected]
Dear customer relations,
Ba0263
I am writing to complain about an issue with flights - departure uk.
I have already raised my issue within your organisation, but I feel that my issue is still unresolved, hence my need to involve you in helping to resolve this problem.
Here is what happened: on the 25th september I took both my parents aged 90 and 88 to saudi arabia with me. I prebooked their assistance. I checked in prior to arriving at terminal 5. On arriving at the airport I we were asked to join f area to drop off our bags. The queue was ridiculously long. I pointed this out to your employee and he stated that I had to join the queue. After queuing for 40minutes we were then treated with the same short staff at the security. Again my parents expected to wait and stand.
Weary I took them to the aspire lounge where I paid for them to enter. Met with no seating and busy. They perched on a bench, I ate standing up i. My poor father was in no state to be dragged somewhere else. I pointed out to the staff that had I know the lounge was too busy I wouldn't have committed to coming in. I went to the assistance area to confirm that someone would take my premises to the gate, a10. I had to go in total 3 times. Withn45 mins to spare before the gate closed I returned to assistance and grabbed a chair. No one had turned up and the time now was too late. With me rushing and pushing my father and poor mother struggling behind we eventually got to the gate. Assistance were aware that no help had turned up. This is totally unacceptable. British airways is meant to be our flagship airline. Why are the desks under staffed at such a busy time and also what are your staff not trained to be helpful and understanding. We were met with unagreeable and uncaring ground staff who really didn't care or seem bothered at my parents distress. My father was so embarrassed feeling he had put me to so much trouble. I never fly ba and want in the future. My husbands company book our flights.in future we shall ace them aware of the awful service we encountered. My huge anxiety is that my parents are now due to have to suffer another flight back to the uk on their own without me to fight their corner for assistance... Their flight is on the 15th october. Seriously this whole debacle is what you would expect from a bucket airline.. This happened on september 25th, 2018
Refund of lounge expense.
Apologies and to make good for my parents return flight.
Please reply back via this email address, as I would like to keep all my communications in one place. Yours sincerely,
9 / 11

Lyn johnson-bartlett
7 ridgeway court
Cholsey wallingford ox109gu
Res5884501
Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
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Lyn johnson-bartlett complaint against british airways - flights - departure uk - case 5884501
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Can anybody advise how to register a formal complaint against a particular member of staff at the Security checkpoint, for undue harassment on 21st October 2018 from Terminal 5 at approx 12 PM.

While we can all appreciate the need for vigilance and thoroughness at airport security, this Security Agent's sole aim appears to have been passenger harassment. While saying she was searching for liquids, she seemed to be more interested in checking every piece of paperwork and other quite obviously non-liquid contents of my hand baggage. Surely some common sense needs to be exercised by security.

In any case, her language was rude and offensive. This is simply unacceptable

It must be noted that the same bag was checked at the security gate in KLAS, like all hand baggages.

It seems that the lady was jealous of the fact I travelled First class with BA. In fact she concentrated her efforts, and nasty words, against the vanity pack - sealed, never opened - all first class passengers are given.

This is NOT a good welcome to the UK. Maybe a better training to your employees is needed.

Yours Sincerely
Claudio Cilli

My parents suffered a bad attitude and unfair service and bad attitude when they were going to get tax refund in airport, there is an Indian woman did! And it is unreasonable for her to withhold all of their tax form, as well as refuse to return tax though my family have the product in their hand! And she also gave a misguide of failing to get their products back which already checked to my parents. If your airport will not think highly of this case, the Heathrow would be better shut down!

One of the search office stole my gold 18 carat gold from my jewellery bag when searching it.
He opened my big bag and opened that small bag containing the ring and other jewelleries.
ThenAfter, he told me that he needs to go back to put it back for a second screening far from where I was and couldn't see what he was doing. I am strongly sure he stole it. Therefore I want you please to check the CCTV on 14/09/2018 aroud 3'o clock...
waiting to hear from you as soon as possible.
I have attached some pictures:
-The ring on one of my picture last year.
-My picture that day what I wore.
-Tickets
Yours truly

My mother sayda jasmin khan was travelling to Dhaka to Bangladesh on flight BG 002 on Saturday the 6th October. She needed wheel chair assistanc because she can't walk with her left knee properly and can't lift heavy stuffs properly. I was very surprised to know that the lady who was pushing her wheelchair was very rude with her. She seemed very cold from the beginning. Her last name is pereira and first name starts with H most probably honoraria. I was trying to smile a her when I was seeing my mother off but she was very cold. But I wasn't bothered about that but what made me angry was she made my mother took out her hand luggage from underneath the wheelchair herself. Which was heavy for her. All the to the gate she was complaining and quote she was saying " we r human beings too. Your hand luggage and purse very heavy " . My mother's English is ok so she just apologised. But honestly I wouldn't have complained if it wasn't for the fact that she took out her luggage herself. I was very upset.

Using Fast Track 26 minutes through Gate 5. A bag was side lined and the idiot security guy took everything out without any explanation why the bag had been sidelined. No explanation of anything in the bag that gave rise to the stop and not even the oft used "Random search" was used. Told me to speak to his supervisor Mohammed. Another idiot! Refused to provide any info whatsoever! I travel a lot and LHR is one of the worst in the world, Manchester even worse and LGW not far behind. Making me think of using City airport to go to eg Dublin for future long haul flights. So much better there than the "idiots with attitude" we have here.

Travel warning: if you are traveling with children you may wish to avoid Heathrow/GB. Here is why:
We recently transited through Heathrow on our flight to San Francisco. Passing through security, our 4 year old daughter was selected for a security screening (that's right, not me, nor my wife, but our 4 year old child!). The explanation that the official offered was "random selection". Now, it does not take more than a shred of intelligence to realize how irrational, unjustifiable, and ridiculously ineffective randomness is as a security method - or how absurd and pretentious the offered explanation was.
The truth is that there a profiling system in place and selects individuals who are more likely to go through the x-ray scanners than requesting a pat-down search (e.g. a young child who may be afraid to be touched by a stranger).
X-ray scanners are an excessive measure that adds little, if anything, to security. They only exist so that manufacturers can get lucrative government contracts. Given that the EU population is more alert to government abuse and corruption and the health liability in x-raying every unaware traveler, the British government opted for selective x-raying so that they can justify the installation of the machines. But they have quota to meet and thus they must select travelers who are likely not to request a pat-down search (e.g. children).
This is just government coercion and corruption - a typical example of the way British governments have operated for centuries now.

To whom it may concern,

Last night 30 August I went through customs at Heathrow terminal 3. The bags as per normal were scanned, my partners hand bag was flagged and pulled aside for further inspection. There was a gentleman in front of us who had some issue. We waited patiently for 10 minutes before requesting the customs official to please assist us as we were running late for our flight. She snapped at us that she would attend to us when it suited her.. we waited another 6 minutes. She then looked at us, smiled arrogantly and walked off on a break. I Then asked another lady who shouted at us to wait until she was ready. She eventually helped us. I complained about her colleague and she was disgustingly rude telling us she would take as long as suited her. I have no idea why they were so rude and honestly I couldn't care.. not only a terrible advert to people visiting Heathrow but a poor reflection of England and its officials.. I wonder if she treats all visitors from Africa so poorly. The time of the incident was 6.47 pm. At the 4th scanning belt at terminal three.

excessive queue for UK citizens with children under 12. over 40 minutes. Rude immigration especially a white gentleman in his sixty's who when asked a question an another person in the officer called him a pillock and marched away and the same man. when dealing me to tell me which desk to go was very rude.
everyone at desks seemed as though they were inexperienced taking 10-15 minutes to process passengers

Upon arrival at immigrations officer 7391 was extremely rude with his demeanour. He said that "you Americans don't understand how much we have to do to get into your country." Followed by "if we get hurt in your country your ambulances won't pick us up" calling me "ignorant" basically a long winded vent to me to make me feel crummy and it was a horrible first impression for England and I almost wanted to leave. It's a horrible way for a tourist to start there journey in England I've spent thousands before getting here and that's how I get treated.

On July 29th as my wife fell due to slippery surface as She was going down the pathway after boarding off the place between 10.30-11.00am. It took a long time for he Medical Team. When they did, they treated her and put her on a wheel chair and the Airport security took her to the Taxi as She could not travel by underground. This cost us more money to come home.

She suffered in pain, for over a month under tight plaster put by Hospital and could not cook, clean or do any other household chores and had trouble sticking her daily routine for dressing, bathing, visiting toilets etc and looking after our two small 8 years old children. She has been much stressed as a result with her broken ankle bone. She can only hop using braces and other support provided by the Hospital.

It is really down to the Airport Authorities to not have slippery surfaces where people fall and break their ankle bones etc.

What remedies can be provided in respect of pain, suffering and losses;
We had to Hire Taxi to get home that cost Extra Money
We had to do take always
Get Outside assistance and assistance from family members who had to look after and take unpaid leave etc
We had to have a cleaning Company to come and clean and private home health
My wife was confined to bed and so we had our vacation with our Children s outings spoilt
My wife could not go shopping with her fractured ankle and this has cost us as well
Currently, She is confined to walking with braces only and so this is inconvenient for her as well as our family.

Please knowledge safe receipt and respond via E-mail at [protected]@fsgltd.net, phone [protected]

Dr S Shah