London heatrow terminal five (worst airport)

[MeridianSkipper]

We recently returned from Oceania Cruise Line’s Mythical Medley (Venice to Rome) cruise, and our air travel involved two transits through Heathrow Terminal Five. One would think that British Airways’ new terminal would make travel less of a challenge. Our experience demonstrated that new does not translate to better or for that matter even barely acceptable.

Our journey to Europe involved a transfer from Heathrow to Gatwick a challenge BA added after an initial booking that included a Heathrow to Venice flight. In addition to the added burdens of luggage retrieval, immigration, absence of any trolleys, and the added cost of bus tickets, we found that Heathrow had no clear signage telling the traveler where to find the National Express Airports' bus service. Inquiries made of several BA ground-staff members led to nothing, (i.e., staff were uninformed or too unmotivated to care). Finally we came upon a chap who had not seen the “be surly and don’t help” memo. He helped us find the bus ticket office, which was manned by a rude clerk who pointed to computerized ticket machine. The machine was poorly designed and absent any directions. Another nice person, who had missed the memo, helped us purchase our tickets. We were off to Gatwick a place we never really wanted to go. Fortunately, the ground-staff there were gracious and helpful. Clearly BA had found a way to transfer their service-oriented people to the countryside.

Our return trip featured a security ordeal which compared favorably with the chaos and ill-humor found at Riyadh in 1992. The process started with tables manned by screaming young women waving plastic bags for fluids already bagged at the start of the journey. Then we were confronted by a mob of young women who demonstrated uncanny skill at shouting unclear instructions rudely as travelers coped with commands to remove belts, large watches, shoes, and coats. Everything removed was to be put into trays although that requirement was not made clear by the obtuse verbal rant or security system design (system and design used loosely here). Once past security, we had to endure BA’s penchant to hide the gate location as long as possible.

Having given our recent experience some thought, it seems clear that Terminal Five was conceived and constructed as a shopping mall. The associated security system seems to serve as job-creation project for those awaiting employment as penal system guards.

[Gsel]

Sorry you had problems with Terminal 5, we had just the opposite with two experiences in the past couple of weeks. Spent four hours there the first time and 3 the second time and found it very easy to negiotate and everyone we came in contact with was very helpful and eager to make things easy for us. The signs were very plain and transfers were easy to read. Granted, they don't post gate numbers until two hours before departure, but we just found a place to sit down and relax and waited. Hope your next time in London is more pleasant.

[celle]

Originally Posted by MeridianSkipper

We recently returned from Oceania Cruise Line’s Mythical Medley (Venice to Rome) cruise, and our air travel involved two transits through Heathrow Terminal Five. One would think that British Airways’ new terminal would make travel less of a challenge. Our experience demonstrated that new does not translate to better or for that matter even barely acceptable.

Our journey to Europe involved a transfer from Heathrow to Gatwick a challenge BA added after an initial booking that included a Heathrow to Venice flight. In addition to the added burdens of luggage retrieval, immigration, absence of any trolleys, and the added cost of bus tickets, we found that Heathrow had no clear signage telling the traveler where to find the National Express Airports' bus service. Inquiries made of several BA ground-staff members led to nothing, (i.e., staff were uninformed or too unmotivated to care). Finally we came upon a chap who had not seen the “be surly and don’t help” memo. He helped us find the bus ticket office, which was manned by a rude clerk who pointed to computerized ticket machine. The machine was poorly designed and absent any directions. Another nice person, who had missed the memo, helped us purchase our tickets. We were off to Gatwick a place we never really wanted to go. Fortunately, the ground-staff there were gracious and helpful. Clearly BA had found a way to transfer their service-oriented people to the countryside.

Our return trip featured a security ordeal which compared favorably with the chaos and ill-humor found at Riyadh in 1992. The process started with tables manned by screaming young women waving plastic bags for fluids already bagged at the start of the journey. Then we were confronted by a mob of young women who demonstrated uncanny skill at shouting unclear instructions rudely as travelers coped with commands to remove belts, large watches, shoes, and coats. Everything removed was to be put into trays although that requirement was not made clear by the obtuse verbal rant or security system design (system and design used loosely here). Once past security, we had to endure BA’s penchant to hide the gate location as long as possible.

Having given our recent experience some thought, it seems clear that Terminal Five was conceived and constructed as a shopping mall. The associated security system seems to serve as job-creation project for those awaiting employment as penal system guards.

Seems pretty similar to our experience in many airports! At least you were not subjected to fingerprinting and facial recognition, as UK visitors to the US are!

[6rugrats]

I like LHR and Terminal 5. Never experienced any of these problems, but I would never choose a flight that would require a transfer to Gatwick.

Your complaints cause me to question if you travel much. None of the gates are posted until about two hours in advance at LHR. It's the way it is. Not sure why it makes a big difference; two hours is plenty of time to get to the gate. None of your other experiences strike me as out-of-the ordinary for airline travel today.

If you think staff was rude at LHR, you would really enjoy them at FRA. LHR, terminal 5, doesn't even come close to the world's worst airport.

I have found it best when traveling to do my research first, so I am prepared. Try that next time and see if your experience is better.

[boone2]

LHR staff are a dream compared to LGA and JFK, consistently nasty people work there and I would never take a flight through either of those airports unless there was a severe emergency and there truly was no other choice.
I have never come across any rudeness at LHR and I fly thrugh there at least once a year
Terry

[njhorseman]

Originally Posted by celle

Seems pretty similar to our experience in many airports! At least you were not subjected to fingerprinting and facial recognition, as UK visitors to the US are!

Those are governmentally imposed security measures and have absolutely nothing to do with the customer service issues the OP was complaining about.

Also, you're not being singled out because you're from the UK.

[MeridianSkipper]

Perhaps the London to Boston and London to Riyadh are exceptions. Nonetheless, I've never seen a gate posting of two hours before departure. BA averages about 50 minutes.

[Ricky Chan]

Originally Posted by Gsel

Sorry you had problems with Terminal 5, we had just the opposite with two experiences in the past couple of weeks. Spent four hours there the first time and 3 the second time and found it very easy to negiotate and everyone we came in contact with was very helpful and eager to make things easy for us. The signs were very plain and transfers were easy to read. Granted, they don't post gate numbers until two hours before departure, but we just found a place to sit down and relax and waited. Hope your next time in London is more pleasant.

Two hours before depature??

We travelled with BA twice in May of 2008 and Sept. of this year, both times gate no. wasn't posted until 45 MINUTES BEFORE DEPARTURE. THE RECENT ONE WE HAD TO TAKE THE UNDERGROUND TRANSIT TO THE GATE.

I don't believe they don't know the gate no. until 45 minutes or one hour before departure.

Ricky

[Ricky Chan]

Originally Posted by MeridianSkipper

Perhaps the London to Boston and London to Riyadh are exceptions. Nonetheless, I've never seen a gate posting of two hours before departure. BA averages about 50 minutes.

Concur with you, average about 50 minutes. Too short for me to feel comfort.

Having said nasty negative thing about posting the gate no. by BA at LHR, I still like the Airport and will use it again on our next May Canary Islands cruise out of Southampton.

Ricky

[Gardyloo]

It's probably worth reminding people that security, signage (like where's the bus) and many other operational aspects of T5 (also T1/2/3/4) are the responsibility of the airport's owner, BAA, and not the airlines.

[DougYWG]

Gate postings of less than an hour are typical of Heathrow. It is quite normal in T1, T2 and T3 as well as T5 so don't pick on BA. In the U.S. and Canada airlines have a gate plan for the rest of the day. Can't believe Heathrow would be different. I think it is more related to your other point - the giant mall. They want you to maximize your shopping time.

[scottbee]

Originally Posted by DougYWG

Gate postings of less than an hour are typical of Heathrow. It is quite normal in T1, T2 and T3 as well as T5 so don't pick on BA. In the U.S. and Canada airlines have a gate plan for the rest of the day. Can't believe Heathrow would be different. I think it is more related to your other point - the giant mall. They want you to maximize your shopping time.

it's a difference in design. There is much less seating near the gates, but a large central waiting area. At Gatwick, there are some gates with no seating at all, and you're not supposed to go to the gate until 15 mins before IIRC

[PennyAgain]

I would absolutely never accept ticketing that including changing from LHR to Gatwick! Never!

The relatively late gate postings are typical in many airports around the world outside the US. Usually there is limited or no seating at gates and many flights come and go in a day from the same gate.

[celle]

Originally Posted by njhorseman

Those are governmentally imposed security measures and have absolutely nothing to do with the customer service issues the OP was complaining about.

Also, you're not being singled out because you're from the UK.

I think you missed my point!

The OP was complaining about routine security measures, most of which apply wherever you travel, and some of which were imposed throughout the world as a result of the US being attacked on 9/11.

The OP should not have needed to have these procedures explained - he/ she only had to watch what others were doing.

If the UK applied reciprocal measures, US citizens would be fingerprinted, so at least the OP avoided having that added to his list of woes.

And I do know that it is not ony UK citizens who are fingerprinted on arrival in the US. For some strange reason, the US appears to believe that only "foreigners" present a terrorist threat.

[Gsel]

Yes, Ricky Chan, we were there both times very early in the morning and our gates were posted right on schedule at 2 hours before departure. We were told that was the "normal" time.

[MeridianSkipper]

The security measures were not consistent with measures in place during our arrival. Strict security is not enhanced by rudeness nor poor communications skill. The young ladies in question simply were not up to the task.

[njhorseman]

Originally Posted by celle

I think you missed my point!

The OP was complaining about routine security measures, most of which apply wherever you travel, and some of which were imposed throughout the world as a result of the US being attacked on 9/11.

The OP should not have needed to have these procedures explained - he/ she only had to watch what others were doing.

If the UK applied reciprocal measures, US citizens would be fingerprinted, so at least the OP avoided having that added to his list of woes.

And I do know that it is not ony UK citizens who are fingerprinted on arrival in the US. For some strange reason, the US appears to believe that only "foreigners" present a terrorist threat.

Your main point seems to be what I've outlined in red, above. You might want to think about the fact that the US is far more confident in knowing who it has issued its passports to, US citizens, than it is about knowing to whom other governments have issued their passports. They know who I am. They don't know you.

As for the OP, the first half of the post is a rant about BA's customer service, which has nothing at all to do with security. As for the second half, it doesn't sound a heck of a lot different than what I've encountered in busy airports in both the US and elsewhere in the world. That's not to say it shouldn't be a lot better, but if you travel it's something you learn to live with for the few minutes of your life you're subjected to it.

[MeridianSkipper]

For the past 17 years, British Airways has been my airline of choice and I've transited Heathrow over 50 times. The comments made apply to my most recent experience, which was my first adventure in Terminal Five. My previous experiences (Terminals Four and One) were quite positive. That experience includes the first BA flight out of Boston after 911.

Air travel has decline precipitously, and from my recent experience British Airways has declined as well. I don't really care who provides the service at Heathrow Terminal Five or manages the activity, our experience was neither positive nor reflective of expectations garnered from previous trips. British Airway uses Terminal Five a principal selling point in the advertisements. Consequently we expected positive change. Terminal Five looks better but I am not sanguine it functions more effectively.

[6rugrats]

Originally Posted by MeridianSkipper

Terminal Five looks better but I am not sanguine it functions more effectively.

If this is the way you spoke to the staff, perhaps this is the reason for your problems? I would think some of them would be uniformed as to what you were talking about, and too unmotivated to care to look it up .

[celle]

Originally Posted by njhorseman

As for the second half, it doesn't sound a heck of a lot different than what I've encountered in busy airports in both the US and elsewhere in the world. That's not to say it shouldn't be a lot better, but if you travel it's something you learn to live with for the few minutes of your life you're subjected to it.

As I said in my first post.

I get the impression that the OP had not travelled much and was surprised at the security measures. His rant was a bit over the top - and I did also wonder at first if it was tongue-in-cheek.