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  • Coronavirus update

    Coronavirus update

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

    Latest news

    Face coverings – All passengers aged 11 and older are required to wear face coverings at all time within our terminal buildings. Please scroll down to read our FAQs for further information

    Check-in times – There is no requirement to arrive at Heathrow early, please 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.

    Passenger locator Form - All arriving passengers are required to fill in a Passenger Locator Form before re-entering the UK within 48 hours of their arrival. You may be asked to present confirmation of this to a Border Force Officer. The form can only be filled in online, so please complete before boarding your flight home. https://www.gov.uk/provide-journey-contact-details-before-travel-uk

    Self-isolation - Air Corridors with certain countries mean you are no longer obliged to self-isolate when you arrive in the UK. To find out which countries are included check the Government website. Otherwise you will need to self-isolate for 14 days - to speed up the process you can pre-register your details with the Government.

    Pre-departure testing facilities - Heathrow, Swissport and Collinson have announced the launch of pre-departure testing facilities in Terminals 2 and 5. This will initially offer passengers travelling to Hong Kong the option to fulfil those countries’ pre-departure testing requirements at the airport before they fly. Find out more information about the tests, including how to book.

     

    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.

     

    Travel corridors

    Air Corridors with certain countries mean you are no longer obliged to self-isolate when you arrive in the UK. To find out which countries are included check the Government website. Otherwise you will  need to self-isolate for 14 days - to speed up the process you can pre-register your details with the Government.

     

    Many passengers are taking flights that connect through Heathrow to their onward destination. We would like to reassure you that you are still welcome to transit through Heathrow; but will need to bear a few things in mind when preparing for your flight.

    If your departing flight is on the same calendar date as your arriving flight and you have been issued a boarding pass for your onward flight, you will be free to transit/connect through Heathrow without having to clear Immigration.

    If you have an overnight connection, or if you have not been issued a boarding pass for your onward flight, you will be asked to clear Immigration at Heathrow. This means you will need to ensure that you have the right passport or visa to enter the United Kingdom. Once you have cleared Immigration, you will then be able to go check-in for your next flight if necessary, and then pass through Security to board your flight once it is open.

    If you have booked your connecting flights on one through ticket, please speak to your airline/s to confirm if any luggage checked in at your original departure point will be automatically connected to your onward flight Heathrow. If you have booked your flights on separate tickets, it is very likely that you will have to pass through Immigration, collect any checked luggage yourself, and then check it in again. You can confirm this by speaking with your airline/s. If you need to collect your luggage you will need to ensure that you have the correct passport or visa for entry into the United Kingdom.

    Please bear in mind that there is currently a mandatory 14-day self-isolation period in place, unless you are travelling from one the exempt countries and have not been to stopped in a country that’s not on the travel corridor list in the previous 14 days

    https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors

    These measures will still apply to passengers who must clear immigration to make a connection as outlined above, however, passengers will be able to leave their self-isolation address early to return directly to Heathrow to take their connecting flight. You can use this link to submit your personal details before arriving in the UK, otherwise you will be asked to do this when you land.

    Pre-departure testing

    During this initial phase only passengers travelling to Hong Kong are able to book a test at these facilities.

    The testing now being offered by Collinson and Swissport at Heathrow is a rapid, LAMP type, test that returns a result in approximately 60 minutes. This type of test fulfills the pre-departure testing requirements for passengers who are travelling to Hong Kong.

    Passengers travelling to Hong Kong only, can pre-book a test. Tests must be pre-booked online via www.collinsongroup.com before travelling to the airport.

    The test costs £80 and results are returned in approximately 60 minutes. 

    If you return a negative test result, within 72 hours of travel, under current restrictions (20 October 2020) you will still be required to self-isolate in Hong Kong upon arrival. We advise all passengers to continue to check the Foreign Commonwealth Office (FCO) website for up to date information on entry and self-isolation requirements for different countries.

    Passengers travelling to Hong Kong are required to display proof of a negative result from a test completed within 72 hours of their departure. If you have already taken an eligible test, within this 72 hour timeframe before departure, and returned a negative result there is no requirement for you to book one of these tests.

    There are a number of different Covid-19 tests available that use different techniques to determine if someone has the virus, and return results in different timeframes. For passengers, it is important that you continue to check the Foreign Commonwealth Office (FCO) website for information on what types of tests are required and in what timeframe before travel.

    Both LAMP and PCR are genetic tests used to detect the RNA of the virus. LAMP tests are performed all at one temperature, compared to PCR which are performed a multiple temperatures, reducing the turnaround time but considered to also reduce the sensitivity.

    Safety measures at Heathrow

    The safety of our 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 

    From May to September 2020 we also trialled body temperature screening using thermal cameras in Terminal 2 departures and arrivals; and Terminal 5 departures. You can read more on these trials in the "COVID-19 trials” section of this page.

    We have a testing facility in Terminal 2 that is ready to be used once given Government approval, and have hosted three rapid point of care COVID testing trials, findings from which have been shared with Government as they consider how testing could provide a safe alternative to blanket quarantine in certain circumstances.

    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.

    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, wearing a face covering, 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, wearing a face covering, 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.

    From May to September 2020 we trialled body temperature screening using thermal cameras in Terminal 2 and 5 departures and Terminal 2 arrivals. We gained many useful insights into the operational use of this technology and have shared the trial results with the Government to inform future decisions.

    We are now focused on investigating COVID-19 testing solutions, following a successful colleague trial in August, in order to further re-open air travel safely.
    Please scroll down to the “COVID-19 trials” section of this page to read our comprehensive FAQs.

    Temperature screening equipment trial

    We’ve launched a temperature screening trial as part of our push for a common international standard at airports.

    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, and in all areas that our colleagues work.

    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 our passengers and colleagues including:

    ·        The provision of hundreds of sanitiser dispenser locations across the airport

    ·        An increase to our already thorough cleaning procedures

    ·        Requirement for all colleagues and passengers to wear face coverings, with those passengers who do not have their own being provided one free of charge

    ·        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.

    Further to this, we have trialed new measures to improve protection for passengers and colleagues; you can read more on this here, or by scrolling down to the “Covd-19 trials” section of this page.

    Our colleagues across the airport are doing an amazing job during what is an incredibly challenging time. We keep them informed on the measures above, which are reviewed daily.

    Heathrow has enhanced its already thorough cleaning processes in response to the issue including more frequent cleaning services scheduled and the provision of hundreds of sanitiser dispenser locations across the airport.  We also have UV cleaning robots which use UV rays to quickly and efficiently kill viruses and bacteria at night; UV handrail technology is being fitted to escalators to ensure continuous disinfection of the moving handrails; and self-cleaning anti-viral wraps are being fitted to security trays, lift buttons, trolley and door handles, aiming to provide long-lasting protection from COVID-19. 

    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 hundreds of 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. 

    The welfare of our passengers and colleagues is our top priority. While our Heathrow colleagues are working hard to get you home as quickly and safely as possible, we need your help. We ask that all passengers follow government advice and ensure they practice good hygiene and keep a safe distance from others at the airport. To help, we’ve put markers on floors, implemented hundreds of signs with reminder messages, introduced a requirement for all colleagues and passengers to wear face coverings within terminal buildings, and installed hundreds of hand sanitiser dispensers.

    We currently require all passengers aged 11 and older to wear a face covering at all times inside our terminal buildings. Passengers are welcome to bring their own, or we will be happy to offer one per passenger on departure or arrival; please read the FAQ below.

    Please remember that if you have any concerns or queries at all about wearing a face covering whilst at Heathrow, our colleagues are on hand to answer your questions and reassure you. We would also like to reassure you that the type of coverings we are offering are readily available and are not taking away from those required by the NHS or other key workers.

    All passengers should remember that good personal hygiene practices are also seen as an 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. 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.

    Following on from the Government's updated guidance for dealing with COVID-19, we now require all passengers aged 11 and older to wear face coverings whilst within the terminal buildings at Heathrow. These will be offered free of charge to all passengers prior to check-in (departing passengers) and before Immigration (arriving passengers).

    You are welcome to wear your own face covering if you wish, and please be reassured that our colleagues are on hand to resolve any queries or concerns that passengers may have around wearing a face covering whilst travelling. The type of coverings we are offering are readily available and are not taking away from those required by the NHS or other key workers.

    ....reasons, or if I rely on lip reading?

    We understand that in exceptional circumstances, some passengers may not be able to wear face coverings. The government has issued the following guidance on who this may apply to here. 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 and they will be happy to assist you.

     Additionally, you may wish to speak to our colleagues at the Assistance desk before Security about wearing a sunflower lanyard; more information is available here.

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

    COVID-19 trials

    From May to September 2020, Heathrow conducted a temperature screening trial using thermal cameras in response to COVID-19. The trial was conducted in Terminal 2 and 5 departures and Terminal 2 arrivals.

    The purpose of the trial was to gain insight into temperature screening technology, including its use in an operational environment and to inform the UK government on the use of this technology as part of a wider package of health measures.

    The trial was part of an ongoing package of health and safety measures Heathrow is implementing to ensure the safety of our passengers and colleagues. These measures include the introduction of face covering and PPE, deep cleansing of terminals, the use of hand sanitisers, Perspex screens and social distancing. For more information on our safety measures, visit: https://www.heathrow.com/at-the-airport/fly-safe/safety-measures

    The aim of the trial was to gain insights into the technology and its use in an operational setting and to inform the UK government, in order for them to assess the use of technology as part of a suite of health measures to combat Covid-19. 

    The trial started on 21 May 2020 and concluded on 25 September 2020.  We are now assessing the results, alongside the Government and our airline partners, to consider potential next steps.

    No personally identifiable information was captured by the thermal imaging systems at any time. Aggregated temperature readings are recorded.  We will also log the following information:  gender, age groups (child, teenager, adult, elderly), if the passenger was moving at pace or not, if the passenger was wearing a face mask or headwear as well as well as other generic information which may cause a person to have an elevated temperature such as ‘passenger was carrying a cup of tea’ but this will not be linked to identifying passengers or colleagues.

    We will also be able to see how many people travelled through the system on any given day and an overview of body temperatures; but this will not link back to any individuals. Collection of this information was essential for understanding the technologies capabilities.

    The trial results have now been shared with Government and airline partners who are assessing the future of temperature screening. To reiterate, none of the results or the information shared can be used to personally identify passengers or colleagues. 

    Elevated temperature can be an indicator of illness but it important to clarify the equipment did not provide any diagnoses during the trial period; this can only be done by a medical professional.

    Heathrow continually works to ensure the safety of its passengers and colleagues. The trials’ purpose was to help inform future Government strategy on the potential use of temperature checks as part of a wider package of health measures to combat COVID-19. The results have now been shared with Government who are discussing the future of this technology and it’s use in an operational setting. 

    Arriving passengers

    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/

    We are not yet providing COVID-19 testing on arrival into Heathrow. We do have a dedicated testing facility ready to start trials at Terminal 2, however we require Government support in order for passengers who test negatively to be released from quarantine early.

    Heathrow and our partners Collinson and Swissport are committed to working with Government to find the optimum testing proposition that balances public health and economic recovery.

    The proposed pilot is set to focus on a two-test model, with the first test taken at the testing facility on arrival and a second confirmatory test to follow a few days after the first. With Government approval, travellers who test negative to both tests would then be released early from quarantine.

    More information on the facility is available here.

    The UK Government has announced a taskforce to look at how best to open up global travel, including through the use of testing.  However, there is no policy currently in place for testing to be used to reduce quarantine times when travelling. This is something that Heathrow has been calling for, alongside the wider international industry, and we believe will help the economic recovery from this pandemic.

    The UK Government has announced that from 10 July 2020, unless you have visited or stopped in any other country or territory in the previous 14 days, passengers arriving from the following countries and territories will not be required to self-isolate on arrival into England:

    https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors

    All passengers, except those on a small list of exemptions, will still be required to provide contact information on arrival in the UK.

    The exempted countries and territories will be kept under constant review, so that if the health risks increase self-isolation measures can be re-introduced to help stop the spread of the disease into England.

    If you are due to transit/connect through Heathrow, please ensure you have scrolled down to fully read the FAQ titled “Can I still transit/connect through Heathrow?”, which contains important information on how the 14-day isolation period affects connecting passengers.

    Passenger information

    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.

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

    The welfare of our passengers and colleagues is our top priority. While our Heathrow colleagues are working hard to get you home as quickly and safely as possible, we need your help. We ask that all passengers follow government advice and ensure they practice good hygiene and keep a safe distance from others at the airport. To help, we’ve put markers on floors, implemented hundreds of signs with reminder messages, introduced a requirement for all colleagues and passengers to wear face coverings within terminal buildings, and installed hundreds of hand sanitiser dispensers.

    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 also remember that we require all passengers to wear a face covering at all times whilst within our terminal buildings. If you don’t have your own, we will be happy to provide you with one on departure (at check-in) or on arrival (at immigration).

    Please note that the FCDO 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-adviceIf 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

    Travel information

    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 FCDO 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.

    The US Government has announced restrictions for some passengers travelling to the US from the UK, and it is important that you discuss this with your airline and your travel insurance provider before travelling to Heathrow to ensure that you are fully prepared for your flight. The FCDO have also released the following guidance for British nationals wishing to travel to the US. 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.

    Alongside speaking to your airline, please note that the FCDO 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.

    Terminal and services information

    Heathrow is taking all necessary steps to ensure the airport remains open at this time, to help cater for essential repatriation and cargo flights, which are also carrying essential medical equipment and supplies for frontline teams across the UK battling against this pandemic. These steps include the consolidation of our operation; with the temporary closure of Terminal 3 and 4, all airlines have been relocated into Terminal 2 and 5 alongside the airlines that already operate there. Rail operations to T4 stations have been temporarily suspended. – you can read more of this within “At Heathrow” at the top of this FAQ section.

    For all passengers, 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.

    ...at Heathrow?

    From 1st July, our retail outlets will reopen, please check out the below for the most up to date openings:

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

    Our restaurants and coffee shops have started to reopen, offering a sit down and takeaway service:

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

    We are pleased to announce that Travelex has reopened a store in Terminal 2 and 5.

    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: https://www.travelex.co.uk/

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

    The Aspire Lounge in Terminal 5 is currently the only lounge open and we are working with all the independent lounge providers to open up more.  

    If you already have a booking for a lounge that is currently closed, we would have already contacted you 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 also not taking any new bookings during this time., We have reached out to those passengers affected, 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.

    We have unfortunately taken the difficult decision to temporarily suspend our Porters service due to a decrease in passenger demand, and we are also not taking any new bookings at this time. We have reached out to those passengers affected and offering full refunds. If you would like to speak to us to discuss this further, you can contact us by telephone on 0344 335 1000, or by emailing passengersupport@heathrow.com

    Unfortunately, due to a decrease in passenger demand, Fast Track security is now closed, and we are currently unable to take any new bookings. Any passengers with existing future bookings that will be affected by this closure have been proactively contacted by us and offered full refund.

    To discuss the above, you are more than welcome to contact us directly by telephone on 0344 335 1000, or by emailing us at passengersupport@heathrow.com

    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

    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. 

    Managing an existing Parking, Meet and Assist, Porters or Lounges booking

    Many airlines have taken the decision to cancel flights, 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 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.

    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, please be aware you may be subject to overstay charges. Please contact Heathrow customer services on 0344 335 1000 if you have concerns about your return date, or have any further questions or concerns regarding overstays.

    Due to the decrease in passenger demand, we are now operating a reduced car parking service. If any passengers existing bookings have been affected by the changes, we have been reaching out to provide advice and alternatives. For more information on current car parking availability, please visit; https://www.heathrow.com/transport-and-directions/heathrow-parking

    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. 

    Heathrow operations

    Passenger operations in Terminals 3 and 4 have temporarily come to an end, with all airlines that are still operating being temporarily relocated into Terminals 2 and 5 alongside the airlines that already operate there. Rail operations to Terminal 4 stations have been temporarily suspended but stations for Terminals 2 and 5 will remain open.

    It is very important that those passengers who are using Heathrow for essential travel in this time keep in touch with their airline to double check which terminal their flight departs from before travelling to the airport: https://www.heathrow.com/airline-contact-info. Taking both of the above actions will ensure that you are best prepared for your journey through Heathrow.

    The significant reduction we are seeing in passenger traffic will ensure that passengers can keep a safe distance from others, even as the operation is consolidated. Consolidating our operations will also help us to protect long-term jobs at the airport by reducing our cost base.

    Transport and parking

    We understand that many people are still dependant on public transport as they make their way to and from Heathrow for work or essential journeys. The frequency and times of these services that you use to get to and from Heathrow may vary from what you are used to seeing as a result of this 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 also help you plan your journey in advance. https://www.heathrow.com/transport-and-directions

    Please note that because Terminal 4 passenger operations are currently suspended due to the temporary airline relocations into Terminals 2 and 5, rail operations to Terminal 4 stations have also been temporarily suspended. Passenger operations from Terminal 3 have also temporarily come to an end, however, the Terminals 2 and 3 stations remain open as passengers and colleagues are still using these stations to travel to Terminal 2. If you have any concerns about which terminal your flight departs from, please visit www.heathrow.com/whichterminal before travelling to Heathrow.

    As passenger operations in Terminal 4 have currently been suspended as airlines temporarily relocate into Terminals 2 and 5, rail operations to T4 railways stations have been temporarily suspended. Passenger operations from Terminal 3 have also temporarily come to an end, however, the Terminals 2 and 3 stations remain unaffected as passengers and colleagues are still using these stations to travel to Terminal 2.

    If you would like to speak to our travel partners directly for reassurance, we have put together this guide for you. Our Transport and Directions page can also help you plan your journey in advance: https://www.heathrow.com/transport-and-directions. If you have any concerns about which terminal your flight departs from, please visit www.heathrow.com/whichterminal before travelling to Heathrow. 

    Heathrow colleagues and community

    ... 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 October 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.

    Alongside the work Heathrow has been doing to support its people, partners, and the wider industry, we have also been actively working to support our local communities; through donations to our local NHS teams, donations to local food banks, and making online educational resources available to schools and parents.

    You can read more about the work we’ve been doing in the following news article: https://www.heathrow.com/latest-news/heathrow-supports-nhs-during-covid19