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    Coronavirus update

    What's happening at Heathrow and how we're looking after and advising our passengers and colleagues

    At Heathrow, our number one priority is always the safety and wellbeing of our passengers and colleagues.

    We continue to work closely with government experts, health professionals and airlines to safely handle flights.  This is a fast-moving situation and we continue to follow the advice of the UK Government on measures and restrictions required.

    NOTE: This information has been prepared based on, and following, the advice of Public Health England and the UK Government.

     

     

    Frequently asked questions

    UK Government restrictions

    Following the UK Government’s lockdown announcement, the airport continues to remain open. 

    The safety of passengers and colleagues is our number one priority and we have implemented several measures to reduce the risk of transmission at the airport, in line with Government advice. Existing measures in place at the airport, which you may now be familiar with, include:

    • Hundreds of hand sanitiser dispensers
    • Social distancing and one way systems
    • Enhanced and more frequent cleaning
    • Mandatory face coverings for all passengers over the age of 11
    • UV cleaning methods, including UV robots
    • Perspex screens
    • Anti-viral cleaning of all key passenger touchpoints   

    We currently require all passengers aged 11 and older to wear a face covering at all times inside our terminal buildings. Please speak to a colleague if you have any concerns or queries about wearing a face covering whilst at Heathrow. 

    Passengers are not permitted to travel for holiday and leisure reasons, and must have a legally permitted reason to travel (such as for work).  More information can be found on the Government website.

    Passengers travelling internationally from Monday 8 March 2021 are required to carry a new travel declaration form to confirm that they are legally allowed to travel.

    From 15 February, anyone permitted to arrive into the UK are required to either quarantine at home or, if travelling from a country on the “red list”, to quarantine in a Government quarantine hotel.

    It is also mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This will provide an additional layer of protection against the risk posed by variants.

    Before flying, people who have travelled in red-list countries in the past 10 days need to pre-book their hotel quarantine and testing on the government’s booking system. People flying from a non-red-list country will need to pre-book their COVID-19 tests before they travel so that they can be done while quarantining at home.

    The government has introduced tough new fines and sanctions to enforce this. More information is available on the governement website.

    It continues to be a legal requirement for all passengers to:

    • Provide a negative COVID-19 test taken no earlier than 3 days before departing for England.
    • Complete a passenger locator form providing their journey and contact details up to 48 hours before their essential travel.  

    If you are at the airport and experiencing the symptoms of a cough, fever or shortness of breath please make yourself known to the nearest colleague who will be able to support you.

    You are able to drop-off your loved ones as normal, but to help everyone keep safe, you will not be able to enter the terminal if you are not a passenger. 

    During this difficult time, we ask that you only enter the terminal if absolutely necessary. If you are helping someone into the terminal who requires assistance before they have been greeted by the care team, then you are exempt. 

    You can continue to pick up your loved ones from the terminal.  However, if you are not a passenger, you will not be able to enter the terminals. 

    If you are planning to travel during this time of uncertainty and wish to cancel your parking booking, Heathrow has a flexible cancellation policy which allows you to cancel up to two hours before.

    Only our essential retail stores remain open so you can continue to purchase essential items. Food and beverage outlets remain open for takeaway and table service, so passengers can grab a bite to eat.  Some our retailers are offering a pre-pay and collect service.

    In addition, Travelex stores in Terminal 2 and 5 are also open.

    Non-essential stores have closed, in line with the latest Government restrictions.

    Transfer passengers

    All international arrivals are required to present a negative COVID-19 test, taken no earlier than three days before departing for England. This applies to passengers transiting the UK.

    If you have a boarding pass issued for your onward journey, you will be able to stay airside during your connection. This means that when you arrive into Heathrow, you will not need to pass through immigration or customs and can follow the purple signs for connections and make your way to the departing gate once it opens.

    ‘Red list’ passengers transiting via the UK do not have to quarantine if they do not pass immigration. More information can be found on the UK Government website.

    You will be required to pass through Immigration and customs, collect your luggage and then check back in for your onward flight.

    From 15 February, anyone transiting through the UK from or via a “red list” country, who passes through Immigration, is required to quarantine in a Government quarantine hotel for the time they are in the UK, in accordance with local restrictions. 

    Book managed quarantine in a hotel 

    Passengers will be able to leave their quarantine accommodation to return directly to Heathrow to take their connecting flight.

    Please ensure you have the correct passport or visa to enter the UK. You must present the following to your airline before travelling to the UK, and these documents may also be checked by Border Force on arrival at Heathrow:

    • A complete Passenger Locator Form (which must include a declaration as to whether you have been in a ‘red list' country and details of your quarantine booking or arrangements) 
    • Proof of a negative COVID-19 test (taken within three days of departure)
    • Evidence of a pre-booked Government hotel quarantine package, if travelling via a country on the ‘red list’
    • Evidence of a pre-booked testing package, if travelling from anywhere not on the ‘red list’

    For more information, please visit the UK Government website

    From 15 February, anyone transiting through the UK from or via a “red list” country, and who passes through Immigration, is required to quarantine in a Government quarantine hotel for the time they are in the UK, in accordance with local restrictions. 

    Book managed quarantine in a hotel 

    Passengers will be able to leave their quarantine accommodation to return directly to Heathrow to take their connecting flight.

    Please ensure you have the correct passport or visa to enter the UK. You must present the following to your airline before travelling to the UK, and these documents may also be checked by Border Force on arrival at Heathrow:

    • A complete Passenger Locator Form (which must include a declaration as to whether you have been in a ‘red list' country and details of your quarantine booking or arrangements)
    • Proof of a negative COVID-19 test (taken within three days of departure)
    • Evidence of a pre-booked Government hotel quarantine package, if travelling via a country on the ‘red list’
    • Evidence of a pre-booked testing package, if travelling from anywhere not on the ‘red list’

    For more information visit the UK Government website

    If you are transiting through Heathrow, for onward travel to a domestic destination, having been in or travelled through a “red list” country, you must carry out your ten day hotel quarantine at a Heathrow location. 

    Book managed quarantine in a hotel 

    For more information about the new restictions visit the UK Government website

    Testing

    What are the new testing requirements for entry into England?

    All international arrivals, including UK nationals, are required to present a negative COVID-19 test taken no earlier than 3 days before departing for England, this applies to passengers transiting the UK, as well as those whose final destination is the UK.  For more information, please visit the Government website.

    How will the proof of having a test result be enforced?

    Prior to departure, passengers will need to present proof of a negative COVID-19 test result to their airline, in addition to their passenger locator form. On arrival back into England, Border Force will conduct spot checks to ensure that individuals are compliant with the new rules. If not, passengers will be subject to an immediate fine of £500. These checks will also apply to UK nationals, however children under the age of 11 will be exempt.

    Will passengers still need to quarantine on arrival?

    From 15 February, anyone permitted to arrive into the UK are required to either quarantine at home or, if travelling from a country on the “red list”, to quarantine in a Government quarantine hotel.

    It is also mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This will provide an additional layer of protection against the risk posed by variants.

    Before flying, people who have travelled in red-list countries in the past 10 days need to pre-book their hotel quarantine and testing on the Government’s booking system. People flying from a non-red-list country will need to pre-book their covid-19 tests before they travel so that they can be done while quarantining at home.

    The government has introduced tough new fines and sanctions to enforce this. More information is available on the Governement website.

    Those arriving still have the option to reduce the self-isolation period from 10 to five days by paying for a test through the Government's Test to Release scheme.

    How much does it cost to quarantine in a Government-approved hotel, and what's included?

    A single-cost charge will apply to everyone returning to the UK from red list countries, all of whom must quarantine in a government-approved hotel.

    It will cover the costs of:

    • Transport from the port of arrival to the Managed Quarantine Facility (hotel)
    • Food
    • Accommodation
    • Security
    • Essential wrap-around services
    • Testing.

    Passengers will be provided with three meals a day, access to WIFI and access to welfare and health support. Passengers will not be able to choose their own hotel or book accommodation without using the Government booking service.

    Hotel quarantine – including travel to the hotel, meals and beverages, 2 COVID-19 tests and end-to-end security

    Rate

    Rate for 1 adult in 1 room for 10 days

    £1750

    Additional rate for 1 adult (or child over 12)

    £650

    Additional rate for a child aged 5-12

    £325

    More information can be found on the Government website.

    From 15 February, it is mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This aims to provide an additional layer of protection against the risk posed by variants.

    It is mandatory to book this Government testing package before travelling to the UK.

    Passengers who have not been in a red-list country can shorten their mandatory 10-day quarantine period through the Test to Release scheme, by completing a negative COVID-19 test from day five onwards, in addition to the two mandatory tests on days two and eight.

    You will need to opt into the Test to Release scheme and enter your test booking details in the Passenger Locator Form, which must be completed prior to arriving into the UK. If you decide to take part in the Test to Release scheme once you have arrived in England, you will need to update your  Passenger Locator Form.

    The test must be taken via the Government's approved list of private testing providers. Both of the independent test providers operating at Heathrow - Expresstest and Collinson - are included on the Government's list.

     

    How much is the home quarantine test package?

    The Government testing package (including two COVID-19 tests), will cost £210 per person. It will be delivered to your address and needs to be booked in advance. 

    For more information please visit the Government webiste

    Some countries require passengers to show proof of a completed, negative, COVID-19 test within certain timeframes of departure. The types of test and timing required vary by country which is why we recommend passengers check the  Foreign Commonwealth Office website for the latest travel information.

    We are working with independent providers to offer different types of testing to fulfil requirements for certain destinations. Read our dedicated page on COVID-19 Testing for more information.

    There are a number of different COVID-19 tests available and the requirements on testing required when travelling vary significantly by country.

    We are working with Government approved, independent testing providers to offer different types of testing to fulfil requirements. Read our dedicated page on COVID-19 Testing for more information.

    For arriving passengers – From 15 February, it is mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This aims to provide an additional layer of protection against the risk posed by variants.

    On arrival into the UK, it is mandatory to book this Government testing package before travel.

    Passengers can shorten their mandatory 10-day quarantine period through the Test to Release scheme, by completing a negative COVID-19 test from day five onwards, in addition to the two mandatory tests on days two and eight.

    Please check carefully for any testing requirements, including the type of test, for travelling to different destinations via the Foreign Commonwealth Office website.

    For departing passengers – Please check carefully for any testing requirements, including the type of test, for travelling to different destinations via the Foreign Commonwealth Office website.

    At the airport

    Due to the current Covid-19 restrictions, a limited number of essential shops and restaurants are open in our terminals.  

    Travelex stores in Terminal 2 and 5 remain open.

    For VAT refunds, Travelex will operate a post box service, and process forms when they are able to reopen stores.

    We kindly request that passengers wishing to use this service drop their forms in the dedicated VAT post boxes next to Customs, which can be found in all operating terminals. Please note that your VAT refunds could take up to three months to process. If you have any further queries on this, please kindly contact Travelex directly.

    Should I wear a face covering when I travel?

    We require all passengers aged 11 and older to wear a face covering at all times inside our terminal buildings. 

    Please speak to a colleague if you have any concerns or queries about wearing a face covering whilst at Heathrow.

    All passengers should remember the UK Government advises that people should wash their hands often and for at least 20 seconds with soap and warm water. You are welcome to use our toilet and washroom facilities for this, or make use of the readily available hand sanitiser dispensers found in hundreds of locations across the airport.

    Where can I get a face covering at Heathrow?

    We require all passengers aged 11 and older to wear a face covering at all times inside our terminal buildings.

    If you forget to bring a face covering with you, they are available to purchase from a range of retailers or vending machines at the airport but you may be refused entry to the terminals without one.

    What should I do if I am unable to wear a mask, for example for medical reasons, or if I rely on lip reading?

    We understand that in exceptional circumstances, some passengers may not be able to wear a face covering. The government has issued guidance on who this may apply to. Please be reassured that if this applies to you, you are still welcome to fly and we ask that you notify colleagues in our terminals when you arrive at Heathrow.

    Additionally, you may wish to speak to our colleagues at the Assistance desk before Security about wearing a sunflower lanyard.

    Aside from face coverings, we kindly remind all passengers to practice regular hand washing in our washrooms, sanitiser stations as well as to keep a safe distance from others at all times.

    There is no requirement to arrive at Heathrow early.  Unless explicitly advised otherwise by your airline, please follow the normal guidelines for when to get to the airport, which is two hours for European flights and three hours for long haul flights. These guidelines can be found on our dedicated page.

    If you are still in any doubt, please contact your airline who can confirm.

    The safety of passengers and colleagues is our priority and we are continuing to implement new measures to reduce the risk of transmission at the airport, in line with Government advice.

    Existing measures in place at the airport, which you may now be familiar with, include:

    • Hundreds of hand sanitiser dispensers
    • Social distancing and one way systems
    • Enhanced and more frequent cleaning
    • Mandatory face coverings for all passengers over the age of 11
    • UV cleaning methods, including UV robots
    • Perspex screens
    • Anti-viral cleaning of all key passenger touchpoints  

    A team of dedicated hygiene-technicians, who thoroughly disinfect the airport and answer passenger queries on the methods being used.

    If you have any queries, please speak to one of our Heathrow Covid Marshals who patrol the terminals. They are recognisable by their pink hi-vis vests.

    We ask all passengers to continue to follow government advice as best they can while we work to ensure all our passengers have a safe and enjoyable journey.

    Where can I find hand sanitiser facilities at Heathrow?

    Our toilets and washroom facilities are open and stocked with hand soap for you to use.  We have also installed hundreds of hand sanitiser dispensers at key locations across the airport. These facilities can be found in all areas of the terminal including in security entrance areas, toilets, and main concourses.

    Can I still get assistance for my journey through Heathrow?

    We understand that if you have an impairment or mobility difficulties, you may require additional assistance at Heathrow, and would like to reassure you we are continuing to offer assistance to passengers that need it at this time.

    Your first point of contact for requesting assistance should always be your airline, so please contact them directly and they will be happy to help you. If you would like further reassurance or advice, you can always contact Heathrow’s customer service team by ringing 0844 335 1801 and pressing option 4, or emailing passengersupport@heathrow.com.

    Arriving into the UK

    From 15 February, anyone permitted to arrive into the UK are required to either quarantine at home or, if travelling from a country on the “red list”, to quarantine in a Government quarantine hotel.

    It is also mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This will provide an additional layer of protection against the risk posed by variants.

    Before flying, people who have travelled in red-list countries in the past 10 days need to pre-book their hotel quarantine and testing on the Government’s booking system.  People flying from a non-red-list country will need to pre-book their COVID-19 tests before they travel so that they can be done while quarantining at home.

    The government has introduced tough new fines and sanctions to enforce this. More information is available on the Government website.

    It continues to be a legal requirement for all passengers to:

    • Provide a negative COVID-19 test taken no earlier than 3 days before departing for England.
    • Complete a passenger locator form providing their journey and contact details up to 48 hours before their essential travel.  

    If you are at the airport and experiencing the symptoms of a cough, fever or shortness of breath please make yourself known to the nearest colleague who will be able to support you.

    If you are not at the airport, please follow NHS advice.

    Mandatory testing requirements

    it is mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This aims to provide an additional layer of protection against the risk posed by variants.

    On arrival into the UK, it is mandatory to book this Government testing package  before travel.

    Passengers can shorten their mandatory 10-day quarantine period through the Test to Release scheme, by completing a negative COVID-19 test from day five onwards, in addition to the two mandatory tests on days two and eight.

    For more information, please visit the Government website.

    Passenger locator Form

    It is a legal requirement for all passengers to complete a passenger locator form providing their journey and contact details before entering the UK.

    Prior to departure, passengers will need to present a completed passenger locator form to their airline, in addition to proof of a negative COVID-19 test result.

    On arrival back into England, Border Force will conduct spot checks to ensure that individuals are compliant with the new rules. If not, passengers will be subject to an immediate fine. These checks will also apply to UK nationals, however children under the age of 11 will be exempt.

    Self-isolation

    From 15 February, anyone permitted to arrive into the UK are required to either quarantine at home or, if travelling from a country on the “red list”, to quarantine in a Government quarantine hotel.

    It is also mandatory for all arrivals to take a test on day two and eight of their 10 day quarantine period. This will provide an additional layer of protection against the risk posed by variants.

    Before flying, people who have travelled in red-list countries in the past 10 days need to pre-book their hotel quarantine and testing on the Government’s booking system. People flying from a non-red-list country will need to pre-book their covid-19 tests before they travel so that they can be done while quarantining at home.

    The government has introduced tough new fines and sanctions to enforce this. More information is available on the Government website.

    Can I still come into the terminal if I am not flying?

    As an airport that has facilitated reunions and connections for the past 74 years, we understand the importance of greeting and saying goodbye to friends, family and loved ones in terminals.

    However, we ask at this time that you only enter the terminal if absolutely necessary. Reasons that you may still need to come into the terminal for are, for example, if you are helping somebody into the terminal who requires assistance before they have been greeted by the care team.

    We know that this is a difficult time and sincerely appreciate your help in adhering to government advice and making the airport as safe as possible.

    Parking, Meet and Assist, Porters and Lounge bookings

    Due to the decrease in passenger demand, we are now operating a reduced car parking service. We will contact existing bookings that have been affected by the changes, to provide advice and alternatives. Find out more information on current car parking availability.

    If you are in any doubt about your booking, you are also more than welcome to contact us directly by telephone on 0344 335 1000, or by emailing us at passengersupport@heathrow.com. Full refunds will be offered to those passengers whose bookings have been cancelled as a result of the closures.

    I can't get back to Heathrow for my original parking end time.  Will I be charged for my overstay?

    We understand that you may have to change your travel plans and would still like to use the Heathrow service you had previously booked. We would like to reassure you that amendments to your booking can be made up to 24 hours prior to your original booking time. Please contact customer services on 0344 335 1000 and we’ll be happy to discuss making changes to your booking.

    In line with current Government restrictions, our lounges remain closed with the exception of:

    • Club Aspire in Terminal 5
    • Plaza Premium in Terminal 2

    Access to these lounges can be booked online.

    Please be advised that if your lounge access is provided by your airline or another provider, you will need to contact them directly for reassurance.

    Heathrow's official Meet & Assist service is available to book for Terminal 2 and Terminal  5. Opening hours are 05:00-22:30

    We have temporarily suspended our Porter service due to a decrease and are also not taking any new bookings at this time. 

    Unfortunately, due to a decrease in passenger demand, Fast Track security is now closed, and are not taking any new bookings. Passengers with existing bookings that will be affected the closure have been proactively contacted and offered a full refund.

    Please be advised that the above advice is only applicable for our Fast Track security as sold by Heathrow. If your fast track security access is provided by your airline, you will need to contact them directly for reassurance. 

    We understand that you may have to change your travel plans, including Heathrow services you had previously booked. We would like to reassure you that amendments to your booking can be made up to 24 hours prior to your original booking time. Please contact customer services on 0344 335 1000 and we’ll be happy to discuss making changes to your booking.

    Please remember that you must contact your airline directly to discuss changes to your flight.

    We can only help you with the service you have booked as outlined in the title of this FAQ section.