Helping our customers with hidden disabilities

Heathrow Express is passionate about supporting all of our customers - including those with hidden disabilities.

To help us do that, we now offer the Hidden Disabilities Sunflower to anyone with a hidden disability.

Our employees have been trained to assist those customers who may need added assistance - and wearing the Sunflower discreetly indicates to them that you may need additional support, help or a little more time.

If you would like to request a Hidden Disabilities Sunflower lanyard when travelling with us, just ask a Heathrow Express or Heathrow colleague who will be happy to help.

 

Not every disability is visible – some are hidden

What is a hidden disability?

Hidden disabilities have no physical signs and include:

  • Learning difficulties
  • Mental health conditions
  • Mobility, speech, visual or hearing impairments
  • Asthma, COPD, and other lung conditions
  • Chronic illnesses such as renal failure, diabetes, and sleep disorders

Living with these conditions makes everyday activities especially hard and can affect people in different ways - often they can be painful, exhausting, and isolating.

But because these disabilities aren’t visible, it’s difficult for others to recognise or acknowledge the challenges faced by those affected when travelling.

This is why Heathrow Express and Heathrow Airport recognise the Sunflower and offer tailored levels of support to customers who need it most. 

To learn more about The Sunflower please click here

Hidden Disabilities Sunflower video

FAQ's

Q: How can I collect a Sunflower lanyard?

You can request a lanyard from Heathrow Express colleagues when travelling with us. Alternatively, Heathrow Airport are happy to provide you a sunflower lanyard by post before you arrive at the airport. The lanyard can be posted anywhere you are, both in the UK or abroad. Heathrow require a minimum of four to seven working days for the lanyard to reach your home depending if you are in the UK or abroad.

 

Q: Is the Sunflower lanyard free of charge?

Yes, when travelling on Heathrow Express or through Heathrow Airport.

 

Q: Does my Sunflower lanyard allow me access to Fast Track at Heathrow?

The Sunflower lanyard does not give you access to Fast Track or Heathrow Meet & Assist services. These services are bookable separately should you wish to use them. It is worth noting that Heathrow are aware that Fast Track can often be a fast pacing environment and we have received passengers’ feedback saying that this has brought more discomfort to their experience than using their standard security lanes. When entering the security area, you will be pointed to the shortest available lane based on live operations and where possible you might be shown to the front of the queue – Heathrow cannot guarantee this and a decision will be made based on operational requirements.

 

Q: I am travelling in a group- should we all wear a lanyard?

If you are travelling as group (2 or more), only the person(s) requiring the lanyard should be wearing it.

 

Q: What if I need extra support?

If at any given time during your journey on Heathrow Express or through Heathrow Airport and you feel that you require extra support, you can approach one of our friendly colleagues on board our trains. When at Heathrow Airport, go to an assistance host area (located both before and after security in each terminal). Our agents will be happy to support you through the rest of your journey.

 

Q: Can I reuse my Sunflower lanyard?

Don’t throw your lanyard away as it can be reused as many times as you wish at Heathrow Express, Heathrow Airport and in any other participating airports or facilities globally. You can always find out who recognises the Sunflower here.