Last updated: September 2023
1. General
1.1. The Heathrow Timeslot Terms of Use (“Terms") apply to all Heathrow Timeslot bookings made via the CLEAR booking site, which can be found [here] (the “Booking Site"), which is owned and operated by Whyline, Inc., a Delaware corporation, with a principal place of business at 85 Tenth Avenue, 9th Floor, New York NY 10011 (“CLEAR”). CLEAR’s general terms of use also apply to your use of the Booking Site, which can be found here (“CLEAR’s GTC”).
1.2. The Heathrow Timeslot service at the Airport will be made available by Heathrow Airport Limited, a private limited company registered in England under Company Number 1991017 and whose registered office is at The Compass Centre, Nelson Road, Hounslow, TW6 2GW (“Heathrow”). Heathrow Airport Limited’s VAT number is: GB 653 0947 31.
1.3. In these Terms, references to “the Airport" are references to Heathrow Airport Limited for all services provided at Heathrow. In these Terms, "you" and "your" refer to any person who makes a booking via the Booking Site and “we" and “us" refers to the Airport. The contract for Heathrow Timeslot is made between you and the Airport.
1.4. If you require further information regarding the Heathrow Group please visit: http://www.heathrow.com/company or please contact us here.
1.5. These Terms contain important information and they specify those matters for which the Airport does not accept responsibility.
1.6. Please read these Terms carefully before you use the Booking Site and the Heathrow Timeslot service. We recommend that you print a copy of these Terms for future reference. By accessing the Booking Site, you agree to these Terms and CLEAR’s GTC. If you do not agree with these Terms and/or CLEAR’s GTC, you should not access or use the Booking Site.
1.7. We may change these Terms from time to time. We advise you to check these Terms each time you use the Heathrow Timeslot service
1.8. Should you need to contact us, please complete our online form, which can be found here.
2. About the Heathrow Timeslot Service
2.1. Heathrow Timeslot allows passengers departing on selected flights from Terminal 3 to pre-book a time slot, granting access to a designated entry point to the security search area. Heathrow Timeslot does not secure you a time slot to pass through a designated security search lane at a specific time.
2.2. The Heathrow Timeslot service is subject to availability and is available on a first come first serve basis.
2.3. Heathrow Timeslot will generally be available between 05:00 – 21:30, 7 days a week, for selected flights and subject to availability, however the Airport reserves the right to modify these timings at any time, in our absolute discretion. If there are no slots available for you on your journey, you can join the normal security lines and follow the normal process.
2.4. The Heathrow Timeslot service is free of charge.
2.5. All services relating to the provision of Heathrow Timeslot at the Airport will be provided by the Airport and/or our authorised sub-contractors and/or agents. Services relating to the booking process (including the provision of booking confirmation e-mails and cancellations) associated with Heathrow Timeslot are provided by CLEAR.
3. Booking Heathrow Timeslot
3.1. Heathrow Timeslot bookings can be made on the Booking Site (hosted by CLEAR), which can be found here.
3.2. You will need to provide the following information on the Booking Site in order to make your booking: destination, airline, flight number, email address and required party size for the Heathrow Timeslot booking.
3.3. In order to finalise your Heathrow Timeslot booking on the Booking Site, you must click “Create an Appointment” and confirm via the relevant tick-boxes: (i) that you accept the Heathrow Timeslot Terms of Use; and (ii) whether you consent to the processing of your personal data, in line with the Privacy Policy.
3.4. Once your Heathrow Timeslot reservation is successful, a QR Code will be displayed on the Booking Site. You will receive an email confirmation with the QR Code, along with a reminder email at 10pm on the day prior to your selected slot. If you do not receive these, please check your spam folder. The email will come from Heathrow Timeslot (no-reply@whyline.com).
3.5. You may make a Heathrow Timeslot booking (subject to availability and eligibility) from midnight on the date that is 3 days before your departure date.
3.6. Your Heathrow Timeslot booking must be at least (i) 90 minutes before your flight departure time for long-haul flights; or (ii) 60 minutes before your flight departure time for short haul flights.
3.7.. You can book up to a maximum of 5 people (including both adults and children) in one booking by selecting the required party size. Passengers will receive one QR code per party and will be required to arrive together.
3.8. Passengers from the same flight booking are not required to book the same Heathrow Timeslot booking.
3.9. Passengers requiring special assistance will be supported by the Airport’s service provider, who will manage access to the security area via a separate designated route. Passengers requiring special assistance should book this through the usual methods, rather than using Heathrow Timeslot. For more information, please click here.
3.10. If you have received a booking confirmation along with a valid QR code and no longer wish to receive any additional information or feedback requests, you can contact us here.
4. How to Use Heathrow Timeslot
4.1. The Heathrow Timeslot area is located on level one of Terminal 3 at the security area, as indicated by signage. Click here to view an interactive map.
4.2. In order to gain access to the Heathrow Timeslot designated ticket presentation lane, the QR code can be presented either on paper or an electronic device.
4.3. You shall be entitled to a grace period both 15 minutes before and after your scheduled slot. If you arrive outside of this time and grace period, you must proceed through the normal security ticket presentation access lanes.
4.4. Your ability to use the general queues for the Heathrow security check remains unaffected by this service.
4.5. A Heathrow Timeslot booking does not permit you to use the Heathrow Fast Track lanes.
4.6. Your booking is non-transferable from you to someone else, nor can be sold by you for any financial gain. You can amend or cancel your Heathrow Timeslot booking at any time, in accordance with the process set out in your booking confirmation email.
4.7. Whilst at the Airport (including during the use of the Heathrow Timeslot service), you must at all times comply with the Airport Byelaws (as may be amended from time to time), which can be found here.
4.8. Passengers using Heathrow Timeslot will be subject to the Airport’s usual security screening processes.
5. Heathrow’s Rights and Liability
5.1. We will act with reasonable skill and care when providing the Heathrow Timeslot services to you.
5.2. You should ensure that you allow enough time to go through the check-in and security process at the Airport. The Airport (nor its sub-contractors and/or agents including but not limited to CLEAR) shall not be responsible for any costs, losses, damage or liabilities of passengers who miss their flight because they did not allow enough time to go through the check-in and security process. Furthermore, the Airport (nor its sub-contractors and/or agents including but not limited to CLEAR) cannot be held responsible for any loss or damage whatsoever (whether direct, indirect and/or consequential) occurring to you or your onward journey as a result of any wait, improper use or failure in the use of the Heathrow Timeslot service.
5.3. The Heathrow Timeslot service does not include any guarantee, express nor otherwise: (i) for you passing through the ticket presentation gate queue at a specific time; (ii) for you passing through the security check at a specific time; (iii) for a specific waiting time before the security check; (iv) for a specific time saving; or (v) the timely passing through the security check in order to reach a specific flight.
5.4. The Airport may, in its discretion for any reason (including but not limited to operational circumstances such as an emergency, a material disruption to the security processes at the Airport or an event beyond Heathrow’s control), without any liability on the part of Heathrow:
5.4.1. refuse entry to the Heathrow Timeslot service
5.4.2 temporarily suspend or reduce provision of the Heathrow Timeslot service in whole or in part; and/or
5.4.3. allow passage through the Heathrow Timeslot queue by persons other than those with a Heathrow Timeslot booking.
5.5. Nothing in these terms and conditions limits Heathrow’s liability in the case of death or personal injury caused by our negligence, or in the case of fraud.
5.6. We (and our sub-contractors and/or agents including but not limited to CLEAR) do not accept legal responsibility for:
a) any indirect or consequential loss; or
b) any loss of profit, enjoyment, revenue, information, or earnings.
5.7. Liability for damages arising from property damage and/or personal injury shall remain unaffected.
5.8. The Airport (and its sub-contractors and/or agents including but not limited to CLEAR) does not accept liability for any failure by us to perform its obligations due to an event beyond our reasonable control. A non-exhaustive list of such events includes war or threat of war, riots, civil strife, terrorist threats or activity, industrial disputes, natural and nuclear disaster, fire, adverse weather conditions, volcanic eruption or ash cloud, government regulations, closure or congestion of airports, and / or cancellation or changes of schedules by airlines.
6. Data Protection
6.1. Any personal information you supply to us when you use this Booking Site will be used in accordance with our Privacy Policy, which can be found here.
7. Complaints
7.1. If there is any aspect of our service with which you are not happy, you can contact us to provide your feedback, raise a query or make a complaint by completing our online feedback, query and complaint form, which can be found here.
8. General
8.1. Any contract made between you and us via the Booking Site is governed by the law of England and Wales. We agree that the courts of England and Wales will have exclusive jurisdiction.
8.2. We reserve the right to change these Terms, but once you have made a booking, the Terms which apply are those which were on the Booking Site at the time of booking. However please do not assume that the Terms which applied on one occasion when you booked a service from us will continue to apply when you next book.
8.3. We recommend that you always read these Terms before booking to satisfy yourself that you accept them.
8.4. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
8.5. These Terms, along with all other relevant terms and conditions that are referred to herein, constitute the entire agreement between you and the Airport with respect of the relevant services.
