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.
British Airways flights also operate to and from London Heathrow Terminal 3, as well as London City, Gatwick and Stansted 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. You must meet the following times, or you will not be allowed to travel.
Should you require any on the day ticketing assistance, please contact any of our ticketing team on one of the following Zones:
The quickest way to check in is online, 24 hours before your flight departs.
When you need to check in at the airport on the day of departure:
Check-in closes 60 minutes before long haul flights depart, and 45 minutes before short haul flights depart. Please allow enough time, e.g. in case there are any queues. Have a look at the information screens to find out which check-in zone you can use for your flight.
The following dedicated check-in desks are available:
|Zone J (The First Wing)||
If you have baggage to check in, you can go to a Self-Service Bag Drop machine at London Heathrow Terminal 5 or London Gatwick.
Alternatively, you can go to a Bag Drop desk, which are open at the following times:
|Cabin or 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 of 05:00|
If you are travelling with hand baggage only and have already checked in, you can go straight through security to the gate. If your hand baggage exceeds your allowance, you may need to check it in and charges may apply.
Let AirPortr pick up your bags from your London location and check them in for your flight with the AirPortr + Bag Check-In service, exclusive to British Airways customers.
Available for the wider London area and flights departing from Heathrow and Gatwick, except flights within the UK.
Like many airlines, we are unable to accept cash payments at many of the airports we operate from, including London Heathrow.
If you're unable to pay with a credit or debit card, you can buy a Travelex Money Card at the airport and use this instead. Remember not to throw this card away (even if it is empty) until your travel is complete. If we need to refund any costs, we will be returning these to your original form of payment.
If you're travelling on an intercontinental flight, including Moscow, St. Petersburg and Kiev, we need to check your passport and visa before you go through security.
|Any intercontinental flight and Kiev||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:
You can use a dedicated entrance to the left of North Security that offers a more seamless security process 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. After you clear security, please check the information screens at regular intervals and find out how long it will take you to get to the gate. If you use the British Airways app you will receive gate notifications directly on your mobile.
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 approximately 20 minutes 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 follow the signs to the transit train or use the moving walkway that offers easy escalator or lift access. The journey time is the same for either option.
You need to be at the gate no later than 20 minutes before the flight departs. If we have your contact details, we will try to contact you when it is about to close but we can't delay the aircraft's departure to wait for late passengers.
Pre-boarding is available to:
Make sure you're at the boarding gate early enough to be able to board before other passengers.
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.
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.
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.
Everything you need to know about flight connections with British Airways, including travelling between London airports.
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.
Help points are available:
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.
Everything about flight connections with British Airways.
If you need to stay overnight, we offer a wide range of conveniently located and easily accessible hotels.