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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.
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 three hours before your scheduled departure.
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 (all terminals) 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.
View help points across Heathrow
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.
Get in touch online: Click the "chat with an expert" icon at the bottom of the page
Telephone information service (24 hours): +44 344 335 1000
Feedback: You can leave feedback here
Follow us on Twitter @HeathrowAirport
Write to us:
Heathrow Airport Limited
The Compass Centre,
Nelson Road, Hounslow
Middlesex, TW6 2GW
Wilson James, our service provider, will ensure that the assistance you require is made available. Assistance can be provided from your arrival at the airport to your airline lounge (if eligible) and then to your departing aircraft. On your return from your plane, you will be met and accompanied by your waiting friends and relatives or your onward transport. All assistance is provided free of charge.
We are committed to providing the highest level of service promptly.
View our service level agreements (PDF format)