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Frequently asked questions

When you travel, it’s important to have all the information you need to make your journey as safe and smooth as possible.

Top 5 most popular frequently asked questions

In the event of severe delays or cancellations, you have certain passengers rights and you may be entitled to compensation or a refund. The Civil Aviation Authority (CAA) set out clear rules on the amounts due depending on the type and/or the length of the delay. The airlines should also provide you with documentation or links so that you can make your claim.

You may be entitled to compensation from the airline if your checked-in luggage is delayed, lost or damaged.

You should report the problem to the airline and complete a missing bag report and a customs form if travelling internationally. Most airlines or their handling agent will have representatives in the baggage reclaim hall. Please provide them with as much detail as possible such as; size, shape, colour, brand, details of any luggage tag.

You will also need to provide contact details and a forwarding address. If you are visiting multiple destinations, give all the addresses as it may take several days for your bag to be located and processed.

If you are unable to register your details at the airport, you have seven days to register the problem with your airline.

You can review, make changes or cancel your booking up to 24 hours before your allocated arrival time. Everything you need to do can be found in Manage my booking.

Yes and we have introduced a £5 charge for vehicles entering the drop-off areas. You can pay in advance, on the day you drop-off, or by midnight the next day. You cannot pay at an airport ticket machine or in the terminal drop-off zones. 

Pre-book drop-off now

Heathrow is accessible to everyone and we have a wide range of support and special assstance for passengers with visible or non-visible disabilities.

See our assistance FAQs

COVID-19 - what you need

We have a dedicated section which will guide you so you can fly with us again.