Flying Messenger FAQ

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Heathrow handles over 469,000 air transport movements a year, carrying nearly 68 million passengers around the world.

Flying Messenger FAQ

1. What mobile equipment will I need to use the Flying Messenger service?

To use the Flying Messenger service you will need an SMS enabled mobile device. Virtually all mobile phones can send and receive SMS text messages. If you're unsure whether or not your mobile phone has this capability you should check the user guide, or contact your mobile network operator .

2. What is SMS?

SMS stands for Short Messaging Service. It is software built into a mobile phone that enables text messages to be sent from one mobile device to another. These messages can be up to 160 characters in length (spaces count as a character)

3. Benefits of the Flying Messenger service

- Receive your flight number, departure time, Heathrow terminal and destination on your mobile free of charge;

- No need to keep checking the flight information screens in the airport terminal or worry about missing your flight, as Flying Messenger will keep you updated, leaving you to relax and shop in the departure lounge;

- Have the latest discounts and product offers sent to your mobile and redeem them instantly in the shops, restaurants, bars and Bureaux de Change.

4. How can I register for the Flying Messenger service?

It’s easy, visit www.heathrowairport.com/flyingmessenger and register your flight details , mobile number and email address a minimum of two hours before you fly.

5. What information will I receive to my mobile on the day?

- Approximately three hours prior to departure, you will receive a SMS text message confirming your flight number, departure airport and terminal, destination and whether your flight is on time;

- When your flight is ready for boarding, you will receive a SMS text message advising you to check the airport screens for your gate number;

- You may also receive up to two SMS text messages with offers from different airport outlets that you can take advantage of in the departure lounge after security

6. How much will the Flying Messenger service cost me?

The Flying Messenger service is free. If you have a UK or European registered mobile phone, your mobile network operator will not charge you to receive any SMS text messages. If your mobile phone is registered outside of the UK or Europe you should check with your mobile network operator whether they charge you to receive SMS text messages.

7. Is the free Flying Messenger service available at any other airport?

At the moment, free flight updates via the Flying Messenger service is only available at Heathrow Airport.

The intention is to roll out the service to other BAA airports (Gatwick, Stansted, Southampton, Glasgow, Edinburgh and Aberdeen) in due course.

An alternative chargeable SMS flight updates service is in place for departing and arriving flights at all other BAA airports (Gatwick, Stansted, Southampton, Glasgow, Edinburgh and Aberdeen). See the Flight Information page of the relevant airport website for details:

Gatwick Airport Flying Messenger
Stansted Airport Flying Messenger
Glasgow Airport Flying Messenger
Edinburgh Airport Flying Messenger
Aberdeen Airport Flying Messenger
Southampton Airport Flying Messenger

8. Can I register for Flying Messenger when I am at Heathrow Airport?

Yes, you can register for the service or add a new flight to your account by accessing the Flying Messenger website free of charge via any Spectrum Interactive web kiosk in any of Heathrow’s five terminals, either before or after security.

Go to the BAA Heathrow Airport website link on the Spectrum Interactive kiosk homepage, click on the Flying Messenger link and you are away. In order to maximise the benefits you get from the service, we recommend you register for Flying Messenger or add a new flight, a minimum of two hours before you fly.

You can also use the Spectrum Interactive kiosks to pay to check your email or surf the web. Payment can be made either via cash (sterling or euro) or major credit card.

9. Can I use the Flying Messenger service outside the UK?

The Flying Messenger service is for departing Heathrow Airport flights only, but you may register for the service or add a new flight by accessing the Flying Messenger website anywhere in the world – heathrowairport.com/flyingmessenger

10 How quickly will Flying Messenger text messages arrive?

99% of all SMS text messages will arrive within one minute of sending - typically text messages take 10–15 seconds to arrive.

11. Can Flying Messenger help me with updates for an arriving flight?

The Flying Messenger service provides updates for departing flights only. If you are greeting a passenger on an arriving flight, then use the free Heathrow Airport “Check My Terminal” service, by texting the date of the flight, the flight number and your request for an estimated arrival time to 64222.

12. Where does the Flying Messenger flight information come from?

The flight updates originate from Heathrow Airport’s own flight information databases. It is the same data that feeds the customer flight information screens in the airport terminals.

13. What if Flying Messenger tells me that my flight is delayed?

If we notify you of a delay to your flight, we recommend that you still check in for your flight at the normal time, and that you check the flight information screen in the airport for your boarding gate number.

14. My flight is not listed in the flights drop down box on the Flying Messenger website - what should I do?

If you are travelling on a scheduled flight that isn't listed, please contact us via email flyingmessenger@baa.com, so we can include your flight on our system.

15. I cannot register my flight with Flying Messenger.

If you are unable to register your flight with Flying Messenger, then it may be that you have input your flight number incorrectly, there are no direct flights from Heathrow Airport to your destination, or that there is a direct service, but not on the date you have specified.

If you still have problems registering your flight, then contact us via telephone on 0871 2000 555, or if calling from outside the UK +44 (0) 121 410 5204, or via email at flyingmessenger@baa.com.

16. How can I redeem the airport outlet offers that you send me?

The outlets at Heathrow Airport will include instructions on each SMS text message explaining how to redeem the offer on the day of departure.

17. How do I cancel the Flying Messenger service for a specific flight before I fly?

You can cancel the Flying Messenger service for a specific future flight by logging in to your Flying Messenger account on the website and deleting the flight from the “View my flights” page. Alternatively, on the day you fly, simply reply STOP to any of the Flying Messenger service SMS text messages you receive. This will not unsubscribe you from the service and you will receive SMS text messages for any future flights you have added to your Flying Messenger account.

18. How do I cancel the Flying Messenger service for a specific flight on the day I fly?

To stop receiving text messages for Flying Messenger on a specific flight, text “STOP” in reply to any SMS text you receive from Flying Messenger. This will not unsubscribe you from the service and you will receive SMS text messages for any future flights you have added to your Flying Messenger account.

19. How can I cancel my registration/account to the Flying Messenger service?

To cancel your registration to this free service, click on the “Unsubscribe” link on the Flying Messenger service website or in any email you receive. You can also text “UNSUBSCRIBE” to any SMS text message you receive from Flying Messenger. Once you have cancelled your registration to the service you will have to re-register before you can once again receive free flight updates for Heathrow Airport.

20. How can I check the terminal my flight is departing from using my mobile?

Heathrow Airport also offers a free “Check My Terminal” service, which passengers can use to confirm which Heathrow terminal they are flying from, by texting the date of their flight and their flight number to 64222.

21. Can I view flight updates for Heathrow Airport anywhere else?

Flight updates for departing and arriving Heathrow Airport flights can also be obtained on the Flight Information page of the Heathrow Airport web site here and on the airport flight information screens beyond security.

22. Will my mobile operator charge me to receive the Flying Messenger service?

If you have a UK or European registered mobile phone, your mobile network operator will not charge you to receive any SMS text messages. If your phone is registered outside of the UK or Europe you should check with your mobile operator whether they charge you to receive SMS text messages.

23. Is my personal data safe?

Yes, we comply with the UK 1998 Data Protection Act. And, we promise never to pass on or sell your personal data to any third party without your express permission. The BAA privacy policy is explained here.

24. Who operates the Flying Messenger service?

Flying Messenger is operated for BAA Ltd Heathrow Airport by Mantic Point Solutions Ltd, a UK registered mobile services specialist, based in Leeds, UK.

25. How can I contact BAA regarding the Flying Messenger service?

If you have a query about BAA's Flying Messenger service you can contact us via telephone on 0871 2000 555, or if calling from outside the UK +44 (0)121 410 5204, or via email at flyingmessenger@baa.com. Unfortunately we cannot respond to any queries submitted by SMS text.

26. How can I contact BAA regarding my Heathrow Airport experience?

If you wish to contact Heathrow Airport about your airport experience please complete a passenger feedback form on the Heathrow Airport website.

Alternatively please call Heathrow Airport on 0870 000 0123.