Special assistance at Heathrow is arranged through your airline, ideally at the time you book your flight or at least 48 hours before departure, and it's provided free of charge. On arrival, you're met by a member of the assistance team after you disembark and escorted through passport control, with dedicated assistance areas also available in the arrivals hall if you need further support after customs. Checked 2026.
How to book
Request assistance through your airline rather than the airport directly. Do this when you book your ticket if you can, or contact the airline at least 48 hours before you fly. Be specific about what you need, whether that's a wheelchair to the gate, help boarding the aircraft, a meet-and-greet on arrival, or help with baggage, since the type of support arranged in advance affects how you're met at Heathrow. If you're bringing your own wheelchair or mobility scooter, tell your airline that too, as it changes how it's handled at check-in and reunited with you at the other end.
What happens when you land
After you disembark, a member of the Assistance team meets you and escorts you to passport control, either on a buggy or in one of the airport's wheelchairs, depending on what was arranged. Assistance areas are positioned in the arrivals hall, including extra seating and a help point across from international arrivals, for anyone who needs further support once they're through customs, whether that's while waiting for a connection, a pickup, or onward transport.
Departing through the terminal
The same principle applies in reverse before you fly: assistance areas are available both before and after security in departures, so you don't need to arrange everything in one go. Tell the assistance point where you are in your journey through the terminal and they'll help from there, whether that's getting through security, to your gate, or boarding the aircraft itself.
Hidden and non-visible disabilities
Heathrow also runs the Hidden Disabilities Sunflower lanyard scheme, aimed at conditions that aren't immediately visible, such as autism, chronic pain or anxiety. Wearing the lanyard signals to Heathrow staff that you might need a little more time, patience or support, without having to explain your condition at every stage of the journey. It lets you travel through the airport more independently while still being visibly identifiable if you do need help. Lanyards are free and available from any of the Assistance desks around the terminals, so there's no need to arrange this in advance the way you would with airline-booked wheelchair assistance.
Getting to the terminal with an assistance need
If you're arranging transport to Heathrow, wheelchair accessible taxis can be pre-booked alongside your airline assistance request, which is worth doing ahead of time rather than on the day. If you're being dropped off by car, check the drop-off page for the terminal layout, since assistance points are generally closer to the terminal entrance than the main parking areas.
Which route to choose
Book through your airline first and as early as you can, since that's the request that determines how you're met at the gate and in arrivals. Use the terminal's assistance areas as a flexible backup if your plans change on the day, since you're not locked into a single point where you must ask for help. For the journey to and from the airport itself, arrange accessible transport separately and in advance, rather than assuming it can be sorted at the kerb.
FAQs
How far in advance should I book special assistance at Heathrow?
At least 48 hours before your flight, given directly to your airline; booking it at the same time as your flight is even more reliable.
Is special assistance at Heathrow free?
Yes. It's provided at no extra cost to the passenger and arranged through your airline rather than paid for separately.
Where do I go once I've landed?
A member of the Assistance team meets you after you disembark and escorts you to passport control; further support is available in the arrivals hall, including a help point across from international arrivals.
Can I bring my own wheelchair or mobility scooter?
Yes, tell your airline in advance, since this affects how it's handled at check-in and how you're reunited with it after your flight.
Do I need to arrange everything before I arrive at the terminal?
No. Assistance areas are available both before and after security in departures, and in arrivals, so you can ask for help at the point in your journey that suits you.
For getting to and from the terminal, compare taxi options, or check drop-off and parking details before you travel.