Contact Heathrow Airport: a directory of channels

Heathrow's main customer contact centre is 0344 335 1801. It handles general enquiries about the four operating terminals, the airport's transport links, parking, security, and the wider airport operation. The customer service lines are open 08:00 to 20:00 daily, and the online enquiry form at heathrow.com/contact-us often resolves a written question faster than the phone.

For help inside a terminal on the day (a missed assistance booking, a wayfinding question, an operational query while you are at the airport), the dedicated in-terminal assistance line is +44 (0)20 8757 2700, open 05:00 to 23:00. The same number is published as Heathrow's mobility helpline for off-site enquiries about accessibility provision.

Heathrow Express train enquiries (ticketing, refunds, timetable, lost property on the train) sit with the operator at heathrowexpress.com/contact-us. Elizabeth Line and Piccadilly Line enquiries go to Transport for London, not Heathrow.

Lost property at Heathrow is run by Smarte Carte UK on the airport's behalf. Items left in any of the four terminals (check-in halls, concourses, gates, retail and dining areas) are logged into Smarte Carte's database, which is the single starting point for a search.

• Search the database: lhr.lostandfoundsoftware.com. Items take 24 to 48 hours to appear after they are handed in.
• UK phone: 0844 824 3115 (calls charged at 7p per minute plus your provider's access charge).
• International phone: +44 20 3761 1800.
• Phone hours: 09:30 to 16:30, seven days a week.

Smarte Carte's main office is at Terminal 3 but is not open to the public for security reasons; the entire reclaim process runs online and the item is posted to a delivery address you supply. Items are held for three months from the date found, with a service fee of £0 to £25 plus delivery.

Items left on the aircraft are not handled by Smarte Carte. Cabin crew typically pass them to airline ground staff rather than to airport lost property; check the operating airline's lost-on-board form first if the item came off a plane. The full process, the costs, and the items confiscated at security (Mail and Fly) sit on the Heathrow lost property guide.

Special assistance at Heathrow is free, available at all four terminals, and booked through your airline (not through the airport) at least 48 hours before scheduled departure. The airline records the assistance code on your booking and passes the details to Heathrow's on-site assistance team, Wilson James, which staffs every terminal.

• Booked route: through the airline at the time of booking the flight, or at least 48 hours before departure by contacting the airline directly.
• Unbooked route: the green help points in every Heathrow car park, drop-off point, bus stop, rail platform, and Underground station, plus several positions inside each terminal. Lift the handset and you are connected directly to Wilson James. The unbooked route works at any hour the airport is operating but the wait is longer than for a booked arrival (typically up to 30 minutes at peak).
• Off-site mobility helpline: +44 (0)20 8757 2700, 05:00 to 23:00.
• Hidden disabilities: the Sunflower lanyard scheme is recognised across the airport. Wilson James staff trained to notice the lanyard offer additional time and help without the wearer having to explain.

The assistance code on the airline booking (WCHR, WCHS, WCHC, BLND, DEAF and others) sets the level of help the team prepares for. The full booking process, the equipment available in the terminal (self-serve wheelchairs, buggies, i-caddies), the connecting-flights flow, and the rules for travelling with your own mobility device sit on the Heathrow special assistance guide.

Complaints about the Heathrow experience (a terminal facility, signage, queues at security, an interaction with a Heathrow staff member or contractor on site) go through Customer Relations:

• Phone: +44 (0)345 600 1515, 09:00 to 17:30, Monday to Sunday.
• Online: the online enquiry form at heathrow.com/contact-us routes the complaint to the same team.
• Acknowledgement: within 72 hours.
• Investigation: up to 28 days for the substantive reply, longer for complex cases.

Use the same route for compliments and operational feedback. The full procedure is in Heathrow's customer feedback and complaints policy.

What is and is not a Heathrow complaint matters, because the responsibility splits across three parties:

• Heathrow Airport: the terminal infrastructure, parking products, the publicly visible airport staff, wayfinding, and the contracted services where the contractor sits on Heathrow's side of the line.
• The airline: the flight itself (delay, cancellation, downgrade, denied boarding), check-in service, boarding, in-flight service, and missing or damaged baggage. See the flight, baggage, and refund enquiries section below.
• A third party: lost property handled by Smarte Carte, drop-off charges and Blue Badge accounts administered by APCOA, train services run by the rail operator (Heathrow Express, Elizabeth Line, Piccadilly Line). Each carries its own complaint route.

If your complaint is about special assistance provision specifically, the escalation route if Heathrow cannot resolve it is the Centre for Effective Dispute Resolution (CEDR), an independent and impartial provider. Use the CEDR route only after raising the matter with Heathrow first.

Heathrow parking splits between Heathrow's own parking operation (Park & Ride, Terminal Parking, Meet & Greet, Valet, Priority Park & Ride, Pod Parking) and APCOA, which administers the forecourt drop-off charge and the Blue Badge account.

• Parking bookings, amendments, and refunds across any of the six official Heathrow products: the main contact centre on 0344 335 1801, or the parking management area at heathrow.com/transport-and-directions/heathrow-parking.
• Park & Ride out-of-hours transfer (between 23:30 and 04:00, by request): 020 8745 6261.
• Drop-off charge billing, disputes, and Blue Badge registration: the APCOA-run account at helpcentre.apcoa.com. The £7 forecourt charge is APCOA's billing on Heathrow's behalf; the dispute process for an incorrect charge sits with APCOA, not Heathrow customer services.
• Lost parking ticket or damage at the car park: report at the relevant car park reception on the day where possible, or use the main contact centre to start a written claim.

The £7 forecourt drop-off charge and the Blue Badge exemption process sit on Heathrow drop-off charges; the per-product detail sits on Heathrow parking.

For anything that happened to your flight or your bag, the airline is the right contact, not Heathrow. The airport runs the infrastructure; the airline runs the flight, the check-in service, the bag drop, the boarding, the in-flight service, the baggage delivery (through its ground-handling agent), and the refund and compensation process. Heathrow has no power to issue compensation, change a flight, or refund a ticket.

• Flight delay, cancellation, downgrade, denied boarding: the airline that operated the flight. UK261 sets fixed compensation bands (£220 to £520 by distance and length of delay) for flights departing UK airports. The airline has up to eight weeks to respond to a written claim. The full framework and the escalation routes sit on Heathrow passenger rights.
• Missing or damaged baggage: the airline's ground-handling agent, at the desk inside the baggage reclaim hall. File a Property Irregularity Report before leaving the hall, then track via WorldTracer using the PIR reference. The airline couriers the bag to your destination address once it is found. Detail on Heathrow baggage reclaim.
• Refunds: the airline that sold the ticket. Heathrow does not issue refunds for flight tickets.
• Escalation if the airline refuses: an Alternative Dispute Resolution provider (AviationADR or CEDR) if the airline has signed up to one, or the Civil Aviation Authority's Passenger Advice and Complaints Team if it has not.

Which airline operated your flight matters: a codeshare sold under one airline's flight number can be flown by another, and the complaint goes to the operating carrier. The airlines flying from Heathrow page lists every scheduled carrier by terminal.

The press and media channel runs through the Heathrow media centre, which carries press releases, the full-year traffic statistics, and the press office contact details. The media inbox is monitored 08:30 to 17:00 Monday to Friday, with a duty press officer available 24/7 out of hours. Filming, recording, and broadcast permissions go through the same channel via mediacentre.heathrow.com/enquiries.

Corporate and investor enquiries about Heathrow Airport Holdings sit under the company section of heathrow.com, which carries the annual reports and the regulatory filings. Heathrow's careers and recruitment information runs on a separate site, careers.heathrow.com.

The registered office for Heathrow Airport Limited (company number 01991017) and Heathrow Airport Holdings Limited (company number 05757208) is:

Heathrow Airport Limited
The Compass Centre
Nelson Road
Hounslow
Middlesex TW6 2GW
United Kingdom

The address is for formal correspondence (legal service, regulatory filings, Companies House matters). Operational queries are answered faster through the customer service channel above.

Corrections to anything published on this page or elsewhere on heathrowairport-info.co.uk (a number that has changed, a URL that no longer resolves, a process detail that has been updated, a price out of date) can be sent by email to contact@heathrowairport-info.co.uk. Include the page URL, the section heading, and the source you are citing. Feedback on missing topics or new sources uses the same channel.