Heathrow Airport FAQs

Flight information

Why is there no information about my flight in your live flight information section?

Live flight information remains on screen for approximately two hours after an arriving flight has landed or a departing flight is airborne. Looking forward, flights are listed up to 12 hours in advance. Updates only appear once they have been received from the operating airline. Unless there is a known delay or cancellation, details for inbound flights will not normally be displayed until the aircraft is en route.

If the flight is not in the next 12 hours, where can I get the information?

Information about scheduled flight times, days of departure etc can be found in our flight timetable. This shows flights up to a year in advance.

Which terminal does my flight operate from?

Details of which terminal a flight or airline uses can be found in our destinations and airlines database.

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Airport security

I am confused about the security process, especially liquids etc. Who can help?

A complete guide to airport security processes, including new measures introduced from 2006 onwards, can be found in our Heathrow security section. It includes frequently asked questions about everything from baby food to knitting needles, and a short film highlighting the key points.

Why was my duty free item confiscated when I transferred though Heathrow?

Under Department for Transport security regulations in place at Heathrow, all connecting passengers are required to clear security prior to boarding their onward flight. Liquids, pastes or gels in containers greater than 100ml, and which have been purchased outside those airports specified by the Department for Transport, cannot be taken through security.

In line with these regulations, we can only accept sealed duty free liquids purchased in the following locations:

• Airports within the European Union
• Singapore (Changi)
• Dubrovnik
• Rijeka
• Pula
• Split
• Zadar
• Zagreb
• On board an aircraft operated by a European Union carrier.

We understand that this can be frustrating for many connecting passengers and we do our best to ensure any problems are avoided by briefing our retail teams and airline partners on this policy. It is disappointing that that not all airports do the same.

Connecting passengers can buy UK tax-free items after clearing security control at Heathrow.

View our security section

Why did security staff photograph me?

Passengers who wish to enter the common departure lounges in Terminals 1 and 5 are required to pause for a photograph. Any passenger who does not wish to be photographed will be denied entry into the lounge.

Photographs taken during the security process for domestic passengers are used to check your identity when you reach your departure gate. During the whole process the data is stored securely. It is then destroyed within 24 hours.

We've worked closely with the UK Border agency to make sure we meet the requirements of the Data Protection Act 1998. Fundamentally, we are required to ensure the security of the UK's borders and we ask that our passengers understand the additional level of protection required under these circumstances.

More information about data capture

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Special needs

I'm a traveller with special needs. Where can I get help?

Heathrow meets the minimum standards for disabled access as laid down by the Equality Act, but we strive to go beyond what must legally be provided. We aim to offer all our passengers good facilities which are easily accessed and well signposted. We also want all our customers to feel included in the travelling experience, regardless of any special needs they may have. Visit our special assistance pages to find out about the facilities and services available.

Do you have disabled toilets?

Most toilets at Heathrow include a unisex, wheelchair-accessible toilet. Occasionally the accessible toilet is located inside the men's and ladies' toilets.

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Baggage

Where can I store my bags?

Our Heathrow left baggage page gives details of facilities at the airport, including prices and opening times.

My luggage didn't come off the aircraft. What do I do?

Baggage delivery is the responsibility of individual airlines. For inquiries relating to hold baggage, please contact your airline directly. For British Airways, SAS, Tap Air Portugal, Swiss International Air Lines and Virgin Atlantic Airways, please contact lost property.

Why do I have to wait so long for my bags?

Responsibility for delivering bags lies with the airlines and we work closely with them to ensure they arrive on the carousel within a reasonable time. Because Heathrow is such a large airport, it can take a little longer to deliver the bags. However, getting them to you as soon as possible is a priority as we know how tiring waiting can be.

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Picking up, dropping off and parking

I want to pick up or drop off a passenger. What do I do?

All our forecourts are drop-off only. You'll find the drop-off lane by following signs for departures. It's the outside lane for all terminals except Terminal 5, where you may use either lane on the departures forecourt.

If you are picking up, please use the Short Stay Car Parks, which are well signposted. Please note that charges apply.

View Short Stay Car Park information

Where do I park?

It depends how long your vehicle will be here. For information about the types of car parking available, including car park locations and prices, please visit our Heathrow parking pages.

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Shopping

Which shops and restaurants are at Heathrow? What are their opening times?

Please visit our Heathrow shopping pages for details of all the shops, restaurants, cafes and bars at Heathrow, before and after security. Our shopping A-Z lists opening times and branch telephone numbers.

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Corporate and miscellaneous

Who owns and runs Heathrow Airport?

The airport is owned by BAA Airports Limited, which also owns Stansted, Southampton, Glasgow, Edinburgh and Aberdeen airports. In June 2006 BAA was bought by a consortium led by Ferrovial, the Spanish construction company, and that August BAA officially delisted from the London Stock Exchange.

Visit the BAA company website

Where can I find BAA's annual report and other publications?

Please email BAA@corporatemailing.co.uk or telephone 0800 169 5569 (UK only).

How can I find out about jobs at Heathrow?

Details of current vacancies and the application process are available online in our Heathrow jobs pages.

Can I use one of your photographs?

The BAA Aviation Photo Library is a specialist library featuring airport and aviation photography which is available to image buyers and businesses for a negotiated fee.

Find out about ordering photos

Can I advertise at Heathrow?

Our Heathrow advertising page contains information about advertising opportunities in various media and locations, from online to on-airport.

I am a student and would like background information and statistics

The About Heathrow section of this website contains a wealth of information from history, facts and figures, to who does what and where you can fly.

What is the current airport tax imposed on passengers?

Air Passenger Duty (APD) is imposed on passengers by the government. BAA is not involved in levying or collecting this tax. It is paid when passengers book their ticket with the airline, and collected by the Government once the journey has taken place. There are different rates of APD depending on ticket and journey type (EU/non-EU). For further information see the HM Revenue and Customs website. Taxes and charges are explained on the Civil Aviation Authority (CAA) website. For information on airport charges, which are imposed by BAA on airlines (not a tax), please see our conditions of use section.

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Further help

Has your enquiry still not been answered?

For further help and information, please call 0844 335 1801.

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