A travelling guide for Deaf passengers

A guide for passengers with hearing loss to help them have a smooth and seamless airport experience

Maria Asaad
Airport news,
In light of Deaf Awareness Week, we want to highlight some of the services available here at Heathrow for passengers who are Deaf or have a hearing impairment.
If you are Deaf, have hearing loss or use British Sign Language (BSL), there are services available at Heathrow to make your journey easier. This guide will cover what to expect and how to get the right support.

Connect through Convo 

Convo is a platform connecting passengers with qualified British Sign Language (BSL) interpreters. This free service is available for passengers travelling through Heathrow. There’s no need to download an app or to pre-book. All you need to do is scan the QR codes, located in key areas at the airport, and get instant access to a qualified British Sign Language (BSL) interpreter.

Look out for the QR codes in the assistance host areas, scan the code with your phone, and you’ll get connected right away. 

Tailored Travel Guide

You can get a free, personalised guide to travelling through the airport, tailored to your specific needs. Just complete our online questionnaire to share your travel details and accessibility needs and get an online guide covering every step of your journey through the airport. 

Assistance and accessibility

Requesting assistance

If you would like assistance at the airport, contact your airline at least 48 hours before your flight so arrangements can be made in advance. The assistance team can help you with:

  • Check-in and security
  • Getting to and from your gate
  • Visiting shops and restaurants in the terminal

If you're arriving at Heathrow, a member of the team can meet you from the plane, support you through immigration and help you to collect baggage.

If you didn't pre-book, you can still get assistance in the terminal. Just look out for the host areas or help points. 

 

Request assistance at Heathrow
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Going through security

If you use a hearing aid, you may want to know what to expect at security. You don’t need to remove hearing aids when going through security, and they shouldn’t set off the metal detectors. However, you may wish to let a security colleague know that you have a hearing aid; they’re trained to handle all kinds of accessibility needs and medical devices. Private searches are available on request, and you’re welcome to have someone with you.

Announcements in the terminals 

Some passengers who are Deaf or have hearing loss may be concerned about missing Tannoy announcements in the terminal. But please be reassured that boarding gates and flight status are announced on the flight information display screens in the terminal rather than via Tannoy announcement. You can also check the Heathrow app for all the latest information about your flight.

There are also induction loops located around the airport. Look for the ‘sympathetic ear’ symbol indicating where the loops are installed. 

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Using the Heathrow app

Heathrow app makes navigating the terminal easier.

  • Flight updates: Get real-time gate changes and boarding alerts, direct to your phone.
  • Interactive maps: Find shops, restaurants, and accessible routes around the airport, from check-in to your gate.
  • Parking and transport: Compare parking options and plan your journey.

 

Download the Heathrow app
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