You’ll see changes and protective measures at every step of your journey with us, both on the ground and in the air. We want you to feel safe, confident and included when you fly with us.
Our colleagues are always available to help. They understand that you may have questions about your journey, so please just ask.
The boarding process may be different to the one that you normally experience, but you can still board first if you prefer to. Find out more about boarding our planes.
There may be some new processes in place when you travel, like using QR readers to get food and drink while in our lounges. If you are unable to use QR readers, please speak to a member of our lounge hospitality team who can support you with placing your order.
More about our lounges.
If you have mobility issues and require the use of a mobility device within the terminal building, our colleagues can give you information about the extensive cleaning routines and new manual handling procedures we have in place.
If you have a non-visible disability, you can pick up a sunflower lanyard at our dedicated assistance check-in area, located in zone A at Heathrow Terminal 5.
If you have autism or you’re travelling with a passenger with autism, take a look at our visual guide, endorsed by the National Autism Society. It can also be used to support passengers with a fear of flying, or anyone who’d like a bit of extra reassurance before their flight.
Please check the government website of the country you are travelling to for information regarding face covering rules.
If you have any other questions or concerns that are not covered here, please contact our Accessibility team (UK customers only).
We look forward to welcoming you soon.