Originally Posted by globetrotter4$

I have been offered a cart ride at LHR on the inbound but it was laughably close so I declined and walked. Only once that I remember when terminating in London but I am usually connecting anyway.

I can't comment on the lounge to the plane as I avoid the overcrowded AA lounges in lieu of better food and more peace in another option nearby.

From what I have been told, all services are dependent on volume of needs and their importance, not necessarily CK value. Short, inter-terminal connections (T3 <-> T5) get first priority of the reps and vans. After that, the vans can be used for travel to/from bus-gate aircraft. The reps that are not assisting with shorter connections can then help with longer connections, help with corralling CKs at outbound gates, escorting on vans to bus-gates, meeting inbound planes with carts to customs and etc.

I have been met at the gate and offered a ride to customs, given van rides both to and from T3 for connections, had a rep at the gate when I was the only CK on the flight (and when I was 1 of 8) and greeted on the plane by ground staff to thank me for my business. All dependent on the overall volume at LHR that day and time based on conversations I have had with the staff.

The only thing I have not seen is van service to/from another non-OW terminal like T4. I had to go the hard way which for T4 is longer than the T3/T5 hop.

I think I am fairly high on the CK spend but only they really know.