Our aim is to help you as quickly and efficiently as possible, if your query is not answered below, then please contact the airport on the number listed at the bottom of the page. We have broken the questions up into six areas of information:

General travel enquiries

Airport information

Baggage

Flight information

Transport

Shopping

Please visit the Foreign & Commonwealth Office website for information on the safety of destinations worldwide.

It is advised to check in as early as possible using the guide below:

Long-haul flights – three hours prior to departure (Including El Al passengers).

• European flights – two hours prior to departure.
• UK and Ireland flights – 90 minutes prior to departure.

Please also check the instructions on your airline ticket and from your travel agent or booking website. If you are still unsure please check with your airline directly. View airline contact details.

Please visit our pet travel pages for further information and key contacts.

Please read the information on our Tips and Advice section.

If you have any further queries visit the Department of Environment, Food and Rural Affairs (Defra) website for more details. Please note, it is illegal to bring in banned products, or amounts of products that exceed any weight limits that apply. They will be seized and destroyed, and you may be liable to prosecution.

Defra website

There are different requirements for entry into the UK depending on your nationality, country of residence, country of departure and the reason/duration of your visit. Please ensure you have the necessary documents/permissions before you travel or you could be refused entry into the UK. Further information can be found at www.ukvisas.gov.uk (link will launch a new window). You can also visit our Travel Guide section for your departure airport, where our partner Columbus Travel lists information on visa requirements for the UK and many other countries.

• If you are a UK citizen/passport holder and your passport has been lost/stolen in the UK go to the UK Passport Agency website (link will launch a new window) for further instructions on reporting your missing passport and getting a replacement.
• If you are a UK citizen/passport holder and your passport has expired you should also visit the UK Passport Agency website (see above) to find out how to renew your passport.
• UK citizens who lose their passports whilst overseas should report the loss immediately to the local police and the relevant British consulate/embassy/high commission. A list of these can be found at www.britishembassy.gov.uk (link will launch a new window), and it maybe worth noting the details of the nearest embassy to your destination before you travel.
• Foreign nationals who lose their passport whilst in the UK should inform the local police and contact their relevant consulate/embassy.
• Having photocopies of all important documents (passport, visas, tickets, European Health Card (EHIC), travel insurance, driving licence, etc) and keeping them separate from the original documents, will help you resolve matters more speedily should you lose anything. If there are two or more people in your party you could exchange photocopies to minimise the chances of all documentation being lost.

BAA airports, like all other public buildings in the UK, meet the minimum standards for disabled access as laid down by the Disability Discrimination Act, but we strive to go beyond what must legally be provided. We aim to offer all our passengers good facilities, easily accessed and well signposted. We also want all our customers to feel included in the travelling experience, regardless of any special needs they may have. Visit the Special Needs pages for Heathrow Airport to find out more about the facilities available.

It might be also useful to note that most toilets include a unisex, wheelchair accessible toilet. Occasionally the accessible toilet is located inside the men's and ladies' toilets.

To find details of what airlines fly to which destinations from each of Heathrow’s four terminals please visit our destinations database.

If you have lost items within the airport itself please contact the lost property office at the airport.

If you have lost items whilst on an aircraft or airline bus, please contact your airline directly – airline numbers can be found on our destinations database.

Each BAA airport has a range of facilities to help make your journey a pleasant one. Please select a link below to take you to the Terminal A-Z pages, which list the facilities available at Heathrow Airport. If you need further help or directions when you get to the airport, please go to the BAA information desks, where staff will be happy to help you.

Heathrow Terminal 1, Terminal 2, Terminal 3, Terminal 4

The Airport Information pages of our website contain maps of each airport and its facilities. You will need to download Adobe Acrobat (available on each of the pages) to view the maps, and in some cases launch Flash. Should you be unable to do this, please remember that we have printed pocket guides, including floor-plans, available to all customers at each of our airports – they can be collected from the information desks or freestanding displays.

Please visit our Key Information pages for instructions on making connections between terminals at Heathrow and Gatwick, where you will also find more information about making flight connections.

Transferring between BAA’s south east airports is easy to do by coach or train. Please read our Travel between Airports page for further information and useful links.

We are sorry if you have had a problem with either our website or one of our airports. Please let us know your thoughts, both good and bad, and we will use your feedback to build better services for all our customers. Please visit our Feedback pages in the Contact Us section.

Yes, it is known as the Heathrow Academy and is open at weekends and during school holidays. Find out more about the Heathrow Academy.

We have a whole section dedicated to connecting passengers. Essentially you need to know which terminal you are arriving at and departing from and this will help you plan your transfer. See our Connections section.

If you are arriving from the EU, you can fly with all liquids purchased from your originating airport or on board your inbound flight, providing you have proof of purchase and the item was bought less than 24 hours previously. If you are arriving from outside of the EU all liquids must be in individual containers not greater than 100ml capacity. They must be placed in one transparent, re-sealable bag, no larger than 20cm x 20cm (8" x 8") in size, and fit comfortably inside the bag so it can be fastened closed.

If in doubt why not wait till you get to Heathrow and have cleared security. Once you have been security checked you will be able to shop at will in the final departure lounge. We have a fabulous choice of wines and spirits and all the latest fragrances – all at tax free prices. The exception is Australia. You cannot bring in any liquids over 100ml into Australia. If you are transferring to another flight before you reach your final destination, particularly within the EU, store staff may need to place your purchases in a special sealed bag. Please note if you are flying directly to the USA or Canada, you will be allowed to carry liquids. However, if you are transferring within the USA or Canada you will need to place your purchases over 100ml in your hold baggage, which all passengers have to pick up before transferring to their next flight. A few other countries may have introduced individual restrictions and our staff will be able to advise you on this.

Are toilets available in each terminal?

Yes there are. In fact most toilets include a unisex, wheelchair accessible toilet. Occasionally the accessible toilet is located inside the men's and ladies' toilets. Parents travelling with children of the opposite sex are welcome to use the unisex accesible toilets.

You can find showers in the following locations:

• Terminal 1 after security: Shower facilities are available in Urban Retreat at Terminal 1. A shower will cost £15 and for this you get a towel, a brush, soap and shampoo plus complimentary teas and coffee. You will also be able to use the lounge with its futuristic massage chairs. Urban Retreat also offers a wide range of treatments including Indian head massages, facials and nail treatment. For more details call +44 (0)20 8745 6440. If you wish to use facilities before security try out the Diamond Air lounge in Terminal 3 below.
• Terminal 2 after security: You can use the Urban Retreat facilities in Terminal 1 – it is just a five-minute walk away. If you wish to use facilities before security try out the Diamond Air lounge in Terminal 3 below.
• Terminal 4 before and after security: Showers are available before and after security.

Baggage allowances are set by each individual airline. If you cannot find this information from your ticket or booking agent, then please visit our airline database where you will find a contact number for your airline.

Essentially it is the following:

Passengers are allowed to carry ONE item of hand baggage only. The sizes are restricted to:

• 56 centimetres tall (approximately 22 inches)
• 45 centimetres wide (approximately 17.7 inches)
• 25 centimetres deep (approximately 10 inches)

We strongly advise you to pack any liquids that you don’t need whilst onboard the aircraft in your hold baggage. However, if you do need to travel with liquids, please be aware of the following restrictions which apply to all liquids you wish to carry through an airport security checkpoint:

• All liquids must be in individual containers not greater than 100ml capacity. They must be placed in one transparent, re-sealable bag, no larger than 20cm x 20cm (8" x 8") in size, and fit comfortably inside the bag so it can be fastened closed.
• Only one bag per passenger is allowed. The bag must be clear and re-sealable, such as ‘ziplock’ bags or bags with pressable seals. Larger bags or bags that are only sealable once, such as fold-over sandwich bags, are not allowed.
• Each passenger must remove their clear plastic bag from their hand baggage and place it on the conveyor belt for X-ray screening.
• Liquids in containers of more than 100ml capacity can be packed in your hold baggage.
• Exemptions to the liquids rule applies for liquid medicine or baby milk/food. 'Need more help?’.

For packing tips and information on items that must not be carried on board a flight or within your hold luggage please visit our Packing pages.

Please speak to your airline about your requirements before travelling, but be reassured that if you have a genuine medical condition (supported by a letter from your GP or hospital) then there should be no problem with taking such items on board the plane. We have more details about this in our Security Control FAQs.

All such items are prohibited from hand luggage and from being carried on board a plane on your person. Please make sure that they are packed in your hold baggage as items confiscated at security control will not be returned to passengers.

We recommend you pack undeveloped film in your hand luggage. Special arrangements can be made for photographers with large quantities of film who wish it to be carried in the hold, by arrangement with your airline. Passengers should be assured that undeveloped film carried as hand luggage is safe. Please visit our Advice for Photographers page for further information.

There are Left Baggage facilities at the airport and this link will take you through to information on prices and opening times.

Baggage delivery is the responsibility of each airline. For inquiries relating to hold baggage please contact your airline directly.

Please visit our Live Flight Arrivals database for information on flights into Heathrow Airport.

Please select an airport from the links below, and you will be taken through to our flight information pages where you can select either the scheduled or charter flight timetables.

Heathrow, Gatwick, Stansted, Southampton, Glasgow, Edinburgh, Aberdeen

Please visit our Flight Timetables, which contain information on arrival times.

Please select an airport from the links below, and you will be taken through to our Destinations and Airline database for your chosen airport.

Heathrow, Gatwick, Stansted, Southampton, Glasgow, Edinburgh, Aberdeen

Please visit our Live Flight Departures  database.

Airport tax is ‘Air Passenger Duty’ (APD) and is imposed on passengers by the government. BAA is not involved in either levying or collecting this tax. It is paid when passengers book their ticket with the airline, and collected by the government once the journey has taken place. There are different rates of APD depending on the ticket types and journey type (ie EU/non-EU).

Further information can be found at:

HM Revenue & Customs website and The Civil Aviation Authority (CAA) website. Information on airport charges, which are the charges imposed by BAA on airlines (not a tax), please see our Regulation information.

Visit our To and from the Airport pages, which have details of how to reach the airport whether you are making the journey by train, bus, coach or car.

For full information about the different types of car parking available, car park locations and prices, please visit our Car Parking Options pages.

You can pre-book your car parking by calling 0870 850 2825 (UK) or +44(0)121 410 5105 (from outside the UK) or though our online pre-booking service. And remember that by pre-booking your car parking you will, on the whole, pay a lower price than paying on arrival and, you will guarantee your space.

Please visit the To and from our Airport pages, for information about the various transport options available from Heathrow Airport.

The various routes to central London can be found in our Arriving Passengers  section.

Most operators of public transport have arrangements for passengers with special needs and information about these services can be found on our Special Needs transport pages. There are priority parking spaces and extra help on hand at our airport car parks should you be arriving at the airport by car.

Please visit our shop listings for details of all the shops, restaurants, cafes and bars, both before and after security control at Heathrow Airport. The listings include opening times, telephone numbers and a brief description of what the shop offers. If you need further information please call our shopping information line on 0870 850 2825 (UK) or +44(0)121 410 5105 (from outside the UK).

Please visit our shopping pages for information on airport savings and customs allowances or go to the HM Revenue & Customs website for full details of when tax and duty are payable. 

Please visit our WorldPoints pages where you will find all the information about BAA WorldPoints.

Our Worldwide Money Back Guarantee means you can return almost any item bought at the airport free of charge, from anywhere in the world, for a full refund. Select the link above for full details.

Yes. If you are flying to a destination within the EU (excluding UK and Ireland when flying from Heathrow) you may collect your purchases when you arrive back at the airport on your return flight. Visit our Shopping Collection  pages for full details about this service.

Please contact an individual airport on the numbers listed below for further help and information.

Heathrow Airport: +44 (0)870 000 0123

Gatwick Airport: +44 (0)870 000 2468

Stansted Airport: +44 (0)870 000 0303

Glasgow Airport: +44 (0)870 040 0008

Edinburgh Airport: +44 (0)870 040 0007

Aberdeen Airport: +44 (0)870 040 0006

Southampton Airport: +44 (0)870 040 0009

Corporate office: +44 (0)20 7834 9449