Planning your journey

Search Heathrow

Did you know?

Heathrow is the UK’s only hub airport and an important economic asset. But today Heathrow is full and vulnerable to foreign competition.

Heathrow future growth

Print this page

Planning your journey

BAA Heathrow has responsibility for providing assistance at the airport and airlines when you are on board the aircraft. Please find below a useful guide if you require assistance:

If you have a disability or you experience mobility difficulties and need assistance at the airport, you must inform your airline of your particular need at least 48 hours before you fly. It is advisable to give as much notice as possible for both the outbound and return journey, this way we can ensure you receive the assistance you require. If, however, no notification is made, we will make all reasonable efforts to assist you.
Even if you are fairly mobile, there can be long distances within airports and therefore assistance might still be required.
As well as informing the airline, you may wish to inform the special assistance provider at Heathrow Airport (contact details below).
To receive assistance you must arrive at a designated point no later than two hours before the published flight departure time, or you must present yourself for check-in no later than one hour before the published departure time. Help points are located on terminal forecourts, short-stay car parks, in stations and in baggage reclaim halls. They can also be found on some routes within terminals where there are long distances.

Contact details
Terminal 1, Mitie: +44 (0)20 8745 2165
Terminal 2, Mitie: +44 (0)20 8745 2195
Terminal 3, OCS: +44 (0)20 8745 2227
Terminal 4, Mitie: +44 (0)20 8745 2357
Terminal 5, OCS: +44 (0)20 3165 0285
Link to airline telephone numbers

Guide dogs
Assistance dogs can only travel if they are registered with The Pet Travel Scheme (PETS) and if allowed by your airline and holiday destination.

Service levels
We are committed to providing the highest level of service in a timely manner, please find details of our service level agreement.

Passengers with reduced mobility video
New European regulation will shortly guarantee more rights for both the disabled and people with reduced mobility when travelling by air. If this impacts you and you want to find out more, please watch this EU video about the services and assistance that you have the right to receive at all EU airports.