Frequently asked questions

The service is designed for business travellers, families, celebrities, VIPs, elderly passengers, passengers with reduced mobility, and anyone who values comfort, privacy, and time-efficiency at the airport. Many of our clients book the service for their first international trip, important business meetings, honeymoons, or to avoid the stress of busy airports.

The service includes a personal escort from your aircraft gate (on arrival) or curbside (on departure), access to a private VIP lounge with food and drinks, and full assistance with baggage and customs formalities.

The service includes a VIP lounge with food and drinks, a personal escort throughout the airport, and full baggage assistance.

For most travellers, yes. The service is particularly valuable during peak travel times, school holidays, and weekends when Heathrow is at its busiest and standard immigration queues can exceed 90 minutes. Business travellers, families with young children, elderly passengers, and anyone with a tight connection benefit most. Booking in advance is highly recommended to ensure availability.

Our Meet & Assist service operates within the standard Heathrow terminals and provides fast-track access through existing premium lanes — making it accessible to a much wider range of travellers while still saving 60-90 minutes of queue time.

Arrival Only: £295 for 2 passengers · +£108 per extra person. Departure Meet & Assist: £295 for 2 passengers · +£108 per extra person. VIP Meet & Greet — Connection (Same Day Transit): £570 for 2 passengers · +£108 per extra person. VIP Meet & Greet — Arrival + Departure (The Works): £570 for 2 passengers · +£216 per extra person.

Children under 2 travel free

You can book directly through our website at heathrowairportvip.com. We ask for at least 72 hours' notice.

We ask for at least 72 hours' notice.

We accept all major credit and debit cards through our secure Stripe payment processor, including Visa, Mastercard, American Express, and Apple Pay. Payment is made in GBP at the time of booking.

Our company serves a limited number of clients per day to ensure a personalised, attentive experience for every passenger. We have been operating at major international airports since 2023 and maintain direct relationships with Heathrow ground staff to ensure consistent service quality.

Your VIP agent will be waiting at your aircraft gate (jet bridge) the moment you disembark, holding a sign with your name on it. You don't need to find them — they'll find you. If you're flying on a remote stand and arriving by bus, the agent will meet you at the terminal entrance instead.

Yes, baggage handling is fully included in the service. While you relax and your VIP agent processes your immigration, our porter team collects your luggage from the carousel and delivers it to you. You never need to lift or wait for your bags yourself.

Instruct your transportation provider to meet you at the designated VIP curbside area, which varies by terminal. Your VIP agent will escort you directly to this location once all formalities are complete. We recommend sharing your VIP service confirmation with your driver so they can coordinate the meeting point.

Our arrival service includes a private meet and greet at your aircraft gate by a uniformed staff member holding a sign with your name. A VIP agent escorts you through fast-track immigration and customs, collects your bags from the carousel while you wait, and then takes you directly to your waiting transportation at a private curbside. The complete arrival process takes 20-30 minutes versus 90+ minutes for standard arrivals.

Most passengers using our arrival service complete the entire airport process — gate to curbside transport — in 20 to 30 minutes. This compares to 60-120 minutes for standard arrivals at peak times. The exact time depends on terminal, time of day, and baggage volume.

We provide arrival VIP service at all four passenger terminals: Terminal 2 (The Queen's Terminal), Terminal 3, Terminal 4, and Terminal 5.

Your VIP agent will meet you at the curbside drop-off, escort you directly to the premium check-in lane for your airline (regardless of your ticket class), and guide you through fast-track security and passport control. After clearing all checkpoints, you're taken to the VIP lounge to relax and enjoy refreshments until your boarding time.

Your VIP agent will meet you at the airport curbside at the entrance to your departure terminal. We coordinate the exact meeting point by phone and email before your travel date. You don't need to navigate the airport — your agent takes over the moment you arrive.

Yes. The Heathrow VIP Meet & Assist service is independent of your ticket class. Whether you're flying economy, premium economy, business, or first class, our service provides the same fast-track access through premium lanes and lounge facilities.

The VIP lounge offers complimentary food, soft drinks, alcoholic beverages, Wi-Fi, comfortable seating, charging stations, magazines, and clean private restrooms. Most lounges also offer hot meals, showers, and quiet zones for working or resting.

We recommend arriving 90 minutes before international flights and 60 minutes before domestic flights when using our VIP departure service. This is significantly less than the 3 hours typically recommended without VIP service. Your agent will confirm exact timing based on your specific flight.

Our service handles inter-terminal transfers seamlessly. Whether you're moving between T2, T3, T4, or T5, your VIP agent navigates the inter-terminal transit system with you, ensuring you don't get lost or delayed. The transfer time is built into your service.

Yes, our "Same Day Transit" service is designed exactly for this. An agent meets you at your arriving gate, escorts you through any required security or terminal transfers, helps with re-checking baggage if necessary, and delivers you to your departure gate with time to spare. This is particularly valuable for tight connections under 90 minutes.

Yes. We work with Heathrow's PRM (Passengers with Reduced Mobility) team to provide enhanced support. Please notify us at the time of booking so we can coordinate wheelchair assistance, longer transit times, and any specific accessibility needs.

You can add a trusted chauffeur and transfer companies in the checkout process, but ground transportation is not included in the Meet & Assist service. Many clients book transportation separately and coordinate the pickup with our VIP agent at the curbside.

Cancellations, changes and no-shows follow our current cancellation policy for London Heathrow, set out in full on our Cancellation Policy page.

Cancellations, changes and no-shows follow our current cancellation policy for London Heathrow, set out in full on our Cancellation Policy page.

Service is available 24 hours a day.

We are an independent third-party provider that works with authorised ground handlers at Heathrow Airport to deliver our service. We are not the airport's own VIP service (Windsor by Heathrow), and we are not affiliated with any specific airline. This independence allows us to serve passengers on any airline at any of Heathrow's four terminals.

Your service is delivered by our vetted local team at Heathrow and coordinated end-to-end by Altura VIP.

You can reach us by phone on +442038850884, by email at bookings@alturavip.com, or through the contact page.