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If you have an impairment or mobility difficulties, you may require additional 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.Expand all Collapse all
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 additional assistance.
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, 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:
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.
There are special assistance areas within the terminals located at the following areas:
There are help points in stations and baggage reclaim halls, and on some routes within terminals where there are long distances to cover.
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.
A: Not at all, just have your passport and ticket or boarding pass at hand.
A: You could try our Airport Meet and Assist 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.
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
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.
We are committed to providing the highest level of service in a timely manner.
View our service level agreements (PDF format)