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 are bringing your own mobility device or 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 the next stage of your journey. 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.
A member of the assistance team will escort you to your connecting terminal. You may connect in the same terminal you arrived at by walking, buggy or wheelchair. If you are connecting to another terminal, you will board a fully accessible transfer bus. If you have made your own way to your terminal you can find the assistance area before security.
The assistance team can help you through the security process if you need assistance. If you are travelling independently, please speak to a security officer if you have any questions or concerns.
All passengers, including wheelchair users, will go through a security archway or body scanner. You will need to remove jackets or coats and you may be asked to take off jewellery, belts, and shoes. If the alarm sounds you will need to be body-searched by one of the security officers. You can always ask to do this in private if you prefer.
Your hand-luggage and personal items will be x-rayed. Security officers will guide you on this process. You can leave large electrical items and liquids (up to 2 litres per container) inside your bags.
The departure lounge has many shops and restaurants, accessible toilets and Changing Places. If you would like to visit any of these facilities, please ask your escort to take you there on route to your gate.
Changing Places toilets are available for connecting passengers. Changing Places have additional equipment and space for safe and comfortable use.
To use the Changing Places facilities, you’ll need to use a RADAR key. If you don’t have a key or you’ve forgotten to bring it with you, you can borrow one from the assistance area.
Changing Places can be found in the following locations:
Additional assistance areas are located in all departure lounges in the following locations:
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 our team, they will escort you to the gate. This could be on foot, in a buggy or in a wheelchair.
If you are walking to your gate it may be up to 20 minutes away. There are travellators to help make these journeys easier. 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 your gate in real time.
It is likely you will be asked to board the aircraft first (preboarding).
If you are with a colleague from the assistance team, they will help you get on to the aircraft. Your airline will help you find your seat and give you any needed instructions or advice.
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.
Wheelchairs and heavy bags are not permitted on the escalators - please use our accessible lifts which are available throughout the airport.
