London Gatwick Airport Avis 927

Security was very well organised today in the north terminal. The chaos started afterwards. Few seats in area waiting for gate info. . Loads of charging points but none working! No one to ask about this and to check if there is anywhere else to charge phone.

MIA. Our special assistance carried out by young Mia 21 years old was absolutely exceptional. Her compassion and assistance was exceptional she is a credit to your organisation. We arrived at Gatwick from Bodrum at 16.30 on Easyjet . It was the last job of her day but by her attitude you would have thought it was her first she took superb care of my disabled wife. Nothing was too much trouble for her. Mia a massive thankyou from us both Andy and Helen.

Clive at the little customer services booth by the taxi pick op and drop off at the north terminal was both cheerful and helpful so lovely to see a friendly face, great customer care and a real asset to the airport.

For our departure through Gatwick North in early April we had booked special assistance for our autistic adult daughter. We arrived early and so I decided as it was out 1st time using the service I would go to the desk to ask how it worked etc..

The staff were not really interested and it seemed almost like a hassle unless you have a wheelchair or walking aids. Eventually we were about to bring over the TUI rep to get through to them what our daughter needed but we managed to get it across we needed help through the crowds.

I must say that putting special assistance and families through the same gateway was very overwhelming for even me!! It was loud and not very calming for my daughter (her eyes wide and scared was enough for me to be worried!)

The eventually assigned us a person to go through with us and she escorted us through a dedicated line past all the families and through security. She took us to a dedicated assistance area where we could quietly wait for the carts to take us to our gate. From the area we could go into the departure atea to buy stuff if we needed or use the bathroom facilities.

We were then collected by the cart and taken to our gate and entered a waiting area away from the other passengers as special assistance board 1st.

Skip forward to our trip back two weeks later and this was a joke from the second we got off until we walked out the terminal!

We disembarked last which is fine we knew that but we waited over 15 minutes for the carts to be loaded and set off for immigration and baggage claim. In fact I actually went ahead of my partner and daughter as I was worried how long it was taking and our bags may have been left in some random place. I whizzed to immigration and their were no queues thankfully I then looked which baggage claim we were on and it said no 10 so race over to it to find no one there and the carousel not moving! Panic ensues as i then see bags to the side and none of them were ours.

All of a sudden hoards of people start coming over and i see some of the people from our flight. They told me that they were initially told lane 2 but then sent to lane 10. After all this time my partner still hadn’t made it to where I was but thankfully we texted each other updating. The bags started to come off and hoorah one of ours came. But then the carousel only had a couple bags and nothing more coming down!

A lady who recognised us and our colourful bags said that our other two bags were on lane 2!!!! No staff had informed us or even helped us when we asked!! At this point my partner and daughter
made it to me and we set off to retrieve the bags and left the special assistance as they were taking far too long to get around.

We were not impressed with ANY part of our travels through this airport and if I have to travel through there again i really hope they have made some improvements

Security employee arrested for common assault with a knife. Raised with Gatwick. We’re not interested. Major security concerns.

Gatwick south
I would like to highly commend Elizabeth from the security team for her exceptional service today. I accidentally left my sunglasses at the security checkpoint, and Elizabeth went above and beyond by personally tracking me down at the Duty-Free section to return them. It is rare to see such proactive kindness and dedication. She turned a stressful mistake into a wonderful experience. Thank you, Elizabeth!

My experience with Gatwick Airport has been nothing short of shocking. After arriving on a British Airways flight on 30 March 2026, I accidentally left a small backpack on board. What followed was a frustrating and exhausting ordeal — endless back and forth with lost property, paying fees just to retrieve what was already mine.
But it gets worse. When I finally got my backpack back, a pack of cigarettes was missing. I contacted customs, fully prepared to accept if it had been officially removed — yet they confirmed there was no record, no trace, nothing. From there, I was pushed from one department to another — ground staff, lost property, the airline — each refusing responsibility, each hiding behind the same scripted responses, and none willing to provide a simple explanation.
This isn’t just poor service — it’s a complete failure of accountability and transparency. Items can go missing with no record, no investigation, and no one held responsible. It makes you seriously question what kind of systems are actually in place behind the scenes.
For a major international airport, this level of disorganisation is unacceptable. Travellers deserve honesty, proper procedures, and basic respect — none of which I experienced here.

I had an extremely disappointing experience with IcelandAir and staff member at the check in desk
I arrived at the airport fully compliant with Iceland Air published carry-on baggage policy. Despite this, a check in agent imposed weights limits that do not appear anywhere on Iceland Air website, claiming that my carry-on must weight exactly 6 kg and my personal item 3 kg. these rules were applied arbitrarily and only to me.
as a result I was - forced to pay £69 for check in baggage, made to repack my belongings in front of other passengers! out in a stressful and humiliating situation.
At the airport before boarding I checked with staff - and they confirmed that the rules are: 10 kg for carry on bag + personal bag!! And been advised to reach out to customer support for refund. Idid it - straight after flight, requesting ti review the case. Iceland air refused any escalation, refused to review staff conduct, and stated that airport staff decisions are final even if they are incorrect or based on made up rules!!
This was clearly not the case for me of breaking the rules (I fly too often to not know the rules, this was my 5th flight in April!!) - it was a case of staff misapplying or inventing them, and Iceland Air standing behind that behaviour without accountability.
Extremely disappointing customer service, lack of transparency =, and no willingness to correct a clear error.

I’m a private hire female driver. I have been in the private hire waiting area at Gatwick a few times now, at different times of the day. The dedicated female toilet is always locked and it says staff only, probably for the cafe staff. When I asked for the key to the female toilet was told to use the disabled toilet. Unfortunately the disabled toilet is used by men to wash their private parts, it is wet all over, the door does not lock, there is no toilet paper. There is a baby changing table and there was a pot on it that people use to wash their private parts. It was absolutely disgusting to use the toilet, unfortunately I had to go and as a private hire driver you are on the road all the time and have to deal with many problems regarding the toilets. But you would expect that a place where you pay to wait should to be at least decent and not discriminate against women. I felt absolutely put down by the situation and the staff that was there.

Coming home to my home country, my 13 year old daughter was separated from me and made to go through the new plastic passport scanners alone. I voiced my concern to a staff member who had very little English and my concern was rebuffed. Then my passport failed to scan, in 2 scanners, but eventually worked after 5 tries.
The staff member threatened me with the police because I was concerned that my passport would not scan and my minor was the other side waiting for me.
Bad service, bad employees, bad experience.
I am so sad to post this as Gatwick has always been one of my favourite airports with such helpful staff. This just ruined my view of them.
I cannot state strongly enough how poor the new system is and how rude the staff member was. No understanding (of my concerns or English), no empathy for a parent separated from a child.
Maybe change the age from under 10 to under 16 - that would be a step in the right direction - or - better still - bring back the amazing staff and get rid of the plastic scanners.

Being physically incapacitated the special assistance facility was a great benefit

I am 79 and fitted with a heart pacemaker, at security i showed the proof and requested exemption from the scanner and a manual check, standard procedure around the world !! the security "officer " told me to come on through as he "being a highly trained security officer " " knew more and was better informed than my or in fact any Dr" his actual words. Only after my refusing to enter the scanner three times and asked that he bring a supervisor did he relent and proceed, relunctantly " with a manual search, complained to Gatwick and recieved a lukewarm apology saying he had been identified and "updated on policy "

The CEO Gatwick Airport, should resign ASAP.
His actions are disgusting, unprofessional and discriminatory towards the less favourable in life.
£10.00 for a drop off is a rip off. Why everyone has to pay for this ridiculous charges to make the elite richer and the hard working people... The passenger's using Gatwick they pay Airport taxes, the Airlines Pay Airport taxes, charges and fees, there is after the Government taxes. This is a direct assault to all passenger's who use Gatwick. Everyone should Boycott this greedy and expensive Airport. Government has to STOP this ridiculous charges.

So my luggage went missing, probably at Gatwick and probably stolen as it's not turned up anywhere for over 36 days. As well as TUI being useless, Gatwick have been no help at all. And apparently (probably lies) only have CCTV for 30 days. State of the art CCTV goes far beyond 30 days. My case was "apparently" loaded onto the aircraft in Punta Cana but then went missing at Gatwick. Either stolen by ground crew or someone at the beginning of the belt. Avoid Gatwick, terrible airport, terrible customer care, and obviously outdated CCTV.

I’m so tired of this airport and I always end up having to fly through here. They pack the people in and the there aren’t enough facilities to accommodate all of those people. Always a queue for the toilets always a wait for the food.

A transit requirement, unfortunately. A depressing dump of a place. We have just come from Shanghai and Hong Kong, where the facilities and service are exemplary, especially at the latter. It is clear no investment has been put into Gatwick for years, possibly decades.

Aziz the assistant who transported my
Mum and I were extremely helpful, patient and friendly. He went beyond his duty.

He helped with all our enquires and took us to the national Express coach service on the lower level because the front desk on the upper level was closed.

Aziz ensured that all the other people were safely to their destinations, which included connecting flights, in addition to meeting their family’s at the arrival area.

Sitting here waiting for my flight, and noticed an unattended bag.
Meerkatted, but no sign of Police officers.
Eventually saw and reported it to a bloke in hi-vis, he said he'd inform security.
20 minutes later, bag still here but no security.
It's by the seating between JD Sports and Oakley stand, if anyone is paying attention.

Wandered into the area at night and it was too late to get out as cars in other lane and behind me, just drove through as didnt need to drop off . Theres no phone number on web site to complain so had no option but to pay .
The configuration of the road layout and signage is poor , seems a little short of bordering on a scam