Heathrow frequently asked questions (FAQs)

Why isn't my flight showing on the live flight information board?

It may be because it's too early or too late; or it may be that the flight operator hasn't supplied any information yet.

The flight information pages on this site show all flights due to arrive or depart at Heathrow in the next 12 hours. Flights remain in the list for about two hours after their arrival or departure. The boards in the airport carry the same information, subject to available screen space.

The information shown is based on what airlines tell us about the progress of their flights. Updates can only come from the airline.

If we know in advance about delays or cancellations to arriving flights, we'll display that information. Otherwise, status updates for inbound flights aren't normally available until the aircraft is in the air.

[Back to top]

Where can I get information about my flight? It's more than 12 hours until it arrives / departs

Our flight timetable contains flights up to a year ahead, and shows information including day, time, terminal and aircraft type.

[Back to top]

Who owns and runs Heathrow Airport?

Heathrow is owned by LHR Airports Limited, which also owns Southampton, Glasgow and Aberdeen Airports.

You can find more company information on our corporate website.

[Back to top]

Can I use one of your photographs?

We have extensive libraries of airport and aviation photography. Image buyers and businesses can use our photographs for an appropriate fee – visit our commercial photo library for details. Media organisations can also make use of our editorial photo library – visit mediacentre.heathrowairport.com.

[Back to top]

What is the 'airport tax' imposed on passengers?

The UK Government imposes Air Passenger Duty (APD) – it's paid by passengers and collected from airlines. The rate varies by ticket and journey type. Heathrow is not involved in levying or collecting APD. To find out more, see the HM Revenue and Customs website.

For information about airport charges, which are service fees paid to Heathrow by the airlines (and not a tax), see our conditions of use page.

Taxes and charges are explained on the Civil Aviation Authority website.

[Back to top]

How can I get a message to someone at the airport?

Unfortunately we don’t have a loudspeaker announcement system available for the public to pass on messages at the airport. If you’re trying to reach someone who is on their way to the airport, or already here, we recommend you speak to their airline, who may be able to help further.

Airline contact details

[Back to top]

My flight has been cancelled. What should I do?

If your flight has been cancelled, you'll need to speak to your airline or travel agent directly. They will take you through your options and will be able to help with re-ticketing.

[Back to top]

My connecting flight from Heathrow has been rescheduled/cancelled. Can I stay at the airport?

Your airline has the primary responsibility to assist you if you require overnight accommodation. Alternatively, there are a number of hotels a short bus ride from the airport or linked directly to our terminals. For more information or to book online, visit our hotels page.

[Back to top]

Can I claim compensation if my flight is delayed or cancelled?

It depends on the circumstances – you'll need to discuss the situation with your airline, travel agent or insurance company.

If you think you may be entitled to compensation there's an advice page on the Civil Aviation Authority website.

[Back to top]

I’m having trouble getting hold of my airline. What else can I do?

At times airlines may receiving a large number of passenger queries at once, but we do recommend that passengers continue to try to contact their airline directly, whether by phone or online. Further information can also be found on airline websites and Twitter.

[Back to top]