Terms & Conditions

Lounge services (including spa products and bedroom facilities) are provided by designated operators to you directly. Each provider’s terms and conditions apply to lounge services in addition to those set out in this clause 4.1, and are available at https://www.executivelounges.com/en/tandc/ (in respect of Servisair (Aspire) lounges) and https://no1lounges.com/terms-conditions/ (in respect of No.1 Traveller lounges), https://www.plaza-network.com/terms (in respect of Plaza lounges).

All prices shown are in pounds sterling and include VAT at the prevailing rate.

Your booking is non-transferable either from you to someone else or between different airport lounges.

Your booking is only valid for the date, price, lounge, terminal and airport specified when you book.

Any regulations relating to the use of the lounge are usually displayed on the entrance to the relevant lounge or alternatively you can request them at the entrance to the lounge from the relevant airport lounge operator.

Subject to lounge opening times, you are only permitted to enter the lounge from up to 3 hours before your scheduled flight departure time and you should make your booking in accordance with this. As your 3‑hour lounge entitlement is based on your flight’s scheduled departure time, and you will be expected to leave the lounge at that point (unless you have purchased additional hours).If you arrive at the lounge more than 3 hours before your flight’s scheduled departure time, or if you wish to remain in the lounge beyond the scheduled departure time, your use of the lounge is at the discretion of the lounge staff and may be subject to additional fees.

There may be restrictions on the minimum age of children permitted access to the lounge. Where children and infants are admitted it is your responsibility to supervise them.

Smoking restrictions will apply. These are detailed on the Website.

All lounges have a smart casual dress code and all users of the lounge should not misbehave or be drunk or disorderly. Lounge staff reserve the right, at their absolute discretion, to refuse admission and/or to ask people to leave if their behaviour or clothing is inappropriate and/or may cause offence or distress to other users of the lounge. Please act with courtesy and consideration at all times for other users of the lounge.

Lounge staff may announce your flight but cannot guarantee to do so. All lounges have flight information screens and you are responsible for looking at the screens and catching your flight. The Airport does not accept liability if you miss your flight due to failure to check the screens.

The Airport does not guarantee that any particular catering or facilities within the lounge will be available at the time of your visit nor does it offer any guarantees as to your enjoyment of the lounge. The Airport does not guarantee that the lounge will be available to you, and the right to use it may be withdrawn without notice. If you are not admitted to the lounge, except on account of your behaviour or dress, the Airport will refund to you the price paid in respect of that service.

The lounge staff have the right (at their discretion) to refuse to serve you any champagne that has been purchased in advance, or any other alcohol as may be available in the lounge, if you cannot prove that you are over 18 years of age or for any other reason relating to your behaviour in the lounge. No refund shall be given in such circumstances.

If you have purchased any spa products (including a spa package, express massage in the lounge or any service provided in the “Travel Spa" area), please be aware that these are provided by the lounge operator (No.1 Traveller Limited) and the Airport accepts no liability for any harm suffered by you in respect of such products or services except only to the extent that such harm is caused by the Airport’s negligence. Please ensure that you make yourself aware of the terms and conditions relating to spa products which are available on  https://no1lounges.com/terms-conditions/

If you have purchased the use of a bedroom, you must bring a credit or debit card with you in order to use that bedroom. This need not be the same card as used in making the booking. Please ensure that you make yourself aware of the terms and conditions relating to the use of bedrooms which are available on https://no1lounges.com/terms-conditions/

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.

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.

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.

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.

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 Heathrow 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 or at orders@heathrow.com. 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 6.7 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 6.7b) 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.

Your booking is only valid for the date, price and terminal specified when you book. Your booking is non-transferable.

Your booking is for the use of a dedicated pre-booked Meet & Assist agent to escort and guide you through your Airport journey.

Passengers under the age of 16 years old may not use the Meet & Assist service unaccompanied. Children under the age of 2 years old may use the Meet & Assist service for free.

In respect of departing passengers, 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 any booked Meet & Assist services will be non-refundable.

The price for the Meet & Assist services includes the first 3 hours of service. After the first 3 hours of service an additional fee of £30 per hour will be charges being made against the card made to make the original payment.

In respect of arriving passengers, passengers will be welcomed by the Meet & Assist agent at their arrival gate or coaching gate within the main terminal building. The Meet & Assist agent will have a name board displaying the party name and reference number. Due to the nature of airport operations flights may be subject to last minute gate changes so if you cannot see your Meet & Assist agent once you arrive at your gate then please call the customer service team on 0344 335 1000. It is the responsibility of the arriving passenger to ensure that they meet the Meet & Assist agent at the top of the jet bridge or arrival coaching gate before commencing with their onward journey. If the passenger continues on their journey without approaching the waiting agent or contacting the customer service team then it will be considered as a ‘no show’ and may result in the booking being cancelled 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.

A contact number for the passenger(s) travelling must be provided as part of the booking process. The Airport cannot take responsibility for services which cannot be fulfilled due to Meet & Assist agents not being able to contact the passenger or being at the agreed meeting point at the time defined during the booking process.

Arriving passengers who have pre-booked the Meet & Assist service and have requested a single child pushchair/stroller service will be welcomed by the Meet & Assist agent either at the gate or on the forecourt with a fully assembled, single child pushchair/stroller, subject to availability. This is a single child pushchair/stroller service, any additional requirements must be requested in advance. A maximum of three pushchairs/strollers may be requested per Meet & Assist service booked. The pushchair/stroller will have been subject to a full safety check prior to use to ensure that the equipment complies with all necessary Health and Safety requirements. All Meet & Assist agents are fully trained on the use of the equipment. Pushchairs/strollers are designed for the use of infants not exceeding 15kgs.

It is the responsibility of the parent/guardian to place their own child into the pushchair/stroller and ensure that the safety harness is secured around the infant prior to moving off and follow all safety instructions given to them by the Heathrow Meet & Assist agent.

To prevent tipping, under no circumstances should any luggage be placed on the handles of the pushchair/stroller. The storage basket can be used for smaller items not exceeding 4.5kgs. The pushchairs/stroller must not be used on stairs or escalators. The Heathrow Meet & Assist agents will advise of the whereabouts of the elevators/lifts provided in the Terminals.

The parent/guardian accepts full responsibility for their child whilst utilising the equipment provided by the Airport.

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.

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.

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.

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 and valet parking 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)  at least 24 hours before the date and time of your Porter or Meet & Assist service booking.

(d)  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 entry and valet parking and/or Fast Track Security; or (b) for lounge, entry; or (c) Porter or Meet & Assist service (d) 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 in the number of days of your car park or valet parking booking then, the Airport must receive notice of your change to your booking at least 2 hours before (i) the car park entry start date and time of your booking. If you do not give the required advance notice as stated, no refund will be given or if the change requires additional parking days to those indicated in your booking you may have to pay the full daily rate from time to time of the relevant car park.

Where a change is required by you to your lounge, spa or bedroom entry, Porter or Meet or Assist 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 9.6.

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 9.3 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 9.3. 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.

Other terms – payments, refunds and Heathrow Rewards

Any payments made by you using a third party payment provider are subject to validation checks and authorisation by the relevant third party payment provider. If authorisation is refused by the relevant third party payment provider, we will not accept your booking for the eligible Airport-offered service.

Apple Pay and Google Pay are only available as payment methods for customers for pre-booked parking made via http://www.heathrow.com and for the following specific Airport-offered services offered by us: valet parking, the use of bedrooms and spa facilities at the lounges, and/or fast track arrivals passport control.

Apple Pay and Google Pay are not available as payment methods for customers for bookings for the following specific Airport-offered services booked through http://www.heathrow.com: ‘Meet & Assist’, and ‘Porter’ services.

Payments made by you using Apple Pay or Google Pay for the eligible Airport-offered services will be processed via the card you have registered with the digital wallet. Payments using Apple Pay or Google Pay will be taken at the time of booking of the eligible Airport-offered service (see clauses 9.8 and 9.9 above). Refunds for any purchases made using Apple Pay or Google Pay will be returned to the same card registered to your digital wallet and subject to any other applicable terms set out in this clause 9.

Save for as otherwise set out in these Terms, no retrospective refunds will be made after the car park entry start date, date of valet parking drop off or lounge, spa or bedroom entry time of your booking (as detailed on your voucher), Fast Track Security, Porter, Meet and Assist service, or Fast Track Arrivals Passport Control if you have not followed the cancellation and/or changes to booking procedures set out in this clause 9.

No refund will be made if a booking has not been redeemed for any reason or cancelled in accordance with these Terms following procedures set out above.

Any days booked and left unused will not be refunded unless you have followed the changes to booking procedures set out this clause 9.

No refund (only made where due) will be made unless you can provide the Airport with a pre-paid booking reference number. Refunds are made to the original card on which payment was made or, if applicable, to the card registered to the digital wallet used at the time of purchase if you are paying using Apple Pay or Google Pay (as further described at clause 9.11).

Your statutory rights are not affected.

If the Airport cancels your booking for a reason within its direct control and not due to an event beyond the Airport’s control (see clause 10 below) then the Airport will refund the amount it has received from your pre-booking to you on the card on which payment was made or, if applicable, to the card registered to the digital wallet used at the time of purchase if you are paying using Apple Pay or Google Pay (as further described at clause 9.11).

If you are a member of the loyalty programme known as Heathrow Rewards then, to be able to earn any Heathrow Rewards points on any purchase of parking or the other services referred to at clause 1.1, you must sign in to your My Heathrow account prior to completing the transaction or otherwise include your Heathrow Rewards card number in the relevant field in the checkout process. Any transactions completed by you as a member of the Heathrow Rewards programme when signed into your My Heathrow account will subsequently be visible to view on your My Heathrow/my-bookings page. You can purchase parking or the other services referred to at clause 1.1 and access your booking as a guest user, without having to register for a My Heathrow Account. However, if you purchase these services as a guest user or access your booking as a guest user you will not earn or be able to redeem Heathrow Rewards points or convert Heathrow Rewards points into any partner programme.
Please see here for the terms and conditions applicable to My Heathrow and the Heathrow Rewards programme: Heathrow Rewards Terms & Conditions

The Airport does not accept liability for any failure by it to perform its obligations due to an event beyond its reasonable control. A non-exhaustive list of such events includes war or threat of war, riots, civil strife, terrorist threats or activity, industrial disputes, natural and nuclear disaster, fire, adverse weather conditions, volcanic eruption or ash cloud, government regulations, closure or congestion of airports, and / or cancellation or changes of schedules by airlines.

Except as expressly stated in these Terms, the Airport shall not be obliged to either refund any pre-payment by you, or make any other change to your booking in the event that you wish to amend or cancel your booking due to an event of the kind listed in clause 10.1.

The Airport will act with reasonable skill and care when providing services to you.

Nothing in these Terms limits the Airport's liability in the case of death or personal injury caused by the Airport's negligence, or in the case of fraud.

Without prejudice to clause 11.2 above, the Airport’s liability to you for the provision of car parking, valet parking, Fast Track Security, lounge services, Porter, Meet & Assist or Fast Track Arrivals Passport Control shall be limited to an aggregate of £50,000.

The Airport does not accept liability for:

(a)  any indirect or consequential loss; or

(b)  any loss of profit, loss of enjoyment, loss of revenue, loss of data, or loss of earnings.

(c)  any loss or damage howsoever occurring to you or your onward journey as a result of any wait, improper use or failure in the use of any of the services set out in these Terms and Conditions..

If there is any aspect of our service with which you are not happy, you can contact us to provide your feedback, raise a query or make a complaint by:

• Calling us on 0344 335 1000

• Writing to us at orders@heathrow.com

• Completing our online feedback, query and complaint form

Any contract made between you and us via the Website is governed by English law.

We reserve the right to change these Terms, but once you have made a booking the Terms which apply are those which were on the Website at the time of booking. However please do not assume that the Terms which applied on one occasion when you booked a service from us will continue to apply when you next book.

We recommend that you always read these Terms before booking to satisfy yourself that you accept them.

These Terms, along with all other relevant terms and conditions that are referred to herein (including those available at the car park and online from lounge operators), constitute the entire agreement between you and the Airport with respect to the sale of the relevant services.The terms and conditions applicable to My Heathrow and the Heathrow Rewards programme are available here: Heathrow Rewards Terms & Conditions