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  • What to do before leaving home

    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, however, priority will be given to passengers who have booked in advance.

    In order to receive assistance at Heathrow, you must inform your airline that you are travelling with an assistance dog at least 48 hours in advance.

    Keep any necessary medication in your hand luggage so you have it with you throughout your journey. Please be aware that Security rules still apply to liquid medicines. Bring large enough supplies to last you for the duration of your trip. It is a good idea to have a copy of your prescription with you in case you need a repeat prescription whilst you are away.
    If you are carrying syringes or injection pens for treating diabetes or anaphylactic shock, you should also carry your medical certification in your hand luggage.

    We can provide wheelchairs and electric buggies to assist you at the airport, along with assistance from our staff, but you are welcome to use your own mobility equipment. You will be able to remain in your own mobility equipment until you board the aircraft. Before leaving home, your airline ( will advise you whether your device can be used in the aircraft cabin or must be stored in the hold.

    Electrically powered equipment can be used but please consult your airline ( about any size or weight restrictions they may stipulate. They will need to know the make and model, dimensions and weight of your wheelchair, as well as the type of batteries your device utilises (e.g. dry or wet cell). Your airline can also advise on how to prepare the device for loading on to the aircraft.

    You can look at our walking distances to decide whether you require assistance at the airport.

    You can make luggage easily identifiable by attaching a bright tag, ribbon, or luggage strap. This means anyone assisting you will be able to spot it from your description. You can also do the same for you wheelchair if it is being carried in the hold.

    A secure cover may be useful to prevent losing any parts that may become detached during transit. Please also remove any detachable parts that could get lost in transit, and put them in a bag for stowing on board the aircraft.

    Luggage assistance can be arranged for you free of charge for reasonable amounts of luggage.

    Weight limits for normal, checked-in luggage do also apply for disabled persons and persons with reduced mobility. Weight limitations do not apply to the transport of medical and mobility equipment or assistive devices, however you may have to pay a fee for overweight luggage if it is not medical equipment or the two pieces of mobility equipment required for the journey.

    In conjunction with our charity partners, we have produced a series of guides showing you what to expect at all of the different stages of the journey. They include quiet areas to relax, as well as where you can find help in the airport if you require assistance on the day.

    Guides are available for each terminal for both arrivals and departures If you require these guides in a different format, please contact us at: