Help and contacts
See our FAQs and contact information for any questions about your journey.
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Voted the best airport terminal in the world for the fifth year running (Skytrax World Airport Awards 2012-2016), Terminal 5 offers a seamless airport experience with stylish shops, restaurants and luxurious lounges.
Whether you’re departing from, arriving into, or connecting at Heathrow Terminal 5, you will find all the information you need for an easier journey through the airport below.
You can find maps of Terminal 5 on the airport's website.
British Airways flights also operate to and from London Heathrow Terminal 3, as well as London City and London Gatwick airports. Check which London airport and terminal your British Airways flight will depart from or arrive into.
The Departures area is located on the top floor of Terminal 5. Please ensure you meet the following times so you don't miss your flight:
You must check in no later than 45 minutes before your flight departs.
You can check in online 24 hours before your flight departs:
You can also check in at the airport on the day of departure.
The following dedicated check-in desks are available in Terminal 5:
Once you have checked in, please drop off your checked baggage at a Bag Drop desk. The opening times are:
|Travelling in.../Executive Club tier||Opening times|
||From 05:00 on the day of departure|
||From 3 hours before your flight departure time, but not before the earliest opening time at 05:00|
If you're travelling on an intercontinental flight, including Moscow, St. Petersburg, Kiev and Tripoli, we need to check your passport and visa before you go through security.
|Any intercontinental flight, Kiev and Tripoli||Zones B, C or G|
|Moscow and St. Petersburg||Zone G|
You must enter airport security at least 35 minutes before your flight departs.
Fast Track security lanes are available to:
Fast Track customers departing from Terminal 5 can use a dedicated entrance to the left of North Security. This facility offers a more seamless security process for our premium customers, and leads directly in to the North Fast Track security lanes.
If you are travelling to a UK or Republic of Ireland destination, a digital photograph of you will be taken at airport security. When boarding the flight, the photograph will be checked. Once checks are complete, all photographs will be deleted.
Gate information at Heathrow airport becomes available shortly before the flight opens. Please check the information screens at regular intervals and make sure that you're at your gate no later than 20 minutes before the flight departs so you don't miss your flight.
A, B or C Gates?
Terminal 5 is made up of three buildings: Terminal 5A, Terminal 5B and Terminal 5C. Please check if your flight departs from the main terminal (A Gates), B Gates or C Gates.
It takes approx. 20 min to get to B Gates or C Gates so please always ensure your flight is displayed on the screens before leaving the main terminal. Then please follow the signs to the transit train or use the moving walkway that offers easy escalator/lift access. The journey time is the same for either option.
If you use the British Airways app you will receive gate notifications directly on your mobile.
There are lots of things to do at the airport before your flight departs. Whether it’s Duty Free shopping, relaxing in the lounges, picking up last minute essentials, keeping the children entertained or catching up on emails using the free Wi-Fi, you can certainly make the most of your time.
Access to the lounges is based on your travel class and/or frequent flyer membership status.
Terminal 5 has five elegant departures lounges located in Terminal 5A and Terminal 5B. If your flight departs from Terminal 5C, please use the lounges in Terminal 5A or 5B, ensuring you leave the lounge at least 40 minutes before your departure time so you don't miss your flight.
|Lounge||Location||Opening times||Available to|
|Galleries First Lounge||Terminal 5A (South)||05:00 – 22:30||
|Concorde Room||Terminal 5A (South)||05:00 – 22:30||
|Galleries Club Lounge||Terminal 5A (North and South) and Terminal 5B||
Terminal 5A: 05:00 – 22:30
Terminal 5B: 05:30 – 22:30
If you are travelling in First or Club World, or you are an Executive Club Gold Member flying long haul you can relax before your flight with a complimentary treatment at the Elemis Travel Spa.
You can find the Elemis Travel Spa next to the departures lounges in Terminal 5A South and 5B. it is open from 07:00 to 21:00.
You must be at the boarding gate at least 20 minutes before your flight departs.
Priority boarding is available to families with small children and customers requiring special assistance.
Fast Track boarding is available to:
London Heathrow is a large airport and for international flights it usually takes about 40 minutes to get to the Arrivals hall.
If you have an EU passport with a chip in it you can use the automatic ePassport gates.
Fast Track Immigration is available from 05:15 to 22:30 for the following non-EU passport holders:
After passport control, follow the yellow signs for 'Arrivals/Baggage reclaim' and look for your flight on the information screens to see which carousel your bags will arrive on.
Once you have your baggage, you may need to pass through customs. You can find more information on allowances and restrictions on the GOV.UK website.
If you're travelling in First or Club World, or are an Executive Club Gold Member travelling on a long haul flight, please feel free to visit the Galleries Arrivals Lounge.
It is situated on the first floor of the main terminal building (Terminal 5A) and can be accessed using the green lift. Here you can freshen up with an invigorating power shower, help yourself to delicious food and drink or prepare for work. The lounge is open from 05:00 to 14:00. Capacity restrictions apply so you won't be able to bring guests into the Arrivals lounge.
While the valet service presses your suit, enjoy a complimentary treatment at the Elemis Travel Spa and leave looking as good as you feel. The Elemis Travel Spa is open from 06:00 to 14:00.
If you have an onward flight you can find out more about connecting at London Heathrow on our flight connections page.
If you need additional help for your journey, e.g. for getting through the airport, boarding the aircraft, or reaching your onward travel connections, please let us know at least 48 hours before you travel at Manage My Booking and we can arrange this for you with Heathrow airport.
You can find help points at the airport:
The Lichfield Suite (Changing Places) offers additional facilities for travellers with more severe physical or learning disabilities, e.g. a height-adjustable adult-sized changing bench, hoist and showers. It is located after security in Terminal 5A, opposite Gates A20 and A21.
Terminal 5 is on the Western Perimeter Road and has its own separate access road, reached from junction 14 of the M25 (if you're coming from the M4, exit at junction 4b and follow the M25 south to junction 14). The postcode for satellite navigation is TW6 2GA.
If you are meeting someone from an arriving flight you must use the Short Stay Car Park. If you are bringing someone to the airport follow the signs for 'Departures' to drop them off.
Make your journey easier with our parking partners. Leave your car at a nearby car park with quick transfers, drop it off right outside the terminal with valet parking, or combine an overnight stay with parking and transfers at an airport hotel.
See our FAQs and contact information for any questions about your journey.
Information about flight connections with British Airways at London Heathrow.
If you need to stay overnight, we offer a wide range of conveniently located and easily accessible hotels.