A growing number of airlines are raising concerns about Heathrow Airport’s management, with nine in ten carriers stating that its operations negatively impact the airport’s effectiveness as a global hub.
The findings come from a new survey conducted by the Heathrow Airline Operators’ Committee (AOC), which represents airlines, ground handlers, and operators at the airport. More than 50 airlines flying out of terminals 2, 3, 4, and 5 participated in the study between January and March 2025, revealing widespread dissatisfaction with Heathrow’s efficiency, passenger experience, and financial model.
Airline Concerns: High Costs, Poor Service, and Bottlenecks
The survey highlights several critical issues that airlines believe are hindering Heathrow’s ability to function as a strong European hub:
69% of respondents say Heathrow’s management prevents them from expanding investment plans due to inefficient processes.
60% of airlines rank Heathrow’s terminal quality and service levels below those of other major airports.
Carriers cited issues such as long security lines, baggage system failures, poor PRM (passenger with reduced mobility) services, and negative passenger experiences.
The concerns have sparked renewed calls for the UK Civil Aviation Authority (CAA) to conduct an urgent regulatory review.
“The World’s Most Expensive Airport”
The survey results align with the Heathrow Reimagined campaign, which argues that Heathrow has become the “world’s most expensive airport”, costing airlines and passengers £1.1 billion more annually than comparable European hubs.
Nigel Wicking, CEO of the Heathrow AOC, did not hold back in his criticism:
“Instead of being a source of national pride, Heathrow has failed to modernize and, in turn, lets down consumers, carriers, and the British economy.”
He emphasized the need for immediate action:
“With an expansion on the horizon and significant further investment required, we must act now.”
The campaign warns that Heathrow’s dominant market power allows it to spend inefficiently, acting against the interests of both airlines and passengers.
Heathrow’s Response
A Heathrow spokesperson defended the airport’s financial model and investment strategy, stating:
“Every penny invested in infrastructure at Heathrow is approved by airlines and by our regulator.”
The spokesperson acknowledged the need for regulatory adjustments but maintained that Heathrow still provides value:
“Expanding Heathrow will drive a further step change and address the challenges of operating at an airport that is already at full capacity.”
With rising demand for air travel, the debate over Heathrow’s management, pricing, and service standards is likely to intensify. Whether regulatory changes will be implemented remains to be seen, but for now, airlines appear united in their call for reform.
