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You’ll see changes at every step of your journey with new protective measures 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 you and understand that you may feel anxious so please just ask if you have any concerns.

Key changes you’ll experience when you travel with us:

Social distancing measures and hand sanitiser stations are in place throughout all airports.

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 the boarding process.

There may be some new processes in place such as using QR readers to order food in our lounges.

More about changes in our lounges.

If you have hearing loss

If you have hearing loss, our colleagues can lower their masks (at a safe distance) or can use their phones to help communicate. Just let them know what works best for you.

If you have vision loss

If you have vision loss, let our colleagues know how you want to navigate through the airport environment and how you would like to be personally guided.

If you have mobility issues

If you have mobility issues, our colleagues can give you information about the extensive cleaning routines and new manual handling procedures we have in place.

If you have a hidden disability

If you have a hidden disability such as autism, you can view our updated visual guide which may help you before you travel. If you fall into one of the UK government's exemption categories for wearing a face covering, then you must carry an exemption card. We also have sunflower lanyards available at our dedicated assistance check-in area located in zone A at Heathrow terminal 5.

Face covering exemption

If you need information about the UK government's face covering exemption you can find out more here.

Booking assistance

To book assistance with us please first make your booking and then add the assistance you require in Manage My Booking using your booking reference and surname.

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.