Tips and tricks to help passengers with a physical impairment or medical condition navigate the airport with ease.
If you would like assistance at the airport, contact your airline at least 48 hours before your flight so arrangements can be made in advance. The assistance team can help you with:
Curran, who has visible mobility issues and uses a wheelchair, sits at the dining table focusing on a laptop, registering for support services. Meanwhile, Seana packs a suitcase. Curran moves to her phone and downloads the Heathrow app. Seana beckons Curran for help - together they clip the suitcase closed.
Narration: If you need extra help with your flight, request support from your airline at least a week before you travel. Each airline has its own process, so it's important to check ahead. Your airline will then let Heathrow know that you need some extra help on your journey.
In the next scene, Alice, a solo traveller who uses crutches most of the time but requires a wheelchair for longer journeys, sits on her sofa browsing an airline's support options on a website. She enters her details, requests a wheelchair and agent, and clicks 'Submit.'
Narration: Letting us know ahead of time means that we have the right support in the right place to help you.
In the next scene, Kofi and Jack sit at the dining table looking at a laptop. Kofi fiddles with a ribbon before discovering the sunflower lanyards on the website. They hit play to watch the video. Kofi places the ribbon back on the table and puts on his noise-cancelling headphones to drown out his brother's chat.
Narration: Our support team is here for you, no matter what you need. It's not just about providing wheelchairs - our team also supports passengers who feel anxious when navigating busy terminals and may need a quiet space. No matter what type of support you need or if you need help with one aspect of your trip or the whole journey - don't worry, we've got you covered.
In the next scene, Seana and Curran are at the laptop, exploring the support section and Assistance Departures Guide on the Heathrow website. They highlight help points and security procedures.
Narration: Each terminal works a bit differently when it comes to supporting our passengers so it's a good idea to check the Heathrow app or our website for our support information & terminal maps.
In the next scene, Kofi clicks through to the Assistance Desk map. Jack spots the relevant map and points to the screen. Kofi notes the location then shows Jack the app on his phone. Jack downloads the app onto his phone and studies it closely.
Narration: That way, you can easily plan ahead, find the host area and put your mind at ease before arriving at the airport. Plan ahead for a seamless journey on Heathrow.com. The best trips start here.
If you use a wheelchair, mobility aid, or have a medical condition, you may want to know what to expect at security. Airport staff are trained to assist with a range of mobility and medical needs, and simple preparations can help make the process smoother.
A few simple steps can help make security easier:
If you have a pacemaker, stoma bag, insulin pump, or any other medical device, let security staff know when you arrive. They handle these situations regularly and will make sure the process is straightforward.
If you're carrying medication, checking the travel guidelines in advance can help you prepare.
If you need anything at the airport, Boots pharmacies are available in all terminals, both before and after security, offering over-the-counter medication. The Boots pharmacy before security in Terminal 5 can also fill prescriptions.
Seana and Curran are dropped at the "passengers needing assistance" point and Seana presses the help button. A friendly voice guides them into the bustling terminal. Seana and Curran pass Kofi and Jack who are standing by an info board checking the app and looking at the signs. They locate the PRS host area on the app. Spotting the support team in their uniforms, they introduce themselves. Kofi is given a sunflower lanyard - Seana and Curran are already seated in the background.
Narration: Upon arrival at the terminal, there are passengers needing assistance points at the entrance to each terminal if you need help getting to the host area. Otherwise, check the Heathrow app's map section to find the host area where our support team is based. Blue signs around the terminal will also help guide you. Our support team will be ready to help you.
In the next scene, Alice arrives at the clearly signposted host area and is greeted by the support team. One member takes her details and types them into the system, while another introduces her to her designated support agent who brings a wheelchair. The agent takes Alice's walking stick and they set off together.
Narration: Once you arrive at the Host area, our team will get you booked into the system and assign your own personal agent to help you throughout the day.
In the next scene, the designated agent explains the security procedures to Seana and Curran, showing prohibited items and handing out liquid bags. Seana and Curran place their liquids, coins and electrical devices in the trays. A security guard helps Curran place her items into the trays and remove the bag from her wheelchair. They collect their belongings and breeze through the rest of security.
Narration: Once you are checked in with the support team, they will guide you through security procedures. You'll have to put anything you're taking on the plane into a tray, including laptops, phones and watches. You will also need to remove any bags or items from your wheelchair and put these in a tray. The tray will go through an X-ray machine, and you'll pass through a metal detector. If it beeps, a security team member might check for any metal items before you try again. Once these checks are done, you can collect your trays and head out of security. Do remember, if you have any medication, make sure you bring the paperwork from your doctor. Your support agent will go through security with you so they can help guide you and answer any questions you may have.
Narration: Plan ahead for a seamless journey on Heathrow.com. The best trips start here.
If you need help with your luggage, the Assistance team can help you collect your bags from the conveyor belt and assist with any mobility equipment. There is a host area in the baggage hall if you haven’t arranged assistance in advance.
Staff trained to recognise the Sunflower symbol can offer support tailored to your needs, including:
The Sunflower symbol is recognised at many airports and venues worldwide, so you can continue using it beyond your journey through Heathrow.
You can pick up a Sunflower lanyard, wristband, or pin badge for free from any Assistance desk at Heathrow-no need to book in advance.
For more information about the support available to you at Heathrow, visit our dedicated Assistance and Accessibility section.
