1. A welcome that’s just for you
Heathrow Upgrade
Heathrow Meet & Assist I Heathrow Porter I Heathrow Buggy
2. Contents
Heathrow Meet and Assist 4
Heathrow Porter 7
Heathrow Buggy 7
Heathrow Upgrade 8
Heathrow Rewards 11
2 Heathrow Upgrade | A welcome that’s just for you
3. At Heathrow we’re known for our friendly welcome and helpful employees.
But some passengers prefer an even more personal service – someone to
greet them by name, speak a familiar language, help with airport formalities,
manage their bags or speed them faster through the terminal.
You can choose some or all of these one-to-one services with Heathrow Upgrade. It doesn’t matter which
airline or ticket type you’re flying with – Heathrow Upgrade lets you enjoy your own personalised welcome.
Heathrow Meet & Assist
A smiling face to meet you when you arrive or depart, and guide you through the airport to your flight
or onward travel.
See page 4
Heathrow Porter
Someone to carry your bags to your check-in desk or from your luggage carousel, and all the way to or
from your train, car or coach.
See page 7
Heathrow Buggy
A faster and less stressful airside journey by buggy to or from your aircraft gate. Arrive ahead of your
fellow passengers.
See page 7
Choose how you want to be
met, helped or escorted
Tailor your airport welcome with Heathrow Upgrade
Call 020 8745 6011 now to book
A welcome that’s just for you | Heathrow Upgrade 3
4. 4 Heathrow Upgrade | A welcome that’s just for you
Heathrow Meet & Assist
A smiling face and a guiding hand
An unfamiliar airport can be daunting. But not when you have a Meet & Assist Agent to guide you
through the terminal and the formalities of immigration, customs and security.
Your Agent will know your name and the detail of your travel plans. When they greet you, they’ll be
holding a board with your name on it. They’re all excellent linguists, so there’s a good chance they’ll also
speak your language.
Landing at Heathrow
• Your welcome to Heathrow and the UK begins when we welcome you from your flight. We’ll be
waiting for you at the top of the air bridge as you enter the terminal building
• A guiding hand through passport control, baggage collection (including porters if needed)
and customs
• Onwards to waiting friends in arrivals, or to your train, car, taxi or coach.
Flying out from Heathrow
• We’ll meet you at the kerbside on the terminal forecourt, in your car park or from your incoming train
or coach
• A guiding hand through check-in, passport control and security
• Onwards to your departure lounge and, in good time, to your departure gate
• Help with VAT refunds
• Access arranged to a private lounge if required.
Connecting through Heathrow
• A smooth and stress-free connection between flights
• We’ll meet you from your incoming flight, guide you through our Flight Connection Centre and check-
in formalities, and on to your departure lounge and departure gate
• If you have to change terminals, we’ll be by your side all the way
• Access arranged to a private lounge if required.
Call 020 8745 6011 to book your welcome
7. Heathrow Porter
A smiling face and a guiding hand
Leave your bags to us. When you land at Heathrow, we’ll lift them from the carousel, then take them all the way
to your onward travel. When you fly out, we’ll take them from your car, train or coach to check-in.
If you need anything else, such as help with VAT refunds or advice on terminal facilities and flight details, just ask.
If you want to travel faster or in greater comfort through the terminal, the Heathrow Buggy takes you to your
destination sooner.
The Heathrow Buggy is for all passengers – arriving, departing or connecting. It carries you and your hand
luggage from your aircraft to passport control. Or it takes you from security all the way to your departure gate.
The buggy whisks you through the airside half of the terminal faster than your fellow passengers.
Call 020 8745 6011 to book your porters or buggy
Heathrow Buggy
Faster and easier travel through the terminal
A welcome that’s just for you | Heathrow Upgrade 7
8. Not all passengers are the same. Some expect or deserve special treatment – business travellers,
corporate guests, group travellers, parents with babies or toddlers, the elderly, the infirm or passengers
in a hurry. Heathrow Upgrade is for anyone who believes in extraordinary service.
• Friendly service open to all passengers, no matter what airline they’ve chosen or ticket they carry
• Someone to meet you at the kerbside or from your flight
• A trusted multilingual escort
• Help with check-in, passport control, baggage reclaim, customs and VAT refunds
• Personal one-to-one service all the way through the terminal
• Flexible service tailored to you
• Access arranged to a private lounge if required
• Arrive on time, relaxed and unhurried.
Heathrow Upgrade
For passengers who love to feel special
Our Premium Service is designed to ease your journey through Heathrow
Call 020 8745 6011 to book your service
8 Heathrow Upgrade | A welcome that’s just for you
11. Your Heathrow | Heathrow Premium Services 11
Heathrow Rewards is the loyalty programme that puts Heathrow at the heart of your travel
plans. It gives you even more value from our superb shopping, parking and Heathrow
Express rail link – and even more ways to enjoy a relaxed airport experience. The more you
spend on everything from sandwiches to sunglasses, the more points you collect.
• 90 minutes free Wi-Fi
• Collect points on everything you do at Heathrow
• Turn your points into £5 shopping vouchers accepted at hundreds of airport stores
and outlets
• Save on parking and trains
• Or convert your points to frequent-flyer miles in your own favourite loyalty programme.
Register online now to collect points when you book your Heathrow Upgrade.
Go to heathrow.com/rewards
Heathrow Rewards
Collect points and enjoy rewards on everything you
do at Heathrow
12. Heathrow Meet & Assist I Heathrow Porter I Heathrow Buggy
Heathrow’s appointed supplier for premium services:
For further details and booking please contact:
ARL Services (UK) Limited
Room no 2066-2068
D’albiac House Cromer Road
London Heathrow Airport
Hounslow TW6 1SD
United Kingdom
For commercial/corporate clients please
contact our head office:
ARL Services (UK) Limited
Heathrow Cube – 9 Arkwright Road
Colnbrook – Berkshire
SL3 0HJ
United Kingdom
heathrow.com/upgrade
24 Hour Control Room
01753 684100
24 Hour Control Room
01753 684100
Phone
0208 7456011
Fax
0208 745 6244
Email
service@heathrowupgrade.com
Phone
01753 681391
Fax
01753 689409
Email
control@arl-uk.com
