Arranging Airport Assistance: A Guide To Smooth Travel

If you need assistance at the airport, you can book this via your airline, travel agent, or directly with the airport. It is recommended that you request assistance at least 48 hours before your arrival at the airport. When you arrive at the airport, you should go to an assistance point, which will usually have a disability-related logo and a buzzer or telephone to call for assistance. Airports must have multiple assistance points within their boundary, including drop-off points, car parks, train stations, and bus terminals. Staff at these assistance points can help with transferring to the terminal building, checking in, going through security, and boarding the aircraft.

Requesting assistance

• Timing of the Request: It is recommended to ask for assistance as early as possible. When booking your flight, you can usually specify your requirements, and some airlines may even inquire about special assistance during this process. However, if you didn't make arrangements at the time of booking, it is essential to contact your airline, travel agent, or the airport directly at least 48 hours before your travel. This lead time helps them plan and provide the necessary support.
• Methods of Requesting: You can request assistance through various methods, depending on the airline or travel agent. Some common methods include phone calls, emails, or filling out a form on their website. Many airlines provide a dedicated phone line or a local rate/freephone number for assistance requests.
• Details to Provide: When requesting assistance, be as clear and specific as possible about your needs. This helps avoid delays and ensures you receive the appropriate support. Inform them about any mobility devices, medical equipment, or assistance animals you intend to bring. Additionally, consider whether you need assistance with checking in, security searches, boarding, or finding your way around the airport.
• Confirm and Follow Up: After making your request, be sure to obtain written confirmation of the assistance arrangements. If there are any changes to your plans or health condition, it is important to update the relevant parties promptly.
• On-Site Assistance Points: Once you arrive at the airport, look out for assistance points, which are usually located at various places within the airport boundary. These may include drop-off points, car parks, train stations, bus terminals, and terminal entrances. These assistance points typically have disability-related logos and provide a buzzer or telephone to call for assistance if they are not staffed at the time.
• Special Assistance Desks: Most airports have special assistance desks or receptions, often located before and after security. These desks can provide further support and facilitate your journey through the airport, including check-in, security, and boarding.

Remember, each airport and airline may have slightly different procedures for requesting assistance, so it is always a good idea to check their websites or contact them directly for detailed information.

Getting to the airport

Requesting Assistance:

First, you must request assistance from your airline, travel agent, or directly with the airport. This can usually be done during the booking process or by contacting them via phone, email, or web form after booking. It is recommended to request assistance as soon as possible, preferably at least 48 hours before your travel. When requesting assistance, be as specific as possible about your needs to ensure you get the most appropriate help.

Transportation to the Airport:

When planning your transportation to the airport, consider your specific needs and any limitations you may have. If you are travelling by car, most airports offer accessible parking options, such as designated Blue Badge spaces, and can provide assistance getting to and from the terminal. If you are taking public transportation, such as a train, bus, or coach, be sure to check if accessible options are available and book assistance in advance if needed.

Arrival at the Airport:

Once you arrive at the airport, look out for special assistance points or help phones, which are usually located at terminal entrances, transport interchanges, drop-off points, and car parks. These areas are often identified by disability-related logos and provide a way to call for assistance. If you are unsure where to go, there should be signs directing you to the "special assistance" help desk or you can ask a staff member for directions.

Check-in and Security:

After arriving at the terminal, you can check in with your airline and request assistance if needed. Special assistance staff can help you with the check-in process, baggage drop, and getting through security. They can also provide you with identification lanyards or badges if you have hidden disabilities. Remember to allow extra time for these processes, as they may take longer with special assistance.

By following these steps and planning your journey in advance, you can ensure that you receive the necessary assistance and have a smooth and stress-free experience when getting to the airport.

Checking in

Before Your Flight:

Firstly, it is important to request special assistance in advance. Contact your airline or travel agent at least 48 hours before your flight to inform them of your needs. You can do this by phone, online, or through a special assistance form. Some airlines may require up to 72 hours' notice, so be sure to check with your carrier. When requesting assistance, be clear about your specific needs to avoid delays and ensure the proper support is provided.

At the Airport:

Arrive at the airport at least one to two hours earlier than you normally would. This will give you ample time to check in, go through security, and board your flight without feeling rushed. Once you arrive, locate the check-in counters and inform the attendants that you require special assistance. They can help you reserve a wheelchair, arrange for boarding assistance, and answer any questions you may have.

Boarding Your Flight:

Make your way to the gate at least one hour before departure to request any further assistance you may need. Inform the gate attendants of your particular requirements, such as an aisle chair or ramp for boarding. If you are travelling with a personal wheelchair, you can usually bring a folding or collapsible wheelchair on board, but there is typically only space for one, so it's best to arrive early to secure this.

On the Plane:

Flight attendants are there to help you, so don't hesitate to ask for assistance. They can aid you in moving from your wheelchair to your seat and can assist you if you need to use the bathroom during the flight. If your wheelchair is too large to bring on board, it will be transported to the cargo compartment free of charge.

Remember, each airline and airport may have slightly different procedures and policies, so always review their guidelines and contact them in advance to ensure a smooth and stress-free journey.

Going through security

Before You Arrive

Be sure to request assistance when you book your flight or at least 48 hours before travelling. This can be done through your airline, travel agent, or tour operator. If you are booking on a website, look out for a special assistance link. Your travel service provider may ask you to call them or fill out a form. It is important to be as specific as possible about your needs so that they can provide the most appropriate help.

When You Arrive

Once you arrive at the airport, make your way to an assistance point. These are usually located at various places within the airport boundary, including drop-off points, car parks, train stations, and bus terminals. Assistance points will usually have a disability-related logo and include a buzzer or telephone to call for assistance if they are not staffed.

Dedicated assistance staff can help you through security and into the departure lounge. They can also help you with checking in and bag drop if required. Alternatively, a companion can escort you through the airport and up to the departure gate. If you have your own wheelchair or electric mobility aid, you should be able to use it right up to the departure gate.

Most airports have dedicated Family and Assistance Lanes that provide wider gates for wheelchair users and buggies. These lanes also allow extra time for passengers who need it, and staff are trained to take extra care of disabled passengers. You can use these lanes even if you are not being accompanied by special assistance staff.

If you are travelling with medication and medical equipment, be sure to inform the airline at least 48 hours in advance. These items are likely to be subject to additional screening at security. Our body scanners are safe for all passengers, including those with medical implants and pacemakers. Please let security staff know if you cannot use the metal detector.

If you have a condition that makes you uncomfortable being searched in public, you have the right to request a manual search in a private area. This will be conducted with a witness, and you can also bring your own witness if you prefer.

If you have a wheelchair or other medical equipment that cannot pass through the x-ray, it will be swabbed by security staff, which is standard procedure for items that cannot be x-rayed.

After Security

If you have requested assistance, check in at the assistance reception in the dedicated assistance seating area. You can choose to remain here until you are taken to the gate, or you can explore the shops and restaurants in the departure lounge. If you choose to explore, you will be given a portable buzzer that will alert you when it is time to return for assistance to the gate.

Boarding the plane

When it comes to boarding the plane, there are several ways in which assistance can be provided. Here is a step-by-step guide:

Before Your Flight

It is recommended to notify your airline and the airport at least 48 hours in advance to arrange for any necessary assistance. This includes wheelchair services, which can be requested by calling the airport and the airline directly. Additionally, some airlines may require a wheelchair information form to be completed, which can be found on their website. This form will ask for details such as your name, flight information, and the type of assistance you require.

At the Airport

Arrive at the airport at least one to two hours earlier than you normally would. Once you're there, locate a customer service representative and inform them of your need for wheelchair accommodations. If you are travelling with your own wheelchair, you can check it at the ticket counter free of charge.

At the Gate

Proceed to your gate at least one hour before boarding to request any further assistance. Inform the attendants of your specific needs, such as the use of an aisle chair or a ramp to board the plane. If you require assistance during the flight, such as moving from your seat to the bathroom, let the flight attendants know.

When boarding, you may use lifts, ramps, aisle chairs, or slide boards to get onto the plane. If you are travelling with a personal wheelchair, you can request to bring a folding or collapsible wheelchair on board. There is typically space for one wheelchair, assigned on a first-come, first-served basis. If your wheelchair is not the first one or if it does not meet size requirements, flight attendants will transport it to the cargo compartment at no additional cost.

On the Plane

On-board wheelchairs are usually available to assist passengers in moving to the toilet during the flight. However, it is worth checking with your airline in advance to confirm the availability of such equipment.

Frequently asked questions