Request special assistance
If you have a disability or mobility difficulties, you may require special assistance at the airport. Even if you are fairly mobile there can be long distances to travel. Here's what you should do to ensure you get the help you need.
Before you leave home
Under European legislation, your airline is responsible when you are on board the aircraft. Heathrow is responsible for providing special assistance at the airport. Therefore, please book all assistance through your airline (your airline’s website will contain details of how to do this). Heathrow Airport cannot book special assistance.
- Please inform your airline, tour operator or travel agent of your particular need at the time of booking, or at least 48 hours before your travel. Try to give as much notice as possible so we can make the arrangements (if you forget, we will still make every effort to help you in a timely manner).
- Your assistance requirement will be passed to our service provider, Omniserv.
- You should also inform your airline, tour operator or travel agent if you intend to take your own mobility device (such as a wheelchair or scooter).
Assistance is available for all age groups, including young travellers.
We recommend you arrive at the airport no later than two hours before the published flight departure time, or present yourself at check-in no later than one hour before the published departure time. When you get to the airport you'll always find help in the following areas:
Car parks, central bus station and forecourts
There are Help Points with help phones in the Long Stay and Short Stay car parks, the central bus station and the terminal forecourts. Please call from here to seek assistance.
Inside the terminal
There are special assistance areas within the terminals located at the following areas:
- Terminal 3 before security: First floor, above Check-in Zones A and B
- Terminal 3 after security: Additional seating area, behind World Duty Free
- Terminal 4 before security: Check-in Zone B, next to Excess Baggage
- Terminal 4 after security: Serenity Lounge, left of Costa Coffee
- Terminal 5 before security: Check-in Zone G
- Terminal 5 after security: The Lichfield Suite opposite Gate A21
More help points
There are help points in stations and baggage reclaim halls, and on some routes within terminals where there are long distances to cover.
Porterage can be arranged for you free of charge for reasonable amounts of luggage.
Guide dogs can only travel if they are registered with the Pet Travel Scheme and if permitted by your airline and holiday destination. More information about travelling with pets is available at www.defra.gov.uk.
Q: Do I need any special documentation?
A: Not at all, just have your passport and ticket or boarding pass at hand.
Q: I don't have a disability but would like help
A: You could try our Airport Concierge service. Call +44 (0)20 8745 6011 to find out more. If you just need help with luggage, porters are available on the same number.
Heathrow Airport Limited
The Compass Centre,
Nelson Road, Hounslow
Middlesex, TW6 2GW
Telephone information service (24 hours): 0844 335 1801
If you use a text phone call: 0844 571 7410
D'Albiac House (Room 2047)
Cromer Road, Heathrow Airport
Middlesex TW6 1SD
Email: LHR_feedback@airservcorp.com (for special assistance related enquiries only)
Omniserv, our service provider, will ensure that the assistance you require is made available. Assistance can be provided from your arrival at the airport through to your airline lounge (if eligible) and then on to your departing aircraft. Omniserv will meet you on your return from your aircraft and accompany you to your waiting friends and relatives or to your onward transport. All assistance is provided free of charge.
Service level agreements
We are committed to providing the highest level of service in a timely manner.
View our service level agreements (PDF format)