In Terminal 1, 2, 3 and 4 airlines currently have responsibility for providing assistance. In Terminal 5 BAA Heathrow has responsibility 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, in Terminal 5, you may wish to inform OCS, the special assistance provider at Heathrow Airport.
• 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.

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

Contact details

Link to airline telephone numbers
Terminal 1, 2, 3 and 4: Skycaps +44 (0)20 8745 6011/5727
Terminal 5: OCS +44 (0)20 3165 0285

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