Accessibility at London Heathrow

Planning your journey

BAA Heathrow has the responsibility for providing assistance in the airport and the airlines once 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 us or the airline of your particular no later than 72 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, you have made no notification both the airport and the airline 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.

• 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 three hours 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.

You may wish to contact the airport in advance of your arrival:-

Terminal 1, Mitie: +44 (0)20 8745 2165
Terminal 2, Mitie: +44 (0)20 8745 2195
Terminal 3, OCS: +44 (0)20 8745 2227
Terminal 4, Mitie: +44 (0)20 8745 2357
Terminal 5, OCS: +44 (0)20 3165 0285

In the terminal

Facilities for the hard of hearing and the blind and partially sighted

Induction loops are found in various locations throughout the airport, where signs showing the 'sympathetic ear' symbol will be displayed. Payphones and credit card telephones are available in all parts of the airport and are adapted for hearing aids. There are also text pay phones in the arrivals area of each terminal, after exiting customs.

Guide and hearing dogs are the only dogs allowed in the terminal buildings. The airport's directional signs are black on yellow providing optimum contrast to assist all users.

Reserved seating areas

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 walking distances.

Help points are green with a location map and two telephones - one for calling a Skycap porter and the other (generally green) for use by people with special needs who require assistance.

Assistance is free if you have special needs and you can request wheelchair push/provision or help with baggage in order to reach check-in.

This assistance can also be pre-booked with the following service providers:

Terminal 1, Mitie: +44 (0)20 8745 2165
Terminal 2, Mitie: +44 (0)20 8745 2195
Terminal 3, OCS: +44 (0)20 8745 2227
Terminal 4, Mitie: +44 (0)20 8745 2357
Terminal 5, OCS: +44 (0)20 3165 0285

Heathrow Help Bus

This is a free wheelchair-accessible service to assist passengers with reduced mobility or who are heavily encumbered with luggage.

• The help bus operates between all terminals and the central bus station from 06:00-23:00 daily. Drivers are trained to provide assistance.

• To call the help bus please use the green help point telephone or the special help bus telephones located on each arrivals forecourt and at stand 6 in the central bus station. You can call the help bus direct from any public telephone on 020 8745 6261. Staff at the information desk will also be happy to call the bus for you.

• There are a limited number of help buses so please allow additional time for your journey.

Parking at Heathrow

For security reasons the blue badge (previously orange badge) scheme does not operate on the Heathrow road system. Unattended cars will be towed away by the police and a fine must be paid in order to retrieve such vehicles.

Short-stay car parks

• All car park prices are displayed at car park entrances.

• Clearly signed blue/orange badge parking is available in all short-stay car parks located close to terminal access routes.

• Help points are located near these spaces and assistance is free to those with special needs.

• Disabled customers - wheelchair push/provision or help with baggage will be provided. Lift the green telephone and request assistance.

• If you wish to park in blue/orange badge space but take your badge abroad, you will need to show your badge to the car park operator. Please contact the car park operator via the help button on the car park entry machine or by using a help point telephone and asking that the operator be contacted.

• You must pay for car park tickets at the customer service kiosks or automatic payment machines before returning to your car. If you cannot reach the ticket/payment slot, press the help button.