Assistance connections guide

The departing airport is responsible for providing you with the care and support you need before you get on board the aircraft and we will take care of you when you land at Heathrow. You can help us to help you by providing all the important details to your airline, tour operator or travel agent such as:

• Tell them as soon as possible or at least 48 hours before your travel. Often you can provide these details when you book your ticket. Let your airline know about your return details so we can plan support for you when you come back to Heathrow.
• Provide details about your impairment or mobility difficulties. Tell them if you intend to take your own mobility device, such as a wheelchair or you are travelling with an assistance animal.
• The airline will pass this to our Assistance team and will take care of you at the airport.

You will be helped from your seat by the airline and met by a member of the Assistance team when you disembark from the aircraft. You will then 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. Don’t worry if you have trouble finding a help point, just ring us directly on the following numbers:

• Terminal 2: +44 (0)20 8757 2700
• Terminal 3: +44 (0)20 8757 2700
• Terminal 4: +44 (0)20 8757 2700
• Terminal 5: +44 (0)20 8283 6415

On the help points, simply use the push button or telephone to talk to our Assistance team to let them know where you are and what support you need. They will guide you through the next stage or if you are happy to wait, a friendly colleague will come and meet you.

You may connect in the same terminal or connect to another terminal using a fully accessible transfer bus. Either way a member of the Assistance team will escort you. If you have made your own way to your departing terminal, there are assistance areas just before security.

The Assistance team will help you get through security. if you are travelling independently, let one of the security officers know about your needs. You may have questions about needles, what to do with a leg brace or more - they will guide you through the process.

Going through the archway

All passengers including wheelchair users will go through the security archway or body scanner. You will need to remove jackets or coats and you may be asked to take off and jewelry, belts, and shoes. If the alarm sounds you may feel nervous, but it simply means you will be patted down by one of the security officers. You can always ask to do it privately.

X-raying your bags

Your bags will be x-rayed and certain items such as laptops will need to be removed and placed separately in a tray. Again, you will be guided on this but here is a quick summary of the rules that apply to: liquids, creams, gels, pastes, and aerosols:

• Liquids may only be carried in containers holding 100ml or less. If you need to carry additional essential liquid medication for your flight, please provide supporting documentation such as a prescription or letter from a medical practitioner confirming that you need them for your journey.
• They must be carried separately in a single transparent and resealable bag.
• The bag must be no larger than 20cm x 20cm (8in x 8in) and able to close properly with all the items inside.

The departure lounge has many shops and restaurants, accessible toilets and Changing Places. Just ask the assistance team to take you there on route to your gate. 

Changing Places

Changing Places will have additional equipment and space to use the toilets safely and comfortably. They can be found in the following locations with links to our maps:

Terminal 2

• After security departures: Opposite gate B46

Terminal 3

• After security departures: Opposite Gate 7

Terminal 4

• After security departures: By Gate 11A
  

Terminal 5

• After security departures: By Gate 21

Additional assistance areas are located in all departure lounges.

Map locations

Terminal 2

• After security departures: Adjacent to children's play area and entrance to B-gates.

Terminal 3

• After security departures: Additional seating area, behind World Duty Free

Terminal 4

• After security departures: Near Gate 7

Terminal 5

• After security departures (A gates): opposite gate A4
• After security departures (A gates): opposite Gate A2
• After security departures (B gates): near gate B35
• After security departures (C gates): near gate C53

Your departure gate will be shown on the screens in good time for you to get to the gate. It may also be on your boarding pass but double check on the screens, as it may change.

If you are with a member of the Assistance team, they will escort you to the gate which could be on foot, in a buggy or in one of our wheelchairs.

There may be some long distances to travel so you can use the travellators for a more comfortable journey – just remember to use the handrail. In Terminal 5 there is a transit train if your flight is departing from the B and C gates.

You can use our maps which show you the distance between the departure lounge and gate in real time.

Your departure gate will be shown on the screens in good time for you to get to the gate. It may also be on your boarding pass but double check on the screens, as it may change.

If you are with a member of the Assistance team, they will escort you to the gate which could be on foot, in a buggy or in one of our wheelchairs.

There may be some long distances to travel so you can use the travellators for a more comfortable journey – just remember to use the handrail. In Terminal 5 there is a transit train if your flight is departing from the B and C gates.

You can use our maps which show you the distance between the departure lounge and gate in real time.

You will need your boarding pass and passport ready, and it is likely, you will be asked to board the aircraft first – this is known as pre-boarding.

If you are with a colleague from the Assistance team, they will help you get on to the aircraft and the airline will help you find your seat and give you special instructions and advice so you can relax and enjoy your flight.

The airline will have passed your details to the next airport and you will be assisted when you arrive there.