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Accessibility and mobility FAQs

All the answers in one place

Yes. To ensure we can provide the most appropriate assistance, please inform your airline, tour operator or travel agent of your requirement at the time of booking, or at least 48 hours before you travel.

If you’re helping someone with a disability, we have specialist colleagues who will welcome you at the airport and support you while you’re with us. 

Yes. Please inform your airline, tour operator or travel agent of your particular need at the time of booking, or at least 48 hours before your travel. Try to give as much notice as possible so we can make the arrangements. If you forget, we’ll still make every effort to help you in a timely manner. However, priority will be given to passengers who have booked in advance.

Yes. Every airline at Heathrow must accept all assistance dogs for air travel without charge. In order to receive assistance at Heathrow, you must inform your airline that you are travelling with an assistance dog at least 48 hours in advance to make a booking.

Yes. You should keep any necessary medication in your hand luggage, so you have it with you throughout your journey. Please be aware hand baggage and liquid rules still apply to liquid medicines. Bring large enough supplies to last you for the duration of your trip, but not more than 100ml. It’s also a good idea to have a copy of your prescription with you in case you need a repeat prescription while you’re away.

If you’re carrying syringes or injection pens for treating diabetes or anaphylactic shock, you should also carry your medical certification in your hand luggage.

Yes, you’re welcome to use your own mobility equipment. You’ll be able to remain in your own mobility equipment until you board the aircraft. Before leaving home, your airline will advise you whether your device can be used in the aircraft cabin or must be stored in the hold. 
 
Electrically powered equipment can be used but please consult your airline about any size or weight restrictions they may stipulate. They will need to know the make and model, dimensions and weight of your wheelchair, as well as the type of batteries your device utilises (e.g., dry or wet cell). Your airline can also advise on how to prepare the device for loading on to the aircraft.

We can provide wheelchairs and electric buggies at the airport, along with assistance from our colleagues. 

Journey times to gates will vary depending on the terminal and your destination. To help cover these distances we provide moving walkways, lifts and a transfer shuttle in Terminal 5. 
 
Departure gates are subject to change and prior notice will be given on the flight information screens in the terminal. You can also check departure gates with your airline at check-in. 
 
Use our interactive map to preview all walking distances or see below for approximate timings.

Terminal 2 

All departure gates in the main terminal ('A' gates) are approximately 200m (about five minutes) from security. Gates in satellite terminal T2B ('B' gates) are 800m (about 20 minutes) from security. UK and Ireland flights depart from 'A' gates.

Terminal 3 

Most departure gates are 800m (about 20 minutes) from security.

Terminal 4 

Most departure gates are approximately 200m (about five minutes) from security. Some are 400m (about 10 minutes) from security.

Terminal 5 

All gates in the main terminal ('A' gates) are approximately 400m (about ten minutes) from security. Gates in satellites T5B and T5C ('B' and 'C' gates) are 600m (about 15 minutes) from security (via transit system). Domestic and EU flights usually depart from 'A' gates, other international departures from 'B' and 'C' gates.

You can make luggage easily identifiable by attaching a bright tag, ribbon, or luggage strap. This means anyone assisting you will be able to spot it from your description. You can also do the same for your wheelchair if it is being carried in the hold. 
 
A secure cover may be useful to prevent losing any parts that may become detached during transit. Please also remove any detachable parts that could get lost in transit and put them in a bag for stowing on board the aircraft. 
 
Luggage assistance can be arranged for you free of charge for reasonable amounts of luggage. 
 
Weight limits for normal, checked-in luggage also apply for disabled persons and persons with reduced mobility. Weight limitations do not apply to the transport of medical and mobility equipment or assistive devices. However, you may have to pay a fee for overweight luggage if it’s not medical equipment or the two pieces of mobility equipment required for the journey.