Bag wrapping at Heathrow

Seal your suitcase, backpack, box or carry-on baggage in tough tamper-proof plastic film and it’ll be that much more secure.

The Excess Baggage Company provides baggage wrapping services at its facilities in the terminals at Heathrow.

Excess Baggage will securely wrap almost any item of luggage and can also provide packing services for outsized items.

Same Day luggage delivery between Heathrow and London

We deliver your bags to/from Heathrow & London so you can experience London Luggage Free

Service available from every Heathrow Terminal

  • No need to carry your bags around all day. Let us Deliver your luggage
  • Collect / Drop-off your bags at our Left Luggage locations
  • Your luggage will be ready for you when you arrive

How to travel luggage free

  1. Book your Luggage transfer in-store or online
  2. We deliver to / from Heathrow to your Hotel, Office or Residence
  3. You travel Luggage Free and make the most of your day
  4. Your bags will be ready for you when you arrive
  5. We also deliver to our City Centre Rail Stations Left Luggage locations

Our convenient Drop-off / Collect points are located at Excess Baggage Company Left Luggage locations available in all terminals in arrivals. You can book the same service from any of our central London Rail station locations.

We can also collect from and deliver to your Hotel, Office or Residence. Simply book online and choose a one hour collection slot.

Benefits of our London Luggage Transfer service

  • Travel to / from the airport stress free.
  • You can travel quicker & lighter
  • Convenient Collect / Drop-off Points open early until late in all terminals
Baggage and courier shipping

Excess Baggage Company offers a range of unaccompanied baggage shipping and baggage courier delivery services from Heathrow.

Arrange in advance to have your belongings packed and shipped, or just bring them to the Excess Baggage office in the terminal at Heathrow. The shipment can be processed in as little as 20 minutes.

Door-to-door baggage delivery via cargo, and courier services including DHL, UPS and many more, is available to addresses worldwide. These services are competitively priced against airlines’ excess baggage charges.

Cash machines

Cash dispensers (ATMs) are available before and after security control in every terminal at Heathrow.

Most cash machines accept UK bank and building society cards without surcharge. They also accept major credit cards.

Heathrow Meet and Assist

Would you like assistance throughout your journey within our airport? Our team of Meet and Assist agents are available to help you; guiding you through the airport, providing travel tips, and helping you complete procedures at security, immigration and baggage drop off and collection. This service is available to all passengers, on any airline, in any ticket class.

Our agents speak a range of languages, and we may be able to provide you with an agent who can assist in your language, call or email us to advise your requirements, bookings must be made no later than 48 hours before travel.

Please note:The Meet and Assist product does not include the movement of passenger luggage. Information about our Heathrow Porter service can be found here. Passengers under the age of 16 must be accompanied by a travelling adult. The Meet and Assist product is not suitable for passengers with disabilities who require additional assistance. We have a bespoke service for passengers with reduced mobility, further details on how you can book are available here.

Travelex – travel money at Heathrow

Order your travel money with Travelex for pick-up at all Heathrow Airport terminals. Benefits include:

  • Order online and pick up before you fly
  • Open from the first to the last flight – every day!
  • Four-hour pick-up on Euros, US dollars and Travelex pre-paid currency cards
  • Exclusive rates for Heathrow Rewards members
  • Earn one Heathrow Rewards point with every £10 you exchange.
Family facilities

Heathrow offers a wide range of services and facilities to help smooth the journey for parents travelling with babies and children, from complimentary kids’ meals, dedicated play areas, changing facilities to porters and family friendly parking

Tab Title

There’s lots of pre-flight fun and entertainment for your children in our free Mr. Adventure Stay & Play areas. With slides, soft play areas and separate baby and junior zones, there’s plenty to keep young ones entertained and exercised. Mr Adventure colouring-in and activity sheets are also available.

  • Stay & Play is suitable for children aged up to nine years old.
  • Play areas are unsupervised (except Terminal 3) 
  • Children must be accompanied by an adult.
  • Opening times: 06:00 to 21:00 every day.


  • Terminal 2 – Stay & Play is in the main Terminal 2A departure lounge (after security), near Gate 16.
  • Terminal 4 – Stay & Play is in the departure lounge (after security), on the way to Gates 1-6.
  • Terminal 3 – Stay & Play above the departures lounge (after security), access via stairs and lifts behind Dixons Travel
  • Terminal 5 – Stay & Play is in the main Terminal 5A departure lounge (after security), near Gate A7.

Baby changing facilities

There are baby change areas 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.

Baby food, breast milk and prepared milk

Travelling with your baby

While there are restrictions on the liquids you can take in your hand luggage, when travelling with a baby you’re allowed to take enough baby food, sterilised water, prepared baby milk and expressed breast milk (up to 2 litres) for the journey. Any additional liquids will need to be packed in your checked-in baggage.

Travelling without your baby

If you are travelling without your baby, liquid items should be stored in containers not exceeding 100ml or in your checked-in baggage. However expressed breast milk up to 2 litres is permitted even if you are travelling without your baby.

Reserve & Collect baby milk service

At Heathrow, we like to simplify travelling for everyone… including babies. Let us help you prepare your little one’s carry-on with our Reserve & Collect baby milk service. Simply order baby milk, baby food and everything you need for travelling with your baby and we’ll have it ready for you at the airport after security.

Family friendly restaurants

Child-friendly restaurants are easy to find at Heathrow, with most providing high chairs and children’s menus.

Kids eat free

Many of our restaurants take part in our Kids Eat Free meal deal to help keep little tummies full while you wait for your flight. Mr Adventure’s been out discovering delicious meals for your young explorers. Look out for the Mr Adventure signs at participating restaurants or ask at our information desk.

Kids travel free on the Heathrow Express

Good news, parents. Children aged 15 and under travel for free on the Heathrow Express when travelling with an adult. Running every 15 minutes and complete with baggage space and free TV, it’s the perfect way to save money on your family trip away. Available only through

From entertainers and children’s activities to special celebrations and promotions.


Information – Passenger Ambassadors

Need information or assistance in the terminal? Our roaming Passenger Ambassadors are here to help, wherever you are.

Whether you’re looking for flight information, directions or shopping, our team will get you quickly on your way. And when you are in the departure lounge, our team will be on hand to help you select from the best of British and international brands, as well as recommending a fabulous restaurant before you board.

Our Ambassadors are airport experts, and they’re equipped with the latest mobile technology to help them answer your questions fast.

If you need help in a different language they can arrange that too.

You’ll find Passenger Ambassadors around the airport, in arrivals and departures – look out for their purple uniforms.

If you’re travelling through Terminal 5 you’ll also find help screens, maps and leaflets in the Information Zone at Ground Level, near UK Arrivals.

Help with baggage – Help Points

If you need to call a porter, simply pick up the internal telephone at one of our passenger Help Points or press the i button. You’ll find them signposted at key locations including terminal forecourts, car parks and baggage reclaim halls.

Heathrow Wi-Fi and internet access

Need to be online while you’re on the move? You can work, browse and keep in touch via wireless broadband (Wi-Fi) or using internet-connected PCs.

Free Wi-Fi at Heathrow

There’s Wi-Fi available throughout the terminal to help you stay in touch or plan your travels. Just choose _Heathrow Wi-Fi and follow the on-screen instructions. Once registered, you’ll receive free Wi-Fi for the duration of your stay at Heathrow.

If you need help accessing or using Heathrow Wi-Fi, call Customer Care on 0808 189 1365.

Medical help and emergencies

Emergency treatment

If you require emergency medical treatment, use any internal telephone to dial 222. The operator can make sure an ambulance is quickly sent to the right part of the airport. If you need help finding a telephone, please ask a member of airport staff.

Directions for ambulances to D’Albiac House Medical Centre

Enter Heathrow via the main tunnel and stay in the near side lane. On exiting the tunnel, bear left into Chard Road and follow the one-way system left into Calshot Road. Cross over the tunnel and bear right into Calshot Way – ambulances report beneath the canopy.


Boots the Chemist has branches in all terminals at Heathrow, before and after security, where over-the-counter medicines and treatments can be bought.The branches before security in Terminal 5 also dispense prescriptions – please check your medication is available by calling +44 (0)20 8897 2629 in advance.

Multi faith prayer rooms

The Heathrow Multi Faith Chaplaincy supports staff and passengers of all faiths and those of none. The Chaplaincy team, whose members represent six major world faiths, oversee the Multi Faith Prayer Rooms and the Christian Chapel of St. George.

Prayer rooms in the terminals

There are Multi Faith Prayer Rooms in each terminal at Heathrow, offering a quiet retreat for prayer and meditation:

  • Terminal 2: departures (after security), near Gate A21
  • Terminal 2: T2B (after security), between Gates B34 and B35
  • Terminal 3: departures, Level 1 (before security) 
  • Terminal 3: departures:(after security) near Gate 24  
  • Terminal 4:check-in Zone G (before security)
  • Terminal 4: mezzanine floor (before security), near Yotel 
  • Terminal 4: departures (after security), near Gates 3 and 4
  • Terminal 5: check-in Zone A (before security) 
  • Terminal 5: departures (after security), near Gate A8 
  • Terminal 5: T5B (after security), near Gate B34 
  • Terminal 5: T5C (after security), near Gate C52 


The Heathrow Multi faith Chaplaincy may be contacted via:

Heathrow telephone information service:

0844 335 1801 (*within UK)

+44 (0)20 3368 8968 (outside UK)

*Calls cost 7p per minute plus your telephone company’s network access charge.

The chapel of St. George

+44 (0)20 8745 4261


Find out more about the Heathrow Chapel of St. George.

Phone and laptop charging


Public telephones can be found throughout each Heathrow terminal. Payment can be made using cash or cards. Wheelchair-accessible telephones and text phones for the hard of hearing are also available – ask a member of staff if you need help finding one.

UK SIM cards and mobile phone (cellphone) rental

If you need to keep in touch with home or the office whilst in the UK, pay-as-you-go SIMs or rental phones can be great value. You can pick them up in arrivals at Heathrow .

Charging mobile devices

Free Power Pole charging stations are available in all terminals, before and after security. They are compatible with UK and European plugs, and with USB cables.

Postal services

Post Office

The airport Post Office is on the first floor of Terminal 3 departures, in the public area before security ( it’s near the security control entrance).

Opening hours: Monday to Saturday 09:00 – 17:30, Sunday 09:00 – 13:00.

Telephone: +44 (0)20 8897 3463

Post boxes and stamps


You can buy stamps at branches of WHSmith in the terminals. There are also coin-operated stamp machines in each terminal.

Post boxes

Need to send a letter or postcard from Heathrow? You’ll find post boxes before and after security in each terminal.

Please be aware that you can’t post parcels using the post boxes, and that anything you do post may be inspected by HM Customs.

Postal services at security – Mail&Fly

Post the things you can’t take through security with Mail&Fly’s unique service. This applies to liquids over 100ml, such as bottles of wine and perfumes as well as sharp items, such as knives.

Simply pop your item in a Mail&Fly bag, peel off the numbered ticket and drop the bag in the dedicated box. Keep the ticket to reclaim your item at

The fee is £6 plus postage and packing* but you only pay if you want to reclaim your goods. You have six weeks to claim and items will be with you in about three days. The Mail&Fly Service at Heathrow is operated by the bagport Group.

*Postage and packing costs depend on the size, weight and destination of your item.


Lighten your load as you travel through the airport. Our friendly team of experienced porters are on hand to manage your luggage, be it small or large; one or many items within the airport.

Pre-book your Porter online, by email or by phone to guarantee a helping hand with your luggage from the terminal forecourts, central bus station and baggage reclaim hall.

Bookings must be made no later than 48 hours before travel, however, the Porters are stationed ready to help on all of the departure forecourts and the baggage halls in arrivals in every terminal.

Smoking areas

Heathrow is a smoke-free airport, in line with British law on smoking in enclosed public spaces.

Smoking is permitted in designated areas outside the terminal building.

However, please 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. It’s only possible to access the outdoor smoking areas by entering the UK (via passport control), and you would then have to pass through security control to return to the departure lounge.

Electronic cigarettes

Passengers are not permitted to use electronic cigarettes within our premises. Where you are intending to carry cigarettes in your hand luggage, please check with your airline to ensure they are allowed on board the aircraft.

Toilets, showers and water fountains


Toilets are provided throughout Heathrow, in arrivals and departures, before and after security. Most include a unisex, wheelchair-accessible toilet. Occasionally the accessible toilet is located inside the men’s and ladies’ toilets.

Parents travelling with children of the opposite sex are welcome to use the unisex accessible toilets.


Showers are available in the following lounges (fees apply)

  • Terminal 2: Plaza Premium Lounge (arrivals – public area)
  • Terminal 2: Plaza Premium Lounge (departure lounge – passenger area)
  • Terminal 3: Plaza Premium Lounge (arrivals – public area)
  • Terminal 3: No. 1 Traveller Lounge (departure lounge – passenger area)
  • Terminal 3: Regus Express Business Lounge (check-in – public area)
  • Terminal 4: Plaza Premium Lounge (departure lounge – passenger area)
  • Terminal 4: Plaza Premium Lounge (arrivals – public area)
  • Terminal 5: Aspire Lounge and Spa (departure lounge – passenger area)

Facilities may also be available to eligible passengers in the airlines’ own lounges. 

Water fountains

We have over 100 water fountains across Heathrow’s four terminals clearly sign-posted and located at most toilets where you are welcome to fill up your water bottles.

VAT refunds – reclaim UK sales tax

Who is eligible to reclaim sales tax (VAT)?

Visitors from non-European Union countries can reclaim the sales tax (VAT) on purchases from many British retailers*.

How to claim a VAT refund

To claim, first purchase goods from any store displaying the Tax Free Shopping sign. You’ll be given a tax refund form by the retailer – keep it along with your receipt

When you get to the airport, before you check-in, take your receipt and form to the Travelex VAT Refund Desk. Please ensure that you keep your goods with you when you make your claim, you may be asked to show them. High value items including watches, cameras and smartphones must be presented airside at the VAT Refund Desk.

If your claim meets all the relevant criteria, you can take your refund in cash1 – in pounds sterling or in your home currency2 . The refund is yours to spend as you wish. Even if we subsequently discover an error, we won’t ask for your money back.

How long does it take to claim a VAT refund?

Please note that the VAT Refund Desk can get busy, and we ask that you allow at least 45 minutes to complete your refund. If you are travelling at peak times, part of a group or if you are behind a tour group, the process can take longer. We ask that you ensure that you have completed your refund and checked in at least one hour before your flight.

*Conditions apply. For full details visit the HM Revenue & Customs website.
1. Cash refunds not applicable to all tax refund forms or in all cases.
2. Applies to most currencies. Travelex keeps most popular currencies in stock

Reserve your refund

Reserve your Refund service enables you the opportunity to pre book a VAT refund appointment before your flight home for only £15. Each appointment is for 30 minutes with the service available in all Heathrow terminals allowing you to claim your VAT refund at a time that suits you.

Benefits include:

  • Save time with no waiting to claim your refund
  • Choose a time that’s convenient to you
  • Personal 1-1 service
  • Available in every terminal

Follow these simple steps to reserve your refund:

  1. When organising your trip, pre book your VAT refund collection appointment by using ‘Reserve your refund’
  2. When purchasing goods in the UK, request a tax refund form from the retailer – keep these along with your receipts.
  3. On arrival at Heathrow, make sure you claim your VAT refund before you check-in. You may be asked to present your goods, so make sure they’re easily accessible.