American Airlines executive calls Heathrow "a bit of a dump"
I am sure that travelers who experienced the recent Heathrow Airport terminal 5 mess probably had a lot of negative comments to make about it. When flights are canceled and baggage is lost, it's hard to stay positive. So we complain, and then complain again when our complaints aren't heard. When you are a top executive for an airline however, your negative comments regarding an airport are hard to go unnoticed. Such is the case of Don Langford, head of customer services Europe for American Airlines, who recently labeled Heathrow as "the worst of all airports" that American flies to in Europe. That's right folks, Heathrow is officially "a bit of a dump."
Langford's comments come just weeks after American moved most of its London flights from Gatwick to Heathrow. Gauging from Langford's remarks that Heathrow "is not just bursting at the seams. I think the seams have burst," consolidating American's flights to Europe's busiest airport may not have been the best of decisions.
Heathrow operator BAA responded to Langford's comments that "We are investing £4 billion over the next five years..... you've got to realize that if you are going to invest that kind of money it takes time to put things right." Let's hope things get put right real quick.














Reader Comments (Page 1 of 3)
May 1st 2008 @ 2:57PM
AMancin said...
It appears that David minor has some personal ax to grind. I have been to DFW many times and it is a reasonable place to eat and get around in. He needs to travel more and see what other airports offer before harping at DFW.
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May 2nd 2008 @ 9:01AM
David minor said...
I have probably been to more airports around the world than most people and belive me DFW is not the great airport you are all so keen to make out. Heathrow is also pretty bad but just because some bigwig of American does not like certain aspects of it does not mean it is all bad. try Jeddah or Dharhan for example!
May 1st 2008 @ 3:07PM
Athena said...
Heathrow has always been somewhat of a nightmare and ragged around the edges. However, I think Langford was a little harsh and used poor judgement in his choice of words. ANY airport renovations take time. Give Heathrow the time to make their airport a better place to travel through. And for all the whiners out there? It's real simple folks: Don't like it? Don't fly there! Use Gatwick!
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May 1st 2008 @ 3:08PM
Sam said...
Have not flown all that much recently but I try to avoid both Kennedy and Heathrow. BWI-Gatwick is far nicer, great for south of England and easy trip to London also. Gatwick is cleaner and not the stewpot Heathrow is.
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May 1st 2008 @ 3:08PM
Albert J. Reine said...
I have traveled to Europe several times; England/UK Hearthow has gone down hill It'a got dirty, and the help have lost English Polite ways; to much of the help in the Service, and food vendors, as well as the bathrooms have gone down to a third world country; Queen Victoria died over ioo years ago, most likely the Royals travel by not seeing the mess. American airlines and their hub at Dallas even at it's worst can not compare; Texas and the Dallas Airport still has clean terminals, and very polite workers in both the service locations and the airport shine with excellent South West Hospitaly; There is no more England, Imrigation and liberal views have killed a once great nation.
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May 1st 2008 @ 3:24PM
Chet said...
It may be true what is being said about Heathrow, but as an American, every time I fly back into the US and have to go through JFK Airport, I'm embarrassed that the dungeon of passport control is the first view of America that foreigners see. It's filthy, out dated and not very welcoming. The dark dingy escalators, the dirty walls, the tight security quarters leaves alot to be desired. Certainly we can do better! Can we have the first look of the US to be a proud look?
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May 1st 2008 @ 3:31PM
BRUCE said...
SINCE RETIRING FROM THE AIRLINES, AFTER SEEING MOST OF THE CIVILIZED WORLD (EVEN THOUGH I WAS BASED IN SEWARK FOR A NUMBER OF YEARS, AND CURRENTLY RESIDE IN THE PEOPLE REPUBLIC OF HAWAII) I SEE THAT NOTHING HAS CHANGED....EXCEPT THAT I NOW MAKE MORE $ THAN A WORKING PILOT. DANG THOSE PILOTS ARE STUPID. WHY WOULD YOU WANT TO WORK FOR FREE? NO MORE PENSION, CUT WAGES, BENEFITS, ETC. WHERE'S ALPA?
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May 1st 2008 @ 3:50PM
donna said...
I cannot disagree with Mr. Langford. The last time I was waiting in a LONG line to go through customs at Heathrow, I thought I was going to vomit from the smell. I will add that De Gaulle is no better. No personnel or good signage to direct you and the bathrooms are a sewer.
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May 1st 2008 @ 4:05PM
Jara said...
I too have flow all over the world and the last 5 holidays I had, I chose BA as my flight, yes Heathrow was busy as only a major airport can be, but I found service to be great, personel was great in assisting me with what I needed. And I shall continue to use BA and to fly into Heathrow every chance I get.
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May 1st 2008 @ 4:19PM
lucky said...
This is true...I bet everyone has either himself or has had a friend lose luggage from Heathrow Airport.
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May 1st 2008 @ 4:19PM
JDub said...
It's simply time for a major update. The 4.6 billion they are ready to invest certainly says they agree. It does take time. The average architect can't "whip up" a plan for a major airport like he can for a 7-eleven.
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May 1st 2008 @ 4:34PM
Ralph said...
If you think Heathrow is bad, try Paris, Charles deGualle. Also try Air France Airlines. They are terrible.
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May 1st 2008 @ 4:40PM
Trudy said...
I agree with Chet - I've always felt we should have a brighter, more cheerful yet efficient Reception/ Passport Control area to welcome our visitors and returning fellow Americans.
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May 1st 2008 @ 4:41PM
Jan said...
I have flown into Heathrow several and had no problems. One of those times I flew American. What a mess that was. With their service they need to keep a low profile. Never again. I am sticking with British Airway. Everythings seems to always go smoothly with them.
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May 1st 2008 @ 4:56PM
Bill Dodd said...
Try coming to Detroit and going through the Mc Narma terminal the place is dirty the walls are a mess and don't even mention the cleanliness and condition of the rest rooms and the people who work there are the most obnoxious that I have seen anywhere. I come through there a couple of times a year and it hasn't chaged since the new terminal (Northwest) opened. The only reason that I use that terminal is because the airline that I use has there gates there so maybe the American Airlines executive should visit that one also his airline uses that terminal.
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May 1st 2008 @ 4:58PM
Genie said...
The last time I flew (2005) was into and out of Heathrow Terminal 4. A most umpleasant experience - the terminal, not the flight. BA is a fine airline, and I would fly them any time. Someplace other than Heathrow, that is.
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May 1st 2008 @ 5:05PM
Glenna said...
Not every airport can cost as much as Denver Airport did, and not every one of them can have those nice underground bases under them like that. Oh well...
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May 1st 2008 @ 5:13PM
Annette said...
He thinks Heathrow is a dump?!? Has he ever been to Philadelphia Int'l? I think it pretty much wins the prize for horrible. And like one of the earlier comments pointed out, DFW isn't so hot either.
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May 1st 2008 @ 5:24PM
Constantine said...
Truth is a lot like iodine, it hurts but it heals.
The fact is, is that Heathrow is indeed a dump and probably the most poorly laid out airfield I've ever gone through.
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May 1st 2008 @ 5:37PM
Sue said...
Well, I think Heathrow is absolutely horrid, but so are DeGaulle and Miami.
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