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Terminal 3Arrivals GuidePreparing for travelTravel advice for anxious passengers
About this guideSections About this guide Finding your way around Terminal 3 Sensory awareness – What you can expect Information – Asking for help at the airportThis guide is aimed at anyone who might feel a bit anxious Step-by-step journey plannerabout travelling through Heathrow. Heathrow is a large, busyairport and the journey through the airport can seem complex Preparing for Passport Controlespecially if you don’t know what to expect or what isexpected of you.Plenty of help is at hand, you just need to know where to findit. Over the years we’ve had a lot of experience in assisting Additional sources of information Preparation checklistanxious travellers and we hope that this guide will enable youto prepare for your forthcoming trip to Heathrow and beWe understand that everyone is different and if afterconfident in the knowledge that Heathrow might be big, butreading this guide you still have concerns about yourwe’re not scary.arrivals journey through Heathrow, or if you just needmore information, then please don’t hesitate to contact us.
Finding your wayaround Terminal 3Finding your way around Terminal 3Signs you might seeShort StayParkingYou’ll find plenty of information showing youwhere you are in your journey and what comesnext.Visual SymbolsFinding your way around Terminal 3Visual symbols can be seen on signsthroughout the terminal, as well as within thisguide.Terminal 3 is just one building with long piers where the aircraft park. It hasGates numbered from 1-42.After landing at Heathrow your pilot will be told where to park the aircraft.Here are some of the icons that you may see on your arrivals journey:Because Heathrow is so busy it is not possible to tell you this information inadvance, but don’t worry, there are lots of signs and all routes lead to the exit.In Terminal 3 there is clear signage telling you where you are. Simply followthe yellow signs to Arrivals/Baggage Reclaim and you will eventually reach theArrivals Hall. If you have arranged for someone to meet you this is where theywill be waiting for you.Follow these yellow signsto EXIT the building.
What you can expectA busy airport can be a veryhostile environment if youhave a sensory processingdisorder. There are lots ofreflective surfaces, brightlights, alarms, crowdcongestion and lots ofunfamiliar tastes and smells.We cannot offer a sensoryfriendly environment but wecan tell you what you canexpect and help you to comeup with a plan.SightReflective surfaces, differentcoloured lights, digitalscreens.Things that might be helpfulSun glassesSensory awareness–Taste and SmellTouchGasoline, air fresheners,perfumes, materials, foodsmells, cleaning productsTemperature, crowdedareas, unfamiliar surfacesThings that might be helpfulScented handkerchiefThings that might be helpfulSensory toys, multi-layerclothingThings that might be useful:SunglassesSensory toysWeighted back packSoft play areaHeadphones or ear defendersHearingBalanceBody awarenessTannoys, vehicle noise,alarms, crowd conversation,strange acoustics.Escalators, trolleysEscalators, congested areasThings that might be helpfulThings that might be helpfulThings that might be helpfulUse lifts. If you feel dizzy orfaint please request awheelchair loan or assistance.Take your time, try to avoid thecrowds by getting off the planelast and use lifts instead ofescalators.Music, headphones, eardefenders.Using lifts instead of escalatorsMulti-layer clothingKeep safe! Trolleys, escalators andbaggage reclaim belts candangerous.A wide range of snacks is availableto purchase from our food outlets.
Asking for help at the airportInformationHere to help locationsWe have a number of locationswhere you can find a person tospeak to if you need help.These are located:Help call pointsHelp Call Points can be found all aroundHeathrow. The call point could look differentthan the picture above. A map of Help Callpoint locations can be found around-heathrow/airport-mapsCalls made from one of our Help Call pointsare answered by our Airport OperationsCentre. It is just like calling someone onloudspeaker phone. Press the button andwait for someone to answer beforespeaking.Other people who can help meCan’t find help?Approach anAirport Worker –they will bewearing an ID.How to Get AssistanceIf you suddenly need help during yourjourney, there are several things you cando: Look for a person wearing the HelpingHand badge. Use a Help Call Point Speak to anyone wearing an Airport IDwho can direct you in the right direction Look for a nearby here to help locationPlease note that whilst we are passionateabout transforming customer service atHeathrow, we are on a journey with ourhidden disabilities programme to developit to suit our passengers. We already haveover 1000 colleagues trained to assist youand are working to expand this across ourairport.Passport Control – There will bean ambassador dressed in purple beforeyour immigration checks.ArrivalsAmbassador position at theInformation desk.
InformationInside the TerminalConnections AreaWhen you disembark theaircraft you will see one setof signs for “Arrivals” (inyellow) and one set of signsfor “Connections” (inpurple). The connectionssigns are for thosepassengers that are notstopping in the UK, but aretransferring to anothercountry.Only follow these signs ifyou are a connectingpassenger – otherwise justfollow the yellow signs.If you are connectingpassenger and needspecific assistance pleasecontact us with details ofyour journey.BuggiesElectric Buggies are used tohelp passengers who can’twalk very far.You may see them in thewalkway or around the gates.They make a beeping noise soyou know they are coming.Preparing ForPiersIt is quite easy to find your wayaround terminal 3, but it cansometimes be quite a long walkthrough the building to get fromyour aircraft to passportcontrol. Travelators areavailable if you wish to usethem. Once you disembark theaircraft there will be toiletslocated along the walk topassport control, and yourroute will be clearly signposted.InformationIf you need help with youronward journey then pleasevisit our information desk, orlook for one of ourambassadors who will bewearing purple.They will be able to give youinformation on the HeathrowExpress and the LondonUnderground and will help youto plan your journey.
Step-by-stepjourney planner3. Arrivals journey – International Flights, Terminal 312345Terminal 3PassportcontrolBaggagereclaimCustomsExit to arrivalsWhen the aircraft dooropens there will be awalkway which will takeyou to the terminalbuilding.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 intothe UK from overseas.Follow the otherpassengers up thewalkway and look forthe yellow signs whichwill direct you towardsthe immigration area.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 into the crowdtell the security officerseated near to thedoor.
4. Arrivals journey – International Flights, Terminal 3 RemoteStep-by-stepjourney planner12345Terminal 3Remote 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 baggage you cango straight to Customs.There are rules aboutwhat you can bring intothe 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 “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.
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:“I have communicationdifficulties please can youhelp me by re-phrasingthe question.”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.The immigration halllooks slightly different ineach terminal, but alllook similar to thesephotos.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 byre-phrasing 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.The immigration halllooks slightlydifferent in eachterminal, but all looksimilar to thesephotos.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 or speak to an ambassador for advice andup-to-date information on how 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 passport controlI 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.Information screensInformation screens provide up-to-date information on all flights from Heathrow.There are information screens in every part of the airport so that you can checkwhen your flight is departing. As an arriving passenger, you will need to use ourinformation screens to find out where to collect your baggage.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. The gates may look slightly different in each terminal.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 aircraft, 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.
Take your time, try to avoid the crowds by getting off the plane last and use lifts instead of escalators. 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 helpful
