Website terms and conditions

Reservation Service Terms and conditions

LHR Airports Limited Website User Terms


1.1 These terms and conditions ("Terms") govern your viewing and use of this website (the "Website") which is owned and operated by LHR Airports Limited ("Heathrow"). For the purposes of these Terms "we", "our" and "us" refers to Heathrow.

1.2 Heathrow makes this Website available to you to provide information about its business, its airports and the services available at them. We have also teamed up with various partners to provide you with information about travel services which we think may be of interest to you. You can buy a number of products and services including car parking and lounge spaces from LHR Airports Limited through this Website. The additional terms applicable to sales of those products and services will be brought to your attention before you make an order.

1.3 These Terms only apply to your viewing of this Website. If you use one of the links on this Website to visit one of our partner websites, then please note that your viewing of these websites and any purchases made through them will be subject to separate terms and conditions.

1.4 Please read these Terms carefully. If you access the Website we will assume that you agree to the Terms. If you do not agree with these Terms, do not access or use the Website.

1.5 LHR Airports Limited is a private limited company registered in England under Company Number 01970855. Registered office address:

The Compass Centre
Nelson Road

LHR Airports Limited's VAT registration number is GB 653 0947 31.

View a list of Heathrow group companies

2. Information on flight arrivals, departures, timetables and destinations

2.1 We make every effort to ensure that the flight information contained on the Website is accurate and up to date.

2.2 With regard to flight arrivals and departures, please note that the flight arrivals and departures screen contains the scheduled arrival and departure times of most flights. We can only update the flight arrivals and departures screens once the airlines have told us that a particular flight is early, delayed or cancelled. Therefore we are not in a position to guarantee the accuracy of that information. We always advise telephoning the airline in advance if you have concerns that a particular flight may have been cancelled or seriously delayed.

2.3 With regard to flight destination and timetable information available on the Website, we do our best to ensure that this is accurate and up to date, but we are reliant on the airlines and other third parties advising us of any changes. We welcome your feedback, so please contact us at if you identify any inaccuracy.

3. Investor relations

3.1 We have included certain information on the Website about the corporate affairs of Heathrow. However, such information is provided for your convenience only, and we do not give any advice, make any recommendation or endorsement as to any investment. No information or otherwise on this Website constitutes an invitation to invest in shares in Heathrow or any other company and you should not make (or decide not to make) any investment or other decisions on what you see in or via this Website.

4. Our responsibilities to you

4.1 Although we have made every effort to ensure that the information contained on this Website will be relevant and useful, we cannot make any commitment that it will meet your particular requirements. For the reasons described above, and because also of frequent changes to the shops and facilities at the airports, we cannot guarantee that the information on the Website will always be completely accurate.

4.2 Although we make every effort to ensure that the Website is available at all times, there will be occasions on which we will need to carry out routine and emergency maintenance. We do not therefore guarantee that it will always be available, or that it will always perform at a particular speed or with particular functionality. We reserve the right to withdraw the Website if we need to.

4.3 To the maximum extent permitted by law, all representations, warranties, terms, conditions and commitments not expressly set out in these Terms are hereby excluded.

4.4 Except in the case of death or personal injury caused by our negligence, or fraud, we do not accept responsibility for any loss or damage that you suffer as a result of using the Website. In particular, we do not accept responsibility for (a) any loss of profits, loss of earnings, loss of anticipated savings, loss of goodwill or loss of revenue; (b) any loss or corruption of data; or (c) any indirect or consequential loss.

4.5 Your statutory rights are unaffected.

5. Your obligations when using the Website

5.1 You may only view and use this Website in accordance with these Terms and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within the UK or other jurisdiction from which you are accessing this Website.

5.2 In particular, you agree that you will not:

5.2.1 post, transmit or disseminate any information on or via this Website which is or may be harmful, obscene, defamatory or otherwise illegal;

5.2.2 use this Website in a manner which causes or may cause an infringement of our rights or the rights of any other;

5.2.3 make any unauthorised, false or fraudulent booking;

5.2.4 use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this Website including but not limited to uploading or making available files containing corrupt data or viruses via whatever means;

5.2.5 deface, alter or interfere with the front end 'look and feel' of this Website;

5.2.6 take any action that imposes an unreasonable or disproportionately large load on this Website or related infrastructure;

5.2.7 obtain or attempt to obtain unauthorised access, via whatever means, to any of our networks; and

5.3 We reserve the right to suspend or terminate your access and use of the Website at any time if you breach these Terms.

6. Intellectual Property Rights

6.1 All trade marks, copyright, database rights and other intellectual property rights (together "the Rights") in the materials on this Website (as well as the organisation and layout of this Website) and the Rights in any software or underlying software code that is made available for download from the Website ("Software") are owned by us or our licensors.

6.2 Except as stated in paragraph 6.4 below, without our prior written permission, you may not copy, reproduce, modify, alter, publish, broadcast, distribute, display, post, sell, transfer or transmit in any form or by any means any material on this Website or Software whether in whole or in part nor use the material or Software to create derivative works.

6.3 The contents of the pages contained in this Website may not be distributed, displayed or copied to third parties including, but not limited to, "caching" any material on this Website for access by third parties and "mirroring" any material on this Website.

6.4 The contents of individual pages of this Website may be printed or downloaded to disk for the purpose of private and personal non-commercial use. You may make an electronically stored, transient copy of the content of this Website for the purpose of viewing it while connected to the Internet only.

6.5 You may not do any of the following without our written permission:

6.5.1 remove the copyright or trade mark notice from any copies of content under these Terms; or

6.5.2 create a database in electronic or structured manual form by systematically downloading and storing any content.

7. Feedback

7.1 From time to time we may ask you to provide us with your views on our airports, services, the Website or any other related issue. Our use of your contribution together with the personal information you provide will be governed by these terms and conditions and by the terms of our Privacy Statement.

7.2 If you are under the age of 16 you must have consent from a parent or guardian to make a contribution.

7.3 By contributing you will be giving us your full consent to post your contribution on the Website should we choose to do so and you will be deemed to have given us a free licence on a perpetual basis to adapt, modify, incorporate your contribution in other works or otherwise use it as we see fit. You agree that we do not need to acknowledge you as being the author of such contribution but by contributing you give us permission to acknowledge you as the author should we wish to do so.

7.4 Any contribution you provide must not contain anything that is unlawful, offensive, abusive, threatening, defamatory, obscene or discriminatory nor shall it infringe the rights of anyone else.

8. Changes to these Terms

8.1 We reserve the right, at our discretion, to make improvements or changes to any part of the Website, including to these Terms. We therefore recommend that you re-visit this page from time to time.

9. General

9.1 These Terms refer only to your viewing of this Website and, as detailed above, separate conditions apply to prize draws, competitions and promotions which we may run from time to time as well as to products and services sold through this Website.

10. Data Protection and Privacy

10.1 Any personal information you supply to us when you use this Website will be used in accordance with our Privacy notice.

11. Law

11.1 These Terms are governed by and shall be construed in accordance with the laws of England.

Company nameVAT numberRegistered numberRegistered address
LHR Airports Limited 653094731 1970855 The Compass Centre
Nelson Road
Heathrow Airport Limited 927365404 1991017 The Compass Centre
Nelson Road
Stansted Airport Limited 927365404 1990920 The Compass Centre
Nelson Road
Glasgow Airport Limited 927365208 SC096624 St Andrews Drive
Glasgow Airport
Aberdeen Airport Limited 927365208 SC096622 Aberdeen Airport
AB21 7DU
Southampton International Airport
927365208 2431858 The Compass Centre
Nelson Road
Heathrow Enterprises Limited 653094731 02767216 The Compass Centre
Nelson Road
Heathrow Express Operating Company
927365404 03145133 The Compass Centre
Nelson Road

Last Updated: October 2012

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Reservation Service Terms and conditions


All products shown on Heathrow Boutique are sold directly by retailers located after security control, not by Heathrow. All sales must be concluded with the relevant retail store at the airport.

All prices shown include any VAT payable. On occasion, the prices payable in respect of goods advertised on Heathrow Boutique may differ from those prices payable at the same time in retail stores at Heathrow. In the event that in-store prices differ from those on Heathrow Boutique, the customer Service team will endeavour to contact you to confirm the price payable on your day of travel.

Although we endeavour to ensure that all pricing information on Heathrow Boutique is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either contact you to ask whether you wish to continue with the reservation request at the correct price or notify you that we have cancelled your request. Heathrow retailers will not be obliged to supply goods through their stores at the incorrect price.

Your Reservation Request

After submitting a reservation request to us we will send you a reservation acknowledgement email with your reservation number and details of the goods that you have requested to reserve. Please note this email is an acknowledgement and is not confirmation of your reservation.

Upon receiving your reservation request, our Customer Service team will contact you to confirm whether your requested item(s) are available for reservation at the relevant store.

All reservation requests made by you through Heathrow Boutique are subject to acceptance by individual stores. Reservation requests may not be accepted for any reason and Heathrow will not be liable to you or to anyone else in those circumstances.

Reservation timeframe

Reservation requests can only be accepted between 1 month and 72 hours prior to your flight time.

Requests received outside of this time frame may be fulfilled at our discretion.

Heathrow retailers and the products they offer have individual reservation limits and their own individual Terms of reservation. Our Customer Service team will be able to advise on specific circumstances.

Purchasing your goods

Once your reservation is confirmed, the purchase of goods must be made at the store where the reservation was made. Heathrow Airport Ltd accepts no liability with regard to the sale of goods by retailers trading from Heathrow, the fulfillment of the reservation, or in connection with the products being reserved and / or sold.

On rare occasions, a confirmed reservation may not be available for purchase at the time of travel. Whilst we will make every effort to inform you of this in advance, Heathrow does not accept liability for reservation requests unfulfilled by Heathrow retailers.


Some reservation requests may require a deposit to be provided to the retailer. This transaction will be made with the store where you are making the reservation request.


All goods purchased at Heathrow are covered by the Heathrow World Shopper Promise. For full details please visit:,-eat,-relax-and-enjoy/refund-policy


We cannot guarantee that the appearance and/or colours of products shown on this site exactly reproduce the appearance and/or colours of the physical products themselves.

Heathrow Airport Limited is facilitating the reservation service for the benefit of passengers but all reservations and sales are made directly by the relevant retailer at Heathrow. Heathrow accepts no liability in the event that a particular product is not available at Heathrow (even after a reservation is made) or in connection with the sale of any product, the contract for which is between each passenger and the retailer.

All stock is subject to availability.

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