Book special assistance at Heathrow by telling your airline, tour operator or travel agent at least 48 hours before you travel, ideally when you first book your ticket. Heathrow's own assistance team then takes over once you arrive, covering everything from the drop-off point through security to the gate, and from the aircraft to arrivals. The service is free.
Who is responsible for what
Heathrow makes a clear split: your airline is responsible for arranging your assistance request and for your care while you are on board the aircraft, while Heathrow itself is responsible for the support you receive at the airport. That is why the request has to start with your airline rather than the airport directly, even though it is Heathrow's team who will actually meet and help you on the day.
How to book, step by step
- Contact your airline as soon as possible, or at least 48 hours before travel. Often you can add assistance details at the point of booking your ticket, which is the simplest route.
- Give details of your impairment or mobility difficulties, including whether you use a wheelchair, a mobility scooter, or an assistance animal, so the right equipment and staffing can be arranged in advance.
- Tell your airline about your return journey too, so Heathrow can plan support for when you come back through the airport, not just your outbound flight.
- Consider completing Heathrow's online accessibility questionnaire. This generates a personalised travel guide covering every step of your journey through the airport, tailored to your specific needs, in addition to the assistance your airline arranges.
What support looks like at the airport
Once your request reaches Heathrow's assistance team through your airline, support is available at each stage of your journey:
- A departures guide covering assistance from when you arrive at the airport through to boarding
- An arrivals guide covering assistance from landing through to leaving the airport
- A connections guide for passengers changing flights at Heathrow
- A physical disability guide with detail for passengers with a physical impairment or medical condition
Heathrow publishes a Service Level Agreement setting out what passengers should expect from the assistance service, and it also runs an ongoing assistance survey and publishes assistance performance data, which is worth checking if you want to see how the service has been performing recently.
Sunflower lanyards for hidden disabilities
If your disability or condition is not visible, Heathrow's sunflower lanyard scheme lets staff recognise, without you needing to explain, that you may need extra time, patience or support. Lanyards are a discreet, well-recognised way to signal this to airport and security staff throughout your journey.
Travelling with an assistance dog
Heathrow has specific guidance for passengers travelling with an assistance dog, covering what to expect at security and throughout the airport. If you plan to travel with one, check this guidance ahead of your trip so you know what documentation or arrangements, if any, are needed at Heathrow specifically, separate from your airline's own requirements.
Getting to Heathrow and parking accessibly
Heathrow's assistance pages also link out to information on accessible transport options and parking, which is worth checking alongside your airport-side assistance booking, particularly if you are driving yourself or arranging a taxi and need step-free routes or accessible parking bays close to the terminal.
Comparing your booking routes
| Step | Who handles it | When |
|---|---|---|
| Assistance request | Your airline or travel agent | At booking, or at least 48 hours before travel |
| Airport-side support | Heathrow's assistance team | From arrival at the airport through to boarding, and on arrival back |
| Personalised travel guide | Heathrow, via online questionnaire | Any time before travel, as an addition to your airline booking |
FAQs
Answered below are the questions travellers most often ask about booking special assistance at Heathrow.