London Heathrow Airport (LHR)
LHR / EGLL · GB · London
London Heathrow Airport (LHR): Passenger Guide & Your Rights
London Heathrow is the United Kingdom's busiest airport and one of the world's most important aviation hubs, handling over 80 million passengers per year. Located 23 kilometres west of central London in the Borough of Hillingdon, Heathrow serves as the primary hub for British Airways and Virgin Atlantic. It is also a major base for American Airlines, United Airlines, and dozens of other international carriers connecting Europe, North America, and Asia.
EC261 / UK261 Legal Status - London Heathrow
Since Brexit, the UK has its own retained version of EC261, known as UK261. All flights departing from London Heathrow are covered by UK261, regardless of airline. For flights arriving at LHR from the EU, EC261 applies only if the operating airline is EU-registered, and UK261 applies if the airline is UK-registered. For non-EU/non-UK origin flights arriving at LHR, only UK-registered airlines are covered. The limitation period in the UK is 6 years (England, Wales, and Northern Ireland) or 5 years (Scotland). The UK National Enforcement Body is the CAA (Civil Aviation Authority).
€250 - €600
Under UK261, compensation amounts mirror EC261: short-haul flights under 1,500 km qualify for £220 (≈€250), medium-haul 1,500-3,500 km qualify for £350 (≈€400), and long-haul over 3,500 km qualify for £520 (≈€600) per passenger.
- LHR → CDG (Paris CDG, ~340 km): £220 / €250
- LHR → MAD (Madrid, ~1,260 km): £220 / €250
- LHR → DXB (Dubai, ~5,470 km): £520 / €600
- LHR → JFK (New York, ~5,540 km): £520 / €600
- LHR → SIN (Singapore, ~10,840 km): £520 / €600
Heathrow operates from four active terminals. Terminal 2 (The Queen's Terminal) serves Star Alliance carriers including Lufthansa, United, and Air Canada. Terminal 3 handles oneworld partners (excluding BA), SkyTeam carriers, and various other airlines. Terminal 4 serves a mix of carriers including KLM, Air France, and several Gulf carriers. Terminal 5 is the exclusive home of British Airways and Iberia. Free inter-terminal transfers are available via the Heathrow Express shuttle and the Elizabeth Line.
Heathrow is well connected to central London by the Elizabeth Line (Paddington in 28 minutes), the Piccadilly Line (approximately 50 minutes to central London), Heathrow Express to Paddington (15 minutes), National Express coaches, and taxis. Despite its global importance, Heathrow operates with only two runways serving 80+ million passengers - making it one of the most capacity-constrained airports in the world.
Not every disruption qualifies for compensation. Understanding the most common causes of delays at this airport can help you assess your claim.
Disruption Causes
Common Disruptions at London Heathrow
- Fog and low cloud are frequent during autumn and winter, regularly causing delays and cancellations at an airport with minimal runway spare capacity
- With only 2 runways handling 80+ million passengers, Heathrow operates at 98% capacity - any disruption cascades rapidly and recovery takes hours
- British Airways' hub operation creates connection dependency, and BA's schedule is so tightly packed that a 30-minute inbound delay can cause missed connections
- Security and immigration queues, particularly in Terminals 3 and 4, can be lengthy during peak periods
- Wind and storms from the Atlantic regularly force Heathrow to switch runway direction or reduce landing rates, creating immediate backlogs
What to Do When Disrupted at London Heathrow
If your flight is disrupted at Heathrow, head to your airline's customer service desk. British Airways' customer service centre is in Terminal 5, departures level, near Zone G check-in. In Terminal 2, airline desks are on the departures level. Terminals 3 and 4 have service desks in the check-in areas. During major disruptions, British Airways also operates a dedicated rebooking facility in the T5 arrivals area. For all airlines, check whether you can rebook via the airline's app - this is frequently faster than queuing.
Step-by-Step
Your Action Plan at Heathrow
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1
Document everything - photograph departure boards, save airline notifications, and record the exact arrival delay at your final destination
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2
Visit the airline's service desk and request a written statement of the disruption cause
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3
Claim your right to care - meals after 2 hours for short-haul, hotel accommodation for overnight delays
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4
Keep all receipts for expenses - food, transport, accommodation, phone calls
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5
Submit your UK261 claim - you have 6 years in England and Wales, but filing promptly improves outcomes
Document the disruption thoroughly. Photograph the departure boards, save all notifications and emails from the airline, and request a written confirmation of the delay cause at the service desk. UK courts and the CAA's Alternative Dispute Resolution (ADR) scheme are well-established for handling flight compensation claims, and clear evidence makes the process smoother. Note the exact time you arrive at your final destination.
Your right to care under UK261 mirrors EC261: meals and refreshments after the applicable delay threshold, and hotel accommodation plus transport for overnight delays. Heathrow has multiple on-site hotels (Sofitel at T5, Hilton Garden Inn at T2, Premier Inn at T4), though they fill quickly during major disruptions - book early or ask the airline to arrange accommodation. The Elizabeth Line and Piccadilly Line provide transport to central London until approximately midnight, and night buses serve the airport throughout the night.
Claiming Tip - United Kingdom
The UK's CAA oversees airline compliance and operates an ADR (Alternative Dispute Resolution) scheme through approved bodies like CEDR and AviationADR. If your airline rejects your claim, you can escalate to the relevant ADR body for free. Alternatively, the UK small claims court (Money Claims Online) handles claims up to £10,000 and is widely used for flight compensation. The UK's 6-year limitation period is the longest in Europe, so you can also claim for older disruptions.
Frequently Asked Questions
Here are answers to the most common questions about claiming EC261 compensation for flights at this airport.
Does UK261 or EC261 apply to my flight from Heathrow?
For flights departing from Heathrow, UK261 always applies - regardless of airline. If you are flying from Heathrow to an EU destination on a non-EU, non-UK airline, UK261 still covers you because the departure airport is in the UK. If you are arriving at Heathrow from the EU, EC261 applies only if the airline is EU-registered (e.g. Lufthansa, Air France), while UK261 applies if the airline is UK-registered (e.g. British Airways). For arrivals from outside the EU/UK, only UK-registered airline flights are covered by UK261.
Heathrow's runway capacity caused my delay. Is the airline still liable?
Yes. Heathrow's two-runway constraint is a well-known, structural limitation. Airlines choose to operate from Heathrow knowing these constraints, and courts do not accept runway congestion as an extraordinary circumstance. If air traffic flow restrictions at Heathrow caused your delay, the airline is generally still liable for compensation. This is one of the most common successful claim types at Heathrow.
Can I claim in GBP or EUR for a Heathrow disruption?
Under UK261, compensation is denominated in GBP (£220, £350, or £520). Under EC261 (applicable when an EU airline is involved), compensation is in EUR (€250, €400, or €600). If you submit a claim through a UK court, amounts will be in GBP. If you submit through an EU NEB or court, amounts will be in EUR. The practical difference is small due to exchange rate equivalence.
Airport Information
Check Your Compensation
Enter your flight details to see if you qualify for up to €600 per person.