BAA Heathrow has responsibility for providing assistance at the airport, and airlines when you are on board the aircraft.

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 outbound and return journeys – 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 to travel within airports and assistance might therefore 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.

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

Airline telephone numbers

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

We are committed to providing the highest level of service in a timely manner.

View details of our service level agreement

New European regulation will shortly guarantee more rights for 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.

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