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.
You should have received check-in instructions with your booking. If you can't find them, your airline or travel agent will be able to help. However, as a general guide you should plan to arrive at the airport:
When you get to the airport you'll always find help in the following areas:
Assistance help points for all those travelling with a disability or mobility difficulties are located in various locations, including; terminal forecourts, car parks and both Heathrow Express and London Underground stations. Please use a help point to request assistance to the terminal building. Alternatively please call the assistance team directly on 020 8757 2700 (for Terminal 2, 3 & 4) or 020 8283 6415 (for Terminal 5) to arrange for support from your vehicle or drop off location.
There are special assistance areas within the terminals located at the following areas:
Please use our interactive map to find help point locations in and around our terminals.
Guide dogs can only travel if they are registered with the Pet Travel Scheme and 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.
Omniserv & Wilson James, our service providers, 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. You will be met on your return from your aircraft and be accompanied 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)