The airport you fly from will help you before you get on board the aircraft. We will then take care of you when you land at Heathrow. Help us to help you by giving important details to your airline, tour operator or travel agent.
You will need to give details about your impairment or mobility difficulties. Tell your airline if you will be taking your own mobility device or if you are travelling with an assistance animal.
Your airline needs this information at least 48 hours before your travel. There is usually an opportunity to give these details when you book your ticket.
The airline will pass this information to our assistance team who will take care of you at the airport.
Your airline will first help you from your seat and off the aircraft. A member of the assistance team will then meet you and you will be escorted to passport control. They may take you on a buggy or escort you in one of our wheelchairs.
Help points can be found throughout the airport. If you have trouble finding a help point you can ring us directly on the following numbers:
On the help points use the push button or telephone to talk to our assistance team. Let them know where you are and what support you need. They will guide you or, if you are happy to wait, a member of the team will come and meet you.
All the gates at passport control are accessible. If you are being escorted, you will use a dedicated lane to enter the United Kingdom. Those travelling independently can use eGates (if eligible) or the passport counters.
If you are being escorted, your escort will help locate and collect your bags from the conveyor belt. They will also help you if you have a wheelchair or other equipment to collect.
You will then go through customs using either the green or red channel:
Green channel: nothing to declare.
Red channel: items to declare.
If you need any support after customs please find an assistance area in the arrivals hall.
Where to find arrivals assistance areas:
Once you are through customs you can ask our assistance team to escort you to your onward travel. If you are taking public transport they can escort you to a bus, train, or Underground station. If you parked at Heathrow they can take you to your terminal's car park, or to the bus for Park & Ride.
You are always welcome to use your own mobility equipment. Your airline will advise you whether your device can be used in the aircraft cabin or must be stored in the hold.
They will need to know the make and model, dimensions, and weight of your wheelchair. You will also need to inform them of the type of batteries (dry or wet cell), if applicable. Your airline can also advise you on how to prepare the device for loading onto the aircraft.
We offer self-serve wheelchairs in all terminals for those who aren't travelling alone.
Simply take a wheelchair from the designated area and once you're finished leave it in a safe space. Our assistance team will then collect the wheelchair and return it for someone else to use
If there are no wheelchairs available, please contact a member of the assistance team. Either use a help point or visit an assistance area to find a member of the team.
Wheelchairs and heavy bags are not permitted on the escalators - please use our accessible lifts which are available throughout the airport.
