Inside Terminal 2’s new assistance area

At Heathrow, we're always looking for ways to make travel easier, more comfortable and more accessible for every passenger. That's why we're delighted to introduce our brand-new Assistance Host Area in Terminal 2, designed to provide a more seamless airport experience for passengers who require additional support.

The new facility marks a major step forward in how Heathrow delivers assistance services and is the airport's first dedicated landside assistance lounge.

Designed around our passengers

Conveniently located behind Check-In Zones A and B, the new Assistance Host Area has been purpose-built with accessibility, comfort, and independence in mind. The new space replaces the previous host area and offers significantly more room, with capacity for up to 60 passengers requiring assistance at any one time.

Every element of the lounge has been carefully considered to help create a more welcoming and inclusive environment. Passengers will find:

• A range of seating options, including different seat heights and arrangements to suit individual needs.
• Tables and café-style seating areas.
• Low-level flight information screens that are easier to view.
• Accessible food and drink vending machines.
• Charging points for personal devices.
• A lighting system designed to reflect natural daylight conditions.
• Acoustic treatments to help create a calmer waiting environment.

Feedback from accessibility groups and inclusive design reviews has also shaped the area, ensuring the space meets the needs of a wide range of passengers. 

Direct access to security

One of the most significant improvements is the direct route from the Assistance Host Area to the central security search area.

Passengers receiving assistance can now be guided straight from the lounge into the dedicated assistance security lane, helping to reduce journey times, minimise congestion and remove unnecessary complexity from the airport experience.

This means less time navigating busy terminal spaces and a smoother, more straightforward route through security.

Passengers can still choose to use the standard security route, or Fast Track where eligible. Family members travelling with an assistance passenger can also accompany them through the dedicated route, making the process easier for groups and carers alike.

The new route is also available to passengers using self-serve wheelchairs and those with non-visible disabilities who would benefit from a quieter and more supportive journey through the airport.