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  • At Heathrow, our number one priority is always your safety and wellbeing; our passengers and colleagues.

     

    Please be reassured that our colleagues and partners are working around the clock responding to the fast-moving impacts of Coronavirus, whether that be helping our passengers get to where they need to be as safely as possible; or helping to rearrange their travel plans.

    Should you have any questions about your upcoming travel, unfortunately must cancel your trip, or are no longer able to travel, we are on hand to give you all the advice and support you need.

    We continue to work closely with government experts, health professionals and airlines to safely handle flights, many of which are helping with the repatriation of British citizens and cargo operations carrying vital supplies for frontline teams battling against this pandemic. This is a fast-moving situation and we continue to follow the advice of the UK Government on measures and restrictions required.

    We want to thank our colleagues for their support and being there every day to keep our passengers safe and continuing their journeys.

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

     

    Latest news
    • An open letter to our passengers and colleagues: An update and a thank you during these critical times from our Chief Commercial Officer, Ross Baker – click here.
    • Heathrow against COVID-19: Find out about how Heathrow is using its cargo operation to help in the fight against the coronavirus – click here.
    • Shops and Restaurants: In line with Governmment advice, our restaurants are closed and the following will offer a takeway service. The following restaurants and shops are open at Heathrow:
      • Terminal 2: Leon, Yo! Sushi, Boots and WHSmith
      • Terminal 3: Yo! Sushi, Nero, Boots and WHSmith
      • Terminal 4: Boots and WHSmih
      • Terminal 5: Crown Rivers, Boots and WHSmith

     

     

     

    At Heathrow

    We have been receiving some queries from passengers asking if Heathrow is still open, and we would like to reassure you that all of our terminals are currently open and operating.

    Over the coming days, many airlines are rescheduling, consolidating and cancelling flights, however, so we do recommend that you contact your airline directly for reassurance on which terminal your flight leaves from before travelling to Heathrow. https://www.heathrow.com/airline-contact-info

    We understand that passengers at Heathrow are concerned about the measures we are putting in place to protect the public and our colleagues, and we would like to reassure you that we are working closely with Public Health England (PHE) and following government advice in order to implement these measures.

    The measures PHE have put in place at airports across the UK to respond to Coronavirus include enhanced monitoring procedures for flights, the presence of doctors and additional colleagues, and the provision of information leaflets.

    Our terminal colleagues are also doing their best to support passengers and provide the space and facilities for social distancing during this difficult time. We have implemented signage across all terminals to remind passengers of the government’s recommendation to distance themselves at least 2 metres from others, and to wash their hands. Whilst this signage is already in place across every terminal today, we are looking at ramping this up even further over the next few days, in order to make the government’s advice even more explicit and easily understandable for every passenger. Our colleagues are also helping to manage queues across our terminals and provide more space where possible.

    Heathrow has worked with Public Health England to help facilitate all of these measures while also implementing enhanced cleaning processes and procedures to keep our passengers and colleagues safe. We ask all passengers to continue to follow government advice as best they can while we work to get you home as quickly and as safely as possible.

    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. These are exceptional times, however, and we must ask that you respect the new government guidance on social distancing, and only drop/collect people who live in the same household as you.

    Further to this, we would also ask at this time that you only enter the terminal if absolutely necessary, and not just to say goodbye to or greet a traveller. Reasons that you may still need to come into the terminal for are, for example, if you are taking a flight yourself, or 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 for everybody and sincerely appreciate your help in adhering to government advice and making the airport as safe as possible.

    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. These are exceptional times, however, and we must ask that you respect the new government guidance on social distancing, and only drop off/collect people who live in the same household as you. 

    Further to this, we would also ask at this time that you only enter the terminal if absolutely necessary, and not just to say goodbye to or greet a traveller. Reasons that you may still need to come into the terminal for are, for example, if you are taking a flight yourself, or 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 for everybody and sincerely appreciate your help in adhering to government advice and making the airport as safe as possible.

    You may be used to seeing temperature checks at airports around the world, as some of our partner airports operate checks year-round regardless of outbreaks of illnesses. It may be the case that you have just landed at Heathrow from an airport that checked your temperature before you boarded your plane.

    There are currently no temperature checks at Heathrow for arriving flights, so you should not expect to see them when you land. This is not a measure that Heathrow decided itself; we would like to reassure you that Heathrow is following the guidance and advice of Public Health England (PHE) on which measures are required to contain and respond to Coronavirus effectively.

    However, Governments in some other countries are now asking that arriving passengers must have had temperatures checked in order to be permitted entry. As this is the request of some Governments, we are working with relevant partners to ensure these actions can be performed where it is deemed necessary.

    According to PHE’s medical, clinically informed, and evidence driven approach to identify those at risk, temperature checks are not a required or effective way of keeping the public safe. The most efficient and proven measures to combat the spread of this virus is for people to regularly wash their hands thoroughly and apply the Government’s social distancing rules.

    Protecting passengers and colleagues is our number one priority at Heathrow, regardless of the coronavirus outbreak, and we would like to reassure you that this priority is considered at every point of your journey across the airport. 

    Heathrow continues to follow the medical, clinically driven, advice from Public Health England (PHE) on what measures are required and effective to deal with the Coronavirus issue. A number of measures have been put in place at airports across the UK including the following at Heathrow:

    • Enhanced monitoring of flights from affected locations and early liaison with flight crews
    • A dedicated PHE team of doctors and colleagues at Heathrow
    • A public information campaign including signage across all areas of our terminals

     

    Heathrow Airport has also put in place a number of measures to help support Public Health England including:

    • The provision of over 450 hand sanitiser dispenser locations across the airport
    • An increase to our, already thorough, cleaning procedures
    • The creation of a dedicated, isolated, terminal pier area to be used by PHE medical professionals while liaising with suspected cases
    • Our Airport Fire Service have been provided with additional Personal Protection Equipment and training in case they are required to act as first responders to suspected cases.

    Heathrow has enhanced its already thorough cleaning processes in response to the issue including more frequent cleaning services scheduled and the provision of over 450 hand sanitiser dispenser locations across the airport. 

    It is important to us that you have direct access to sanitising facilities across the airport at every point of your journey. Our toilets and washroom facilities remain open and stocked with hand soap for you to use, and further to that, Heathrow has installed over 450 hand sanitiser dispenser locations across the airport in response to the Coronavirus issue. These facilities can be found in all areas of the terminal including in the security entrance areas, toilets, and main concourses.

    The hand sanitiser dispensers across the airport are checked regularly throughout the day, however, these are in very high demand right now meaning that there are times when the units do become empty. If you spot one of these, we would be very grateful if you could notify the nearest Heathrow colleague.

    Moving forward, we are looking at concentrating these units around busier areas to make it easier for us to ensure they are always available and refilled more regularly.

     

    ...Heathrow?

    All of our terminals are open and operational, however, following the new government guidance not all retail, restaurant and café partners are open.

    Please see below our partners that are open in each terminal:

    • Terminal 2: Leon, Yo! Sushi, Boots and WHSmith
    • Terminal 3: Yo! Sushi, Nero, Boots and WHSmith
    • Terminal 4: Boots and WHSmih
    • Terminal 5: Crown Rivers, Boots and WHSmith

    We understand that you may wish to speak to these retailers directly before you travel to Heathrow in order to check stock or menu availabilty, so please feel free to visit the following links to find retailers' direct contect details.

    Shops: www.heathrow.com/at-the-airport/shops-a-z 

    Restaurants: www.heathrow.com/at-the-airport/restaurants-a-z

    Please also note that Travelex, who offer VAT refunds and currency exchange at Heathrow, are also currently closed, so please kindly ensure that you have made alternative arrangements before you travel to Heathrow if you normally depend on these services. You can find Travelex's contact details on their website: www.travelex.co.uk.

    We have been receiving some queries from passengers asking if our terminals are still open, and we would like to reassure you that all four of our terminals are currently open and operating. British Airways have temporarily moved all of their flights from Terminal 3 to Terminal 5. Their contact details can be found here: https://www.britishairways.com/en-gb/information/help-and-contacts/contact-us

    If you are in any doubt about which terminal your flight departs from, we do recommend that you contact your airline directly for reassurance before travelling to Heathrow. https://www.heathrow.com/airline-contact-info

    We would like to reassure you that we are currently asking all passengers to stick to the normal guidelines for when to turn up at the airport, which is 2 hours for European flights and 3 hours for long haul flights. These guidelines can be found at https://www.heathrow.com/departures/checking-in.

    If you are still in any doubt, your airline can also reassure you, and you can find their contact details here: https://www.heathrow.com/airline-contact-info.

    The majority of countries worldwide now have confirmed cases of the coronavirus, so we understand that our passengers may be nervous when travelling. Any passenger arriving from an affected country should follow the advice of the UK Government which is available on their website: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public.

    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 by visiting https://111.nhs.uk/service/COVID-19/

    .... appearing to go through physical checks and/or being told to self-isolate?

    The majority of countries worldwide now have confirmed cases of coronavirus, which we appreciate is causing some anxiety for our passengers. The UK Government’s advice on what you need to do as a passenger arriving from an affected country varies depending on the specific country you have returned from. 

    For some countries you will be asked to self-isolate only if you have symptoms while for others you may have self-isolate regardless of whether or not you are displaying symptoms.

    For the latest information on what to do when returning from an affected country please visit the Government’s guidance webpage at: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

     

    General

    The UK Government has provided medical, clinically driven, advice to airports across the UK on what measures are required to help reduce the spread of Coronavirus – all of which have been implemented at Heathrow.

    These measures include Public Health England implementing early warning of illnesses on flights via flight crews, a UK wide public information campaign, and teams of colleagues at the airport.

    For passengers and colleagues, the best method of prevention is still to practice good hygiene including washing your hands regularly and for at least 20 seconds with soap, and warm water if available.

    The majority of countries worldwide now have confirmed cases of coronavirus, which we appreciate is causing some anxiety for our passengers. Many countries and territories have introduced screening measures and entry restrictions at border crossings and transport hubs. Depending on the restrictions in place, if you have recently been in China or other affected countries, you may not be allowed to enter or transit a third country. Alternatively, you may be required to enter a period of quarantine after entry.

    Screening measures on arrival may include temperature checks, and you could be asked about your general health or recent travel history. Where these checks identify a concern, further medical checks may be required.

    The Foreign and Commonwealth Office (FCO) has also advised against all but essential travel from the UK, which may impact your decision to take your flight. You should discuss this with your airline and your travel insurance provider before travelling to the airport.

    For up to date information, please visit the FCO’s website: https://www.gov.uk/guidance/travel-advice-novel-coronavirus.

    We understand that passenger may be nervous when travelling, however the UK Government, via Public Health England (PHE), has advised that the wearing of face masks is not required at this time and is unlikely to be an effective prevention measure in many circumstances.

    Good hand and personal hygiene practices are seen as the most effective response to the virus with the Government advising that people should wash their hands often and for at least 20 seconds with soap, using warm water if available.

    ... and the wider industry? 

    The impact of Coronavirus is a significant challenge for the global aviation industry including Heathrow and our colleagues, airlines, suppliers and fellow airports.

    Heathrow is working day and night to ensure Britain’s front door is open and safe for our people and passengers, whilst limiting the impacts this will have on UK plc.

    We are taking immediate steps to safeguard the financial resilience of our business including the protection of jobs, whilst providing relief to our airline partners and wider industry colleagues. These include:

    • Pushing for the slot coordinator to suspend the 80:20 slot rules up until May to enable airlines to ground aircraft without being penalised
    • Waiving aircraft parking fees which will allow airlines to hold grounded aircraft at Heathrow free of charge
    • Cancelling executive pay and freezing recruitment over the coming months
    • Maintaining a commitment to the 30 day prompt payment code with Heathrow's direct supply chain
    • Pressuring the airport’s direct supply chain to also maintain their payment terms – an important measure to protect small businesses

    This is a quickly evolving situation and we stand ready to take any further and necessary measures to support our colleagues and industry partners as this situation develops. 

     

    Whilst all of our partners continue to operate services to and from Heathrow, the frequency and times of these may vary from what you are used to seeing as a response to the rapidly changing situation.

    If you are anxious or confused about your journey to or from Heathrow, we want to reassure you that speaking to the travel provider directly is your best course of action, and we would recommend doing this the day before you travel, to ensure that you are as prepared as possible for your journey. We have put together this guide which shows all of our travel providers, and where possible, their journey planners, timetables and contact details.

    Our Transport and Directions page will help you plan your journey in advance. https://www.heathrow.com/transport-and-directions

    ...amd land at Heathrow?

    We understand your concern at this time, and we continue to work closely with government experts, health professionals, and airlines to safely handle flights, many of which are helping with the repatriation of British citizens and cargo  operations carrying vital supplies for frontline teams battling against this pandemic.

    Further information on the crucial work we are doing as the UK's biggest port can be read here:

    https://www.heathrow.com/latest-news/heathrow-calls-on-industry-to-use-available-capacity-in-fight-against-covid19

     

    Your trip

    We understand that this may be a stressful time. If you are travelling soon and worried about how coronavirus might affect your plans, please check ABTA’s latest advice here: http://abta.com/Coronavirus  

    If your concerned about traveling due to a pre-existing condition, please contact your airline who will go through your options with you or if your doctor has recommended you not to travel please contact your travel insurance company.

    Good hand and personal hygiene practices are seen as the most effective response to the virus with the Government advising that people should wash their hands often and for at least 20 seconds with soap, using warm water if available.

    Please note that the FCO have also announced that they advise against all but essential travel for all British nationals. More information can be found at https://www.gov.uk/foreign-travel-advice. If you are in any doubt about whether or not to take your flight, we suggest that you speak to your travel insurance provider and also speak to your airline directly: https://www.heathrow.com/airline-contact-info.

    We understand that you might have concerns about travelling and might want to change your travel plans, so we suggest that you speak to your airline directly, who are best placed to help you. https://www.heathrow.com/airline-contact-info.

    The majority of countries worldwide now have confirmed cases of coronavirus, which we appreciate is causing some anxiety for our passengers. If you’re travelling to a destination with a reported case of coronavirus, your plans may be affected in different ways. Check ABTA’s Q&A which answers some common concerns travellers may have:http://abta.com/coronavirus

    We understand that following news stories of airlines cancelling flights to and from countries or regions affected by coronavirus, you might be concerned that your travel plans will be affected. It is important that you contact your airline directly for the most up to date information on your flight. https://www.heathrow.com/airline-contact-info

    Most countries across the world have now been affected by the coronavirus, and different governments are taking different actions based on a situation that is constantly changing. The FCO have also announced that they advise against all but essential travel for all British nationals.

    More information can be found at https://www.gov.uk/foreign-travel-advice, where you can find guides based on where you wish to travel. If you are in any doubt about whether or not to take your flight, we suggest that you speak to your travel insurance provider and also speak to your airline directly: https://www.heathrow.com/airline-contact-info. You should also contact your airline or travel insurance provider for further advice.

    Most countries across the world have now been affected by the coronavirus, and different governments are taking different actions based on a situation that is constantly changing.

    We understand that you would like reassurance as to whether or not you are still allowed to travel to the country you wish to visit. The best action to take is to visit the Foreign & Commonwealth Office website at https://www.gov.uk/government/organisations/foreign-commonwealth-office and type the country in question into the search bar at the top to find its travel advice page. You should also contact your airline or travel insurance provider for further advice.

    The US Government has announced restrictions for passengers travelling to the US who have visited the UK, Ireland and the Schengen Zone. This means that flights departing from Heathrow to the US are directly affected. These travel restrictions are already in place and apply to every passenger except US citizens.

    We appreciate that this announcement might make you feel anxious or confused about whether you will be able to fly to the US from Heathrow, so if you are in any doubt at all, please contact your airline directly who will be able to provide further assistance.

    We can confirm that airlines are conducting document and travel history checks for passengers boarding flights at Heathrow to ensure that travellers can make a safe onwards journey, therefore, if you are not a US citizen, please contact your airline before travelling to the airport.  https://www.heathrow.com/airline-contact-info

    Alongside speaking to your airline, please note that the FCO have also announced that they advise against all but essential travel for all British nationals. More information can be found at https://www.gov.uk/foreign-travel-advice. You may also wish to contact your travel insurance provider.

    You may have seen in the news recently that a proposal has been made to ban all but essential travel to those wishing to enter the EU from outside of the EU. Whilst this measure is only a proposal at this time, we would like to reassure you that the ban would not apply to UK citizens, despite the UK leaving the EU earlier this year.

    However, it is very important to remember that many countries within the EU still have their own separate arrangements in place regarding regional or national lockdowns that may affect your travel plans outside of the above proposal. The UK government has also advised against all but essential travel to any destination in the world.

    If you would like more advice on travelling to the EU whilst these restrictions are in place, the best action to take is to visit the Foreign & Commonwealth Office website at https://www.gov.uk/foreign-travel-advice, contact your airline, and contact your travel insurance provider.

     

    We understand that you may have some concerns about whether or not to travel abroad if you have upcoming plans, and we want to help you be best placed to make that decision. All passengers should consider at least the following four points when thinking about their travel plans;

    Please let us know if there is anything else we can help you with before you travel by visiting https://www.heathrow.com/contact-us, or by reading the rest of the FAQs on this page.

     

    Parking, Fast Track Security, Meet and Assist, Porters and Lounges booking queries

    ...the service I’ve booked?

    We understand that many passengers are thinking of changing their travel plans over the coming weeks. We'd like to reassure you that cancellations to your Heathrow services booking can be made free of charge up to 24 hours prior to your original booking time. Please contact customer services on 0344 335 1000 who will be happy to cancel your booking and arrange a refund for you.

    Please remember that you must speak to your airline directly to discuss changes to your flight; https://www.heathrow.com/airline-contact-info. We can only help you with the service you have booked as outlined in the title of this FAQ section.

    ...the service I’ve booked?

    Many airlines have taken the decision to cancel flights in the coming weeks, and we would like to reassure you that if you have been affected, cancellation of your Heathrow services booking can be made free of charge up to 24 hours prior to your original booking time. Please contact customer services on 0344 335 1000 who will be happy to cancel your booking and arrange a refund for you.

    Please remember that you must speak to your airline directly to discuss changes to your flight; https://www.heathrow.com/airline-contact-info. We can only help you with the service you have booked as outlined in the title of this FAQ section.

    We understand that you may have to change your travel plans in the coming weeks but 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.

    Please remember that you must speak to your airline directly to discuss changes to your flight; https://www.heathrow.com/airline-contact-info. We can only help you with the service you have booked as outlined in the title of this FAQ section.

    ...will I be charged for my overstay?

    We understand that many passengers will be delayed arriving back at Heathrow due to travel disruption and restrictions. Passengers with an existing car parking booking that are delayed beyond control for these reasons are welcome to leave their car in our care for free. Please contact Heathrow customer services on 0344 335 1000 if you have any further questions or concerns regarding overstays.

    As our airline partners reschedule, consolidate and cancel flights, we have taken the difficult decision to change the lounge facilities available to passengers across terminals based on demand. Unfortunately, this has led to the temporary closure of all of Heathrow’s independent Arrivals and Departures lounges, however, some alliance and airline lounges that are not booked directly through Heathrow are still operating.

    We are reaching out to those passengers affected in the next few days, however 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.

    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: https://www.heathrow.com/airline-contact-info

    Due to a decrease in passenger demand, and in order to adhere to strict government advice on social distancing wherever possible, we have taken the difficult decision to temporarily suspend all Meet and Assist bookings. We are reaching to all of those passengers affected by this in the next few days, however 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.

    Yes, and if you would like to book a porter for your journey, or find out more information, please kindly visit https://www.heathrow.com/at-the-airport/airport-services/porters.

    You can also contact us by telephone on 0344 335 1000, or by emailing passengersupport@heathrow.com.

     

    We are pleased to reassure you that Fast Track is open in every terminal, so your booking will still be valid at this time. If you are travelling from Terminal 5, please note that North Fast Track is currently closed, and we kindly ask all passengers to proceed to South Fast Track.

    Please be advised that the above advice is only applicable for our Fast Track security as sold by Heathrow at www.heathrow.com/at-the-airport/airport-services/fast-track. If your fast track security access is provided by your airline, you will need to contact them directly for reassurance: https://www.heathrow.com/airline-contact-info

    Most of our car parks are operating as you would expect to see them, however, due to a decrease in passenger demand, this unfortunately could change quite rapidly. If we know that any passengers with existing future bookings are going to be affected by any changes, we would like to reassure you that are reaching out to those people in the next few days.

    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.

    You may have noticed that some of our products are currently unavailable for booking over the next few weeks. Due to a decrease in passenger demand, we have unfortunately taken the difficult decision to remove some of our products from our booking platform and temporarily close them across terminals.

    We appreciate that this may be frustrating for some of our frequent flyers, and sincerely apologise for the disappointment this may cause, however, we fully anticipate that all of these products will return in time as the coronavirus pandemic improves globally and passenger demand returns to normality.

    If you would like to talk through exactly which products are available at the moment, please kindly ring us on 0344 335 1000, or email us at passengersupport@heathrow.com, and our team can hopefully arrange for you an alternative product to help you on your journey.