"The terminal is quite impressive and I must say I love the design and architecture."
"London Heathrow Terminal 5. This place is a behemoth that steals the skyline as you approach."
"As an airport terminal it has all the usual facilities."
"Heathrow Terminal 5 is like a big spaceship, brigh and lots of places to eat."
"Exclusive terminal for British Airways. dedicated checkin counter for First class. Airport was spacious enough to handle crowd with efficient crown management."
Cons:
"The terminal has got too and I mean too small for the people traffic on it."
"Air condition is not good. overcrowded. Very limited selection of places to eat."
"Poorly air conditioned. Stuffy, overcrowded. Poor selection of places to eat."
"This airport has the most inane system for security and blocks passengers from going through with arbitrary time-limits (35 minutes before)."
"Very crowded, clean restrooms, very little seating (seating not very comfortable), very few affordable stores."
Staff Service and Assistance
Pros:
"Gates for, among others, flights to the USA, for me that meant back home. Well signed, clean facilities, clear announcements, helpful and friendly staff throughout."
"Used Heathrow T5 for the first time for a Euro City break on BA. The airport is airy & clean with plenty of staff on hand."
"Great terminal, terrible BA service in B gates."
"As always, it was a mess. Been to airports all over the world, including NY, LA, Sao Paulo... never have the issues like we always do at Heathrow."
"Exceptional Customer Service by a BA staff member, Sarfraz Nazir. Went out of his way to assist."
Cons:
"Disorganised, unhelpful staff and arrival is even worse than departure."
"Our grandparents booked assistance of wheel chair. Staff first pushed them to a place, they waited over there for another staff to push them to the gate."
"The wheelchair team abandoned my father at the waiting room, my father couldn't speak English and if it wasn't because of a fellow passenger's help, my father would've missed his flight!"
"Security severely understaffed… again .. as confirmed by the staff that are here."
"Whist checking in and going through security was all managed in good time. At each touchstone I received bad service from people with what can only be described as a bad attitude."
Security and Baggage Handling
Pros:
"Security and baggage drop off was pretty quick. Got through in less than 10mins."
"A vast but well organised airport. Terminal 5 Heathrow, the home of British Airways. Great parking though not cheap, book ahead to save yourself a bit. Departures is well signposted with security fast and efficient."
"Despite it being the busiest terminal in Heathrow, going through security is always quick."
"I flew to Austria an a British Airways A320, Check in was quick! Surprisingly for Europe's busiest airport, security was a breeze! Took us 5 minutes!"
"Check-in was quick and easy. Security was very efficient and fast."
Cons:
"We landed in Heathrow Terminal 5 just as the strikes commenced and anticipated a long and stressful wait."
"Awful self check in on arrival to airport, no self check-in machines worked."
"After a 12 hour flight the last thing you need is to get yanked around like a monkey to pass their ridiculous security procedures to transfer."
"It was my first time flying into this airport. It’s a huge airport and the duty free experience is great, so many shops and places to eat. However, on the way to the Seychelles our luggage got left in Heathrow as they failed to put it on our plane."
"Absolute worst of the worst border control process. Had to wait 4 hours in line after getting off a long flight because of lack of counters and god knows what type of work ethic these immigration officers have."
Transportation and Accessibility
Pros:
"At Terminal 5, there are several transportation options available to get you into London. You can take a train, bus or call a cab."
"This terminal was easily accessible from the London Underground rail system, Piccadilly line from Hounslow Central took ~18 minutes and wasn’t too crowded at 8:30 on a Monday morning in mid December."
"Booked a car to be picked up at the airport via Eurocar. Bus stop No. 26 is where you can find the free shuttle bus service."
"London Heathrow Airport has the most international passenger traffic of any airport in the world."
"A London Underground tube station near terminal five. Just take Lift near arrival out gate. Piccadilly line for central London."
Cons:
"The terminal could benefit from good artwork, murals etc. However, for a European airport, this is certainly state of the art."
"We just transited terminal 5, arrived on a coach from Woking and tried to navigate to terminal 4, we caught a free train to Heathrow central and changed to get a train to terminal 4 - a little muddled and confusing."
"The transit train was very fast and efficient. Make sure you allow about 15min to get to Satellite C or B leaving from Terminal 5."
"The connections to central London from here are great with the Piccadilly line and the Elizabeth line with trains leaving around every 10 minutes."
"Your staff at the Elizabeth line station was so misguided. I guess one of them couldn’t even tell the difference between the Lizzy line and Heathrow express."