The opening of Terminal 5 at Heathrow last week has been hailed as a new beginning for the airport, but the four older terminals are still a disgrace, according to travellers.
A list of the best and worst airports, decided by 7.8 million passengers, suggests that Heathrow’s transit system is comparable with the chaos encountered at Bombay airport and that its reputation for baggage delivery is at the same level as the airport at Caracas, the Venezuelan capital.
Heathrow was ranked 103rd out of 162 airports, with the main complaints regarding its snaking security queues, surly immigration officials and infuriating baggage system.
The airport fell 58 places in the rankings last year, which was due partly to a luggage crisis in August, when British Airways was so overwhelmed that it had to hire a fleet of lorries to transport unclaimed bags from Heathrow to a sorting facility in Milan.
Heathrow, which is operated by the British Airports Authority, has the largest number of delayed flights in Europe, with more than one in three departing at least 15 minutes late.
Travellers who responded to questionnaires distributed by Skytrax, an airport consultancy, said that Heathrow’s worst attribute was its transit facilities. According to passengers, it was the eighth-worst place in the world to make international connections, with Bombay airport at the bottom of the list.
Heathrow’s best attribute was its duty-free shops, for which it ranked 42nd. The airport was also placed in the top half for its restaurants and cafés, for which it was ranked 72nd, and the friendliness of its staff, who were considered the 79th most polite.
It was ranked 105th for the state of its washrooms, and its general cleanliness let it down further, with the airport being placed 116th.
The best airport, according to the survey, was Hong Kong International, which achieved top ranking for its security processing and dining.
I have lived abroad for many years and have travelled home to UK many times. In the 70`s I was delighted by polite considerate Heathrow officials strict but caring now I`m appalled by the lack of courtesy I thought the UK represented. Last journey to Heathrow our baggage was lost - I found it on a different claim belt - 1 hour after having filled in a form I don`t like losing things and we needed all the posh gear for a wedding - on way back our flight left an hour earlier than had been booked with no sms, e mail or tel. call to advise us. Wrote a little complaint to BA by e mail - they probably erased it immediately. Lost baggage, lost complaint, lost faith in Heathrow.
Elizabeth, Hamburg, Germany
eliz. Luebbert, hamburg, Germany
I have to agree with the comments above. Most of my flights originate in Manchester (another dump - dirty and tatty) but at least for long hauls I can go via Amsterdam (simple but efficient). Heathrow should be avoided at all costs if interlining but if the connection is with BA then the new T5 might improve matters. Charles de Gaulle is insanely complicated and also fast becoming the "new" Heathrow.
Roger, Sheffield, UK
Yep! There's nothing like good 'ole Heathrow to make the rest of the world think we're a 3rd world country. Congratulations to all those involved, you're doing a great job!
Andrew, Godalming, UK
I go out of my way to avoid Heathrow if at all possible, as a Brit living in Hamburg, whenever I return I feel ashamed of the impression that we give to tens of thousands of travellers coming to Britain - the first things they see are dirty carpets, surly staff and queues, even before they try to reclaim luggage, its a disgrace.
Nick, Hamburg, Germany
BAA's mandate is to squeeze passengers so hard that their kidneys are liable to pop out.
Everything in a BAA airport should be labelled "rip off". Glossy and appealing packaging aside, the place is a mugging from start to finish. Including the comical tiny plastic bags to put tiny containers of fluid into: was it £1 or £2 they charged for these silly things at Stansted? I can hardly remember.
When the passenger has been milked of his "green tax" (so funny--paying for fuel!), his overpriced liquor, or his £88 parking per day in Heathrow short term (you can book in advance for a BAA airport on the web, as it says it's cheaper, but you'll be laughed at when you check out as the staff reveal it's dearer than paying in person)..
..then it's on to security: a huge long shuffling line of sheep, removing belts, shoes, jackets, and dangerous nail files, and throwing away perfectly good drinks so they have to buy them again on the other side. "Baa" is about right!
iain carstairs, bedford, uk
When a government grants a monopoly what does anyone expect?
Stuart, Wessex,
I've just passed through Terminal 2D at Paris Charles de Gaulle. What a dump. Easily the worst terminal I have had the misfortune to pass through. Even Heathrow is better.
Derek Watson,, Aberdeen, Scotland
I agree. Luckily I no longer live in the UK and I usually use Vienna, Frankfurt, Amsterdam and Stockholm as hubs for long-distance travel (Frankfurt also has its issues). Vienna is wonderful for making the city centre easily reachable during stop overs.
Both Heathrow and Gatwick are terrible places to be in, overcrowded, no seating facilities (though Vienna.....hmmm), distances to walk are so long that now here in Vilnius, where I live, I use the bus to the airport instead of taxis, since the distance to my nearest airport bus is vastly less than any distance in Heathrow or Gatwick....
Beate, Vilnius, Lithuania
I've travelled long haul for 35 years and I avoid Heathrow like the plague. I prefer to enter Europe through Amsterdam, Brussels or Frankfurt, then on to my local UK airport.
Charles De Gaul and Rome are still a long way behind Heathrow though.
Arthur Stilgrove, Wallsend, UK