Heathrow's special assistance is free and arranged through your airline, not the airport directly. Tell your airline, tour operator or travel agent at least 48 hours before you travel, ideally when you book your ticket, and Heathrow's assistance team will support you from arrival at the airport through to boarding, or from touchdown through to your onward transport.
How to request assistance before you travel
Heathrow is responsible for the care and support you receive at the airport, but the request has to come through your airline first.
- Tell your airline as soon as possible, or at least 48 hours before you travel. You can often add this when you first book your ticket.
- Give details of your impairment or mobility difficulties, including whether you're travelling with your own wheelchair, mobility scooter, or an assistance animal.
- Mention your return journey too, so Heathrow can plan support for when you come back, not just for departure.
- Your airline passes these details to Heathrow's assistance team, who arrange the right support and equipment in advance.
What assistance covers
Heathrow provides separate guidance for different stages of a journey, so support is tailored to what you actually need:
- Departure guide: assistance from your arrival at the airport, through check-in and security, to the gate and boarding
- Arrivals guide: assistance from leaving the aircraft, through immigration if needed, to baggage reclaim and your onward transport
- Connections guide: assistance if you're changing flights at Heathrow rather than starting or ending your journey there
If you've booked assistance and are waiting for your flight, Heathrow's team can also support you to visit shops or restaurants in the meantime, subject to availability, so ask a colleague in the assistance area if you'd like to do this.
Do you need to book assistance every time you fly?
Yes. Even if you've flown through Heathrow before, you need to inform your airline, tour operator or travel agent of your requirements each time, ideally at the time of booking or at least 48 hours ahead, so the right equipment and staff are ready.
What if you forget to book, or your needs change on the day?
Heathrow will still make every effort to help if you didn't book in advance or your circumstances change, but a same-day request can mean a longer wait than a pre-arranged one, since staff and equipment are scheduled around passengers who booked ahead.
Parking and getting to the terminal
If you're driving yourself or being dropped off, Heathrow has Blue Badge parking in every car park and a discount available on the terminal drop-off charge for Blue Badge holders. See our guide to Heathrow Blue Badge parking for where the bays are and how to arrange help from your car.
Travelling with an assistance dog
Assistance dogs can accompany you throughout the terminal and in the cabin on most airlines, but you must tell your airline when you book, since paperwork and any destination country's import rules vary by route and airline.
Frequently asked questions
How far in advance do I need to book special assistance at Heathrow?
At least 48 hours before you travel, ideally when you first book your flight. Contact your airline, tour operator or travel agent, not Heathrow directly.
Does Heathrow charge for special assistance?
No, assistance is free for anyone who needs it, whether that's help with a physical disability, a cognitive or hidden impairment, or extra support for age or mobility reasons.
Can I bring my own wheelchair or mobility scooter through Heathrow?
Yes. Tell your airline in advance so it can be stored appropriately, and provide details of any battery-powered equipment so it can be handled safely.
Is assistance different for connecting flights at Heathrow?
Yes, Heathrow has a specific connections guide covering assistance if you're changing flights rather than starting or finishing your journey at the airport.
What happens if I need assistance on the day without having booked?
Heathrow will do its best to help, but expect a longer wait than if you'd requested support at least 48 hours ahead through your airline.
Who actually organises my assistance, Heathrow or my airline?
Your airline is responsible for passing on your assistance request to Heathrow. You always book through your airline, travel agent or tour operator, not the airport directly.
Checked 2026. Details reflect Heathrow's published assistance process; always confirm your specific requirements with your airline before you travel.