Special assistance at Gatwick and Heathrow: how to book it
The airports' free special assistance is one of the best-kept secrets in travel. Plenty of people don't know it exists, or assume it's only for wheelchair users. So here's how it works, written by the people who drop off at Gatwick and Heathrow every day.
The short version
It's free. You book it through your airline, not the airport, ideally when you book and at least 48 hours before you fly. Then a member of the airport team helps you from the terminal to your seat, and from the plane to the exit when you land.
Who can ask for it?
Far more people than you'd think. You don't need to use a wheelchair. If your mum gets tired walking long distances, if your dad's hearing isn't what it was, if someone in the family lives with dementia, autism or anxiety, or you're still getting over a hip operation, it's there for you.
A good rule: if you're wondering whether to book it, book it. It costs nothing, and on the day you can always say "thanks, I'm fine from here".
How to book special assistance
Go to "Manage my booking" on your airline's website or app, or give them a ring. Tell them what would help: a wheelchair to the gate, help up the aircraft steps, someone to walk you through security, or a hand off the plane when you land.
If you're taking medical equipment on board, mention that too, because some items need extra paperwork and the airline likes 48 hours' notice.
On the day, head to the assistance desk inside the terminal. Can't see one? Look for a help point on the forecourt or in the car park, press the button, and they'll come to you.
Special assistance at Gatwick
Both the North and South Terminals have assistance desks, and there are help points dotted around the car parks and forecourts. One thing people are always relieved to hear: if you've booked assistance, your family can stay with you through security. Gatwick also gives out sunflower lanyards for hidden disabilities.
Not sure which Gatwick terminal you need? Our Gatwick North or South guide lists every airline.
Special assistance at Heathrow
It's available at all four terminals, with assistance areas before security, after security and in arrivals, plus help points outside. It's booked exactly the same way, through your airline, at least 48 hours ahead. If you're flying from Heathrow, our Heathrow terminals guide tells you which terminal your airline uses (and it isn't always the one you'd expect).
The sunflower lanyard 🌻
It's a green lanyard covered in sunflowers, and it quietly tells airport staff you might need a bit more time, patience or help, without you having to explain anything. Most UK airports recognise it, and you can pick one up free from the assistance desk.
Here's the bit that catches people out, though: wearing the lanyard doesn't book assistance. If you'd like someone with you through the airport, you still need to arrange it with your airline.
Forgot to book it?
Don't panic. Go to an assistance desk or press a help point and they'll still help. People who booked ahead are looked after first, so just allow a bit of extra time. Our when to leave for the airport planner works out a sensible pickup time from your flight.
The part the airport doesn't cover: getting there
The airport's help starts at the terminal door. But for most families, the worrying starts much earlier. Who's going to carry the cases? Will Mum be rushed? Will anyone actually walk her in, or just drop her at the kerb and drive off?
That's why we started Airlink Assist. We collect from the front door, carry every bag, park up and walk in at their pace, stay through bag drop, and hand them over in person to the airport's assistance team.
We message the family as we go, and on the way home we wait with the assistance team and carry the cases right into the hall.
It's £75 each way on top of the fixed fare: Worthing to Gatwick is £80 and Worthing to Heathrow is £120, with parking and waiting included. Folding wheelchairs and walking frames go in the boot, though to be honest with you, our cars aren't wheelchair-accessible yet. We also cover Brighton, Hove, Shoreham, Littlehampton and the villages in between.
Don't just take our word for it: have a read of what our passengers say.
Questions we get asked
Is airport special assistance free?
Yes, completely. Special assistance at Gatwick, Heathrow and every other UK airport is free for anyone who needs it.
Do I book special assistance with the airline or the airport?
With your airline (or your travel agent or tour operator). They pass the request on to the airport's assistance team, so there's nothing to book with the airport itself.
How far in advance should I book airport assistance?
Ideally when you book your flight, and at least 48 hours before you fly. Leave it later and you'll still be helped, but you might have a wait on the day.
Can my family stay with me if I have special assistance?
Yes. If you've booked assistance, the family travelling with you can stay with you through security.
Do I need to use a wheelchair to ask for assistance?
No. It's for anyone who'd find a big airport hard on their own: older travellers who tire easily, people with sight or hearing loss, dementia, autism, anxiety or any hidden disability.
Does wearing a sunflower lanyard mean I'll get assistance?
No. The lanyard quietly tells staff you may need a bit more time or help, but it doesn't book anything. You still need to arrange assistance through your airline.
Does airport assistance help me get to the airport?
No, it starts at the terminal. Getting there with the cases is the part families worry about most, and that's what our Airlink Assist service is for.
We checked this against guidance from Gatwick, Heathrow and the Civil Aviation Authority in November 2026. Every airline does things slightly differently, so do confirm the details with yours. More from us: Gatwick North or South? · Which Heathrow terminal? · Family airport transfers · All our guides