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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

    Temperature screening trials - Heathrow is now trialling temperature screening in Terminal 2 Arrivals and a small number of Terminal 5 departures. Please scroll down to the “Temperature screening trials” section for comprehensive FAQs

    Social distancing - Please do not come into the terminals at Heathrow unless you are travelling. It is important that those passengers who do come into the terminals for essential travel adhere to the UK Government's 2 metre social distancing guidelines.  

    Airline relocations – All flights now depart from Terminals 2 and 5. Click here for more information. Rail services are currently only running to Terminals 2 & 3 and Terminal 5 stations.

    Self-isolation - From 8th June, the UK Government has announced that all passengers arriving in the UK will be required to complete a mandatory 14-day period of self-isolation. Click here for further information

    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, 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.

     

    Temperature screening equipment trial

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

    Heathrow operations

    We have been receiving queries about why Heathrow remains open despite the worldwide coronavirus outbreak and would like to reassure you about our current operations. Terminals 2 and 5 remain open on a scaled down basis as we help with the repatriation of British citizens and the transport of vital air cargo. Vital medical equipment and supplies, including ventilators and medicines, as well as food are being flown via Heathrow, helping to combat the impacts of the global pandemic. We continue to work with government experts, health professionals and our airline partners to safely handle all flights.

    Heathrow has seen a 90% reduction in passenger numbers since start of the outbreak and we are no longer seeing high volumes of flights per hour as a result. We have, however, seen an over 1000% increase in cargo-only flights per week. You can read more about these cargo flights by clicking here

    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.

    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 are able to continue to adhere to the government’s social distancing guidance 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.

    Heathrow has now transitioned to single runway operations as a temporary measure to increase resilience and safety for colleagues, passengers and cargo. Under this new operation, we will alternate which runway we use on a weekly basis and publish a new alternation schedule that will continue to provide local communities with respite periods.

    Heathrow has two runways – the northern runway (27R, 09L) and the southern runway (27L, 09R). In normal circumstances, we operate departures on one runway and arrivals on the other. Under single runway operations aircraft will be both arriving and departing on the same runway. Single Runway Operations will simplify the operation of the airport, increasing resilience and safety for colleagues, passengers and cargo.

    We will alternate between the southern and northern runway each week to ensure local communities continue to get periods of respite, which we know are important to residents. Due to the significantly reduced number of flights in place it does mean that we can facilitate this while on easterlies for departures as well, something that we are normally unable to do due to airfield constraints.

    COVID-19 is an unpredictable epidemic that continues to have severe impacts on the global aviation industry. Whilst we are doing everything we can to support airlines, keep our community safe and keep Britain’s vital trading links open, we cannot predict when operations will completely return to normal. We will continue to review this situation and will look to revert to our usual operation when the number of daily aircraft movements significantly increases. We will update the community when this happens.

    We are working around the clock to navigate our way through this global crisis, working closely with local authorities and the wider community. Details and updates of the planned weekly alternation schedule will be available at heathrow.com/noise.

    Safety measures at Heathrow

    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. We are also trialling temperature checks in Terminal 2 Arrivals and for a small number of Terminal 5 departures – you can read more on these trials in the “Temperature check trials” section of this FAQ page.

    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 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.

    We urge all passengers to 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 choose to wear protective clothing, please be mindful that you may be asked to remove it when going through security so that we can safely and efficiently carry out security checks as required by the government for every passenger before their flight. There are hand sanitiser locations situated before and after security which we would encourage you to use during this time, and face coverings are also available free of charge to all arriving and departing passengers.

    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.

    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.

    Heathrow is now trialling temperature checks in Terminal 2 Arrivals for on a small number of Terminal 5 Departures. Please scroll down to the “Temperature check trials” section of this page to read our comprehensive FAQs.

    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 over 600 hand sanitiser dispenser locations across the airport
    • An increase to our already thorough cleaning procedures
    • Complimentary face coverings available to all departing and arriving passengers
    • 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 will be trialling new measures in the coming weeks to improve protection for passengers and colleagues; you can read more on this here or by scrolling down to the “Temperature check 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. Whilst not part of government advice for all the roles at Heathrow, we respect that some colleagues will regardless wish to wear protective gloves and masks whilst on shift and they are welcome to do so.

    Heathrow has enhanced its already thorough cleaning processes in response to the issue including more frequent cleaning services scheduled and the provision of over 600 hand sanitiser dispenser locations across the airport.  We will also be trialling new cleaning technology at Heathrow in the coming weeks, such as UV sanitisation to clean security trays. You can read more on these new cleaning measures here

    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 600 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 social distancing at the airport. To help, we’ve put markers on floors, implemented hundreds of signs with reminder messages, and installed over 600 hand sanitiser dispensers.

    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, you may not be allowed to enter or transit to 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 on all of the above, please visit the FCO’s website: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

    We understand that passenger may be nervous when travelling, therefore you are welcome to wear a face covering to the airport. If you do not have your own, we will be happy to offer you one on departure or arrival; please read the FAQ below.

    All passengers should remember that good 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. You are welcome to use our toilet and washroom facilities for this, or make use of the readily available hand sanitiser dispensers found in over 600 locations across the airport.

     

    Following on from the Government's updated guidance to transport operators for dealing with COVID-19, we are now offering face coverings to all passengers arriving or departing via Heathrow. These will be offered free of charge to all passengers prior to check-in (departing passengers) and before Immigration (arriving passengers). 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.

    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. Further to this, we have also started trialling temperature checks in Terminal 2 Arrivals and on a small number of Terminal 5 departures; and are looking into other measures such as new UV sanitation technology, and contactless security. You can read more on these trials here, or by scrolling down to the “Temperature screening trials” section of this FAQ page below.

    The measures you find in place today at Heathrow 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.

    Temperature screening trials

    Heathrow is conducting a series of trials on new technology and processes to be used for health screening in response to COVID-19. The first trial, which is now underway, will be assessing the suitability of thermal imaging cameras to screen for passengers with raised temperatures and will initially take place within Terminal 2’s immigration hall and on a small number of Terminal 5 departures.

    We want to understand how thermal imaging technology will work in a large scale, live operation to inform our thinking and understanding of the technology’s capabilities. The technology may then roll out to other areas of the airport to further test its performance. The results of the trial could help determine if thermal screening equipment could form part of the Common International Standard for aviation in a world with COVID-19. Please note that during the trial, no personally identifiable data of passengers or colleagues will be stored or collected.

    The trial is part of a 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.

    Heathrow is working with Government, the CAA, DfT and other bodies to help define a standard for future measures at UK airports in the wake of the COVID-19 pandemic. We also want to reduce the risk of COVID-19 transmission while travelling to help ensure the safety of all passengers and colleagues and provide reassurance that the airport is taking clear action.

    We are responding to passenger feedback and believe these initial measures will provide added passenger confidence and produce evidence of the technology’s performance to assist the Government in developing guidance for the future. 

    The thermal imaging cameras being trialled use infrared sensors to monitor passengers and identify individuals who may have higher temperatures. This technology allows for less person-to-person contact and faster testing of larger numbers of passengers but this initial trial is purely to see if the technology is suitable for an airport environment.

    While the trial is taking place we will not be stopping any passengers and we continue to strongly urge individuals to follow the Government’s advice on preventing the spread of COVID-19, including on self-isolation, avoiding non-essential travel and social distancing.

    During the trial you can opt to take a different route that does not pass the cameras if you wish – please speak to our colleagues who will happily support you in this.

     

    We understand that passengers are concerned about their travel at this time and we’d like to reassure you that this trial won’t affect your arrival at Heathrow. 

    If you’re arriving into Terminal 2 or departing from Terminal 5 during the trial period, you will see the cameras as you pass through the immigration hall and check in area, with a sign informing you when you are entering an area being covered. Please note that some airlines may conduct their own temperature checks at check-in or gate rooms. These checks are completely independent of Heathrow Airport Limited’s trial and are managed solely by the respective airlines.

    You will not have to do anything differently. The screening process takes just seconds and is performed by infrared sensors within the trial area only.

    If you’re arriving into Terminal 2 or departing on selected flights in Terminal 5 during the trial period, you will see the cameras as you pass through, with a sign informing you when you are entering an area being captured.

    During the trial you can opt to take a different route that does not pass the cameras if you wish – please speak to our colleagues who will happily support you in this.

    The thermal imaging cameras are being trialled on Terminal 2 Arrivals and a small number of Terminal 5 departures at the moment. Any wider rollout of the technology will be dependent upon the results of the trials and further assessments.

    We know there are many different health screening measures in place at airports across the world, including temperature checks, and we continue to call for a common international standard with our industry partners.

    identified?

    During the trial period we will be testing the technology to assess its suitability for use in a live operational environment only.

    While the trial is taking place we will not be stopping any passengers and the many measures we’ve already implemented to respond to COVID-19 will remain in place. These measures include over 600 hand sanitiser dispenser locations, social distancing markers, enhanced cleaning, Perspex screens, and revised security procedures that minimise person-to-person contact.

    Any passengers travelling through Heathrow at this time are strongly urged to follow the Government’s advice on preventing the spread of COVID-19, including on self-isolation, avoiding non-essential travel and social distancing.

     A variety of different temperature screening measures are in place at airports around the world, including some utilising similar technology to what we’re trialling now.

    Throughout the COVID-19 pandemic we have followed the advice of the UK Government, via Public Health England, on the medically driven measures required to respond to the virus. We’re now calling on the UK Government to take a leading role in the development of a Common International Standard for health screening across all airports.

    Any measure must be medically effective, passenger friendly, and practically able to be implemented at airports.

     

    other airports?

    A wide variety of different health screening measures have been put in place at airports around the world, including temperature screening variations, which have resulted in confusion and a lack of confidence for passengers. While some airports are using similar technology to what we are testing, it may be difficult to implement or ineffective in our own operational setting.

    For this reason, we’re trialling the technology to assess its suitability and effectiveness at Heathrow. We’ll share operational observations from the trial with the UK Government to help inform work on what a future common international standard might look like.

     

    The trial will initially run for one month starting from 21 May 2020. A number of other measures are also being considered, these include UV sanitation, thermal screening technology and contactless security procedures. You can find out more here: https://www.heathrow.com/latest-news/heathrow-covid19-detection-trials.

    No personally identifiable information is captured by the thermal imaging systems at this 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 such information is essential because this trial will inform future phases and develop our thinking and understanding of the technology’s capabilities to keep our airport and its occupants safe.

    In connection with this trial, no personal data will be held, recorded or stored on any system or by any Heathrow colleague during the trial.

    As we are not collecting any information that would identify an individual as part of this trial, you will not be able to access images or your personal temperature information. During the trial, we are interested only in seeing how the systems perform in a live operational environment.

    system?

    Elevated temperature can be an indicator of illness but it is important to clarify that the equipment will not provide any diagnoses as this can only be done by a medical professional e.g. a doctor. No such escalations to healthcare professionals will be undertaken as part of the initial trial although this may form part of a subsequent phase.

    Heathrow wants to ensure the safety of its passengers and colleagues so are trialling this technology to help inform the Government’s future strategy and whether this has a role in detecting potential COVID-19 symptoms at the airport.

    During the trial, no personal data will be shared with any third parties including Public Health England or Airlines.  Technology performance information from the trial will be shared with Government, which is considering protocols for potential checks within airports as part of its future strategy with the aim to inform a Common International Standard for aviation.

    This trial will ascertain the suitability of the technology in an airport environment and determine the factors that must be taken into consideration during any future roll out.

    If you have further questions, please email feedback@heathrow.com

    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/

    .... 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, but we would like to reassure you that the welfare of our passengers and colleagues remains our top priority. A dedicated Public Health England team is still operating at Heathrow to respond to incidents at the airport, which includes dedicated, isolated, areas that are not accessible to or viewable by the public. We strongly advise anyone returning to the UK to follow UK Government advice on staying safe and well.

    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. We would also like to remind all passengers that we are currently trialling temperature checks in Terminal 2 Arrivals and on a small number of Terminal 5 departures; you can read more on this by scrolling up to the “Temperature check trials” section of this FAQ page.

    We continue to work with government experts, health professionals and our airline partners to safely handle the reduced number of flights still coming into the airport. Heathrow’s operation continues but on a scaled down basis as we help with the repatriation of British citizens and transportation of vital medical equipment and supplies, including ventilators and medicines.

    From 8th June, the UK Government has announced that all passengers arriving in the UK, including UK nationals, will be required to complete a mandatory 14-day period of self-isolation.

    This will not affect passengers arriving on UK/domestic flights, flights from the Republic of Ireland and the Isle of Man, or flights landing on or before the 7th June. Please see https://www.gov.uk/uk-border-control for more information.

    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 social distancing at the airport. To help, we’ve put markers on floors, implemented hundreds of signs with reminder messages, and installed over 600 hand sanitiser dispensers.

    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, you may not be allowed to enter or transit to 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 on all of the above, please visit the FCO’s website: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

    We understand that passenger may be nervous when travelling, therefore you are welcome to wear a face covering to the airport. If you do not have your own, we will be happy to offer you one on departure or arrival; please read the FAQ below.

    All passengers should remember that good 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. You are welcome to use our toilet and washroom facilities for this, or make use of the readily available hand sanitiser dispensers found in over 600 locations across the airport.

    Following on from the Government's updated guidance to transport operators for dealing with COVID-19, we are now offering face coverings to all passengers arriving or departing via Heathrow. These will be offered free of charge to all passengers prior to check-in (departing passengers) and before Immigration (arriving passengers). 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.

     

    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

    Travel information

    The majority of countries worldwide have now been affected by the coronavirus, and government reactions across the world are constantly changing based on a rapidly changing situation. 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.

    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.

    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 FCO 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 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 there is now a ban on all travel for those wishing to enter the EU from outside of the EU, unless in specific circumstances, such as for EU citizens or long-term residents of the EU. We would like to reassure you that this ban does 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.

    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. 

    From 8th June, the UK Government has announced that all passengers arriving in the UK, including UK nationals, will be required to complete a mandatory 14-day period of self-isolation.

    This will not affect passengers arriving on UK/domestic flights, flights from the Republic of Ireland and the Isle of Man, or flights landing on or before the 7th June. Please see https://www.gov.uk/uk-border-control for more information.

     

    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. 

    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?

    Following new government guidance on social distancing, our restaurant partners have closed, and only WHSmith and Boots remain open in all operating terminals.

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

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

    Please note that Travelex are currently unable to offer in-terminal currency as their stores are closed in line with the above. 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

    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. Airlines and alliances have also taken the decision to temporarily close their lounges.

    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.

    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

    ...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. 

    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. 

    Transport and parking

    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.

    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. 

    ...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. 

    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.

    ...and furloughing employees?

    Due to a significant and continued decrease in passenger demand, we have consolidated the airport’s operations into Terminals 2 and 5 and have moved to operating on a single runway. This decline in passenger demand has meant that we have had to work with our unions to agree on the use of the Government’s job retention scheme.

    Consolidating operations and furloughing colleagues will enable the airport to protect as many jobs as possible during this challenging time. Furloughing employees is one of a number of ways that Heathrow is working to protect jobs. Since the start of the outbreak, the airport has cancelled executive pay, implemented a recruitment freeze and reviewed all capital projects.

    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

    Interview with Paul Farmer, Heathrow Senior Airport Operations Manager

    Interview with Paul Farmer