Help in the terminal

Where to find the Assistance areas in the terminal

Assistance areas are located in departures (before and after security) and in the  arrivals hall. If you are connecting at Heathrow and have booked assistance, you will be met at the aircraft and escorted to the appropriate Assistance area in departures.

Map locations

Terminal 2

• Before security departures: Level 5, behind Zone A
• After security departures: Adjacent to children's play area and entrance to B-gates.
• Arrivals: Additional seating and help point available opposite international arrivals

Terminal 3

• Before security departures: Level 1, above check-in zones A and B
• After security departures: Additional seating area, behind World Duty Free
• Arrivals: Opposite international arrivals on the same side as M&S Simply Food

Terminal 4

• Before security departures: Check-in Zone B, next to Excess Baggage
• After security departures: Near Gate 7
• Arrivals: Opposite international arrivals on route to the London Underground

Terminal 5

• Before security departures: check-in zone
• After security departures (A gates): opposite gate A4
• After security departures (A gates): opposite Gate A20
• After security departures (B gates): near gate B35
• After security departures (C gates): near gate C53
• Arrivals: by the orange lifts

Help points in the terminal

Help points can be found in all official car parks, designated drop-off points, and bus, train, and Underground stations. Don’t worry if you have trouble finding a help point, just ring us directly on the following numbers:

• Terminal 2: +44 (0)20 8757 2700
• Terminal 3: +44 (0)20 8757 2700
• Terminal 4: +44 (0)20 8757 2700
• Terminal 5: +44 (0)20 8283 6415

On the help points, simply use the push button or telephone to talk to our Assistance team to let them know where you are and what support you need. They will guide you through the next stage or if you are happy to wait, a colleague will come and assist you.

If you have a non-visible disability, free sunflower lanyards are available at the Assistance areas. This gives you the freedom to travel independently through the airport whilst knowing that if you need any additional support, any of our colleagues will be able to assist you.

Accessible toilets can be found throughout the airport.

Changing Places are available for departing passengers. Changing Places have additional equipment and space to use the toilets safely and comfortably.

Changing Places locations

Changing Places can be found in the following locations with links to our maps:

Terminal 2

• After security departures: Opposite gate B46
• Arrivals: Opposite Gate 18

Terminal 3

• After security departures: Opposite Gate 7

Terminal 4

• After security departures: By Gate 11A
  
• Arrivals: within international arrivals hall

Terminal 5

• After security departures: Lichfield Suite by Gate 21* 

*The Lichfield Suite offers additional facilities for travellers with more severe physical or learning disabilities, including a height-adjustable adult-sized changing bench, hoist and showers.

Induction loops are found throughout the airport (look for signs showing the 'sympathetic ear' symbol). Payphones and credit card telephones are available and are adapted for hearing aids. There are also text pay phones in the arrivals area, after Customs.

SignLive

SignLive provides online video interpreting services across Heathrow. This innovative service allows deaf passengers to communicate with the Heathrow team, by using an app which connects them to a qualified British Sign Language interpreter within seconds. SignLive is accessible 24hours and is currently available at all our Assistance host areas and from our Passenger Ambassadors. If you require the use of this service, please let one of our Assistance agents know and they will be more than happy to help.

Aira

The Aira app provides visually impaired passengers with access to on-demand, personalised assistance.

The app, which is available free of charge, connects passengers directly to a trained professional agent to provide guided assistance on demand and for advice on navigating through Heathrow and help on finding specific locations – including gates, special assistance facilities, retail outlets and restaurants.

Please note; Aira have been instructed to advise passengers that they will not be able to use their mobile phones as they proceed through security and immigration. The Aira agent will direct the customer to an assistance agent or passenger ambassador to get escorted or directed through the security and immigration process.

Assistance dogs are welcome at Heathrow and we have created a whole section to help you prepare for your visit to Heathrow and beyond.

There are reserved seating areas in every terminal within the general seating areas, marked by signs. They generally have:

• Low-level flight information screens
• An induction loop
• Arms on both sides of seats
• Space for wheelchair users.

Journey times to gates will vary depending on the terminal and your destination. To help cover these distances we provide moving walkways, lifts and a transfer shuttle in Terminal 5.

Departure gates are subject to change and prior notice will be given on the flight information screens in the terminal. You can also check departure gates with your airline at check-in.
Use our interactive map to preview all walking distances, or see below for approximate timings.

Terminal 2

All departure gates in the main terminal ('A' gates) are approximately 200m (about five minutes) from security. Gates in satellite terminal T2B ('B' gates) are 800m (about 20 minutes) from security. UK and Ireland flights depart from 'A' gates.

Terminal 3

The majority of departure gates are 800m (about 20 minutes) from security.

Terminal 4

Most departure gates are approximately 200m (about five minutes) from security. Some are 400m (about 10 minutes) from security.

Terminal 5

All gates in the main terminal ('A' gates) are approximately 400m (about ten minutes) from security. Gates in satellites T5B and T5C ('B' and 'C' gates) are 600m (about 15 minutes) from security (via transit system). Domestic and EU flights usually depart from 'A' gates, other international departures from 'B' and 'C' gates.

Heathrow maps

You can plan your route and view the distances between all locations using our interactive maps.

Staxi wheelchairs

If you require a wheelchair for your journey but don't need an agent to push you, you are welcome to use any of our purple Staxi chairs. Just pick up one up free of charge from one of our Assistance areas.

Aisle chairs

Narrow enough for to fit the aisle of the aircraft, smaller aisle chairs are used for passengers who need assistance getting onto the aircraft and into the aircraft seat.

Buggies

Buggies may be used instead of staxi chairs at certain parts of your journey within the terminal. Family members can also travel if there is space, otherwise our team will let them know where to meet you.

Help Bus

Accessible transport between terminals is available to help passengers with reduced mobility. If you have passed through Immigration and Arrivals, an Assistance bus is available from the terminal forecourts.

I-Caddy

So that we can assist as many passengers as possible, we sometimes use an i-caddy: a set of interlinkable wheelchairs in a row, pushed by an agent and an electric driver system.

Using your own equipment

You are always welcome to use your own mobility equipment. For info on how to prepare for travel, visit our Accessibility and Mobility FAQs.