Special assistance | Help points | Heathrow
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Special assistance: terminal facilities

Facilities for the hard of hearing, blind and partially sighted

Induction loops are found throughout the airport (look for signs showing the 'sympathetic ear' symbol). Payphones and credit card telephones are available and are adapted for hearing aids. There are also text payphones in the arrivals area, after Customs.

Guide and hearing dogs are the only dogs allowed in the terminal buildings. The airport's directional signs are black on yellow, providing optimum contrast to assist all users.

Reserved seating

There are reserved seating areas in every terminal within the general seating areas, marked by signs. They aim to have:

  • Low-level flight information screens
  • An induction loop
  • Arms on both sides of seats
  • Space for wheelchair users.

Security checks

Our security staff are obliged to carry out a hand-search whenever a passenger activates the archway metal detector alarm. If you are a wheelchair user, that’s likely to be the case. We recognise that it may be more suitable to have this search carried out away from the main search area, so please don’t hesitate to request this if you’d prefer it.

If you are using a wheelchair provided by the airport and wish to walk through the archway, to avoid an unnecessary search, you're welcome to do so.

Average distances and times to gate

Journey times to gates will vary depending on the terminal and your destination. To help cover these distances, we do provide moving walkways, lifts and a transfer train in Terminal 5.

Departure gates are subject to change and prior notice will be given on the flight information screens in the terminal. You can also check departure gates with your airline at check-in.

Terminal 2

All departure gates in Terminal 2 main building are located approximately five minutes (about 200m) from security. Gates in Terminal 2B are located 20 minutes (800m) from security.

All UK or Ireland flights depart from Terminal 2 main building.

Terminal 3

The majority of departure gates in Terminal 3 are located 20 minutes (about 800m) from security.

Terminal 4

The majority of departure gates in Terminal 4 are located approximately five minutes (about 200m) from security. Some gates are located 10 minutes (about 400m) from security.

Terminal 5

All departure gates in Terminal 5 main building are located approximately ten minutes (about 400m) from security. Gates in Terminal 5B and 5C are located 15 minutes (600m) from security.

All domestic and EU flights usually depart from Terminal 5 main building. Other international destinations depart from Terminal 5B and 5C. A dedicated transfer train is available to and from the satellite buildings.


Changing Places

These facilities are aimed at those with more severe disabilities, both physical and learning, and for whom standard disabled facilities may not be enough.

These facilities include:

  • Height-adjustable adult-sized changing bench
  • A hoist
  • Space for both the user and carers
  • Extra wide rolls of paper
  • Shower facility
  • Non-slip floors.

For further information visit the Changing Places website.

Changing Places locations

  • Terminal 2: Arrivals level (passenger area) - opposite Gate 18
  • Terminal 4: Arrivals (public area) - ground floor adjacent to London Underground escalators
  • Terminal 5 - Lichfield suite: Departures (after security) - opposite Gate 20 and 21


If you'd like to take a shower, you'll find locations on our toilets and showers page.

Travelling with Assistance Dogs

An assistance dog is one which has been specifically trained to assist a disabled person and has been qualified by one of the charitable organisations, meeting the full membership criteria of Assistance Dogs International (ADI), the accrediting body for assistance dog' organisations worldwide. You can visit assistancedogsinternational.org for further information.

  • Assistance dogs include ‘Guide’ dogs, ‘Hearing’ dogs and ‘Service’ dogs.
  • Please refer to your airline for details on travelling with assistance dogs and to advise them of your intention to travel.
  • Your assistance dog will usually be able to travel with you through the usual passenger journey to and from your flight. Where this is not possible for any reason we will make suitable alternative arrangements for both you and your dog to travel together.
  • We have approved relief areas for animals in all of our terminal areas. Please speak to a member of our team for assistance in reaching these locations.


Travelling with your own Mobility Equipment

We do provide mobility devices to assist you on your journey through the airport, along with assistance as required from our service provider.

If you do wish to use your own mobility equipment to and from your aircraft then you are welcome to do so. Your airline will advise you of whether the device can be used in the aircraft cabin or whether it will need to be stored in the hold.

Electrically powered equipment can be used, however please contact your airline for information on any size and weight restrictions which may be in place. They will also advise you on how you should prepare the device for loading into the aircraft.

If you experience any problems with your own mobility equipment whilst travelling through Heathrow, we are able to provide you with a temporary replacement to allow you to continue your journey. Please ask a member of our team, who will make the necessary arrangements.


If you'd like assistance with shopping at the airport, we offer a reserve and collect service. Please call us on 0800 678 5324 or email us for further information.

Further information

For further information about special needs assistance at Heathrow Airport please call 0844 335 1801 (UK only). If you are deaf or hard of hearing, please call the Heathrow minicom service on +44 (0)20 8745 7950.

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