NOW CLOSED Travelled through Heathrow recently with your family? How was it for you? If not, do tell us what you think about families and airports - £500 of vouchers up for grabs

[NewGirlHelenMumsnet]

Please note we are talking on this thread about experiences in the terminal rather than on flights or regarding holiday reps or tour operators.

Heathrow have been working on the facilities and services they offer families at the airport and would like to find out from you how they are doing and what could still be improved. They say "We want your holiday to start the moment you arrive at Heathrow. Travelling with children can be stressful and we want to try and reduce the stress and make family journeys through Heathrow more enjoyable. So, this summer there are new dedicated family security lanes, children's play areas, kids' meal deals, giveaways and much more.

Even if you haven't been through Heathrow you can still take part...The team at Heathrow are also interested in your impressions of the family facilities at other airports and would like to know about any shining examples of great family friendly facilities or staff (anywhere in the world). In addition please do share your tips for coping with children in airports - your tips will be used by Mumsnet for future work.

So, if you've already experienced the more family friendly Heathrow - that is you've been through the airport with children since 11 July 2011...then please take a look at the website and then answer the following questions (these are just to start you off - please add any other comments you have too):
a) When did you visit the airport? Which terminal did you use? And who did you travel with?
b) How well does what's offered on the website match up with your experience of the airport? Did you use/notice the services and facilities they offer on the website? e.g. play areas and kids eat free offers. What did they do well and what was missing?
c) Was there anything at the airport that you thought was particularly family friendly that isn't mentioned on the website?
d) What do you think could be improved at the airport to make your experience of travelling through as a family easier/better?

If you haven't been to Heathrow Airport with your family since 11 July 2011...they'd still like to hear what you think of the facilities, services and offers on the website as well as your previous experiences at Heathrow and any other airports around the world. Please answer the following questions (and also add any other comments you have):
a) Which (if any) of the things highlighted on the website as being for families do you think you would find useful if you visited the airport? Which (if any) would you be unlikely to use when with your family?
b) What would you say is the most important thing airports could do to make them more family friendly?

In addition, everyone is welcome to tell us about any bad experiences of travelling through any airport with your family or indeed any particularly brilliant family friendly experiences. Please also share any tips you have for travelling through airports with children - how do you cope with the queues, security, etc?

Everyone who adds comments to this thread will be entered into a prize draw to win one of five £100 vouchers - winners can choose between a £100 Heathrow and a £100 Amazon voucher. The Heathrow voucher can be spent in any Heathrow shop or restaurant within the next year (if you're not planning to fly, you're welcome to pass them onto a friend/relation with your shopping list!)

Thanks and good luck with the prize draw
MNHQ

a) When did you visit the airport? Which terminal did you use? And who did you travel with?
July 18 Terminal 1 with my 3yo son
b) How well does what's offered on the website match up with your experience of the airport? Did you use/notice the services and facilities they offer on the website? e.g. play areas and kids eat free offers. What did they do well and what was missing?
I used the family security queue. This is a good idea but actually worked out a longer wait for me due to the person in front (not a frequent traveller I think) having several bottles etc. in her luggage. The security personnel on duty at the time weren't particularly sympathetic or helpful. On the other hand my son loved the special sticker.
I also used the child play area which is an excellent development. It was full when I arrived so i had to wait; some form of queuing system would be a good idea, it seemed a little chaotic. The girls working there were lovely!
c) Was there anything at the airport that you thought was particularly family friendly that isn't mentioned on the website?
No
d) What do you think could be improved at the airport to make your experience of travelling through as a family easier/better?
More play facilities e.g. slides etc. to burn off energy before a flight.

I went through terminal 5 in Feb 2011 with my 7 month old. I naively really expected there to be some kind of play area, especially given it was a relatively new build. Even though my son would be too young to play on things himself he loves watching older children run and climb etc so he would have been entertained watching other children enjoy it.

Staff at the gate invited me to come through and wait on the other side of their desk but they never told me that they were going to start boarding (after a delay) so I got caught out with an unpacked baby and bag and got stuck in the rush to get on anyway.

I avoid Heathrow because of having young children (but am willing to have my mind changed!). We use Newcastle, because it's near and small. The flight choice is obviously much more limited, however.

It's great to have enough chairs so that we can all sit down together.

Family friendly restaurants (and I mean just relaxed with families, not an everything-with-chips menu!) are great.

Play areas with plenty of seating nearby also good.

Places where the kids can see aircraft taking off and landing - good for calming nerves.

Lastly, I understand that the security check people are doing an important job, but there is no harm in at least smiling at the children. DD1 always seems to set the "arch" off with her shoes, and one time she was bustled away from me by a very stern woman. DD1 was near tears when she returned, she thought she'd been naughty (she was only 5 at the time). This was at Dusseldorf.

a) Which (if any) of the things highlighted on the website as being for families do you think you would find useful if you visited the airport? Which (if any) would you be unlikely to use when with your family?

I travelled through Heathrow Terminal 3 but in April this year. I was very grateful to find a Giraffe restaurant which I knew catered for younger tastes. The giraffe stirrers that came in our drinks entertained our (almost 4 year old daughter) for a fair part of the plane journey! So a thumbs up for restaurants that cater for children, especially if they provide lovely HEALTHY food that I am not sure we will be getting on the plane!

Daughter would have loved to see Little Miss Sunshine and people in purple jackets giving things away, anything to get into the holiday mood - the shops just didn't interest her.

In a few years I could certainly see us using a WII activity as well.

b) What would you say is the most important thing airports could do to make them more family friendly?

I'd really like to see an active play area, generally we fly long haul and I'd like to see my children have one last place to really exert some energy! Last time we were at Heathrow we were fast tracked through security, I assume due to having a 3 year old and I think this really enhanced the experience, especially if this is at passport control when entering the country again! At one airport I went to (OR Tambo - SA???) at the gate there was some soft padded areas that were for children to climb, run around (younger children) but something for older children would have been great too.

I'd really like to see a pram borrowing service. Sometimes flights are past a child's bedtime and they are exhausted. We've left our trollies behind but the 4 year old just wants to be carried and sometimes it is really far to the gate. Would be great if you could pick up a pram and return it at the gate.

The worst experience I had flying with a just 2 year old at Cape Town airport. I was alone and really struggling with my bag, pram and child that wanted to bolt! All the airport staff and passengers commented on how tough it seemed but no one lifted a finger to help. It was hell and of course I managed but it could have been much nicer!

Tips for good travelling:

1. Don't be afraid to ask for help, or ask if there is a fast track route through security.
2. Make sure you know whether you get priority boarding with you child (and use it so you have time to settle)
3. You don't need to take much but do take some at least one brand new toy/game that your child has helped you pick out and is looking forward to reading/playing with. Conversely take an old favourite too. If you can attach it to your child/buggy/bag then all the better, then less likely to get lost.
4. Count the number of items you are carrying through hand luggage and before you get up and leave anywhere (after coffee, plane etc.) count that you still have them. So easy to leave a small bag behind that carries all the nappies or something as equally as important.

I mainly travel from Manchester and Liverpool John Lennon.

Manchester is ok - friendly staff, quite a lot of wide open space, they do seem to send family flights from gates which are situated near play areas (bead tables, touch screen, the unsual affair, but not too bad). Baby change areas are fine and cafes seem to cater well for little ones.

Liverpool JL is pretty poor. I had a 5 hour delay last year with a 1 year old and it was difficult. Limited space, nothing at all to entertain kids. I appreciate it is a small local airport, but I would like to support it more by flying from it if only the facilities were better. Even the shops close very early.

When does the prize draw end?
We are flying out of LHR next week

Less queuing would improve things enormously
Especially at passport control - it's always a big bunched queue to enter the UK
Security lines that you can get a double buggy through would help

Mine was a bit adhoc so I'll try and answer the specific question now I'm awake:

a) Which (if any) of the things highlighted on the website as being for families do you think you would find useful if you visited the airport? Which (if any) would you be unlikely to use when with your family?

• I'm only likely to use facilities aimed at younger children but gawd anything that gets the teenagers to stop lolling about.....

b) What would you say is the most important thing airports could do to make them more family friendly?

• See previous response. Actually being able to look up which desk in advance you had to check in at would be superb! If I knew I needed door B, desk 34-36 for example it would save me at least ten minutes faffing.

if you've already experienced the more family friendly Heathrow - that is you've been through the airport with children since 11 July 2011...then please take a look at the website and then answer the following questions (these are just to start you off - please add any other comments you have too):
a) We travelled 2 weeks ago - heading back on Saturday through terminal 5 with BA to Stockholm. It was an early checkin. Nevertheless, when the very friendly checkin man gives us a leaflet for the family lane at security we think what a great idea - "look DS (2) - a dinosaur/rainbow/etc . However when we get to security we are told that the family lane is shut. Cue meltdown from DS . NOt helpful. They took ages to open extra security and were very unhelpful with getting the children through the gate. Although DS did try and put himself in a box bless him :-) Were completely unaware of free meals adn play areas. However, the big baby baby changing rooms were great. The giraffes at the giraffe restaurant kept both kids going until the food arrived. Pushchairs everywhere please!

oooh a soft play secure play zone where you leave your child in exchange for a ticket for an hour or so once you've reached departures would be heavenly, leaving adults free to roam the duty-free,. also easy to reach change facilities, small size toilets/sinks like you see at some shopping malls nowadays...even adapted luggage trolleys for kids, with a mini car compartment for kid to 'drive' it along.....

I have travelled through Heathrow terminal 5 many times since it opened, the worst experience was as a transit passenger with 1 5 month old and a two year old.
I had to exit as if I was at my destination in order to get my double buggy.
With two tired children this would have been impossible had two other passengers not carried my sticky sleepy children ALL the way to the baggage carosel.
The staff at the passenger assistance tried to help but were told they could not go and get my buggy for me by a supervisor??
We did not fly this summer and will avoid flying as much as possible while we have small children, its just not worth it.

Here's what I'd like:
--Play areas that are clearly labelled, not overcrowded, and within view of monitors giving accurate information about the flight. I totally agree with posters who've said that any child old enough to be diverted by a console probably has one.
--Water available for thirsty kids without waiting FOREVER in the WHSmith
--HIGH PRIORITY: Buggies, trolleys, whatever can carry 2 children and several carry-on bags.
--Earlier gate announcements, leaving more time to get the buggy-less slow-walking toddlers to the gate
--More, and better, restrooms, baby change facilities, that are not too far from the play area/seating area/gate.
--Absolutely great idea with family lanes at security, but these need to be reliably open, not "just peak times"
--Personally I think character visits aren't a great idea. Who knows if you'll chance upon one, if you'll have time to stay around, if your child will enjoy it, etc. Play areas are a much better investment IMO.

A hell of a lot better than US airports thats what I think - having recently travelled through Miami airport and Heathrow (in fact I pass through Heathrow at least once annually) I would say I feel a great deal of pride in British airports - the attitude of the staff does it for me, helpful and customer focussed in my experience. I'm not great patriot but I do feel a bit pf national pride when I compare Heathrow with elsewhere (have an extensive travelling repetoire)

I'd buy some snow ploughs. And blankets.

Don't know if anyone has yet mentioned Singapore airport but it's the most child-friendly, or person friendly, airport I've been in. It's uncrowded, has a swimming pool if you have a long break of journey, has a place to play computer games and a charger (free) for any device you care to carry. Add lots of eating places and a free air-conditioned shuttle so you can take children to a different terminal when bored/ hot. And you can take an empty bottle through security and get water free from drinking fountains. It is what other airports should be. Good signposting - last time we used Heathrow signs to the tube were rubbish.

We try to avoid Heathrow and use regional airports or Gatwick. Smaller queues, less time going through security, cheaper hotels nearby, better parking. My children are not small now, soft play would have been good when they were younger.

Having said that it compares favourably with some foreign airports.

I live in singapore and travel back to lhr3 every year (arrived this year on 13 july) with 2 young dds and have done since dd2 was 3 months old. Frankly, cleaning the toilets would be a start - they are disgusting. Also wrestling suitcases off a carousel with a baby in a sling, a second sleepy child, heavy hand luggage in a pushing scrum of people is horrible (having dragged them to the furthest point if baggage claim where the only trolleys are stored for some reason). Changi airport in Singapore assists parents with small children, accompanying them to the head of each queue, holding on to small children etc. I called lhr before traveling with my 2 dds to see if they offered assistance on arrival but was told that I had to ask fellow passengers to help me with my luggage. I hate arriving in the uk at such an unfriendly, dirty, shambolic airport and know lots of my expat friends feel the same

I travelled to Australia with 2 young children a few years ago (7 and 3) At Heathrow quite late on a friday evening, after seeing the hideously long queue to get through security, I went up to the Fast Track desk, explained my situation and they whisked me through. Couldn't fault them at all.

Haven't been through Heathrow recently, but did travel through it with a 4 mth old a while back, and have read the website.

a) Which (if any) of the things highlighted on the website as being for families do you think you would find useful if you visited the airport? Which (if any) would you be unlikely to use when with your family?
The play areas sounds like a good idea. 'Soft play' type facilities would entertain kids and wear them out for the onward journey. Similarly, arts & crafts tables etc. (such as you find in some museums) might help kill time when flights are delayed.

b) What would you say is the most important thing airports could do to make them more family friendly? Provide areas with comfortable, clean, dimly lit areas for families with very young children to chill out & feed babies. Have clean toilets and changing areas. Have water coolers about the place. Have some places to heat up baby food / bottles & have spare nappies / formula supplies in place when there are delays. Allow parents with very small children/ babies to jump some of the queues. Have baggage trolleys with car seat shelves (like supermarket trolleys).

a) When did you visit the airport? Which terminal did you use? And who did you travel with?
Out end of July, back August 2nd. Terminal 3, just me with ds age 6.

b) How well does what's offered on the website match up with your experience of the airport?
*I didn't notice any new family friendly initiatives versus last time I went via t3 in February.

Did you use/notice the services and facilities they offer on the website? e.g. play areas and kids eat free offers. What did they do well and what was missing?

*There's a nice big family loo in T3 - it was quite hard to find and I chanced upon it but it made things so much easier. DS is still a bit young for me to leave hovering outside the loo and so it's easier if we can go in together AND fit hand luggage in the cubicle. And erm, sorry that I knocked over an entire cup of coffee in there in Feb.

c) Was there anything at the airport that you thought was particularly family friendly that isn't mentioned on the website?

No.

d) What do you think could be improved at the airport to make your experience of travelling through as a family easier/better?

T3 generally seems very crowded and busy and overwhelming. Like a rabbit warren but that's not really a family issue.

My biggest hate about arriving at LHR is the queue for immigration - it's so long if you arrive in the morning when all the transatlantic flights get in. And the huge walk to baggage collection from some of the gates is a pain with little kids.

Agree completely with whoever said T5 needs a picking up area.

Not about LHR but I just had to deal with a hideously long delay overnight on the way back with ds from North America and a family-friendly lounge would have made a big difference. He needed somewhere to sleep as we were there pretty much all night. One which people could sign up to on the day and pay for if they had a delay OR in advance if they just liked the idea.

Just checked the website and might I add that the T3 restaurant with the kids for free offer is BEFORE security which is entirely pointless as I imagine 90% of family travellers want to get all that out of the way and then sit down for their meal. Plus it's a pub which I'm not keen on.

I travel through heathrow quite frequently and have done so on numerous occasions with my daughter - most recently in march this year when we came through terminal 3. Can't say that we were aware of the kids eat free offers, and we didn't see the play areas either, but overall, it was fine. The staff were pretty friendly on the whole and finding clean sparkly toilets after a couple of weeks without them was a real relief!

We didn't have to hang around waiting much either - security checks etc were all quite fast, as was immigration when coming home. This is hugely important - queuing with a tired child can be a nightmare. We did have to wait ages for our baggage on the way back, which my daughter found difficult. I have also noticed that parents travelling alone with small children find it hard to get the bags off the carousel while keeping their kids safe - it would be great if someone could be around to help with this, though other passengers usually help out if necessary.

I agree that the worst bit is waiting at the gate before boarding the plane - tedious for most adults, let alone small children. Colouring sheets or similar activities would be very welcome in these areas!

Overall, though, I think heathrow is pretty good for travelogue with children. My daughter is too old for a pushchair now but we never had any difficulties when we took her in her buggy. As long as waiting times can be kept to a minimum, I think anything extra is an unexpected bonus.

Sorry - travellers not travelogue.

Also, can't remember the sinks at heathrow but I always find it makes a big difference when the toilets have sinks that are within the reach of a small child. When I'm tired and grouchy, I really hate having to lift my daughter up to reach the sink while trying to keep hands free to operate the taps, soap dispensers etc! I like it even more when everything is automatic!