Terminal 5 Arrivals Guide

Preparing for travel

Travel advice for anxious passengers About this guide

Sections

• About this guide

• Finding your way around Terminal 5

• Sensory awareness – What you can expect • Information – Asking for help at the airport This guide is aimed at anyone who might feel a bit anxious about travelling through Heathrow. Heathrow is a large, busy airport and • Step-by-step journey planner – preparing for: the journey through the airport can seem complex especially if you • International flights arriving Terminal 5, C Gates don’t know what to expect or what is expected of you. • International flights arriving Terminal 5, B Gates Plenty of help is at hand, you just need to know where to find it. • International flights arriving Terminal 5, A Gates Over the years we’ve had a lot of experience in assisting anxious travellers and we hope that this guide will enable you to prepare for • International flights arriving Terminal 5, Remote your forthcoming trip to Heathrow and be confident in the • UK flights arriving Terminal 5 knowledge that Heathrow might be big, but we’re not scary.

We understand that everyone is different and if after reading • Preparing for Passport Control this guide you still have concerns about your arrivals journey through Heathrow, or if you just need more information, then please • Additional sources of information don’t hesitate to contact us.

• Preparation checklist Finding your way around Terminal 5 Finding your way around Terminal 5

Finding your way around Terminal 5 Signs you might see Terminal 5 is made up of 3 buildings. You’ll find plenty of information showing you The main terminal building, known where you are in your journey and what comes as A gates and two smaller next. buildings, B and C gates. The three buildings are connected via a tunnel and you can either walk or use the Transit train to travel between them.

After landing at Heathrow your pilot will be told where to park the aircraft. Because Heathrow is so busy it is not possible to tell you this information in advance. Visual Symbols You will find details on all 5 potential routes in the step-by-step Visual symbols can be seen on signs journey planning section of this throughout the terminal, as well as within this guide. guide.

In all 3 buildings there is clear signage telling you where you are. Exit Simply follow the yellow signs to Arrivals/Baggage reclaim then all routes will lead you to the Arrivals Here are some of the icons that you may see on your Arrivals journey Hall in the main terminal building Follow these yellow signs (A gates). If you have arranged for to EXIT the building. someone to meet you this is where they will be waiting for you. What you can expect Sensory awareness –

A busy airport can be a very hostile environment if you have a sensory processing disorder. There are lots of reflective surfaces, bright lights, alarms, crowd congestion and lots of unfamiliar tastes and smells. Sight Taste and Smell Touch Reflective surfaces, different Gasoline, air fresheners, Temperature, crowded We cannot offer a sensory coloured lights, digital perfumes, materials, food areas, unfamiliar surfaces smells, cleaning products friendly environment but we screens. Things that might be helpful Things that might be helpful can tell you what you can Things that might be helpful Sensory toys, multi-layer expect and help you to come Sun glasses Scented handkerchief clothing, up with a plan.

Things that might be useful: Sunglasses Sensory toys Weighted back pack Soft play area Headphones or ear defenders Hearing Balance Body awareness Using lifts instead of escalators Multi-layer clothing Tannoys, vehicle noise, Escalators, transit train, Escalators, congested areas alarms, crowd conversation, trolleys Things that might be helpful strange acoustics. Keep safe! Trolleys, escalators and Things that might be helpful Take your time, try to avoid the baggage reclaim belts can Things that might be helpful dangerous. Use lifts. If you feel dizzy or crowds by getting off the plane Music, headphones, ear faint please request a last, use the walkways or wait A wide range of snacks is available defenders. wheelchair loan or assistance. for the next train. Use lifts. to purchase from our food outlets. . Asking for help at the airport Information

Here to help locations

We have a number of locations where you can find a person to speak to if you need help.

These are located:

B Gates Level 1 Arrivals Special Help call points How to Get Assistance Assistance Area Help Call Points can be found all around Heathrow. The call point could look different If you suddenly need help during your B Gates Transit Ambassador than the picture above. A map of Help Call journey, there are several things you can position on the transit platform point locations can be found here: do: http://www.heathrow.com/airport- • Look for a person wearing the Helping Passport control Ambassador guide/getting-around-heathrow/airport-maps Hand badge. position • Use a Help Call Point Calls made from one of our Help Call points • Speak to anyone wearing an Airport ID Arrivals hall Ambassador position at are answered by our Airport Operations who can direct you in the right direction the Information desk. Centre. It is just like calling someone on • Look for a nearby here to help location loudspeaker phone. Press the button and wait for someone to answer before speaking.

Other people who can help me Please note that whilst we are passionate about transforming customer service at Can’t find help? Heathrow, we are on a journey with our Approach an hidden disabilities programme to develop Airport Worker – it to suit our passengers. We already they will be have over 1000 colleagues trained to wearing an ID. assist you and are working to expand this across our airport. Information Inside the Terminal Preparing For

Transit Train Buggies Walkway Information Desk

Electric Buggies are used to If you don’t want to use the Transit trains carry If you need help with your help passengers who can’t Transit train you could walk passengers between the onward journey then please walk very far. through the tunnel instead. main Terminal 5 building visit our information desk. and its two smaller terminal You may see them in the The walkway can be found on buildings – satellite Look for one of our Passenger buildings. Transit trains run walkway or around the Gates. level -4 and can be accessed via the lifts or using the Ambassadors, wearing purple, automatically between the and they will be happy to help They make a beeping noise so escalator or stairs from the three terminal buildings. you. The main part of Terminal 5 you know they are coming. Transit platform. is called Terminal 5A; the two smaller buildings are It takes approximately 5 called Terminal 5B and minutes to walk between C Terminal 5C. It is quicker to Gates and B Gates and an take the transit than to walk additional 5 minutes to walk to Terminal 5B or C, but it between B Gates and the Main can get busy. terminal building where you will find passport control and baggage reclaim. 1. Arrivals journey – International Flights, Terminal 5 C Gates Step-by-step journey planner

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Terminal 5 Transit to Passport Baggage Customs Exit to arrivals C Gates Terminal 5 A control reclaim You should get on the If you have checked When the aircraft door Everyone arriving in to There are rules about After Customs you’ll first available train from any bags in then you opens there will be a the UK from another what you can bring in to come across some either platform. All trains will need to collect them walkway which will take country must have their the UK from overseas. large automatic doors will take you to the main at Baggage Reclaim. If you to the terminal passport checked. which lead to the building (A gates). You you already have all of building. Signs will tell You should read these arrivals hall. you which of Terminal don’t need to buy a ticket. It’s important that you your baggage you can rules before deciding Do not leave the train at go straight to Customs. 5’s three buildings you get into the right queue which coloured door The arrivals hall can be the first stop (B gates). are in. and that you have any you should exit through. very crowded with lots You should wait until the Information screens in documents you might of people waiting to train reaches its final stop the reclaim hall will tell need ready. There are information greet arriving (Arrivals/Baggage you where to collect posters in the area to passengers. reclaim). Exit when the Read the “Preparation your bag from. help you decide or you Take the lift to Level -2 on-board announcement for Passport Control” can check the UK and exit on to the transit tells you to “please leave section within this When you see your bag Government website. train platform. the train now”. guide. remove it from the belt. Avoid the rush and If the transit is busy Passenger Service There is no rush to Find out which exit to If you’re worried about stay seated on the you can walk instead. Ambassadors can be collect your bag it will use before you travel. exiting in to the crowd plane until the crowds Follow the yellow signs found in this area, keep going around on A link to the website is tell the security officer have gone. to the Walkway. should you need any the conveyor belt until featured later in this seated near to the help. you can reach it. guide. door. 2. Arrivals journey – International Flights, Terminal 5 B Gates Step-by-step journey planner

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Terminal 5 Transit to Passport Baggage Customs Exit to arrivals B Gates Terminal 5 A control reclaim If you have checked When the aircraft door You should board the Everyone arriving in to There are rules about After Customs you’ll any bags in then you opens there will be a first available train, from the UK from another what you can bring in to come across some will need to collect them walkway which will take either platform. You don’t country must have their the UK from overseas. large automatic doors at Baggage Reclaim. If you to the terminal need to buy a ticket. If a passport checked. which lead to the you already have all of building. Signs will tell train stops but the doors You should read these arrivals hall. you which of Terminal do not open then the It’s important that you your baggage you can rules before deciding go straight to Customs. 5’s three buildings you train won’t be going to get into the right queue which coloured door The arrivals hall can be are in. Arrivals and you should and that you have any you should exit through. very crowded with lots Information screens in wait for the next train. documents you might of people waiting to the reclaim hall will tell Once on-board the train need ready. There are information greet arriving you where to collect you should only exit posters in the area to passengers. when the announcement Read the “Preparation your bag from. help you decide or you Take the lift to Level -2 tells you that you are at for Passport Control” can check the UK and exit on to the transit the final destination and section within this When you see your bag Government website. train platform. to “please leave the train” guide. remove it from the belt. Avoid the rush and If the transit is busy Ambassadors can be There is no rush to Find out which exit to If you’re worried about stay seated on the you can walk instead. found in this area, collect your bag it will use before you travel. exiting in to the crowd plane until the crowds Follow the yellow signs should you need any keep going around on A link to the website is tell the security officer have gone. to the Walkway. help. the conveyor belt until featured later in this seated near to the you can reach it. guide. door. 3. Arrivals journey – International Flights, Terminal 5 A Gates Step-by-step journey planner

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Terminal 5 Passport Baggage Customs Exit to arrivals A Gates control reclaim If you have checked When the aircraft door Everyone arriving into There are rules about After Customs you’ll any bags in then you opens there will be a the UK from another what you can bring in to come across some will need to collect them walkway which will take country must have their the UK from overseas. large automatic doors at Baggage Reclaim. If you to the terminal passport checked. which lead to the you already have all of building. Signs will tell You should read these arrivals hall. you which of Terminal It’s important that you your baggage you can rules before deciding go straight to Customs. 5’s three buildings you get into the right queue which coloured door The arrivals hall can be are in. and that you have any you should exit through. very crowded with lots Information screens in documents you might of people waiting to the reclaim hall will tell need ready. There are information greet arriving you where to collect posters in the area to passengers. Follow the yellow signs. Read the “Preparation your bag from. help you decide or you for Passport Control” can check the UK section within this When you see your bag Government website. guide. remove it from the belt. Avoid the rush and Passenger Service There is no rush to Find out which exit to If you’re worried about stay seated on the Ambassadors can be collect your bag it will use before you travel. exiting in to the crowd plane until the crowds found in this area, keep going around on A link to the website is tell the security officer have gone. should you need any the conveyor belt until featured later in this seated near to the help. you can reach it. guide. door. 4. Arrivals journey – International Flights, Terminal 5 Remote Step-by-step journey planner

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Terminal 5 Passport Baggage Customs Exit to arrivals Remote Stand control reclaim If you have checked When the aircraft door Everyone arriving into There are rules about After Customs you’ll any bags in then you opens there will be the UK from another what you can bring in to come across some will need to collect them some steps and a bus country must have their the UK from overseas. large automatic doors at baggage reclaim. If will be waiting to take passport checked. which lead to the you already have all of you on a short drive to You should read these arrivals hall. the terminal building. It’s important that you your luggage you can rules before deciding go straight to Customs. get into the right queue which coloured door The arrivals hall can be When you arrive at the and that you have any you should exit through. very crowded with lots Information screens in terminal building you documents you might of people waiting to the reclaim hall will tell should follow these need ready. There are information greet arriving you where to collect signs. posters in the area to passengers. Read the “getting your bag from. help you decide or you prepared for passport can check the UK control” section within When you see your bag Government website. this guide. remove it from the belt. Avoid the rush and Passenger Service There is no rush to Find out which exit to If you’re worried about stay seated on the Ambassadors can be collect your bag it will use before you travel. exiting in to the crowd plane until the crowds found in this area, keep going around on A link to the website is tell the security officer have gone. should you need any the conveyor belt until featured later in this seated near to the help. you can reach it. guide. door. 5. Arrivals journey – UK Flights, Terminal 5 Step-by-step journey planner

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Terminal 5 Automatic Baggage Exit to arrivals A Gates Doors reclaim When the aircraft door If you have flown in from If you have checked any opens there will either be another UK airport you bags in then you will need You will come across a walkway, taking you will not need to go to turn left after the some large automatic directly in to the terminal through Passport automatic doors to collect doors which lead to the building; or you might Control. them . arrivals hall. need to use some steps and a bus will be waiting You will come across If you already have all of to take you on a short these glass doors which your luggage you can go drive to the terminal will automatically open straight to the Exit. building. as you approach. Information screens will Follow these signs to tell you where to collect your bag from. When you . see your bag remove it from the belt. Avoid the rush and A Security Officer There is no rush to Visit the Information stay seated on the patrols this area if you collect your bag it will desk located in the plane until the crowds need help. There is a keep going around on Arrivals Hall if you have gone. manual door that can the conveyor belt until need any help. be opened by the you can reach it. officer. Passport Control Preparation Step-by-step journey planner

If you have flown in from a different country then before leaving the airport you will need to show your passport to an officer at the UK Border. When you arrive at Passport Control you will see that the area has been split into colour coded zones. Or

You might be able to use an automated Follow the blue signs e-Passport gate instead of having your passport checked by a Border Force officer. If you have a UK or European Union Passport then you should follow the blue signs.

Follow the orange signs

If your passport is not a UK or European Passport then you should follow the orange signs. Passport Control Preparation – UK / EU Step-by-step journey planner

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Join the queue for the When you are at the The officer may ask you When the officer has If you’re not sure UK/EU desk. passport desk you some questions like finished their checks whether you have been should give your “where have you been?” they will hand you back cleared to enter the Once you reach the front passport to the Border your documents. country you should ask of the queue you should Force officer. If you do not understand the officer. only approach the desk the question that you are when asked or gestured being asked then you to do so. could say to the officer:

“I have communication difficulties please can you help me by re-phrasing the question.”

If you are eligible to use an e-Passport gate then we recommend that you do so. E-Passport gates are automated, where a passport reader and camera, rather than a border officer, will verify your identity and check your passport. Once the check is made successfully, the gate opens automatically for you to walk through.

Using e-gates helps you to avoid the queues and get through passport control more quickly. A Passenger Ambassador is available to help should you need it. Passport Control Preparation – Non EU Step-by-step journey planner

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Fill in a Landing Join the queue for The officer may ask You should keep When the officer has If you’re not sure Card (1 per family) the Non EU desk. you some questions any documents that finished their checks whether you have about why you’re show the reason for they will hand you been cleared to Once you reach the coming to the UK. If your visit in your back your enter the country front of the queue you do not hand luggage, so documents. you should ask the you should only understand the you can show them officer. approach the desk question that you if asked e.g. your when asked or are being asked travel itinerary, work gestured to do so. then you could say permit or university to the officer: letter. At the passport desk you should give “I have your passport, communication difficulties please can landing card (and you help me by re- visa if you have phrasing the one) to the Border question.” Force officer. Outside the airport – Transport to and from Information the airport

Bus Taxi Underground Heathrow Express Car

Visit the information desk for advice and up-to-date information on how to get to your final destination. Useful Links Additional information

Heathrow Website http://www.heathrowairport.com/

Heathrow Express https://www.heathrowexpress.com/

Transport for London https://tfl.gov.uk/

National Express http://www.nationalexpress.com/

Civil Aviation Authority http://www.caa.co.uk/

VAT Refunds https://www.gov.uk/government/publications/vat-notice-7041-tax-free-shopping-in-the-uk

The National Autistic Society http://www.autism.org.uk/about/family-life/holidays-trips/preparation.aspx Checklist Preparation checklist

I still have questions about I know how to find my way around Heathrow

I have a plan to avoid sensory overload

I can use the step-by-step journey guide to help me prepare

I know what to do at each stage of my journey

I know which signs to follow at Immigration

I know where to pick up my checked-in bags

I know where to ask for help on the day if I need I’m still worried about

Contact us

If you have any further questions or concerns please email: [email protected] Glossary Additional information

GateAirbridge/Jetty / Departure gate

An airbridge or a jetty is a moveable bridge which is placed against an aircraft door to allow passengers to board or disembark. They are covered passageways which connect the terminal building to the aircraft. They are sometimes quite narrow and do not have any windows. If your aircraft is not parked at a gate with an airbridge, you will be taken by bus to your plane.

Special Assistance Area

There are several Special Assistance Areas in terminal 5. This is where passengers go if they require assistance, or are passengers with reduced mobility. Our supplier will provide them with assistance, and if necessary push them in a wheelchair. The Special Assistance Areas can have long waiting times and can be busy, but the agents are always there to help should you feel like you need some assistance – see earlier in this guide to find out where they are located.

Airline

An airline is a commercial organisation that flies passengers by aircraft from one airport to another. When you book a flight, you book it with an airline. When you pay, your airline gives you a ticket. Airlines that fly from Heathrow have their own staff and check-in desks at the airport. Glossary Additional information

E-Gates Immigration checks are used throughout the departures and arrivals journey to protect our border and control who enters and leaves the UK. If you are an EU citizen and are over 12 years old you can use the E-gates. This is an alternative to seeing a Border Force officer – they use facial recognition to check that you are the same person that is shown in your passport.

Just follow the instructions on the screen and insert your passport. These are quicker than queuing to see an officer.

Landing Card

A landing card is a document which non-EU passengers must fill in before going through immigration checks in the UK. It is a card containing personal information used by immigration http://photolibrary/preview/XCRB00045.jpgauthorities to provide passenger identification and a record of a person’s entry into certain countries. You should be given a landing card on the plane, but if not you will find some available in our immigration area.

Baggage Reclaim Belt The Baggage Reclaim Hall is the area where passengers collect the bags that they checked-in before boarding the aircraft. Bags are sent from the aircraft to the Baggage Reclaim Hall and placed on a moving conveyor belt with other bags from that flight. To locate your belt, just look for your flight number or origin on the information screens and see what number belt has been allocated. Then wait to spot your luggage. Don’t worry if you miss it the first time, they will continue to circulate. Sometimes it takes a while for bags to appear, so don’t panic if they are not there straight away. Glossary Additional information

Information screens

Information screens provide up-to-date information on all flights from Heathrow. There are information screens in every part of the airport so you can check on your flight whenever you want. Look on the screen for your flight number. If you are departing, it will tell you what time to make your way to the departure gate. If you are arriving, it will tell you where to collect your baggage.

Satellite Buildings

A satellite building is a smaller building detached from the main terminal. Terminal 5 has two satellite buildings – Terminal 5B and Terminal 5C. These buildings are generally much quieter, but they also have fewer facilities, shops or restaurants. You can get from the satellite buildings to the main terminal by following the signs to “Arrivals/Baggage Reclaim” and using the walkway.