<p>Special assistance at Heathrow, covering wheelchairs, mobility support and help for hidden disabilities, must be requested through your airline, tour operator or travel agent at least 48 hours before you travel, not booked directly with Heathrow itself. Heathrow is responsible for providing the actual help once you are in the airport, with separate guides for departures, arrivals and connecting passengers. Checked 2026.</p>
<h2 id="how-to-book-step-by-step">How to book, step by step</h2>
<div class="table-wrap"><table>
<thead><tr><th>Step</th><th>What to do</th><th>When</th></tr></thead><tbody>
<tr><td>1</td><td>Tell your airline, tour operator or travel agent you need assistance</td><td>At booking, or at least 48 hours before travel</td></tr>
<tr><td>2</td><td>Give details of your impairment or mobility difficulty, and any equipment you are bringing</td><td>Same time as your assistance request</td></tr>
<tr><td>3</td><td>Tell them your return travel details too, so support is arranged for both legs</td><td>At the same time as booking outbound assistance</td></tr>
<tr><td>4</td><td>Follow the relevant Heathrow guide (departure, arrival or connections) on the day</td><td>When you arrive at the airport</td></tr>
</tbody></table></div>
<p>Heathrow is responsible for providing care and support at the airport, but the process starts with your airline, since it is the airline's job to pass your requirements on to Heathrow's assistance team in advance. Giving as much notice as possible, and always at least 48 hours ahead, means the right equipment and staff are in place when you arrive rather than being arranged on the spot.</p>
<h2 id="departure-arrival-and-connections-guides">Departure, arrival and connections guides</h2>
<p>Heathrow publishes three separate assistance guides depending on your journey stage. The departure guide covers what to expect from check-in through to boarding if you are flying out of Heathrow. The arrival guide covers support from landing through to leaving the airport, including help with immigration and baggage reclaim. The connections guide is for passengers changing flights at Heathrow on a single booking, covering how assistance is arranged for the transfer between terminals as well as at each end. See the <a href="/blog/heathrow-terminal-to-terminal-transfers/">terminal transfers guide</a> for how the transfer itself works if you need to move between terminals as part of your journey.</p>
<h2 id="what-heathrow-needs-to-know">What Heathrow needs to know</h2>
<p>When you request assistance through your airline, provide as much detail as possible: the nature of your impairment or mobility difficulty, whether you are bringing your own wheelchair, mobility scooter or other equipment, and whether you are travelling with an assistance animal. If you use a mobility device with a battery, be ready to give details of the battery type so it can be handled correctly. Heathrow's assistance team can also support visits to shops or restaurants while you wait for your flight, subject to availability, so mention this to a colleague in the assistance area on the day if it would help your journey.</p>
<h2 id="can-i-get-help-if-i-havent-booked">Can I get help if I have not booked in advance?</h2>
<p>Yes, to ensure you can get help if you have a physical or cognitive impairment and did not book ahead, Heathrow will still make every effort to assist you, and its accessibility FAQs confirm this directly. However, booking in advance through your airline remains the recommended route, since it allows the right staff and equipment to be ready for you rather than arranged reactively once you have already arrived at the airport.</p>
<h2 id="hidden-disabilities">Hidden disabilities</h2>
<p>Heathrow has specific support for passengers with hidden disabilities that are not immediately visible, such as autism, dementia or chronic pain conditions. If you or someone you are helping has a hidden disability, mention this when you book assistance with your airline, since it allows Heathrow to plan appropriate support in advance, such as additional time or a quieter route through the terminal, rather than you having to explain and request it on arrival.</p>
<h2 id="travelling-with-an-assistance-dog">Travelling with an assistance dog</h2>
<p>If you are travelling with a registered assistance dog, tell your airline at the time of booking so it can pass the details to Heathrow and confirm any documentation your destination requires. Requirements vary by airline and destination country, so this should be checked well ahead of travel rather than left until the day, particularly for international flights where import rules for animals can differ significantly from UK rules.</p>
<h2 id="getting-to-and-from-heathrow-with-mobility-needs">Getting to and from Heathrow with mobility needs</h2>
<p>If you are being dropped off or collected, Heathrow's drop-off and pickup areas are signposted at each terminal; see the <a href="/drop-off/">drop-off page</a> for current charges and locations. A pre-booked taxi or private hire operator can also be asked in advance to help with mobility equipment, and confirming this when you book avoids any confusion or delay at the kerb. See the <a href="/taxis/">taxis page</a> for how Heathrow's taxi ranks and pre-booking options work.</p>
<h2 id="frequently-asked-questions">Frequently asked questions</h2>
<p><strong>How do I book special assistance at Heathrow?</strong> Contact your airline, tour operator or travel agent as soon as possible, and at least 48 hours before you travel, giving details of your impairment or mobility difficulty and any equipment you are bringing.</p>
<p><strong>Can I get wheelchair help at Heathrow if I did not book in advance?</strong> Yes, Heathrow says it will still make every effort to help you on the day, though booking ahead through your airline is recommended so the right support is ready when you arrive.</p>
<p><strong>Is there a separate guide for connecting passengers needing assistance?</strong> Yes, Heathrow publishes a dedicated connections guide covering how assistance is arranged for passengers changing flights on a single booking, including the transfer between terminals.</p>
<p><strong>Can I bring my own wheelchair or mobility scooter to Heathrow?</strong> Yes, but tell your airline in advance, including the type of any battery, so it is handled correctly during your flight.</p>
<p><strong>Does Heathrow support passengers with hidden disabilities?</strong> Yes. If a hidden disability such as autism or dementia affects your journey, mention it when booking assistance with your airline so appropriate support can be planned before you arrive.</p>
<h2 id="more">More</h2>
<p>More: <a href="/facilities/">Facilities overview</a>, <a href="/blog/heathrow-terminal-to-terminal-transfers/">Terminal transfers</a>, <a href="/drop-off/">Drop-off</a>, <a href="/taxis/">Taxis</a>, <a href="/faqs/">FAQs</a>.</p>