Terms & Conditions

When you book parking in a Car Park via the Website you will be given a unique booking reference number (“Booking Reference"), either (at your option) via an email or via a text to your mobile phone.

The booking you make is non-transferable either from you to someone else or between different Airport Car Parks.

The booking you make is valid only for the times, dates, price, Car Park, Vehicle and Terminal specified in your booking, unless the booking is amended at least 2 hours prior to the booking start time. Your booking will cease to be valid once you leave the relevant Car Park and no re-entry to the relevant Car Park is permitted (even if the booking still has a remaining duration).

Car Parks are priced per 24-hour period or part thereof. Prices may increase or decrease based on factors such as Car Park capacity, how far in advance you book, and peak travel periods. Quotes are valid at the time of booking only. The number of “days" (24-hour periods) charged for when you pre-book is calculated on the basis of the times you select when making your booking. However, if your actual entry and exit time changes from that specified in your booking and as a result your actual time in the Car Park runs into another 24-hour period over and above that booked, you will be liable for an additional full day’s charge at the drive-up tariff. This is set out at the entrance to the Car Park, and this amount must be settled before you leave the Car Park on exit. Please note that this applies irrespective of the reason for your late return to the Car Park, unless your delayed return is caused by the negligence of the Airport or its sub-contractors or employees.

When you enter the Car Park, you must follow the instructions that you have been issued with (via email) at the barrier. Some Car Parks use a number plate recognition service and if your number plate is not recognised or is not consistent with the number plate for which you have booked, you may not be permitted entry.

If you are issued with a car parking ticket on entry to the Car Park, please retain this in a safe place as you may need it to exit. On exit, please follow the instructions issued to you at the time of booking.

Terminal Drop off charges, pursuant to https://www.heathrow.com/terms-and-conditions/terminal-drop-off-charge-terms-and-conditions, may apply should you enter the forecourts and these will need to be paid by the owner of the Vehicle. Heathrow does not accept liability for Penalty Charge Notices imposed as a result of a failure to pay a Terminal Drop-Off Charge on arrival at Heathrow Airport for use of a Car Park.

Ultra Low Emission Zone (“ULEZ”) charges will apply for the movement of Vehicles at Heathrow to any vehicles for which exemptions to ULEZ emissions standards do not apply. Heathrow does not accept liability for Penalty Charge Notices imposed as a result of a failure to pay a ULEZ charge on arrival at Heathrow Airport for use of a Car Park.

When you have parked your Vehicle, it is your responsibility to:

(a)  lock your Vehicle securely;

(b)  fully close all windows and doors of your Vehicle and turn any Vehicle lights off;

(c)  apply your handbrake properly;

(d)  engage any steering lock, alarm or immobiliser;

(e)  not leave any animal or person within your Vehicle; and

(f)  ensure that your possessions are placed in a locked boot or glovebox compartment and are not on visual display.

You must drive carefully and responsibly in the Car Park. You must also ensure that any children and animals are properly supervised and are at all times accompanied when they are using the Car Park. Please take care to be aware of all Vehicles in motion within the Car Park.

You must comply with all directional and informational signage and other instructions when in the Car Park.

The Airport does not accept liability for:

(a)  damage to your Vehicle (whether caused accidentally or by way of vandalism);

(b)  theft of, or from, your Vehicle; and/or

(b)  loss of or damage to any personal belongings or luggage that you leave unattended in the Car Park,

while the belongings or Vehicle are in the Car Park, unless such damage or theft is caused by the negligence of the Airport or its sub-contractors or employees, and then only to the extent that the Airport’s negligence has caused or contributed to the relevant damage or theft.

If you fail to collect your Vehicle more than 30 days after the date which you have specified for exiting the Car Park in the booking (including but not limited to Valet Parking and Meet and Greet bookings) then, absent a written notification to us specifying:

(a)  the Vehicle registration number;

(b)  its approximate location within the Car Park; and

(c)the reason for the delay in collection and details of the expected (revised) collection date,

we will deem the Vehicle to have been abandoned. In such circumstances, providing we serve not less than 30 days’ notice in writing via recorded delivery to the address provided at the time of booking, we shall be entitled to remove and sell the Vehicle and deduct from the proceeds both our reasonable handling expenses and any unpaid sums for days in which the Vehicle has been in the Car Park calculated at the drive-up tariff displayed in the relevant Car Park. We will then remit the balance to the debit or credit card of the person who has made the booking (unless we are notified to do otherwise in writing). Our rights of disposal set out herein are in addition to any of our rights to dispose of unclaimed Vehicles under the Torts (Interference with Goods) Act 1977.

While the Airport uses reasonable endeavours to ensure that the Car Parks are secure, the Airport does not guarantee that they are a secure environment. The Airport cannot be held responsible for any loss or damage whatsoever occurring to your Vehicle or possessions within it, unless otherwise specified in these Terms. The Airport and its sub-contractors do not accept any valuables or other articles for safe custody. You must not leave any items unattended when in the Car Park(s).

If you have paid to use a premium parking service in any Car Park (“Fast Track Parking" at the Airport), we shall endeavour to ensure that this is available to you upon arrival, but cannot guarantee availability of the relevant facilities. Should Fast Track Parking not be available, we shall refund to you the difference between the cost of Fast Track Parking and the standard rate for the relevant Car Park for the time during which your Vehicle is within it.

The following terms apply to use of the transfer service from the Car Park to the Terminal:

(a)  (a) guides to the estimated transfer time (in normal traffic conditions) and the frequency of buses or Pods are set out on the Website, but in addition to this you must ensure that you factor in time to find a parking space, remove luggage from the Vehicle, lock the Vehicle and walk to the relevant bus stop or Pod station. The Airport does not accept responsibility if you miss your flight or your airline check-in has closed because you have not left enough time to get into the Car Park, and then from the Car Park to the Terminal. Therefore, we strongly advise that you leave an appropriate amount of time to reach the Terminal building from the Car Park using the transfer service;

(b)  (b) the Airport, at its discretion, may require Pods to be replaced by a shuttle bus transfer at any time for reasons including, but not limited to: mechanical breakdown, failure or maintenance; adverse weather conditions or other operational reasons (howsoever caused);

(c)  not all buses call at all Airport Terminals, therefore you must ensure that you board the correct bus;

(d)  the Airport does not accept responsibility if you miss your flight or your airline check-in has closed because you have to recover luggage which you have left on the bus or Pod. Please ensure that you remember to take all your luggage off the bus or Pod when you arrive at your Terminal;

(e)  the Airport does not accept liability for increased duration of transfer times and/or alternative methods of transfer from the Car Park to the Terminal building which are caused for reasons including but not limited to: exceptional volumes of traffic; road works or accidents; mechanical breakdown, failure or maintenance; adverse weather conditions; staff shortages or other operational reasons (howsoever caused); and

(f)  transfer buses are designed to accommodate personal luggage only. We may prohibit the carriage of items that may cause a nuisance or danger to the bus or other customers including, but not limited to, large items which cannot be safely stored in the racks provided and live animals (save for service animals).

By using the Car Park, you agree to abide by any additional terms of such use that may be displayed in or around the Car Park. These may include, but are not limited to, terms regarding permissions to be in the Car Park and penalties for parking in prohibited places.

We, or our sub-contractor(s), reserve the right to move any Vehicle within or to a location outside the Car Park to the extent that we deem it necessary to carry out the efficient management of the Car Park including, but not limited to, for storage elsewhere at the Airport.

For breaches of the restrictions set out in this clause, we, or APCOA (our Sub-contractor) may: (i) issue parking charge(s) for breaches of the restrictions (for such amount as may be published at the Car Park from time to time in respect); or (ii) cause your Vehicle to be removed without notice and you will be responsible for the costs of such removal and recovery. This shall be included but not limited to:

(a)  parking in an unsafe manner and/or impedes the free flow of traffic in or around the Car Park.

(b)  parking in an area in the Car Park not specifically dedicated to parking, or in a restricted area in the Car Park;

(c)  parking beyond the bay markings in a single designated car parking bay; and

(d)  parking in a bay reserved for another purpose, including but not limited to:

(i)parking in a disabled person’s parking space without clearing displaying a valid disabled person’s badge belonging to yourself or another occupant of the vehicle;

(ii)parking a motor-cycle anywhere in the Car Park, other than in a designated space for that purpose; and

(iii)parking a low sided vehicle in a designated high sided vehicle bay.

(e)  dropping off / picking up outside of a designated area.

Details of the procedure from time to time in force for paying a parking charge or appealing against the issue of a parking charge are set out on the back of each parking charge. All appeals and enquiries relating to parking enforcement in this Car Park should be addressed to: APCOA Parking (UK) Limited (“APCOA”), Dingwall, PO Box 5767, Dingwall, IV15 0AX. Telephone 0345 222 1146.

Unless the Airport directs otherwise, the following are not permitted in the Car Park, and we reserve the right, in our discretion, to refuse to allow you to use the Car Park if you carry out any of these activities in the Car Park:

(a)  conducting any service work, cleaning or repairs to your Vehicle;

(b)  carrying out any business activity, including but not limited to in connection with selling, hiring or other disposal of your Vehicle;

(c)  filling or emptying of fuel tanks;

(d)  misusing or damaging any part of the Car Park;

(e)  parking outside of a designated parking bays (appropriate to your Vehicle) or otherwise as instructed by Car Park staff;

(f)  driving dangerously or too fast;

(g)  making unnecessary noise or nuisance, including playing music in a way that disrupts other users of the Car Park or people living or working nearby;

(h)  filming or taking photographs;

(i)  cooking or lighting fires;

(j)  using the full facilities of a camper van, including but not limited to the toilet, bathroom and kitchen;

(k)  doing or attempting to do anything which is a criminal offence;

(l)  spending excessive time (as we may determine) in your Vehicle in the Car Park. This includes (but is not limited to) sleeping in your Vehicle; and

(m)  using the Airport mains electricity outlets for the purpose of charging electric Vehicles.

Prices may increase or decrease based on factors such as Car Park capacity, how far in advance you book, and peak travel periods.

At times where necessary to the Valet Parking and Meet and Greet services, your Vehicle will be moved during the storage period and any associated ULEZ charges will need to be paid by the owner of the Vehicle.

The Meet and Greet and Valet services cannot accept Vehicles which are:

(a)  commercial style vans or pick ups;

(b)  camper vans or any Vehicle with gas utilities;

(c)  Vehicles over 2.1 metres in height;

(d)  Vehicles which have or could have more than 7 seats; and/or Vehicles over 5100mm in length.

When at the Reception Area, you must drive carefully and responsibly. You must also ensure that any children and animals are properly supervised and are at all times accompanied when they are at the Reception Area. Please take care to be aware of all Vehicles in motion within the Reception Area.

When you have parked your Vehicle at the Reception Area, it is your responsibility to comply with all obligations set out in Clause 2.9, in addition to the following:

(a)  lock your Vehicle securely and leave the key with us;

(b)  provide us with any immobiliser codes to enable us to drive the Vehicle to and from storage, which could be approximately a 30-minute drive each way in peak periods; and

(c)  ensure that your possessions are placed in a locked boot or glovebox and are not on visual display and report any valuables you have left inside the Vehicle to the team.

The Airport cannot be held responsible for any loss or damage whatsoever occurring to your Vehicle or possessions within it resulting from your failure to do these things. The Airport and its subcontractors do not accept any valuables or other articles for safe custody.

The Airport is responsible for ensuring that your car is driven carefully, and the Airport and its subcontractors are insured for any loss or damage to your Vehicle which occurs as a direct result of the negligent driving of the Airport’s employees and subcontractors who are providing the Valet and Meet and Greet parking services. As such, the Airport will offer to repair to industry standards at an approved repairer or pay to you the reasonable cost of repairing any damage to your Vehicle which is caused by the negligent driving of its employees and subcontractors while they are providing the Valet Parking and/or Meet and Greet service(s), provided that the aggregate liability of the Airport and its subcontractors to you shall be limited to the liability cap specified in Clause 12). Any subsequent hire or courtesy Vehicle will be a standard budget car and not a direct like for like Vehicle.

Except as set out in Clause 3.7 above, the Airport does not accept liability for damage to your Vehicle (whether caused accidentally or by way of vandalism) while the Vehicle is in the Car Park, Reception Area and/or storage area in the provision of the Valet and Meet and Greet parking services.

The Airport does not accept liability for theft of or from your Vehicle unless you have entrusted the keys of the Vehicle with the Airport and the keys have been used in to carry out the theft.

When you enter the Car Park, Vehicle Imaging Portals will digitally provide a 360-degree comprehensive check of the exterior of the Vehicle. This includes HD resolution video imaging to provide clarity on any pre-existing damages, supporting our customers' expectations on trusted, safe and secure products and services. This is available at Terminal 2, 3 & Terminal 5, however visual inspections will be undertaken at Terminal 4.

Any allegations of damage must be reported prior to exiting the Reception Area. Failure to report damages will result in liability being denied. Any allegations of damage may be investigated by our supplier, APCOA on Heathrow’s behalf.

You accept that your Vehicle may be moved, in the Airport’s discretion, to a suitable, Airport-approved storage area for the duration of your booking. You must leave your ignition key, the key to your driver’s door and the key for any security or immobilisation device fitted to your Vehicle with the Airport’s employees or subcontractors. The Airport and its subcontractors accept no liability for any loss or damage suffered by you where you leave other keys with us, nor any parking and/or additional storage costs if you do not leave the correct keys/codes to enable us to drive your Vehicle.

By leaving your Vehicle with the Airport’s employees or subcontractors, you warrant that the Vehicle is and, at all times while in our custody, shall be roadworthy, has a valid MOT, has up to date tax payments and is properly insured so as to comply with all relevant legislation in the United Kingdom. You hereby indemnify the Airport and its subcontractors in respect of all claims, losses, damages, costs and expenses suffered by the Airport or its subcontractors arising from any breach of this warranty. You accept liability for all harm suffered by third parties as a result of any breach of this warranty.

Passengers should review if they are eligible for lounge use under their airline ticket before purchase with their airline directly. No refunds will be offered in the event the passenger elects not to use the service purchased via the Website outside of the cancellation period.

The Airport’s responsibility in relation to Lounge services is limited to the booking, administration and sale of Lounge access via the Website. The Airport does not operate the lounges and does not provide the Lounge services themselves.

Any claims, loss, damage, injury or other issues arising out of or in connection with the use of the lounge facilities, the provision of food or drink, the conduct of lounge staff, any events occurring while you are inside lounge or other service failures, must be raised directly with the relevant lounge operator and are subject to that operator’s own terms and conditions.

To the fullest extent permitted by law, Heathrow accepts no liability for any loss, damage, injury or inconvenience arising from your use of, or presence in, any lounge.

Your booking is only valid for the number of passengers (including infants and children), date, price and terminal specified when you book. Your booking is non-transferable and each passenger must have purchased access to Fast Track Security. A maximum of 6 passengers are permitted per booking, subject to availability. Prices may increase or decrease depending on peak travel periods and how far in advance you book.

Your booking is only valid for Fast Track Security in the selected terminal and does not permit you to access Fast Track Arrivals Passport Control, any connections Fast Track Security product, Terminal 3’s Virgin Upper Class Wing product or the British Airways First Class Wing in Terminal 5.

We cannot guarantee the availability of the service, and the right to use Fast Track Security may be withdrawn at any time without notice by the Airport. We reserve the right to limit, extend, alter and prohibit access through Fast Track Security for operational, security, contingency and/or emergency reasons. In these circumstances passengers may be redirected to the main security area but will be issued a full refund.

The purchase of Fast Track Security only provides access to the Fast Track Security area, and we cannot give any assurances regarding how long it will take you to clear security. This product does not in any way excuse you from the requirement to submit to full security screening.

It is your responsibility to ensure that you leave adequate time to clear security prior to your flight. Please contact your airline or check your ticket for advice on how early to arrive at the airport prior to your flight. The Airport does not accept any liability if you miss your flight because you have not left enough time to clear security.

Your booking is made on a pre-booked time slot allocation. It is your responsibility to ensure that you arrive within your booked time. If for any reason you miss your allocated time we will endeavour to ensure access to Fast Track Security, however, this cannot be guaranteed.

You must bring confirmation of your booking with you in order to use Fast Track Security.

Fast Track Arrivals Passport Control is only available to passengers arriving from international destinations. No refunds will be offered if Fast Track Arrivals Passport Control is booked where a passenger is not required to clear passport control at the Airport, including for a connecting flight or domestic arrival. Prices may increase or decrease depending on peak travel periods and how far in advance you book.

Your booking is only valid for the number of passengers, date, time and terminal specified when you book. Each passport holder is required to have purchased Fast Track Arrivals Passport Control access (infants and children require a booking in order to use Fast Track Arrivals Passport Control). A maximum of 6 passengers are permitted per booking, subject to availability.

We cannot guarantee the availability of the service and the right to use Fast Track Arrivals Passport Control may be withdrawn at any time without notice by the Airport. We reserve the right to: (a) limit, extend, alter and prohibit access through Fast Track Arrivals Passport Control for operational, border security, contingency and/or emergency reasons; and/or (b) allow usage of Fast Track Arrivals Passport Control by persons other than those who have pre-booked (including without limitation the emergency services), in the Airport’s discretion. In these circumstances, passengers may be redirected to the main passport control area but will be eligible for a full refund for their Fast Track Arrivals Passport Control booking.

The purchase of Fast Track Arrivals Passport Control only provides access to the Fast Track Passport Control area and we cannot give any assurances regarding how long it will take you to clear passport control.

This product does not in any way excuse a passenger from the requirements to comply with all legislation and requirements for passport control in order enter the United Kingdom of Great Britain. Where a passenger holds an incorrect visa and/or requires a visa on arrival application to be processed, they will not be permitted to use the Fast Track Arrivals Passport Control lane and they will be directed to a standard lane. No refunds will be given in these circumstances.

Where a passenger purchases Fast Track Arrivals Passport Control and the passenger elects not to use the Fast Track Arrivals Passport Control lane, no refunds will be issued unless the Fast Track Arrivals Passport Control lane was not available during the time slot the passenger booked for.

Your booking is made on a pre-booked time slot allocation. The first time slot available to be booked is 06:00-07:00, with the last slot being at 20:00-21:00. It is your responsibility to ensure that you have selected the correct time slot for your flight’s estimated arrival time at the Airport, taking into account adequate time for aircraft taxiing, disembarkation and walking time to the passport control area. If for any reason you miss your allocated time, we will endeavour to provide access to Fast Track Arrivals Passport Control, however this cannot be guaranteed, and a refund will not be offered if we cannot accommodate you outside of your pre-booked time slot.

The access process for Fast Track Arrivals Passport Control is managed by an approved Airport supplier who has full authority to manage and control the access process on behalf of the Airport into Fast Track Arrivals Passport Control (“Fast Track Host”).

You will be required to present your booking confirmation email (including the booking reference number) to the Fast Track Host at the Fast Track Arrivals Passport Control hosting desk to verify your purchase. Once you have satisfied these primary checks you will be granted entry to the Fast Track Arrivals Passport Control lane, ready to be seen by UK Border Force. Access to Fast Track Arrivals Passport Control will not be permitted without booking confirmation.

Your booking is only valid for the date, price and terminal specified when you book. Your booking is non-transferable. You must bring confirmation of your booking in order to use the Porter Service.

We cannot guarantee availability of the Porter service and the right to use the Porter Service may be withdrawn at any time without notice by the Airport. In these circumstances you will be issued a full refund of any fees paid to us in advance in respect of the Porter Services. Prices may increase or decrease depending on how far in advance you book and peak travel periods.

Your booking is for the use of a dedicated Porter to carry your bags to check-in or your point of onward travel. Porters can be pre-booked online or hailed on arrival at the Departures Forecourt or Baggage Reclaim Hall.

A passenger’s late arrival at the Airport may result in the relevant airline refusing to accept passengers for the flight. In such circumstances, the charge for the Porter service will be non-refundable. The Airport does not accept any liability if you miss your flight. It is your responsibility to ensure you allow adequate time to travel through the Airport and security.

Passengers must comply with the relevant airlines terms and conditions (including any baggage restrictions) at all times. Any excess baggage charges must be paid by the passenger directly to the relevant airline. The Airport will not intervene in any dispute between an airline and their passengers.

If you are running later than stated, please contact us no later than 30 minutes in ad your scheduled booking on 0344 335 1000. Failure to do so may result in your booking being cancelled at full charge.

The Porter equipment (a Geest truck) can take up to 10 conventional size luggage (as defined below in Clause 7.7(a)). Any luggage dimensions that are not of a conventional size and cannot be mounted on to the Porter equipment, will fall under the category of oversized luggage (unconventional size as defined below in clause 7.7(b)) will incur additional cost depending on the additional equipment and manpower used to carry out the Porter service.

(a)  Conventional size Luggage - Items that do not exceed the following dimensions: 90x75x43cm (35.5x29.5x16in) with maximum weight of up to 32 kilograms

(b)  Oversized Luggage (Unconventional size) - items exceeding the conventional dimensions detailed at 6.6a above and, Sports equipment such as Bikes, Surfboards, Snowboards, Ski equipment, Golf clubs, Musical and Media items such as Cellos, Double basses, Sound equipment, filming equipment etc.

If your luggage requires additional Porter(s) equipment and manpower then there will be an additional charge of rate of £20 per Porter (the standard Porter roll up rate).

Carnet and VAT reclaim desks visits are not included within the Porter service. If you require assistance visiting the Carnet or VAT an additional charge of £20 is payable.

Once the passenger instructs the Porter to attend the Carnet and/or VAT reclaim desks, the additional charge of £20 will be payable even if the passenger changes their mind once arriving at the Carnet and/or VAT reclaim desk for any reason.

Pre-booked baggage Porters for an arrival service will be positioned by the baggage carousel relevant to your flight number and will be holding a name board. Pre-booked baggage porters for a departures service will be positioned on the departures forecourt and will be holding a name board. It is the responsibility of the arriving passenger to make themselves known to the Porter allocated to this booking by approaching the Porter and introducing themselves. You should contact the customer service team on 0344 335 1000 if you cannot locate your porter in the first instance. If the passenger continues with their journey without approaching the waiting agent(s) or contacting the customer service team within 45 minutes of the requested meeting time then it will be considered as 'no show' and may result in your booking being forfeited at full charge. A contact number must be provided as part of the booking process. Heathrow cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger save for in the event that the passenger is still onboard their flight.

Pre-booked Porters for a departing service will be positioned at the requested meeting point 15 minutes before the agreed meeting time. Please refer to the booking confirmation for the requested location and meeting time. You should contact the customer service team 0344 335 1000 if you cannot locate your Porter in the first instance or if you are expected to be delayed. If the passenger continues with their journey without approaching the waiting agent(s) or contacting the customer service team within 45 minutes of the requested meeting time then it will be considered as a 'no show' and may result in your booking being forfeited at full charge. A contact number must be provided as part of the booking process. The Airport cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger.

In a case where a passenger contacts the customer services team within 45 minutes of an agreed meeting time to inform of a possible delay, the Porter will be stood down, and may (depending on availability) be re-allocated once the passenger informs the Airport that they are on route. Heathrow cannot take responsibility for services which cannot be fulfilled due to not being able to contact the passenger, delays to the inbound aircraft or delays in the passenger arriving at the Airport.

The Airport does not directly provide Meet and Assist Services, however you can find a list of Meet and Assist services provided by third party operators on our Website: Meet and assist concierge service | Heathrow. Prices may increase or decrease depending on the operator, how far in advance you book and peak travel periods.

Where you choose to book a Meet and Assist service, your contract for that service will be directly with the relevant third‑party provider and will be subject to that provider’s own terms and conditions. The Airport is not a party to that arrangement, does not act as agent for the provider, and has no responsibility for the provision, performance or delivery of the Meet and Assist service.

For the avoidance of doubt, Meet and Assist services are not Airport services for the purposes of these Terms and therefore to the fullest extent permitted by law, the Airport accepts no liability for any loss, damage, delay or inconvenience arising out of or in connection with any Meet and Assist service provided by a third party.

Should you wish to cancel or make changes to your booking or part of it you may do so via the Website. Please click on the “ Manage my booking" section. You may also telephone us on 0344 335 1801 to cancel a booking, or contact valet@heathrow.com to amend or cancel any Meet and Greet or Valet Parking bookings.

 

In the event that you have booked one or more of the services set out in these Terms as part of a “bundle”, you may cancel or amend any element of the bundle in line with the individual amendment and cancellation terms set out in these Terms.

 

Cancelling your booking

In order to consider a refund, the Airport must receive notice of your cancellation:

(a)  at least 2 hours before (i) the Car Park entry, Valet Parking or Meet and Greet drop off start date and time; and/or (ii) Fast Track Security entry start date and time;

or

(b)  at least 24 hours before the date and time of your lounge, spa or bedroom entry time of your original booking;

or

(c)   by 20:00 the day before your Fast Track Arrivals Passport Control booking time slot.

 

If you do not give the required advance notice as stated under (a) for the Car Park, Valet Parking or Meet and Greet entry and/or Fast Track Security; or (b) for Lounges; or (c) for Porter services; or (d) for Fast Track Arrivals Passport Control, no refund will be given.

If your flight is delayed or cancelled and you have a pre-booking for Fast Track Arrivals Passport Control, you may request to amend your booking by 20:00 on the day prior to your booking date. Should you not wish to amend your existing booking if your flight has been cancelled (or your flight becomes delayed or cancelled after 20:00 the day before) and your Fast Track Arrivals Passport Control booking has not already been used, you may request a refund within 30 days of your cancelled flight and the Airport will issue you with a refund, upon you providing the Airport with valid proof of flight cancellation. If your flight is delayed, we will endeavour to provide access to Fast Track Arrivals Passport Control, however, this cannot be guaranteed. You may request a refund within 30 days of your delayed flight and Heathrow will issue you with a refund, upon receiving valid proof of flight delay from you.

 

Amending your booking

Where a change is required by you for a reduction or increase in the number of days of your Car Park, Meet and Greet or Valet parking booking, then the Airport must receive notice of your change to your booking at least 2 hours before either the commencement (in respect of a reduction in time) or ending of your booking (in respect of an increase in time). If you do not give this required advance notice, either: (a) no refund will be given; or (b) if the change requires additional parking days to those indicated in your booking, you may have to pay the full daily rate of the relevant Car Park.

Where a change is required by you to your Lounge, spa or bedroom entry, or Porter booking then the Airport must receive notice of your change at least 24 hours before the start date and time of your booking, subject to Clause 9.8.

If you wish to amend your Fast Track Security booking time, date, terminal or passenger numbers, the Airport must receive notice of your requested change(s) of booking at least 2 hours before. If you wish to amend your booking due to a flight cancellation, you may request an amendment to accommodate your alternative flight time within this 2 hour timeframe. However, we cannot guarantee to accommodate this change and it shall depend on availability and/or operational factors. If we cannot accommodate this change, we will provide a refund in line with Clause 9.5 above.

If you wish to amend your Fast Track Arrivals Passport Control booking time, date, terminal or passenger numbers, the Airport must receive notice of your requested change(s) by 20:00 the day before your booking date, subject to provisions relating to flight delay and cancellation as set out in Clause 9.5. If you wish to amend your booking from an off-peak time to a peak time (as further specified on the Website) for any reason, you will be required to pay the difference in price.

 

For other Heathrow Terms and Conditions see the following links:
Heathrow Website Terms and Conditions
Heathrow Reserve & Collect Terms and Conditions