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  • FAQs

    Assistance 

    Not at all, just have your passport and ticket or boarding pass at hand.

    You could try our Heathrow Meet and Assist service. Call +44 (0)20 8745 6011 to find out more. If you just need help with luggage, Heathrow Porters are available on the same number.

    You should book assistance if you have an impairment and feel your journey would be easier if you had assistance from our team.

    We will endeavour to keep you with your family as much as possible. Occasionally you may have to travel in a buggy and there will only be space for those requiring Special Assistance and one carer. In this case we will always let your remaining family members know where the next stop or meeting point is.

    Luggage Assistance can be arranged for you free of charge for reasonable amounts of luggage.

    Weight limits for normal, checked-in luggage do also apply for disabled persons and persons with reduced mobility. Weight limitations do not apply to the transport of medical and mobility equipment or assistive devices, however you may have to pay a fee for overweight luggage if it is not medical equipment or the two pieces of mobility equipment required for the journey.

    If you have any shopping requirements please speak to your host in either the landside or airside assistance areas, so they can check whether one of our shopping experts is available to help. Our Shopping Ambassadors are Heathrow experts, equipped with both first class customer care and the knowledge of what our retail brands are offering so you don’t miss out.

    Please note: While we will endeavour to fulfil all shopping requests, occasionally our team is fully booked. We require a minimum of 1 hour before boarding for shopping assistance. Food and beverages can be ordered via the Heathrow Grab app, and can be picked-up with your Special Assistance colleague on the way to the host point (after security).

    Our service is currently only available within Heathrow. If you need assistance getting to the airport and would like a 1:1 service, you could try Heathrow Chauffeur Service.

    Please see our assistance guides for quiet areas.
    Some of our terminals have quiet rooms, in others we have quiet areas which are away from the fuss of the busy terminal building. The areas are not exclusive to those who may have impairments and can be accessed by all passengers who are looking for a calmer place in an often fast-moving environment.

    Yes. You will still have to report to our Assistance host area before going through security, but our team will ensure that you reach the lounge and are picked up from there when your flight is ready to depart.

    Airlines are responsible for communicating essential information about a flight in accessible formats. Airlines are also obliged to provide assistance to and from the toilet and most will have onboard wheelchairs on each of their aircraft. However, Civil Aviation Authority guidance states that Airline staff are not expected to assist passengers with activities such as eating, drinking, taking medication or using the toilet facilities. If you require assistance of this kind you may need to travel with a carer.

    All passengers, including those requiring Assistance, have to go through security checks. If you are not able to walk through our Archway metal detector, one of our security officers will conduct a tactile body search. This will be as non-intrusive as possible, but if you would prefer to have this done in private you may request to. More information on the process at security can be found here.

     

    Our team will assist you with reaching our toilet facilities. They will not accompany you or assist you in the cubicle.

    Yes - Airlines must accept all assistance dogs for air travel without charge.
    Dogs will normally sit in the space on the floor in front of the seat . A safety harness should be taken on the plane to enable your dog to be secured during take-off and landing. You should contact your airline at least 48 hours in advance to let them know that you will be travelling with an assistance dog.

    More information about travelling with an assistance dog can be found here.

    If you experience problems with your mobility equipment at Heathrow we can provide a temporary replacement to allow you to continue your journey. Please ask a member of our team, who will make the necessary arrangements.

    You may be asked for proof of your “fitness to fly” when requesting assistance. If you have a stable condition, there is generally no need to be cleared for travel. The CAA website contains more information: https://www.caa.co.uk/Passengers/PRM/Getting-medical-clearance-to-fly/.

    Wearing one of our sunflower lanyards will discreetly indicate to our staff that you have a hidden disability and you may need additional support. Our staff have been trained to recognise these lanyards and to provide you with any help you may need at any stage of your journey. Go to our Hidden disabilities page to find out more or order a lanyard.

    You may be asked for proof of your “fitness to fly” when requesting assistance. If you have a stable condition, there is generally no need to be cleared for travel. The CAA website contains more information: https://www.caa.co.uk/Passengers/PRM/Getting-medical-clearance-to-fly/.