London Heathrow (LHR) Airport

Guest Services and Help

 Change Airport

GUEST SERVICES AT HEATHROW AIRPORT: Listed below are: 1. Information desk locations and porter services for special needs; 2. Family services; 3. Airport Lounges; 4. Meeting at the Airport

1. An Information Desk is in each of the five Heathrow Passenger Terminals:
--Terminal 1: In the arrivals area, near the car hire desks and meeting point (open 6am-11pm).
--Terminal 2: In the main concourse on the first floor, near the payphones and meeting point (open 6am-11pm).
--Terminal 3: In the check-in area (ground floor, Zone D, open 7am-9:30pm); and in the arrivals area (ground floor, near the meeting point, open 5:30am-10:30pm).
--Terminal 4: In the arrivals area, near the taxi desk (open 5:30am-10:30pm)
--Terminal 5: The information zone is on the arrivals concourse, towards the north end of the building. Use the help terminals to find the information you need, or ask a BAA customer host if you need further assistance.

When the information desk is closed, use the courtesy telephone provided to get help 24 hours a day.

Help points / Help Stations:
Passenger help points are at key locations including terminal forecourts, car parks and baggage reclaim halls. Each help station has a map and an internal telephone which can be used to call a porter.

The porter service is free for travelers with special needs, elderly passengers and parents traveling alone with young children. Tips are not expected, or accepted, from these passengers.

2. Family Services - TRAVELING WITH CHILDREN: Available facilities and supplies you need at Heathrow, from baby changing rooms to pre-flight entertainment:

Baby changing Facilities
Baby change areas are in each terminal at Heathrow, both before and after security control – just look for signs with this symbol. Many are located alongside the toilet blocks. Food and travel essentials
Child-friendly restaurants are easy to find at Heathrow. Most provide high chairs and children's menus. If your children like to watch the planes, a number of cafés and restaurants offer a window on the airport.

Baby Supplies
Boots, the pharmacy chain, supplies baby essentials including nappies, formula milk and baby wipes.

Entertainment
(a) You can pick up free coloring packs with crayons and a coloring book from the BAA information desk in the arrivals area.

(b) WH Smith stock a wide range of magazines, comics and puzzle books to keep children entertained in the departure lounge and in the air.

(c) Jetterz Kids Club Lounge - fully supervised, for 5 to 14-year-olds is located after security control in Terminal 3 departures. It has a TV, a DVD player, reading material, toys, games and computer games. Open 8am-7pm; the cost per child is £15.00 for the first two hours (add £10.00 for more than two hours). For more information call +44 (0)7767 368 600.

(d) KLM Holideck lounge at Terminal 4
For a small fee your children will have the run of two floors of this feature lounge – the Flight Deck, with views of the runway, and the Main Deck, offering complimentary refreshments, magazines, interactive toys and games for pre-school children.

(e) Play areas at Terminal 5
Three children's play areas are aimed at toddlers through seven-year-olds. They can be found in the following locations (all are in departures, after security control): In the north-east corner, near Gate 07; at the southern end, by Gate 19; and in satellite Terminal 5B, behind the British Airways customer services desk.

TRAVEL TIPS FOR PARENTS:
Be prepared - Carry all your travel documents in one easily reached place, make sure your hand baggage meets security requirements before you leave home, work out whether you need to carry buggies or pack them in your hold baggage. Planning makes all the difference.

Time it right - When traveling with babies or young children, consider booking your flight to coincide with their sleeping routine.

Plan to take a rest - If you travel with a partner, consider booking seats apart so you can take turns sitting with the children.

Go door-to-door - Consider using a valet parking service. It doesn’t cost that much more, but saves you having to shepherd youngsters and baggage from car park to terminal.

Allow extra time - It will take longer to get around the airport if you're carrying, or walking with, young children.

The trick with toys - Bring them, but don't hand them all out at once – keep surprising children throughout the journey.

3. Airport Lounges - Book into one of Heathrow's lounges and you'll enjoy tranquility, complimentary drinks, snacks, newspapers and magazines. The following lounges are available after security control:

(a) Servisair Executive Lounge - Terminal 1 (international) and Terminal 3 - enjoy service and hospitality for up to three hours before your flight with facilities including complimentary alcoholic and soft drinks, tea, coffee and snacks; internet access, computer points, phone and fax; television and a selection of newspapers and magazines; and comfortable chairs in quiet surroundings. There is a charge for champagne, internet access, phones and faxes. This lounge is not available to passengers on UK and Ireland flights.

(b) KLM Holideck - Terminal 4 - With a dedicated business zone and three floors of entertainment for the family, the Holideck makes the perfect start to any journey.
At the main deck you find the family lounge with complimentary refreshments, newspapers, magazines and interactive toys for pre-school children. There is also an interactive zone with the latest PS2 and PSP games.
The enterprise deck is for age 16 and over and features a business area with wireless internet access, fax and phone connections; "Haven 2", a relaxing area to read or enjoy some peace and quiet; and "Bar Vela" where you can relax with a drink while watching Sky Sports or Bloomberg business news.

The upper deck for age 16 and over features a sports lounge with bar and widescreen tv; the "Haven" for quiet rest and relaxation; and offers complimentary papers and magazines.

The flight deck, high above the roof of Terminal 4 is a glazed observatory providing stunning panoramic views of the runways and airfield.

Located after security control, next to Gates 15/16, the KLM Holideck is open daily from 6:30am to 10pm. For further information call +44(0) 20 8750 9807 or book online.

Meeting at the Airport - Where to Meet - The official airport meeting points at Heathrow are marked with a square sign circle inside, a dot in the middle, with 4 arrows pointing at the dot this sign. Meeting points are in the arrivals areas of Terminals 1 through 4:
--Terminal 1: In the international arrivals area (ground floor), opposite the BAA information desk and next to the London Underground escalator.
--Terminal 2: Next to the BAA information desk on the first floor. The Costa coffee shop, also on the first floor, is a popular informal meeting point.
--Terminal 3: In the seated area in the arrivals hall (ground floor of the arrivals building).
--Terminal 4: Next to the BAA information desk in arrivals (ground floor).
--Terminal 5:The arrivals concourse is on the ground floor and exits on to the Interchange Plaza. To help you arrange your meeting place, the bridges and supporting pillars in the arrivals concourse are color-coded – just look up! From north to south, the pillars are colored purple, blue (for the rail station), green, orange and red.

Meeting someone from a flight:

Before you leave
If you're meeting someone at the airport, check if the flight by using the flight tracking at this site. For directions to Heathrow by car, train or bus - see "Parking: Directions to the Airport" or "Ground Transportation". Vehicles are not allowed to wait on the airport forecourts. If you're picking someone up by car you should use the Short Stay Car Parks.

At the airport
Information screens at the arrivals area display live flight status information. The status message would look like this: "Expected: The flight hasn't landed yet – you've time for coffee or a spot of shopping" or "Landed: Generally, allow 30 - 40 minutes after landing for passengers to clear passport control, baggage reclaim and Customs – longer at busy periods", or "Baggage in hall: Passengers should be in the arrivals area shortly".

MeetMe
MeetMe is a great new service for both passengers and meeters. The simple, sure and secure guaranteed meeting service works through easy to operate touch screen kiosks situated in the arrivals hall of all terminals. Heathrow is the world's first airport for MeetMe. There will be no searching for your driver, nor any need for hand-held signs.
INTERNATIONAL ARRIVALS AT HEATHROW AIRPORT: Airport showers and private showers and massage service is available - see "Restrooms".

Arriving at Heathrow - Arrival areas at Heathrow are in the following locations:
--Terminal 1: Ground floor (international); first floor (UK and Ireland).
--Terminal 2: First floor (at the opposite end from departures).
--Terminal 3: Ground floor of the arrivals building.
--Terminal 4: Ground floor.
--Terminal 5: Ground level.

On leaving the aircraft, follow signs for arrivals to go through passport control, baggage reclaim and Customs.

Connecting Flight If your baggage is checked through to your final destination, follow the Flight Connections signs when you leave the aircraft.

Meeting at the airport - see "Guest Services"

In the arrivals hall - Need refreshments, travel essentials or a last-minute gift? It's all at the airport. See" Restaurants and Shops".

Car Rentals - see "Rental Cars"

Special needs - see "Persons with Disabilities".

See also information under "Currency Exchange", "Banking", "Mail Center", "Business Services", "Internet".
LOST AND FOUND AT HEATHROW AIRPORT:

Heathrow's lost property office is operated by the Excess Baggage Company. There is a storage charge for items reclaimed.
The office is open from 8am-7pm, Mo-Sat, and 8am-4pm, Sun. Call +44 (0)20 8745 7727 or email: heathrow.lostproperty@excess-baggage.com.

Baggage handling and delivery at Heathrow is the responsibility of the airlines from the point of check-in to the point of collection.

If anything is left on an aircraft or an airline bus, you should contact your airline immediately.
MAIL CENTER AT HEATHROW AIRPORT:

Mail Boxes and Stamps:
Mail boxes and coin-operated stamp machines are in each terminal, usually in both departures (after security) and arrivals. You can also buy stamps at branches of WH Smith in the terminals. Be aware that you cannot mail parcels using the mail boxes, and that anything you mail may be inspected by HM Customs.

Post Office
The airport post office is in on the first floor of Terminal 2 (before security), in the arrivals and departures concourse, opposite the information desk and next to Boots pharmacy. Open: 9am-5:30pm Mo-Sat; 9am-1pm Sun/holidays.
TRAVELING WITH PETS: - Airline policies regarding pets vary widely and it is highly recommended that you contact the airline prior to making a reservation. Here are some helpful tips for traveling with pets:

Tips for Traveling with Pets:

· First, contact your airline to find out the rules and regulations they have on pet travel.
· Do not tranquilize your pet, as the effects of tranquilizers on animals at higher altitudes can be unpredictable.
· The Animal and Plant Health Inspection Service (APHIS) of the U.S. Department of Agriculture (USDA) has set up rules and regulations for the transportation of live animals, and your pet is required to be at least eight weeks old and fully weaned before traveling by air.
· Whenever possible, book a direct, nonstop flight and avoid holiday or weekend travel. Try to plan schedules that minimize temperature extremes.
· The kennel that you use must be sturdy, properly ventilated, and large enough for your pet to freely be able to stand, turn around and lie down.
· Get your pet comfortable with the kennel prior to flying; this reduces stress on your pet.
· Give your pet food and water within four hours before your flight. You will have to sign a certification of the time when you last offered food and water to your pet.
· Give yourself plenty of time for check-in so there is no rushing and everything is done properly
SMOKING AT HEATHROW AIRPORT: Heathrow is a smoke-free airport, in line with British law on smoking in enclosed public spaces. However, you will be able to smoke in designated areas outside the terminal building.

Be aware that once you have passed through security control, you will not be able to smoke anywhere in the departure lounge.

If you are catching a connecting flight at Heathrow, please note that smoking is not permitted during the connection process. You will only be able to access the outdoor smoking areas by entering the UK (via passport control), and you will then have to pass through security control to return to the departure lounge.