Navigating Airport Assistance: A Guide To Asking For Help

Asking for help at the airport can be daunting, but it's important to remember that airport staff are there to assist you and ensure you have a positive travel experience. Whether you're facing language barriers, mobility challenges, or simply need a helping hand, there are several ways to seek assistance. Many airports offer special assistance services for passengers with disabilities or reduced mobility, including wheelchair or guided assistance. This support can be requested in advance or upon arrival at the airport. Additionally, some individuals may feel uncomfortable when strangers ask them to watch their luggage. Knowing how to politely decline such requests is also important for a stress-free airport experience.

Asking for wheelchair assistance

Before Your Trip:

Firstly, it is recommended that you request wheelchair assistance in advance when booking your trip. Most airlines offer this option on their websites or mobile applications. Look for a section labelled "Special Assistance" or "Add Special Assistance" during the booking process. Here, you can specify your need for a wheelchair and any other relevant details. This advance notice ensures that the necessary arrangements are made before your arrival at the airport.

At the Airport:

If you haven't booked wheelchair assistance beforehand, you can still request it upon arrival at the airport. Look for a designated assistance counter or help desk, often located near the check-in area. Inform a member of the airport staff about your need for a wheelchair, and they will be able to assist you further. They may ask you about the nature of your request, such as whether you need assistance only within the airport or if you will also require assistance onboard the aircraft. It is important to provide as much information as possible to ensure you receive the necessary support.

During Your Journey:

Wheelchair assistance typically covers various aspects of your journey through the airport. This includes transportation to and from your gate, navigating between gates for connecting flights, and transport to the baggage claim area upon arrival. If you have specific needs or requests, such as assistance with checking in or reaching your gate, be sure to communicate these to the airport staff. They are there to help and will do their best to accommodate your requirements.

Additional Considerations:

• Early Arrival: It is advisable to arrive at the airport a little earlier than usual when requesting wheelchair assistance. This allows sufficient time for the assistance services to be arranged and ensures that you can move through the airport at a comfortable pace.
• Tipping: In some airports and with certain airlines, it is customary to tip the attendants who provide wheelchair assistance. This may be the primary source of income for these workers, so consider tipping them accordingly if you are satisfied with the service provided.
• Honesty and Consideration: While you are not required to disclose your medical history or the specific reasons for your request, it is important to be honest and considerate. Wheelchair assistance is intended for those who truly need it, so please refrain from using this service if you are fully capable of navigating the airport without assistance. By doing so, you ensure that those who are in greater need receive the timely support they require.

By following these guidelines and communicating your needs clearly, you can confidently ask for and receive wheelchair assistance during your airport journey.

Special assistance for the elderly

If you're an elderly traveller, you may be entitled to special assistance at the airport and during your flight. This can include help with boarding, deplaning, and making connections to your next flight. You may also receive some assistance during the flight, but for personal services, you will need to be accompanied by a family member, friend, or flight nurse.

• Wheelchair assistance: Airports offer wheelchair service from drop-off to the gate for those with difficulty walking long distances.
• Special screening procedures: If you are over a certain age, airports will make special accommodations for security checks. However, you may experience some delay if you have a wearable medical device or equipment that needs to be checked separately.
• Seating preferences: Seniors often prefer to sit near the front of the plane, where it's easier to access the bathroom and board and deplane. Many may also want seats with extra legroom and the option for early boarding. While these preferences are not always possible to accommodate, it's worth asking when buying tickets.
• Food service: On long-haul flights, airlines may offer special meals that meet dietary restrictions for senior passengers.
• Senior discounts: Although harder to come by these days, it's worth enquiring about potential senior discounts when booking.

To request special assistance, such as a wheelchair, contact the airport at least 48 hours before your flight. Most airports have staff dedicated to providing travel assistance for seniors, and they will mark your itinerary as "special assistance requested" so that staff are prepared for your arrival.

It's also important to do your research before booking. Each airline has different policies and levels of special assistance available, so it's best to understand what they can and cannot provide to ensure a safe and accessible flight. Contact the airline directly, either through their website or their dedicated special assistance contact number, to find out more.

Help for those with hearing issues

Air travel can be challenging for those with hearing issues, with communication and navigation barriers at every stage of the journey. However, there are many ways to make the experience smoother and more enjoyable. Here is a comprehensive guide to help you navigate the airport and ensure you receive the assistance you need.

Before Your Trip

When booking your trip, inform the airline of your hearing needs. Most airlines offer the option to add a special request or assistance request to your reservation. You can also contact their accessibility assistance line, which provides access to a telecommunications relay service. It is important to be clear about your requirements to ensure the airline can provide the necessary accommodations.

Additionally, review the accessibility policies of the airports you will be using. Find out about the available accommodations and assistive technologies, such as hearing loops or speech-to-text apps. Knowing what to expect and what assistance is available can make your journey less stressful.

At the Airport

Self-identifying as a person with hearing loss is crucial to reducing miscommunication and ensuring you receive the necessary assistance. Make your hearing loss known at every point of contact, from the ticketing counter to the airline gate and, if needed, at baggage claim. This way, staff can provide you with relevant updates and assistance.

During Security Checks

You are not required to remove your hearing aids or cochlear implants during security checks. However, it is advisable to inform the security staff that you are wearing these devices. There may be additional screening, including a pat-down or device inspection, if the devices trigger the metal detector. Avoid placing your hearing aids directly on the conveyor belt or in plastic bins, as this could damage them due to static electricity.

On Board the Flight

You are allowed to keep your hearing aids or cochlear implants on during the flight. There is no need to turn them off during the electronic device announcement. However, be aware that in-flight entertainment may not have captioning, and announcements might be difficult to hear. Consider bringing your own entertainment, such as a book or downloaded videos on a tablet.

Additional Tips

• Keep your hearing devices and accessories in your carry-on bag to ensure easy access and avoid potential damage from X-ray scanning.
• Pack extra batteries and chargers, as well as any necessary accessories like domes, wax guards, and dehumidifiers.
• Consider using a hearing service dog to assist you in navigating complex hearing situations.
• Utilize technology, such as Bluetooth accessories and remote mics, to facilitate communication with airline staff and travel companions.
• Familiarize yourself with your rights under the Air Carrier Access Act (ACAA) and the Americans with Disabilities Act (ADA). These laws protect against discrimination and ensure equal access to services for people with disabilities.

By following these guidelines and knowing your rights, you can ensure a safer and more enjoyable travel experience, reducing the potential for miscommunication and frustration.

Support for those with visual impairments

If you are visually impaired, there are several ways that airports and airlines can assist you. Firstly, it is important to notify your travel agent or the airline directly if you require additional assistance at the airport or during the flight. Most airlines require at least 48 hours' notice to ensure they can allocate someone to help you. When you arrive at the airport, you should self-identify as a passenger with a visual impairment and request assistance if needed. This can usually be done at a special assistance desk or by contacting the airport's special assistance team.

Special assistance teams can guide you to check-in, support you with any baggage check-in, and guide you through security and customs. They can also assist you in locating essential facilities, such as toilets and cafes. During security, you will need to remove any metal objects and empty your pockets, and your items will be placed in a tray to be scanned. You will then walk through a body scanner or be scanned with a handheld device. If you have a walking cane or white stick that cannot fold, you will be asked to store it in an overhead locker or other storage space within the plane. If this is not possible, it will be stowed in the aircraft hold, and you can request wheelchair assistance.

Once you have passed through security, the special assistance team can escort you to your departure gate or drop you off at a nearby cafe or restaurant. They will then return to collect you at an allocated time before your flight boards. At the gate, a member of staff will inform you of any delays and let you know when it is time to board. You will usually be allowed to board before other passengers and will be given an individual safety briefing by the cabin crew. This will include information on the layout of the plane, such as the location of your tray table, the cabin call button, in-flight entertainment, toilets, and the life jacket. Braille safety cards are available on most flights and can be requested from the cabin crew.

During the flight, flight attendants can read the menu to you and explain where the food is placed on your tray if requested. If you need to use the toilet, you can press the call button, and the cabin crew will assist you in finding an available toilet and returning to your seat. When the flight arrives at its destination, you will need to wait for the arrival of special assistance staff to help you in disembarking. They will then collect your luggage and escort you through passport control, customs, or security. Finally, they will take you to the exit of the arrivals hall, where you can be met by your onward travel.

Requesting help with luggage

Before Your Flight:

If you know in advance that you will require assistance with your luggage, it is recommended that you contact your airline directly. Many airlines offer special assistance services, which can often be requested when booking your flight online or via their app. Look for an "Add special assistance" or "Special Services" section during the booking process. If you've already booked your flight, you can usually log in to your account and add special assistance there. Alternatively, you can call the airline directly to inform them of your specific needs. Some airlines may require at least 48 hours' notice for certain types of assistance.

At the Airport:

If you didn't have the chance to request assistance before arriving at the airport, don't worry. You can still inform a team member at the airport about your needs on the day of travel. Look for ticket agents or airline staff at the check-in counters, or use a courtesy phone to contact the airline. You can request a courtesy wheelchair, arm assistance, or ask for directions to your gate. If you are travelling with your own wheelchair, you may be able to stay in it until you reach the gate.

During Your Flight:

If you require assistance during the flight, such as with stowing or retrieving your carry-on luggage, don't hesitate to ask the flight attendants for help. They are there to assist you and ensure your comfort and safety. You can also request early boarding if you need extra time or assistance.

After Your Flight:

Upon arrival, if you need help collecting your baggage, inform the airline staff. They can assist you in getting your luggage off the carousel and through the airport to the terminal entrance, vehicle pick-up location, or baggage claim area.

Remember, special assistance services are designed to ensure that travellers with disabilities or special needs can have a comfortable and stress-free journey. Don't be afraid to ask for help, and always communicate your needs clearly to the airline staff.

Frequently asked questions