Special assistance: planning your journey

Did you know?

Heathrow offers a wide range of exciting jobs. 68,000 people work at the airport, 4,500 of them employed directly by BAA.

Find a job

  • Print this page

Special assistance: planning your journey

Before leaving home

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, 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.

Airline telephone numbers

At the airport

To receive assistance from the car park

There are Help points with Help phones in both the Long and Short Stay Car Parks. Please call from here and assistance will be provided.

To recive assistance from the forecourt

There are Help points with Help phones on all departure forecourts. Please call from here and assistance will be provided.

To receive assistance in the terminal 

There are Special Assistance areas within the terminals located at the following areas:

  • Terminal 1: Zone D in departures.
  • Terminal 3: First floor above Zone A in departures.
  • Terminal 4: Zone B in departures
  • Terminal 5: Zone G in departures.

Other

Help points are located  in stations and in baggage reclaim halls. They can also be found on some routes within terminals where there are long distances.

Porterage

Porterage can be arranged for you when you are at the airport and this is provided free of charge for reasonable amounts of luggage.

Service levels

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

View details of our service level agreement

Passengers with reduced mobility video

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.

[Back to top]

Back to top