Dear reviewer, my name is Kathrine Gutkovskiy. I would like to address your attention to a very disappointing experience that me and my family had at your airport this morning, Sunday, April 9 going through a security check point. As my family was traveling from Madrid Spain to ABQ United States we had a plain transfer at LHR-Heathrow. Going through a baggage security our bag was chosen to be additionally checked by an agent. We realized that our bag is 8th in the line of bags to be checked and we were clearly about to miss our plane. I politely tried to ask one of the agents if it was possible considering the fact that boarding had already started for our plane to check our bag first. She said that she needs to see our tickets and as I was pointing to the tickets in the grey bin she completely ignored me and just went in a different direction. When she came back again I explained the we are about to miss our flight but she acted like I wasn’t even there, she went to get some water. After she drank water she rapidly left her work station. I felt absolutely shocked . Time of the incident 9:30-9:50 am. I could not read her badge but please read her description: caucasian female, about 30 years of age, straight light brown hair loose. Her height about 150 centimeters high.
We all my family and other passengers were in shock as a result of her rudeness. You can only imagine our impression of Heathrow Airport.
Thank you,
Kathrine Gutkovskiy