The Heathrow "Drop-Off" Deception

Why Drivers Are Paying Twice for the Same Journey

By the Consumer Protection Bureau (CPB) | October 2025

Behind Heathrow's £6 "Drop-Off" charge lies a system that's catching innocent drivers in a costly trap and CPB is demanding answers.

When Heathrow Airport and APCOA Parking rolled out their £6 Drop-Off Zone charge, it was promoted as a simple, eco-friendly measure to ease congestion. In reality, many drivers are finding it's anything but simple and in some cases, they are being charged twice for a single visit.

One such driver, Chris Tylee, reached out to the Consumer Protection Bureau (CPB) after receiving a second charge just days after paying the first. His case reveals a deeper flaw in how the system is designed and enforced.

A Case of Unfair Double-Charging

Chris had dropped off a passenger at Terminal 3 and promptly paid the £6 fee online. Later, as he tried to reach the short-stay car park, unclear signs and lane layouts led him unintentionally back through the same "Drop-Off Zone." He did not stop. He did not drop off anyone. Yet, he was charged again.

"Apparently missing a turning and driving round again is now a finable offence," Chris said. "If that's the case, this is not a drop-off zone, it is a toll road."

CPB's review of APCOA's evidence confirms it: the system charges per camera pass, not per drop-off. There is no requirement for the vehicle to stop or for a passenger to be dropped.

System Flaws Exposed

⬥ A driver who does not stop can still be billed.
⬥ A motorist who accidentally re-enters can face another £6 charge.
⬥ The label "Drop-Off Zone" misleads drivers, it is effectively a per-use toll road operating under a parking brand.

This approach does not just confuse motorists , it profits from honest mistakes. Many of those affected are visitors, elderly drivers, or people unfamiliar with Heathrow's complex road layout.

CPB's Formal Demands

Following its investigation, the Consumer Protection Bureau has written formally to APCOA Parking and Heathrow Airport Holdings, calling for:

⬥ Clearer signage and lane separation between drop-off and short-stay routes.
⬥ Transparent terminology that reflects the true nature of the charge a toll, not a parking fee.
⬥ A full review of the system's compliance with the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Rights Act 2015.

Although APCOA has since cancelled Chris's additional charge after CPB's intervention, his case is far from unique and it exposes what may be a systemic unfairness in Heathrow's drop-off model.

"When enforcement relies on confusion, it is not regulation, it is exploitation," said Yousouf Jhugroo, Managing Director of CPB. "Airport operators must stop passing the blame to contractors and take direct responsibility for how consumers are treated."

Heathrow may justify the charge as part of its environmental strategy, but fairness, clarity, and transparency are non-negotiable principles in consumer policy.

Have You Been Affected?

If you have experienced similar treatment or been billed twice for a single airport visit, contact info@consumerprotectionbureau.co.uk with the subject line APCOA Drop-Off Case.

CPB will continue to press for change, as we believe a fair journey should not come with a double toll.