Here are our most frequently asked questions based on genuine enquiries received by email.

Flight information

Why is there no information on a flight in your live flight information section?

Live flight information is our most popular section and the information remains on screen for approximately two hours after the flight has landed.

Looking forward, flights are listed for up to 12 hours in advance but any update on the schedule will not appear until the airline has fed this information into the system. Unless there is a known delay or cancellation, the details will not normally be displayed until the airline has left its destination.

If you are looking for general information about flight times, days of departure etc, you may wish to view our timetable section, which will give you a very detailed overview. This can show flights up to you a year in advance and is ideal if you are planning a trip or sinmply verifying flight information, if you are meeting someone in the future.

Which terminal does a flight operate from?

To find details of what airlines fly to which destinations from each of Heathrow’s four terminals please visit our destinations database.

[Back to top]

Security

I am confused about the security process, especially liquids etc - who can help me?

Since the new security measures were introduced in 2006, there have been a number of changes to the process can be confusing. We have therefore created a whole section dedicated to this. Here you will find everything you need to know, from frequently asked question about baby food and knitting needles to a short film highlighting some of the key points.

There are also some slight differences to the rules, depending on where you are flying to and if you are transferring at another airport. To make this easier you can enter the country you are flying to and the information will be tailored to your needs.

View our security section

Why was my duty free item confiscated whilst transferring though Heathrow?

There are restrictions on what can be taken through security for passengers who arrive at Heathrow and are transferring onto a connecting flight.  This is as a result of the Department for Transport security regulations in place at Heathrow. These regulations mean that all passengers who are transferring through Heathrow are required to clear security prior to boarding their connecting flight. 

As part of this process, any liquids, pastes or gels greater than 100mls that have been purchased outside those airports specified by the Department for Transport are unable to pass through security.  In line with these regulations, we can only accept sealed duty free liquids purchased from the airport locations within the European Union, or from Singapore (Changi), Dubrovnik, Rijeka, Pula, Split, Zadar, Zagreb or onboard an aircraft operated by an 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.

In future, when transferring through Heathrow an alternative would be to purchase UK tax-free items at Heathrow Airport after clearing security for your connecting flight. 

View our security section

Why are you taking my picture and fingerprinting me?

Passengers who wish to enter the common departure lounges in Terminals 1 and 5 are required to pause for a photograph. Any passengers who do not wish to have their photo taken will be denied entry into the lounge.

The photographs used 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 and 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 on data capture

[Back to top]

Special needs

I have special needs, where can I get help?

BAA airports meet the minimum standards for disabled access as laid down by the Disability Discrimination Act, but we strive to go beyond what must legally be provided. We aim to offer all our passengers good facilities, 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 the Special needs  pages for Heathrow Airport to find out more about the facilities available.

Do you have disabled toliets?

It might be also useful to note that most toilets include a unisex, wheelchair accessible toilet. Occasionally the accessible toilet is located inside the men's and ladies' toilets.

[Back to top]

Where can I store my bags?

There are left baggage facilities at the airport and this link will take you through to information on prices and opening times.

My luggage didn't come off the aircraft, what do I do?

Baggage delivery is the responsibility of each airline. For inquiries relating to hold baggage please contact your airline directly. For the following airlines; British Airways, SAS, Tap Air Portugal, Swissair and Virgin Atlantic Airways please contact Lost property.

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

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

[Back to top]

Picking up and dropping off/ car parks

If I just want to pick someone up or drop off a passenger, what do I need to do?

All our forecourts are drop off only - just follow signs for departures and it is the outside lane for all terminals except Terminal 5 (where it is both lanes on the departure forecourt).

If you are picking up, please use the Short Stay Car Parks which are well sign-posted. Please note charges apply. View Short Stay Car Park information.

Where do I park?

It will depend on how long your stay here is - for full information about the different types of car parking available, car park locations and prices, please visit our Car parking options pages.

[Back to top]

Shopping 

What shops and restaurants are available at the airport and what are their opening times?

Please visit our shop listings for details of all the shops, restaurants, cafes and bars, both before and after security control at Heathrow Airport. The listings include opening times, telephone numbers and a brief description of what the shop offers.

[Back to top]

Please contact an individual airport on the numbers listed below for further help and information.

Heathrow Airport: +44 (0)844 335 1801 
Gatwick Airport: +44 (0)844 335 1802 
Stansted Airport: +44 (0)844 335 1803
Glasgow Airport: +44 (0)0844 481 5555
Edinburgh Airport: +44 (0)844 481 8989
Aberdeen Airport: +44 (0)844 481 6666
Southampton Airport: +44 (0)844 481 7777
Corporate office: +44 (0)20 7834 9449