Heathrow branded 'Europe's worst' by US airline boss
Heathrow Airport has been branded the "worst in Europe" by a senior executive of a US airline.
Don Langford, head of customer services Europe for American Airlines, delivered an outspoken attack on the west London airport, saying it was a "bit of a dump" that suffered from a lack of investment
The comments come as Heathrow attempts to rebuild its reputation after the opening of the £4.3 billion Terminal 5 saw tens of thousands of bags lost and dozens of flights delayed.
Mr Langford told BBC Radio 4 Heathrow was the worst of all European destinations his company flies to.
He told the broadcaster: "Heathrow is not just bursting at the seams. I think the seams have burst.
"If you look at the fabric of the building, if you look at where customers check in - missing light bulbs, duck tape on the floor.
"I would have to say that Heathrow is in many ways the worst of all the airports that my company flies to in Europe."
But Heathrow operator BAA said things were improving and it would invest £4bn over five years to improve the airport.
BAA's corporate affairs director Tom Kelly told the BBC: "This is an airport which was designed for something like 45 million passengers - we have now got 65 million.
"We are investing £4bn over the next five years.....you've got to realise that if you are going to invest that kind of money it takes time to put things right."
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Posted by: Tea Boy at the RBS, Leith on 7:44am Tue 29 Apr 08
Don Langford is spot on in his criticism of Heathrow Airport. I have passed through the airport on numerous occasions and each time it has been a bit of a nightmare.. The place is too big and has been described as a city within a city. Getting between terminals is a journey in itself.
Don Langford is spot on in his criticism of Heathrow Airport. I have passed through the airport on numerous occasions and each time it has been a bit of a nightmare.. The place is too big and has been described as a city within a city. Getting between terminals is a journey in itself.
Posted by: Stephen, Glasgow on 8:54am Tue 29 Apr 08
However bad Heathrow is, it is nothing compared to the hell hole airports in the USA. JFK airport is the dirtiest airport I have ever seen.
However bad Heathrow is, it is nothing compared to the hell hole airports in the USA. JFK airport is the dirtiest airport I have ever seen.
Posted by: IAROSS, Largs on 9:07am Tue 29 Apr 08
Agree with Tea-Boy - the focus over the last 10 years has been to cram as many "Shopping Experiences" into the terminal and get as much money out of passengers as possible while reducing opportunities for a pleasant travelling experience. The fabric is falling apart (Except in shopping areas) and unless you are one of the lucky few who can access Airline Lounges it's a pretty miserable place to be!
Agree with Tea-Boy - the focus over the last 10 years has been to cram as many "Shopping Experiences" into the terminal and get as much money out of passengers as possible while reducing opportunities for a pleasant travelling experience. The fabric is falling apart (Except in shopping areas) and unless you are one of the lucky few who can access Airline Lounges it's a pretty miserable place to be!
Posted by: CC, Glasgow on 11:43am Tue 29 Apr 08
It's not as good as some of the more modern builds, Changi, Chek Lap, Bangkok etc, but it's still a million times better than Luton Prestwick. Stansted and Glasgow, so I reckon it still has to be the best in the UK.
With 65 milllion passengers a year going through it, things get worn and broken, at least they do upgrade and it's not still stuck in a 1960s timewarp like Prestwick.
It's not as good as some of the more modern builds, Changi, Chek Lap, Bangkok etc, but it's still a million times better than Luton Prestwick. Stansted and Glasgow, so I reckon it still has to be the best in the UK.
With 65 milllion passengers a year going through it, things get worn and broken, at least they do upgrade and it's not still stuck in a 1960s timewarp like Prestwick.
Posted by: tris, scotland on 12:16pm Tue 29 Apr 08
[quote]BAA's corporate affairs director Tom Kelly told the BBC: "This is an airport which was designed for something like 45 million passengers - we have now got 65 million[/quote]
Well Tommy, does that not mean you're raking in about another 45% in takings? It's hardly an excuse for it being a hell hole. If things get a bit worn and broken because of the 65 million people going through it.... spend some of the extra money and get it repaired... Simple really.
Like many other people I would avoid Heathrow if I possibly could. From Scotland it's usually just as easy, and much less stressful, to fly through Amsterdam or Paris.
BAA's corporate affairs director Tom Kelly told the BBC: "This is an airport which was designed for something like 45 million passengers - we have now got 65 million
Well Tommy, does that not mean you're raking in about another 45% in takings? It's hardly an excuse for it being a hell hole. If things get a bit worn and broken because of the 65 million people going through it.... spend some of the extra money and get it repaired... Simple really.
Like many other people I would avoid Heathrow if I possibly could. From Scotland it's usually just as easy, and much less stressful, to fly through Amsterdam or Paris.
Posted by: Alkie, NYC on 1:52pm Tue 29 Apr 08
JFK is much nicer than Heathrow.
More importantly, they don't lose your luggage.
British workers are more concerned about strike than their actual work.
JFK is much nicer than Heathrow.
More importantly, they don't lose your luggage.
British workers are more concerned about strike than their actual work.
Posted by: AD, London on 2:36pm Tue 29 Apr 08
The words pot, kettle and black come to mind. Heathrow may resemble one of Dante's circles of hell, yet American Airlines is a terrible airline, to which recent personal experience attests: old planes, grumpy staff, cancelled flights with little or no explanation and apology. Also, JFK at least equals Heathrow in terms of inconvenience as an airport, particularly the air train round the terminals which costs the princely sum of $5 for the dubious privilege of using it (it would almost be quicker to walk).
The words pot, kettle and black come to mind. Heathrow may resemble one of Dante's circles of hell, yet American Airlines is a terrible airline, to which recent personal experience attests: old planes, grumpy staff, cancelled flights with little or no explanation and apology. Also, JFK at least equals Heathrow in terms of inconvenience as an airport, particularly the air train round the terminals which costs the princely sum of $5 for the dubious privilege of using it (it would almost be quicker to walk).
Posted by: The Stig, Motherwell on 3:11pm Tue 29 Apr 08
We just had the terrible terminal five experience and it wasindeed terrible even though we had only taken hand luggage. On the way out to T3 to catch our AA flight we were not able to get out of the area by our gate until another flight had disembarked. Getting to T3 and the AA flight was the easy bit and as normal the AA flight crew were 'grumpy' mind you i find all air crew are now bad tempered and grumpy and not customer friendly now maybe it is better in 1st class but as i have to pay for my own ticket now that is a no no. Getting back to LHR we had an even worse experience in T5 cancelled then delayed BA flight which was eventually boarded at a rush in chaos not by seat row number. In T5 we had constant checks of boarding cards two at the gate within 10 feet of each other then again on boarding the plane highly so we are highly unimpressed by BAA BA and AA sadly will be going this same route in a few months time - trying to decided if once again it will be carry on bags only or can we chance BA managing to route our hold bags to the right flights in the right time frame both outbound and on the way back - i did not know that flipping a coin would become a critical part of airline travel now.
We just had the terrible terminal five experience and it wasindeed terrible even though we had only taken hand luggage. On the way out to T3 to catch our AA flight we were not able to get out of the area by our gate until another flight had disembarked. Getting to T3 and the AA flight was the easy bit and as normal the AA flight crew were 'grumpy' mind you i find all air crew are now bad tempered and grumpy and not customer friendly now maybe it is better in 1st class but as i have to pay for my own ticket now that is a no no. Getting back to LHR we had an even worse experience in T5 cancelled then delayed BA flight which was eventually boarded at a rush in chaos not by seat row number. In T5 we had constant checks of boarding cards two at the gate within 10 feet of each other then again on boarding the plane highly so we are highly unimpressed by BAA BA and AA sadly will be going this same route in a few months time - trying to decided if once again it will be carry on bags only or can we chance BA managing to route our hold bags to the right flights in the right time frame both outbound and on the way back - i did not know that flipping a coin would become a critical part of airline travel now.
Posted by: OHO, Glasgow on 3:19pm Tue 29 Apr 08
The question that ought to be asked is - then why is American Airlines still paying BAA money for the privilege of using that airport? Why don't they move their base to Manchester or Glasgow and shutlle their passengers to these airports for connections? Isn't that supposed to be how it works?
We now have a policy of not touching any London airports at all for business travel - and I'm applying the same principle to holidays. It can take more effort - to check out links via Amsterdam, Frankfurt, Paris, but well worth it in terms of reduced stress.
The question that ought to be asked is - then why is American Airlines still paying BAA money for the privilege of using that airport? Why don't they move their base to Manchester or Glasgow and shutlle their passengers to these airports for connections? Isn't that supposed to be how it works?
We now have a policy of not touching any London airports at all for business travel - and I'm applying the same principle to holidays. It can take more effort - to check out links via Amsterdam, Frankfurt, Paris, but well worth it in terms of reduced stress.
Posted by: Jim, Glasgow on 3:38pm Tue 29 Apr 08
[quote][bold]OHO[/bold] wrote:
The question that ought to be asked is - then why is American Airlines still paying BAA money for the privilege of using that airport? Why don't they move their base to Manchester or Glasgow and shutlle their passengers to these airports for connections? Isn't that supposed to be how it works?
We now have a policy of not touching any London airports at all for business travel - and I'm applying the same principle to holidays. It can take more effort - to check out links via Amsterdam, Frankfurt, Paris, but well worth it in terms of reduced stress. [/quote] Completely agree with this post.
I have tried to keep clear of LHR since the "Flight Connection Centre" was introduced, and thats some time ago now. LHR is a shambles.
OHO wrote:
The question that ought to be asked is - then why is American Airlines still paying BAA money for the privilege of using that airport? Why don't they move their base to Manchester or Glasgow and shutlle their passengers to these airports for connections? Isn't that supposed to be how it works?
We now have a policy of not touching any London airports at all for business travel - and I'm applying the same principle to holidays. It can take more effort - to check out links via Amsterdam, Frankfurt, Paris, but well worth it in terms of reduced stress.
Completely agree with this post.
I have tried to keep clear of LHR since the "Flight Connection Centre" was introduced, and thats some time ago now. LHR is a shambles.
Posted by: Edward, Edinburgh on 4:11pm Tue 29 Apr 08
Heathrow is a dump and thonly people to blame are the airport owners themselves
They boast that it handles 65 million passengers, but they are guilty of manipulation through there monopoly of the bulk of the airports in the UK. Example being they along with British Airways have coluded in discouraging direct flights from Edinburgh and Glasgow for the last 30 odd years. When they owned Prestwick, they insisted that any long haul flight would have to land there and not Edinburgh or Glasgow, this was unpopular. Demand for Prestwick dropped to a level where they ended up selling it off, then insisted that if there are to be any long haul it has to be out of Glasgow, this is despite the upward pressure by passengers wanting to use Edinburgh.
A good example of an airport thats not owned by BAA, so is not affected by this monoplistic control , is Manchester, it has seen good growth, yet its nearer to London that either Glasgow or Edinburgh
Its been pure greed by BAA all the way. BAA have enjoyed an unhealthy relationship with British airways, which manifested itself in the debacle at Terminal 5. If BAA had not manipulated passengers, insisting that they transit through Heathrow, perhaps it wouldnt be in as much a mess it is in today
Im all for the complete break up of BAA and for ALL the airports to be sold off
Heathrow is a dump and thonly people to blame are the airport owners themselves
They boast that it handles 65 million passengers, but they are guilty of manipulation through there monopoly of the bulk of the airports in the UK. Example being they along with British Airways have coluded in discouraging direct flights from Edinburgh and Glasgow for the last 30 odd years. When they owned Prestwick, they insisted that any long haul flight would have to land there and not Edinburgh or Glasgow, this was unpopular. Demand for Prestwick dropped to a level where they ended up selling it off, then insisted that if there are to be any long haul it has to be out of Glasgow, this is despite the upward pressure by passengers wanting to use Edinburgh.
A good example of an airport thats not owned by BAA, so is not affected by this monoplistic control , is Manchester, it has seen good growth, yet its nearer to London that either Glasgow or Edinburgh
Its been pure greed by BAA all the way. BAA have enjoyed an unhealthy relationship with British airways, which manifested itself in the debacle at Terminal 5. If BAA had not manipulated passengers, insisting that they transit through Heathrow, perhaps it wouldnt be in as much a mess it is in today
Im all for the complete break up of BAA and for ALL the airports to be sold off
Posted by: Mike MacKinnon on 4:35pm Tue 29 Apr 08
I always fly to the US thru Dublin or SNN now. Much easier on the head and you can clear US Immigration before you take off!
I always fly to the US thru Dublin or SNN now. Much easier on the head and you can clear US Immigration before you take off!
Posted by: JBlackley, Florida on 6:21pm Tue 29 Apr 08
I can't say that Heathrow is the worst airport in Europe - as I haven't been in all of them. I can say Heathrow is the worst European airport I've been in. Access to the airport seems calculated to make you change your mind and go home. Parking is a trial of endurance. Once inside a terminal building, every customer service point (check-in desks, information desks, etc.) seems to be geared to deal with about ten people per day. The airside 'experience' - with its tacky shops and mucky cafes - is to be avoided if at all possible and the air and ground-traffic control seem to work together to guarantee late departures and arrivals.
Having said all of that, Don Lanford didn't say Heathrow is the worst airport in Europe. He said it's the worst one in Europe that American flies to (and I quite agree that American Airlines is in no position to criticise the performance of others). Nor did he say that Heathrow's the worst airport in the world so comparisons with JFK are pretty pointless. Besides, if you want worse airports in the US than JFK let me know. I've got a list of 'em.
I can't say that Heathrow is the worst airport in Europe - as I haven't been in all of them. I can say Heathrow is the worst European airport I've been in. Access to the airport seems calculated to make you change your mind and go home. Parking is a trial of endurance. Once inside a terminal building, every customer service point (check-in desks, information desks, etc.) seems to be geared to deal with about ten people per day. The airside 'experience' - with its tacky shops and mucky cafes - is to be avoided if at all possible and the air and ground-traffic control seem to work together to guarantee late departures and arrivals.
Having said all of that, Don Lanford didn't say Heathrow is the worst airport in Europe. He said it's the worst one in Europe that American flies to (and I quite agree that American Airlines is in no position to criticise the performance of others). Nor did he say that Heathrow's the worst airport in the world so comparisons with JFK are pretty pointless. Besides, if you want worse airports in the US than JFK let me know. I've got a list of 'em.
Posted by: Graham, Glasgow on 7:22pm Tue 29 Apr 08
Try finding a public information desk at Glasgow Airport. BAA used to have two. None now. You have to find an internal phone and speak to a voice. Hard cheese if you are a visitor to Scotland and the language is dodgy. They have hived off all the services to the private sector and cheap labour. They are only interested in shopping hubs and raking in the profits. The punter is considered a nuisance. Only cash accepted.[bold]bold[/bold]
Try finding a public information desk at Glasgow Airport. BAA used to have two. None now. You have to find an internal phone and speak to a voice. Hard cheese if you are a visitor to Scotland and the language is dodgy. They have hived off all the services to the private sector and cheap labour. They are only interested in shopping hubs and raking in the profits. The punter is considered a nuisance. Only cash accepted.
Posted by: JBlackley, Florida on 7:28pm Tue 29 Apr 08
Graham @ 7.22p.m.: I don't know about internal phones at Glasgow - never had the need to use them. I find two information desks - one outside international arrivals and one outside domestic arrivals. As for 'only cash accepted' - that must have been a recent change as, on April 7 of this year the food court and two of the shops took plastic.
Graham @ 7.22p.m.: I don't know about internal phones at Glasgow - never had the need to use them. I find two information desks - one outside international arrivals and one outside domestic arrivals. As for 'only cash accepted' - that must have been a recent change as, on April 7 of this year the food court and two of the shops took plastic.
Posted by: wxalexander, canada on 9:16pm Tue 29 Apr 08
The reason that Prestwick is run down is because BAA hived off all the flights to Glasgow. If I cannot fly to Scotland direct, I don't come. Simple as that. Perhaps that is why tourism to Scotland is declining. Right now my last resort is to fly from Vancouver to Philly and take US air to Glasgow. Not even Air Canada flies direct to Scotland. About time you guys wakened up. The game is tourism for London. I remember once getting a tour britain pamphlet from the Brit Tourist Office. 35 pages on English sites, 2 on Scotland and 1 on Wales.
The reason that Prestwick is run down is because BAA hived off all the flights to Glasgow. If I cannot fly to Scotland direct, I don't come. Simple as that. Perhaps that is why tourism to Scotland is declining. Right now my last resort is to fly from Vancouver to Philly and take US air to Glasgow. Not even Air Canada flies direct to Scotland. About time you guys wakened up. The game is tourism for London. I remember once getting a tour britain pamphlet from the Brit Tourist Office. 35 pages on English sites, 2 on Scotland and 1 on Wales.
Posted by: sam, greenock on 9:48pm Tue 29 Apr 08
[quote][bold]wxalexander[/bold] wrote:
The reason that Prestwick is run down is because BAA hived off all the flights to Glasgow. If I cannot fly to Scotland direct, I don't come. Simple as that. Perhaps that is why tourism to Scotland is declining. Right now my last resort is to fly from Vancouver to Philly and take US air to Glasgow. Not even Air Canada flies direct to Scotland. About time you guys wakened up. The game is tourism for London. I remember once getting a tour britain pamphlet from the Brit Tourist Office. 35 pages on English sites, 2 on Scotland and 1 on Wales. [/quote] Try Zoom or dare I say it Globespan that both fly direct
wxalexander wrote:
The reason that Prestwick is run down is because BAA hived off all the flights to Glasgow. If I cannot fly to Scotland direct, I don't come. Simple as that. Perhaps that is why tourism to Scotland is declining. Right now my last resort is to fly from Vancouver to Philly and take US air to Glasgow. Not even Air Canada flies direct to Scotland. About time you guys wakened up. The game is tourism for London. I remember once getting a tour britain pamphlet from the Brit Tourist Office. 35 pages on English sites, 2 on Scotland and 1 on Wales.
Try Zoom or dare I say it Globespan that both fly direct
Posted by: JBlackley, Florida on 9:50pm Tue 29 Apr 08
wxalexander, you could also try flying to Newark as Continental flies direct to Glasgow year-round.
In the peak months, American flies direct from Chicago to Glasgow - but I'm not going to recommend flying American Airlines to anyone.
wxalexander, you could also try flying to Newark as Continental flies direct to Glasgow year-round.
In the peak months, American flies direct from Chicago to Glasgow - but I'm not going to recommend flying American Airlines to anyone.
Posted by: Graham, Glasgow on 12:02am Wed 30 Apr 08
JBlackley,7:28PM. The info offices you refer to are independent of BAA and do not provide BAA information. One is tourist information the other public transport. You must be a Yank! Or left your brain outside an airport before entering like lots do. The BAA closed its last info office some time ago. Fact.[bold]bold[/bold]
JBlackley,7:28PM. The info offices you refer to are independent of BAA and do not provide BAA information. One is tourist information the other public transport. You must be a Yank! Or left your brain outside an airport before entering like lots do. The BAA closed its last info office some time ago. Fact.
Posted by: JBlackley, Florida on 3:40pm Wed 30 Apr 08
Graham, thank you for your response to my comment.
Given the insults included, you may be assured this is the last response you'll receive from me.
Graham, thank you for your response to my comment.
Given the insults included, you may be assured this is the last response you'll receive from me.
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