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3. Arrivals journey – International Flights, Terminal 5 A GatesStep-by-stepjourney planner12345Terminal 5A GatesPassportcontrolBaggagereclaimCustomsExit to arrivalsWhen the aircraft dooropens there will be awalkway which will takeyou to the terminalbuilding. Signs will tellyou which of Terminal5’s three buildings youare in.Everyone arriving intothe UK from anothercountry must have theirpassport checked.If you have checkedany bags in then youwill need to collect themat Baggage Reclaim. Ifyou already have all ofyour baggage you cango straight to Customs.There are rules aboutwhat you can bring in tothe UK from overseas.Follow the yellow signs.Avoid the rush andstay seated on theplane until the crowdshave gone.It’s important that youget into the right queueand that you have anydocuments you mightneed ready.Read the “Preparationfor Passport Control”section within thisguide.Passenger ServiceAmbassadors can befound in this area,should you need anyhelp.Information screens inthe reclaim hall will tellyou where to collectyour bag from.When you see your bagremove it from the belt.There is no rush tocollect your bag it willkeep going around onthe conveyor belt untilyou can reach it.You should read theserules before decidingwhich coloured dooryou should exit through.There are informationposters in the area tohelp you decide or youcan check the UKGovernment website.Find out which exit touse before you travel.A link to the website isfeatured later in thisguide.After Customs you’llcome across somelarge automatic doorswhich lead to thearrivals hall.The arrivals hall can bevery crowded with lotsof people waiting togreet arrivingpassengers.If you’re worried aboutexiting in to the crowdtell the security officerseated near to thedoor.

4. Arrivals journey – International Flights, Terminal 5 RemoteStep-by-stepjourney planner12345Terminal 5Remote StandPassportcontrolBaggagereclaimCustomsExit to arrivalsEveryone arriving intothe UK from anothercountry must have theirpassport checked.If you have checkedany bags in then youwill need to collect themat baggage reclaim. Ifyou already have all ofyour luggage you cango straight to Customs.There are rules aboutwhat you can bring in tothe UK from overseas.When the aircraft dooropens there will besome steps and a buswill be waiting to takeyou on a short drive tothe terminal building.When you arrive at theterminal building youshould follow thesesigns.Avoid the rush andstay seated on theplane until the crowdshave gone.It’s important that youget into the right queueand that you have anydocuments you mightneed ready.Read the “gettingprepared for passportcontrol” section withinthis guide.Passenger ServiceAmbassadors can befound in this area,should you need anyhelp.Information screens inthe reclaim hall will tellyou where to collectyour bag from.When you see your bagremove it from the belt.There is no rush tocollect your bag it willkeep going around onthe conveyor belt untilyou can reach it.You should read theserules before decidingwhich coloured dooryou should exit through.There are informationposters in the area tohelp you decide or youcan check the UKGovernment website.Find out which exit touse before you travel.A link to the website isfeatured later in thisguide.After Customs you’llcome across somelarge automatic doorswhich lead to thearrivals hall.The arrivals hall can bevery crowded with lotsof people waiting togreet arrivingpassengers.If you’re worried aboutexiting in to the crowdtell the security officerseated near to thedoor.

Step-by-stepjourney planner5. Arrivals journey – UK Flights, Terminal 51234Terminal 5A GatesAutomaticDoorsBaggagereclaimExit to arrivalsWhen the aircraft dooropens there will either bea walkway, taking youdirectly in to the terminalbuilding; or you mightneed to use some stepsand a bus will be waitingto take you on a shortdrive to the terminalbuilding.If you have flown in fromanother UK airport youwill not need to gothrough PassportControl.If you have checked anybags in then you will needto turn left after theautomatic doors to collectthem .You will come acrossthese glass doors whichwill automatically openas you approach.If you already have all ofyour luggage you can gostraight to the Exit.A Security Officerpatrols this area if youneed help. There is amanual door that canbe opened by theofficer.There is no rush tocollect your bag it willkeep going around onthe conveyor belt untilyou can reach it.Follow these signs to.Avoid the rush andstay seated on theplane until the crowdshave gone.You will come acrosssome large automaticdoors which lead to thearrivals hall.Information screens willtell you where to collectyour bag from. When yousee your bag remove itfrom the belt.Visit the Informationdesk located in theArrivals Hall if youneed any help.

Passport Control PreparationStep-by-stepjourney plannerIf you have flown in from adifferent country thenbefore leaving the airportyou will need to show yourpassport to an officer at theUK Border.When you arrive at Passport Control you willsee that the area has been split into colourcoded zones.OrFollow the blue signsIf you have a UK or European Union Passport thenyou should follow the blue signs.Follow the orange signsIf your passport is not a UK or European Passport thenyou should follow the orange signs.You might be able to use an automatede-Passport gate instead of having yourpassport checked by a Border Force officer.

Step-by-stepjourney plannerPassport Control Preparation – UK / EU1Join the queue for theUK/EU desk.Once you reach the frontof the queue you shouldonly approach the deskwhen asked or gesturedto do so.2When you are at thepassport desk youshould give yourpassport to the BorderForce officer.3The officer may ask yousome questions like“where have you been?”If you do not understandthe question that you arebeing asked then youcould say to the officer:4When the officer hasfinished their checksthey will hand you backyour documents.5If you’re not surewhether you have beencleared to enter thecountry you should askthe officer.“I have communicationdifficulties please can youhelp me by re-phrasingthe question.”If you are eligible to use an e-Passport gate then we recommend that you do so. E-Passport gates areautomated, where a passport reader and camera, rather than a border officer, will verify your identity and checkyour 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 PassengerAmbassador is available to help should you need it.

Step-by-stepjourney plannerPassport Control Preparation – Non EU1Fill in a LandingCard (1 per family)2Join the queue forthe Non EU desk.Once you reach thefront of the queueyou should onlyapproach the deskwhen asked orgestured to do so.At the passport deskyou should giveyour passport,landing card (andvisa if you haveone) to the BorderForce officer.3The officer may askyou some questionsabout why you’recoming to the UK. Ifyou do notunderstand thequestion that youare being askedthen you could sayto the officer:“I havecommunicationdifficulties please canyou help me by rephrasing thequestion.”45You should keepany documents thatshow the reason foryour visit in yourhand luggage, soyou can show themif asked e.g. yourtravel itinerary, workpermit or universityletter.When the officer hasfinished their checksthey will hand youback yourdocuments.6If you’re not surewhether you havebeen cleared toenter the countryyou should ask theofficer.

Outside the airport – Transport to and fromthe airportBusTaxiUndergroundInformationHeathrow ExpressCarVisit the information desk for advice and up-to-date information onhow to get to your final destination.

Useful LinksHeathrow Websitehttp://www.heathrowairport.com/Heathrow Expresshttps://www.heathrowexpress.com/Transport for Londonhttps://tfl.gov.uk/National Expresshttp://www.nationalexpress.com/Civil Aviation Authorityhttp://www.caa.co.uk/VAT vat-notice-7041-tax-free-shopping-in-the-ukThe National Autistic holidays-trips/preparation.aspxAdditional information

ChecklistI know how to find my way around HeathrowPreparation checklistI still have questions aboutI have a plan to avoid sensory overloadI can use the step-by-step journey guide to help me prepareI know what to do at each stage of my journeyI know which signs to follow at ImmigrationI know where to pick up my checked-in bagsI know where to ask for help on the day if I needContact usIf you have any further questions or concerns please email:assistanceguide@heathrow.comI’m still worried about

GlossaryAdditional informationGate / Departure gateAirbridge/JettyAn airbridge or a jetty is a moveable bridge which is placed against an aircraft door to allowpassengers to board or disembark. They are covered passageways which connect the terminalbuilding to the aircraft. They are sometimes quite narrow and do not have any windows. If youraircraft is not parked at a gate with an airbridge, you will be taken by bus to your plane.Special Assistance AreaThere are several Special Assistance Areas in terminal 5. This is where passengers go if theyrequire assistance, or are passengers with reduced mobility. Our supplier will provide them withassistance, and if necessary push them in a wheelchair. The Special Assistance Areas canhave long waiting times and can be busy, but the agents are always there to help should youfeel like you need some assistance – see earlier in this guide to find out where they are located.AirlineAn airline is a commercial organisation that flies passengers by aircraft from one airport toanother. When you book a flight, you book it with an airline. When you pay, your airline gives youa ticket. Airlines that fly from Heathrow have their own staff and check-in desks at the airport.

GlossaryAdditional informationE-GatesImmigration checks are used throughout the departures and arrivals journey to protect ourborder and control who enters and leaves the UK. If you are an EU citizen and are over 12years old you can use the E-gates. This is an alternative to seeing a Border Force officer – theyuse 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 thanqueuing to see an officer.Landing CardA landing card is a document which non-EU passengers must fill in before going throughimmigration checks in the UK. It is a card containing personal information used by immigrationauthorities to provide passenger identification and a record of a person’s entry into certaincountries. You should be given a landing card on the plane, but if not you will find someavailable in our immigration age Reclaim BeltThe Baggage Reclaim Hall is the area where passengers collect the bags that they checked-inbefore boarding the aircraft. Bags are sent from the aircraft to the Baggage Reclaim Hall andplaced on a moving conveyor belt with other bags from that flight. To locate your belt, just lookfor your flight number or origin on the information screens and see what number belt has beenallocated. Then wait to spot your luggage. Don’t worry if you miss it the first time, they willcontinue to circulate. Sometimes it takes a while for bags to appear, so don’t panic if they arenot there straight away.

GlossaryAdditional informationInformation screensInformation 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 yourflight whenever you want. Look on the screen for your flight number. If you aredeparting, it will tell you what time to make your way to the departure gate. If youare arriving, it will tell you where to collect your baggage.Satellite BuildingsA satellite building is a smaller building detached from the main terminal. Terminal 5 has twosatellite 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 buildingsto the main terminal by following the signs to “Arrivals/Baggage Reclaim” and using thewalkway.

Take your time, try to avoid the crowds by getting off the plane last, use the walkways or wait for the next train. Use lifts. Taste and Smell Gasoline, air fresheners, perfumes, materials, food smells, cleaning products Things that might be helpful Scented handkerchief Touch Temperature, crowded areas, unfamiliar surfaces Things that might be .