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Aberdeen Airport Special Assistance

Aberdeen Airport Special Assistance

Special Assistance at Aberdeen Airport

Information and advice to help passengers requiring assistance including those with additional support needs to plan their journey through Aberdeen Airport.

If you have used the special assistance service, you can let Aberdeen Airport know how they have performed by completing this survey or by completing a review on Euan’s Guide.

The following videos have subtitles and BSL.

Special Assistance Organisations Aberdeen Airport work with:

Special Assistance Links

Request Assistance

Types of Assistance

Assistance: Terminal & Facilities

NHS Patients from Orkney & Shetland

Travelling with Additional Support Needs

Assistance Feedback

Published: January 2020

Source: Aberdeen International Airport

Story URL: https://www.aberdeenairport.com/aberdeen-airport-guide/special-assistance/

Belfast City Airport Special Assistance

Belfast City Airport Special Assistance

CAA Satisfaction Survey

Belfast City Airport would encourage customers who have used their assistance service to complete the short survey below:

CAA Satisfaction Survey

1. Information on the assistance provided at the airport:

You should arrive at the airport no later than 2 hours before departure.

Assistance call points are located in the drop off area in the short stay car park, at the assistance desk in the terminal and in the designated assistance area in departures.

Assistance is available from the drop off area through to boarding the aircraft and also from arrival to pick up. This includes help with checking in, getting through security and boarding the aircraft.

Assistance provided for arriving passengers includes help with collecting baggage and going through passport control (if arriving from an international flight).
 

2. Information on how to obtain this assistance:

Passengers requiring assistance should notify their airline, travel agent or tour operator at least 48 hours in advance. This information is then transmitted to the airport.

On the day of travel, please present yourself at the airline check-in desk or to the Special Assistance Desk, if you have checked in online, within their stated guidelines (most airlines require you to check-in a minimum of 2 hours before departure). You will then be referred to the Special Assistance desk if you require further assistance from the Airport. During peak periods, priority will be given to those passengers who have pre-notified the airline of their requirements. 

3. Information on getting to the airport (including car parking for blue badge holders):


Arriving by car:

If being dropped off by car then this should be done at the drop off area in the short stay car park. An assistance call point is located to the right in this area.

Parking:

  • Prebook for the long stay car park on our website – belfastcityairport.com
  • On arrival at the airport go to the short stay car park and take a ticket from the entry barrier
  • Park in one of the designated parking spaces
  • On return from your journey you will need to go to the airport information desk to get an exit ticket from the car park. All you will need is your blue badge and confirmation of your booking
  • This means that you can park in the short stay car park but be charged at long stay rates
  • Passengers who need to take their blue badge with them to use on their trip can either leave a photocopy of the blue badge in their car or notify the information desk when they come into the terminal

Arriving by bus: There is a 600 bus service to/from the Europa Bus Station in Belfast – the bus stop is directly in front of the terminal building.

Please click here for information on Translink’s accessibility access. 

Arriving by train: There is a train stop at Sydenham with a footbridge across the dual carriageway. There is then an entrance gate to the airport grounds. Once through the gate there is a shelter containing a phone link to request our courtesy vehicle to take you to the terminal. Please note that the footbridge between Sydenham Halt and Belfast City Airport means that wheelchair access is not available when travelling by train.

Please click here for information on Translink’s accessibility access.

4. Information on the layout of the airport:

From / To Distance

  • Departing Passenger Drop-Off Area to Assistance Desk = 200 metres 220 yards
  • Passenger Drop-Off Area to Check – In = 230 metres 252 yards
  • Check – In Security to Search Area = 120 metres 132 yards
  • Security Search Area to Departures = 80 metres 88 yards
  • Departure Lounge to Furthest Departure Gate = 270 metres 295 yards
  • Arriving Passengers Furthest Departure Gate to  Arrivals Hall(s) = 340 metres 372 yards
  • Arrivals Hall(s) to Passenger Pick-Up Area = 200 metres 220 yards

5. Information on performance standards:

Download our Quality Standards Charter here.

Links to statistics on performance can be found below:

April 2019 – September 2019 (Departing)
April 2019 – September 2019 (Arriving)
October 2018 – March 2019 (Departing)
October 2018 – March 2019 (Arriving)

Civil Aviation Authority (CAA)

Click here to view the CAA Audit – January 2019
 

6. Information on airport security:

 Where medication in liquid form is required to be carried in hand luggage passengers will need to have a letter from their doctor their name needs to prescribed on the liquid medicine container

Passengers who are disabled or with reduced mobility are required to be security searched in accordance with direction from Department for Transport.  If unable to walk or go through the metal detector, passengers will then have a hand search of their person to sufficient depth to ensure prohibited articles are not being carried. Security staff are aware of varying disabilities and will conduct any searches as efficiently and sensitively as possible. Any wheelchairs and or electric mobility aids are subjected to a visual search, hand search and an e trace detection test to ensure that prohibited articles are not being carried.

Where it is deemed necessary or on request from the customer, a private search room can be used. These are located at the rear of the central security search area.

7. Information on mobility equipment:

Passengers who are using their own mobility equipment such as manual wheelchairs, scooters or electric wheelchairs can use them until boarding the aircraft. Similarly, on arrival we will return wheelchairs at the aircraft. Information on make, weight and type of electric wheelchair needs to be advised to the airline as soon as possible.

Damage to mobility equipment

In the unlikely event that, on arrival of your flight, you find your mobility equipment is damaged or cannot be used by you safely, we will arrange and pay for local providers to supply temporary replacement equipment (albeit not necessarily on a like for like basis) or if possible by temporarily lending you our equipment.

However, liability for the damage (fixing or replacing the equipment) is with the airline.

8. Information on assistance dogs:

Assistance dogs travel with the passengers in the cabin of the aircraft. This information needs to be given to the airline, tour operator or travel agent at the time of booking the flights. If travelling on a direct international flight then procedures need to be followed in conjunction with DARD to ensure compliance with the Pet Travel Scheme.

Further information on pet travel can be found here.

9. Information on PRM helpline:

Telephone number:  02890 935247 
Email: prm-bhd@clececare.co.uk

Our PRM team is operational from 0400-2200 each day.

10. Autism in the Air

Belfast City Airport realise how unsettling travelling through an airport and boarding an aeroplane can be for a child on the Autistic spectrum, especially when it’s a break in their routine and they are unsure of what to expect. It can be a stressful journey for both parent and child.

However, this section will take you on the journey through Belfast City Airport, using videos to explain the stages you will go through. There are 5 videos, each lasting about 5 minutes, describing what you will see and hear on your journey. This allows you and your child to watch different aspects of the airport process. In filming these sequences, we took a ‘child’s eye’ view.

For the rest of the Autism in the Air series, please click here.

The Autism in the Air project was conducted by the Centre for Behaviour Analysis, Queens University Belfast (qub.ac.uk/cba) in collaboration with the PEAT Charity (peatni.org), the George Best Belfast City Airport (GBBCA), and Aer Lingus. The actors in these videos were staff and students from these agencies who volunteered their time free of charge, to help you and your child.

For more information about this project contact Prof. Karola Dillenburger at k.dillenburger@qub.ac.uk or Nichola Booth at nichola@peatni.org

11. Hidden Disability Lanyards

Airport journeys can be a stressful experience for many people, especially those travelling with a hidden disability such as Autism, Dementia or Alzheimer’s. That’s why we launched our Hidden Disabilities initiative in 2018.

12. Information on how to leave a complaint:

Directly to the airport:  Complete the form on the ‘Contact Us’ section. Please supply all relevant information including date, flight numbers and any other information that is relevant to the complaint. Belfast City Airport can also be contacted on its social media channels – Facebook, Twitter and Instagram. 
 

13. Groups Belfast City Airport Work With

PEAT NI (Parents Education as Autism Therapists) As well as helping to produce the videos in the ‘Autism in the Air’ section above, Belfast City Airport are continuing to work closely with PEAT NI as our main advisor for autism.

In May, June, July and August 2018 Belfast City Airport facilitated familiarisation visits to the airport for groups of 10-12 children on each visit. 

IMTAC (Inclusive Mobility and Transport Advisory Committee)

IMTAC provide feedback throughout the year from individuals and groups who live with a wide range of disabilities. Belfast City Airport works closely with the organisation to ensure the feedback is adhered to appropriately and accordingly.

Consumer Council for Northern Ireland

The Consumer Council provide feedback throughout the year from groups and individuals living with various disabilities. Just as with IMTAC, Belfast City Airport work closely with the Consumer Council to review all feedback and ensure Belfast City Airport are doing their best to meet the needs and requirements of anyone with a disability travelling through the Airport. The Consumer Council also carries out audits on Belfast City Airport.


Mind Wise (Mental Health)

Mind Wise is a local organisation that deals with mental health issues. In 2016, we facilitated an Airport visit for a group of Mind Wise members with learning disabilities to come down and familiarise themselves with Airport surroundings and Airport processes.

Guide Dogs NI

Since 2016, Belfast City Airport, in conjunction with its airline partners, has facilitated training events for Guide Dogs NI. A group of Guide Dog puppies and their handlers visit the terminal in order to familiarise the dogs with the airport surroundings and procedures, from check-in and security right through to boarding an aircraft.

Most recently, 16 handlers and their guide dogs visited the airport on the 11th December for training, in conjunction with Flybe.

Northern Ireland Assistance Dogs (NIAD)

In early 2017, Belfast City Airport, in conjunction with Flybe, facilitated a training event for Northern Ireland Assistance Dogs. Nine medical alert dogs plus their handlers (puppy parents) attended in order to familiarise the dogs with Airport surroundings and Airport procedures, from check-in and security right through to boarding an aircraft.

Action on Hearing Loss 

Belfast City Airport are currently working with Action on Hearing Loss to improve the service that they offer at the Airport to persons with hearing loss or hearing difficulties.

Alzheimers Society

Belfast City Airport work with the Alzheimer’s Society in order to improve the service that they can offer passengers with Dementia or Alzheimer’s. This work is ongoing and in 2018, the Alzheimer’s society joined the Belfast City Airport Accessibility Forum.

NOW Group

This group has been developed to build awareness and address barriers for people with learning and communication difficulties and has launched JAM (Just A Minute) cards. In 2018, Belfast City Airport became the first airport to implement the cards across the UK.

Translink, who has excellent links to and from Belfast City Airport, has introduced JAM cards on its bus and train services.

Crohns and Colitis UK NI

On the 8th November 2018 Belfast City Airport added signage to the doors of all of their disabled toilets in line with a campaign being run by Crohns and Colitis UK to show that not all disabilities are visible.

Urostomy Assocation

The Urostomy Assocation provided the Belfast City Airport PRM and security teams with stoma training, in order to improve the level of care to our passengers travelling with stoma.

Ramble Tag

We have recently added Ramble Tags to the wide variety of support equipment used here at Belfast City Airport. The Ramble Tag hardness acts as guidance aid for visually impaired people, with the harness worn on the arm of the guide.

Forum Group  

The first meeting of the Accessibility Forum took place on the 29th November 2018. The following organisations were represented: Action on Hearing loss; Alzheimers Society; Consumer Council; Crohns and Colitis UK NI; Disability Action; Guide Dogs NI; MTAC (Inclusive Mobility Transport Advisory Committee); and NI Assistance Dogs.
 

There were apologies from RNIB , Shopmobility and Respond (stoma) but these groups will attend the next meeting – other groups will be added as the Forum evolves.

Minutes from the meeting can be accessed here.

A further meeting was held on the 31st Jan 2019 and included a full tour of the airport

Belfast City Airport will continue to work with the organisations listed above throughout 2019 and commit to seeking relationships with other disability groups to ensure they’re delivering the best service possible.

Published: January 2020

Source: Belfast City Airport

Story URL: http://www.belfastcityairport.com/At-The-Airport/Special-Assistance.aspx

Belfast International Airport Special Assistance

Belfast International Airport Special Assistance

Providing & Catering for Passengers who require special assistance is something that Belfast International Airport take a great deal of pride in.

Assistance Provided by the Airport

Persons of Reduced Mobility (PRMs) using Belfast International Airport will be provided with assistance as and when required on their journey through the airport. Belfast International Airport (BIA) have contracted OCS to provide the assistance service.

OCS have well trained, competent staff and a range of specialist vehicles and equipment to ensure that every customer has a safe, efficient and comfortable transfer through the airport. On departure, the service is available from the customer’s point of arrival at the airport to their seat on the aircraft. On arrival, the service is available from the aircraft seat to the customer’s onward mode of transport. The OCS Assistance Desk is located to the left side of the Check In Hall. This service is provided free of charge.

Click Here to read Belfast International Airports full Access Guide.

How to obtain this assistance

To obtain assistance, please inform the Airline/Tour Operator when booking the flight or no later than 48 hours before the flight is due to operate. Please advise of the type of assistance required and if any personal mobility equipment such as a powered scooter or wheelchair will be used.

Getting to and from the Airport

Private Vehicle:

The Drop Off Zone
The Drop Off Zone is located at the front of the terminal, there are two accessible waiting areas reserved for PRMs. There is a shelter beside each waiting area and an Assistance Point in each shelter. Press the green button to request assistance.
There are Help Buttons at each exit of the Drop Off Zone. Please press to contact Car Park staff. A minimum charge of £1 is applied for use of the Drop Off Zone.

Coach Park
Drivers of vehicles unable to access the Drop Off Zone due to the height restrictor should use the accessible waiting area beside the taxi rank – Entrance via the Coach Park. To obtain the minimum charge of £1 drivers should contact Car Park staff via the Help button on the pay station and advise that they were dropping off or picking up a Person of Reduced Mobility.
Note: If you are a blue badge holder and your preference is to use the Coach Park, then you will be required to go to a pay station, press the intercom button for the car park team to have your tariff reduced. Please ensure you have your blue badge with you as you maybe required to show this at the pay station.

Short Stay
The Short Stay Car Park and Pick Up Point is located beyond the Drop Off Zone at the front of the terminal building. There are a number of accessible parking spaces in the Short Stay Car Park reserved for Blue Badge holders. There is an Assistance Point beside the accessible parking spaces, press the green button to request assistance. A minimum charge of £1.00 is applied for use of the Short Stay Car Park.

Long Stay
The Long Stay Car Park has accessible parking spaces reserved for Blue Badge holders. These spaces are located beside each bus shelter and there is signage in place advising customers how to request the courtesy bus. The courtesy bus is fully accessible. Customers intending to take their Blue Badge for use on their trip should inform Car Park staff prior to departure.

Additional Information
All car park entrance and exit barriers and pay stations are fitted with a Help button. Please press to speak with Car Park staff.

Blue Badge holders may pre-book the Long Stay Car Park at www.belfastairport.com and will be upgraded to the Disabled parking bays in the Main/Short Car Park. Customers should contact carpark.office@bfs.aero or contact +44 (0)28 94484851 with a booking reference, to arrange.

Further information on parking arrangements for Blue Badge holders please contact +44 (0)28 94484851.

Pre-book car parking online at www.belfastairport.com or call +44 (0)28 94484851.

Taxi
The Taxi Rank is located beside the Arrivals Hall. There is a Drop Off/ Pick Up point and Assistance Point at the Taxi Rank. Accessible taxis are available.
While the area is staffed an Assistance Point is located at the pay station where the taxi rank and coach park boundaries meet.

Bus
The local services Bus Stop is located outside the pedestrian area at the front of the main terminal building. Regular services to and from Belfast, Lisburn, Antrim and the North West are available. An Assistance Point is located within the Bus Shelter, press the green button to request assistance. All buses are fully accessible, please ask the driver for assistance.

Translink
Express Service 300 to and from Belfast City Centre.
Service 109A to Lisburn/Antrim.

Airporter
Service to Londonderry.

Coach
The Coach Park is located to the left of the main approach road to the terminal building. An Assistance Point is located where the coach park and taxi rank boundaries meet.

Off-Site Car Parks
Cosmo and McCausland operate off-site Car Parks in the vicinity of Belfast International Airport.

  • Cosmo vehicles are fully accessible and drivers are trained to provide assistance on request.
  • McCausland’s drivers are insured to take the customer’s vehicle to the Drop Off Zone at the front of the terminal on request.
  • Cosmo and McCausland buses drop off and pick up from designated shelters in the coach park.

Walking Distances

FromToDistance in Metres
Drop Off ZoneCheck In 115
Check InSecurity 120
Drop Off ZoneGates 10-14 435
Drop Off ZoneGates 16 & 17 455
Drop Off ZoneGate 18 440
Drop Off ZoneGate 21 585
Drop Off ZoneGate 22 660
Drop Off ZoneGate 24 660
Drop Off ZoneGate 25 645
Drop Off ZoneGate 26 625
Drop Off ZoneGate 27 585
Drop Off ZoneGate 28 560
Drop Off ZoneGate 29 580
Check InGates 10-14 320
Check InGates 16 & 17 335
Check InGate 18 325
Check InGate 21 470
Check InGate 22 470
Check InGate 24 545
Check InGate 25 530
Check InGate 26 510
Check InGate 27 470
Check InGate 28 445
Check InGate 29 465
 
Maximum Walking Distance To Domestic Arrivals275
Maximum Walking Distance To International Arrivals340
Domestic ArrivalsTerminal Exit 150
International ArrivalsTerminal Exit 200


Published: January 2020

Source: Belfast International Airport

Story URL: https://www.belfastairport.com/special-assistance

Birmingham Airport Special Assistance

Birmingham Airport Special Assistance

Birmingham Airport offers a range of special assistance. This service is not just limited to passengers with reduced mobility and covers a variety of assistance needs. This service is operated by OCS Ltd.


Published: January 2020

Source: Birmingham Airport

PDF Link: https://www.birminghamairport.co.uk/media/6238/assisted-travel-information-january-2020.pdf

Story URL: https://www.birminghamairport.co.uk/at-the-airport/terminal-facilities/special-assistance/

Bournemouth Airport Special Assistance

Bournemouth Airport Special Assistance

Special Travel Assistance

Bournemouth Airport has a reputation for being a friendly, easy to use airport. 

Bournemouth Airport the following information will help you to plan your trip and provide a stress free start to your journey.

Special Travel Assistance from trained staff can be made available for departing passengers from the point of arrival at the airport and from the inbound aircraft.

Bournemouth Airport treat their passengers who require assistance as individuals and will speak to the passengers and carers to ensure they deliver the assistance required, whilst maintaining the dignity of the individual.

It is vital that the requirement for assistance is discussed with your airline to ensure that the required assistance is available (this differs for individual airlines) prior to arrival at the airport. Any requests for assistance should be made at least 48 hours in advance of travel.

As part of Bournemouth Airport’s commitment to improve their passengers experience we welcome feedback regarding their assistance team and your experience.

Bournemouth Airport can also facilitate pre-travel visits November to February for Disability Support Groups including those for hidden disabilities such Autism/Asperger’s/ Dementia etc. Visits are arranged through recognised groups, such as those listed below. However Bournemouth Airport welcome all support groups.

Autism Wessex www.autismwessex.org.uk 01305 213135 

Bournemouth Airport work with Autism Wessex to deliver training in understanding needs and requirements of people with Autism. This also gives Bournemouth Airport staff an opportunity to ask questions and share experiences. Bournemouth Airport also use this opportunity to see if they can make any improvements to their service.

The Bournemouth Blind Society www.bournemouthblindsociety.uk 01202546644 

Bournemouth Airport work to enhance their teams understanding of the challenges of visual impairment. This is done by using various aids to restrict the individuals vision to different degrees. This gives insight to the special awareness experienced. Bournemouth Airport also use this opportunity to see if they can make any improvements.

STOMAWISE www.stomawise.co.uk 0843 849 7459 

Bournemouth Airport work hard to ensure their teams understand the challenges faced by passengers with stomas, and understand that each individual has the right to dignity and respect and the challenges which may be faced whilst they are travelling through Bournemouth Airport.

Bournemouth Airport invite the above groups and societies into the Airport, and take these opportunities to work with the Security / Customer Services and PRM teams towards enhancing the passengers experience, and where appropriate host familiarisation visits and ask for their input into how we can improve our services and meet the passengers expectations.

All Disability Support Groups are welcome to engage with Bournemouth Airport.

For general enquiries please contact Bournemouth Airport help desk on 07534988571.

Hidden Disability Assistance

Bournemouth Airport is pleased to offer assistance to passengers with Hidden Disabilities in a variety of ways.

Passengers with Hidden Disabilities are offered the opportunity to participate in the airport’s Sunflower lanyard system which allows staff to identify passengers with a condition that may need additional services or awareness.

Passengers should attend the Airport Information Desk to register their requirements for a range of issues which include:

  • Hearing impairment – Portable hearing loops are available upon request at the Information desk and in Security.
  • Sight impairment
  • Colostomy and Stoma – Security members of staff are trained to deal with this condition when there is a requirement to undertake search procedures and a private area is set aside for this purpose.
  • Autism – Passengers on the Autistic Spectrum may book a familiarisation tour as part of guided a familiarisation tour tailored to the their needs prior to the flight.
  • Dementia – Bournemouth Airport is dementia friendly. Representatives are welcome to visit and deliver training/give information to Bournemouth Airport staff.

Booking Assistance

It is imperative that you discuss any special requirements when you make your travel arrangements or book a holiday. This applies to all booking methods – travel agents, websites or by telephone (Customers using an internet booking service will usually find a relevant telephone number on their websites). These booking details will then be passed to Bournemouth Airport’s disability service provider.

Please download the Bournemouth Airport accessibility guide and Bournemouth Airport terminal map for Bournemouth Airport, which will guide you through each step of the airport experience, highlighting areas in which you can wait for PRM assistance and detailing how they will assist you through each stage of the airport journey.

Bournemouth Airport are building relationships with the Bournemouth Blind Society and Autism Wessex to ensure their team have an insight into how best to assist passengers who live with these conditions.

Representatives are welcome to visit and deliver training/give information to the staff. 

For more information on the registered organisations Bournemouth Airport has worked closely with in creating their accessibility guide, please view the list of the accessibility support groups who continue to provide insight into accessibility requirements:

For general enquiries please contact the helpdesk on 07534988571.

Airport Security

All of the Security Officers at Bournemouth Airport are trained in Equality & Diversity to enable them to understand sensitivities regarding disabilities. Bournemouth Airport Security staff are obliged to carry out a hand search whenever a passenger activates the Archway Metal Detector, if you are a wheelchair user that’s likely to be the case. Walking aids are provided to assist passengers through the Archway Metal Detector and seating is available close to the AMD, there is also a private search area available within the security screening area. Water is available if required and if you need to take liquid medication in your hand luggage this will be screened using specific equipment.

Mobility Equipment

Travelling with an Electric Mobility Aid

At the time of booking your flight or up to 48 hours in advance of travelling, please contact your airline directly or via your travel agent to pre-book assistance.

You should also tell your airline if you intend to take your own mobility aid such as wheelchair or scooter. The airline will also require the make and model of your mobility equipment along with the weight and dimensions, this information is required to make your electric mobility aid safe for travel.

When you arrive at Bournemouth Airport for your departure flight, please proceed to one of the Help points or Information Desk within the Terminal. From this point a member of staff will assess your needs and will ensure that your electric mobility aid is safe for travel.

You can remain in your electric mobility aid right up to the aircraft door. However, staff may ask you to transfer to one of our wheelchairs at the gate. By doing this your electric mobility aid can be taken to the aircraft side for loading in a timely manner. Staff will then board you on your flight.

On arrival back into Bournemouth Airport you will be met by a member of staff who will collect your electric mobility aid from the aircraft hold, and will then assist you through the arrivals process. If there is a problem with your electric mobility aid on arrival at Bournemouth Airport will provide a courtesy wheelchair.

Facilities and Services Parking

Disabled ‘drop off’ and parking spaces are located in Car Park 1 for any length of stay. Normal car park charges apply. Unfortunately increased security measures mean that vehicles are no longer able to park at the front of the terminal building.

On arrival at Bournemouth Airport

  • If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact staff using the help point located in Car Park 1
  • Alternatively, contact staff using the help point located next to the Information Desk which is located in the main terminal building.

Wheelchairs

If you require the use of a wheelchair from the car park, please contact staff using the help point in Car Park 1. Wheelchairs are available for use free of charge, but please note they are subject to availability.

Boarding the aircraft

We have a range of equipment to help you board the aircraft quickly and efficiently. Our staff will discuss individual requirements with you and arrange the most appropriate type of help.

Passenger Assistance

These new areas are easy to locate and can be found adjacent to the Information Desk, in the Departure Lounge and in the International and Domestic Arrivals Halls.

Toilet facilities

There are fully equipped disabled toilets located in all areas of the terminal building.

Telephones

Public telephones are available in the terminal. Lowered units may be found in the airside restaurant area.

Assistance dogs

Assistance dogs are allowed into the terminal building and may travel on aircraft, providing they comply with the Pets Travel Scheme (PETS).

For advice on flying with your assistance dog contact:

www.guidedogs.org.uk or www.hearingdogs.org.uk

Useful contacts

Bournemouth Airport (main switchboard) – 01202 364000

Disability service provider – 07534988571

Useful web links

www.gov.uk/transport-disabled/planes

The UK government code of practice for access to air travel for disabled people may be found at: www.dft.gov.uk

Compliance Procedures

European Legislation

The Regulation No 1107/2006 concerns the rights of disabled persons and persons with reduced mobility when travelling by air.

From the 26 July 2008 new European legislation (Regulation No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air) comes into force.

The aim of this legislation is to ensure that consistently high quality disabled assistance is provided at airports throughout the European community.

The airport will have overall responsibility and management of this new service.

In order to comply with Article 9 clause 3 of the new legislation we are publishing our table of service standards.

Performance Standards

Our Performance

Assistance Consultative Group

Minutes
Consultative Group – May 2018
Consultative Group – Nov 2018
Consultative Group – Nov 2019

Published: January 2020

Source: Bournemouth Airport

Story URL: https://www.bournemouthairport.com/special-assistance/

Bristol Airport Special Assistance

Bristol Airport Special Assistance

Special Assistance

Assistance Before You Travel

Assistance at the Airport

Assistance After Security

Assistance Returning to Bristol

Hidden disabilities

Bristol Airport has worked with OCS Group, the special assistance provider at the Airport, and local Dementia, Autism and Alzheimer charities in developing a hidden disabilities assistance card in addition to the lanyard scheme. The card, which is the size of a business card, acts as a discreet sign to airport staff to identify passengers who may need additional support or assistance as they travel through the airport. The card can be handed discreetly to airport staff along with the passenger’s boarding pass or passport.

Bristol Airport, Sunflower Lanyards.

The special assistance card advises staff that a passenger may need more time to process information, help in avoiding crowded places or extra assistance in reading departure boards or flight information, for example. The card also encourages airport staff to use clear language when giving instructions. Airport staff will also be aware that passengers carrying a card may need to remain with a family member or companion at all times.

Hidden disability assistance cards, lanyards and booklets are available on request at the OCS Reception desk located in the Arrivals Concourse (opposite the Ritazza Café).

In conjunction with the launch of the hidden disabilities special assistance card, OCS Group has worked with Thumbs Up World Ltd to produce a small colour booklet containing useful information for passengers with hidden disabilities using Bristol Airport.

The booklet is designed for passengers and their families and carers to use before and during a journey from the airport. It provides a clear guide on what to expect at the airport with photographs of each area including check-in, security, retail and catering outlets, boarding, arrivals and baggage reclaim. The booklet also contains space for passengers to record their own specific needs or any questions they may have along with emergency medical and contact information.

A video of the guide has been developed by Thumbs Up World UK and will be available on the Bristol Airport website as an additional resource for passengers.

Passengers or their families and carers travelling through Bristol Airport can request a booklet in advance from OCS by emailing brs-hiddendisability@ocs.co.uk providing their name, departure date and relevant flight information. Alternatively, the booklet is available to download here.

The National Autistic Society has some helpful advice on what to do if you’re travelling with children or adults with autism. If you are travelling with a child with autism and want to know more about air travel, take a look at this video for more assistance.


The Ramble Tag

The Ramble Tag is available for passengers who have requested visual impairment assistance on arrival at the Airport with OCS – offering piece of mind each time they travel.

Bristol Airport, Ramble Tag.


Passengers with Dementia

Airports are very busy places with lots of noise and distractions. If you have Dementia these things can become even more amplified. The Alzheimer Society provides a useful fact sheet with advice for people travelling on holiday.
We have made great progress in getting as many front line staff as possible Dementia Friends to ensure they are aware of the complexity and not everyone with Dementia has the same needs as the next. Importantly they are able to offer support when it is needed.


Travelling with IBD

If you have Crohn’s Disease or Ulcerative Colitis (the two main forms of Inflammatory Bowel Disease or IBD) you may find the thought of travelling quite daunting, whether that’s due to toilet accessibility, going through security with a stoma bag or other IBD related concerns.
To help with any anxiety and make sure you have a more positive travel experience, Crohn’s and Colitis UK have put together a travel and IBD fact sheet to help you feel more comfortable when planning a vacation or business trip.

For more information please contact brs-hiddendisability@ocs.co.uk or telephone 01275 473403.


Parking

Blue Badge or special assistance bays at Bristol Airport are clearly marked in all car parks* and our Customer Service team are available to assist.

Special assistance parking bays are located closer to the terminal in each car park and next to the reception building in Silver Zone. When you are ready to board the shuttle bus please use the wheelchair ramp request button fitted to the outside of the bus or present yourself to the driver who will operate the ramp and highlight the designated wheelchair parking space on board. All our shuttle buses are fitted with wheelchair ramps and are certified to carry one wheelchair.

Special Assistance passenger drop off and pick up

Blue badge holders can receive up to 30 minutes free parking in the Drop & Go Car Park, perfect if you are either picking up or dropping off a passenger with special assistance. Simply take your blue badge to the Special Assistance Reception Desk in the Terminal, where staff will issue a car park exit ticket valid for a 30-minute stay.

If you need assistance throughout your journey, we recommend that you pre-book with your airline or travel agent at least 48 hours in advance. But if you haven’t done this, we’ll do our very best to help – just go to a help point with your flight details to hand.

Bristol Airport, Bus.

*Due to current renovation works, dedicated special assistance bays in our Drop & Go Car Park will be unavailable until late Spring 2020.

For general enquiries regarding special assistance at the Airport please call 01275 473403.

Useful links

EU Regulations 
Transport if you’re disabled
Disability and Air Travel
Flying with your assistance dog 
GDAAD: Travel with assistance dogs
Tryb4uFly
AccessAble

General Information

Bristol Airport PRM standards 
PRM Standards Summer 2019
PRM Standards Winter 2018/19
PRM Standards Summer 2018
PRM Standards Winter 2017/18
Airline contact details 

Special Assistance Consultative Committee meeting notes

28 August 2019
7 February 2019
9 August 2018 
26 January 2018

Work with disability organisations

OCS Group UK Ltd initiatives
Hidden Disability Card
Changing Places Facility
BDAA Hidden disability launch

Maps

Ground Floor Map

Bristol Airport, Ground Floor Map.


Car Park Map

Bristol Airport, Car Park Map.


First Floor Map

Bristol Airport, First Floor Map.


Mezzanine Map

Bristol Airport, Mezzanine Map.


Special Assistance

Bristol Airports Special Assistance agents put customer service at the heart of their everyday work, the team support passengers with reduced mobility throughout their airport experience, from check-in to aircraft.


Published: January 2020

Source: Bristol Airport

Story URL: https://www.bristolairport.co.uk/at-the-airport/special-assistance

Cardiff Airport Special Assistance

Cardiff Airport Special Assistance


Maes Awyr Caerdydd


Special assistance

Cardiff Airport extends a warm Welsh welcome to all of our passengers at Cardiff Airport. If you need assistance at the Airport, they have an experienced and dedicated team here to help with your individual requirements.

If you require assistance when travelling, please follow these steps

  • At the time of booking your flight or up to 48 hours in advance of travelling, please contact your airline directly or via your travel agent to pre-book assistance. You should always pre-book with your airline or travel agent if you require assistance.
  • You should also tell your airline if you intend to take your own mobility aid such as wheelchair or scooter.
  • For more information about the help we can give you at Cardiff Airport, or if you have any queries, please call 01446 729329 or email us at PRMDesk@cwl.aero. This is a 24-hour service with a team on hand to assist.

You can find out information about car parking on our Special Assistance parking page. For general information about security at the Airport please read our security information.

Read our PRM service level agreement.

Hidden Disabilities

Cardiff Airport recognizes that many disabilities cannot be seen. We have a dedicated and highly trained team to provide support to our passengers who may need additional support when they travel from the Airport.

The Sunflower Lanyard Scheme

The Sunflower Lanyard Scheme gives passengers the option to request additional support or special assistance with their terminal experience. 

Passengers with a hidden disability can wear a lanyard, pin badge or wristband to discreetly indicate to staff that they require some extra support when navigating through the airport.

The Sunflower Lanyard scheme products can be requested, free of charge, in advance by contacting the Special Assistance desk at the Airport, or picked up on the day of travel. For more information, please call 01446 729329 or email Cardiff Airport at PRMDesk@cwl.aero.

Familiarisation Tours

Cardiff Airport offers familiarisation tours, where customers can pre-arrange a convenient time or date before they are due to travel to visit the Airport, talk to the team and experience both the inbound and outbound journey to familiarise themselves of the Airport surroundings before their journey. Please note that visits are subject to availability and do not include going onto an aircraft. Please contact 01446 729329 or email us at PRMDesk@cwl.aero to book a visit.

Your rights to fly
Traveline Cymru 
Civil Aviation Authority 
CAA passenger survey on quality of assistance provided to passengers with reduced mobility at UK airports
Taking your pet abroad

Our Performance against Special Assistance Service Level Agreement winter 2018/19

Our performance against Special Assistance Service Level Agreement Summer 2019

Recent news

Joint working will enhance the airport customer journey https://www.cardiff-airport.com/news/2017/01/05/joint-working-will-enhance-the-airport-customer-journey/ 

Cardiff Airport staff trained by actors with learning disabilities to enhance their communication skills http://www.arts.wales/141247

https://wales247.co.uk/cardiff-airport-staff-to-undergo-training-with-hijinx-to-improve-customer-experience/


Published: January 2020

Source: Cardiff Airport

Story URL: https://www.cardiff-airport.com/special-assistance/

City of Derry Airport Special Assistance

City of Derry Airport Special Assistance


Special Assistance


View CoDA’s Performance:

CAA Quality Standards Report LDY Summer 2019

CAA Quality Standards Report LDY Winter 2018_19

CAA Quality Standards Report LDY Summer 2018

CAA Quality Standards Reporting LDY Winter 2017

CAA Quality Standards Reporting LDY 2017

CAA Quality Standards Reporting LDY Winter 2016.

CAA Quality Standards Reporting LDY 2016

City of Derry Airport PRM Quality Standards October 2015

City of Derry Airport CAA PRM Quality Standards apr-sep15

City of Derry Airport CAA PRM Quality Standards oct15-mar16

City of Derry Airport, Special Assistance.

The Civil Aviation Authority, in co-operation with UK airports, collects feedback on the quality of the assistance provided to passengers with reduced mobility.  City of Derry Airport would be grateful if you would take the time to complete a short survey on the assistance provided to you on departure from, and on arrival back at, a UK airport.  To give your important feedback, please visit:  www.surveymonkey.com/s/PRMUK

At City of Derry Airport, (CoDA) their aim is to promote effective customer services within a safe environment and to meet and exceed the needs and expectations of all their air carriers.  It is their mission to recognize the individual needs of each of our customers and ensure they exceed their expectations when travelling with City of Derry Airport.

KEY WALKING DISTANCES:
Distance FromToMetres
Drop off ZoneEntrance Doors 19.5
Blue Badge Allocated SpacesEntrance Doors 25
Entrance DoorsCustomer Services Desk 18.5
Entrance DoorsDisabled Toilets 30.5
Entrance DoorsCheck-in Desk/Special Asst Area 37.5
Customer Services Desk/Special Assistance AreaSecurity Central Search Area 9.5
Security Central Search AreaDeparture Lounge/Gates/Toilets 23
Baggage Reclaim/Disabled Toilets/UKBFCustomer Services Desk 56.5
Arrivals’ DoorsCar Park 76
Exit DoorsCar Park 20

NOTIFICATION

Pre -notification should be made at the time of booking the ticket.  Contact your airline for more information. http://www.ryanair.com/en/questions/special-assistance/

Alternatively, passengers may also contact Customer Services at CoDA by:

Telephone: 02871 810784 (Extension:201)

Fax: 02871 813597

Email: info@cityofderryairport.com

AMBULIFT

An ambulift is available to convey passengers and wheelchairs up to/from the aircraft door. This makes for a smooth, efficient and convenient boarding/disembarking for passengers.

WHEELCHAIRS

Wheelchairs are available and should be requested with your airline/tour operator when booking your flight. They will then send this information through to the airport direct. You will be able to remain in your wheelchair until you are at the aircraft for boarding. Your wheelchair or an airport wheelchair will be available at the aircraft side as soon as you disembark.

Please note that whilst the airport provides wheelchairs on request to all passengers, each airline will have a different policy on the handling of wheelchair passengers.  For further information passengers are advised to check with the airline prior to booking.

ARRIVAL/DEPARTURE ASSISTANCE POINTS

The airport (CoDA) provides designated points of arrival and departure for passengers requiring assistance at the following locations:

  • Customer Services desk, located in the main terminal building adjacent to the entrance
  • At the check-in desks
  • Via intercom located at the car park entrance barrier.
  • At the arriving aircraft
  • Please be aware at busy times, there may be a wait at these help points for assistance. If you are travelling with a family member or companion and they are happy to assist you, there will be wheelchairs available in the terminal for you to use. Please ask the agent at the Customer Services desk to provide a wheelchair.
ASSISTANCE DOGS

Assistance dogs are accepted for travel within the UK. When assistance dogs are travelling outside the UK, the dog must be registered with The Pet Travel Scheme (PETS). Approval for the assistance dog to travel is required from the airline and holiday destination. For advice on flying with your assistance dog please contact:

https://www.gov.uk/take-pet-abroad

INSURANCE

Before you travel make sure that you have insurance which covers your equipment needed for the journey.
For more information you can view the European Commission video on the rights of passengers: http://ec.europa.eu/dgs/energy_transport/videos/transport/2008_06_prm_en.htm

GETTING TO AND FROM THE AIRPORT

Public transport to/from airport 

City of Derry Airport is served by Translink.  Please click on the link for more details on Translink services to and from the airport:  http://www.translink.co.uk/Services/Ulsterbus-Service-Page

Taxis City Cabs are the official Airport Taxis and they are located outside the terminal building: http://www.citycabsderry.com/home

Car parking The most competitive rates for car parking at the airport can be obtained when you prebook online.  To pre-book your car parking online, please visit:  parking@cityofderryairport.com

USEFUL CONTACTS

Customer Services-

Telephone: 028 71810784 extension: 201
Email:  info@cityofderryairport.com

The UK government Code of Practise for access to air travel for disabled people may be found at www.dft.gov.uk.

AIRPORT OPENING HOURS

The Airport opening hours vary from day to day.  They recommend you contact: 02871 810784, Extension: #201 or alternatively please e-mail the Airport: info@cityofderryairport.com

INFORMATION ON HOW TO COMPLAIN

CoDA welcomes any feedback you may have about the assistance provided (comments, complaints or compliments).  This feedback can be made in writing via the feedback section of the website; by post or by e-mail.

Please contact the Airports dedicated Customer Services Manager at City of Derry Airport, CoDA Operations Ltd, Airport Road, Eglinton, Derry-Londonderry, Northern Ireland, BT47 3GY.

Telephone:  + 44 (0) 2871 810784

In the case of a complaint being made, an acknowledgement will be sent within 5 working days. A thorough investigation will follow within the next 10 working days. The complaint should be fully responded to within 28 working days.


ADDITIONAL INFORMATION

Car Park Transfer and access to/from Terminal

All passenger facilities are located on the ground floor. CoDA provides services and assistance, including:

  • Wide parking dedicated spaces, clearly signed within our car parking facility opposite the main terminal entrance;
  • Help intercom keys are located at all entrance, exit barriers and pay stations. Please contact the Customer Services Desk agent at the entrance intercom if you require assistance from the car park;
  • Alternatively if you do not require assistance from the car park, please report to our Customer Services desk located on the left side of the main concourse at the front of the terminal;
  • A “drop off “ zone is located adjacent to the main terminal building;
  • The car park is accessible by means of low level kerbs and ramps in close proximity to the terminal entrance;
  • If assistance is requested to/from the car park to/from the terminal building, a member of the Customer Services staff will oblige, giving the passenger the option of using their own wheelchair or an airport wheelchair.
  • Discuss with the Customer Services Desk agent, your preferred means of access through the airport;
  • Concessions are available on car parking fees for Disabled Badge holders. To avail of these rates please make your way to the customer services desk located in the main terminal;
  • If you need to take your disabled parking badge on your onwards journey, please present it at the Customer Service desk agent who will supply you with a temporary badge to place in your car whilst parked in the airport car park.
  • Assistance will also be given to visually impaired passengers, hearing impaired passengers and nervous passengers.
City of Derry Airport, Blue Badge.

Customers presenting their Blue Badge at the designated assistance point can avail of 2 hours complimentary parking.

If you should wish to use your Blue Badge when you reach your destination, our staff at the Customer Services Desk will provide you with a temporary Badge. This temporary badge must be placed in your vehicle where it is clearly visible until your return; enabling you to take your official Badge on your onward journey.

Mobility Equipment

For passengers requiring assistance who present themselves at the airport with an electric mobility aid, a process has been put in place to ensure the safe carriage of their aid as specified in the CAA’s safety notice  SN-2012/003: Safety Requirements Applicable to the Carriage of Electric Mobility Aids. If the PRM uses an airport wheelchair their mobility aid will be tagged and removed for loading in the hold. If the mobility aid is electric the agent is required to attach the electric mobility aid tag as detailed in SN-2012/003.

  • When the written instructions for making the electric mobility aid device safe have not been received from the aircraft operator and are not available from the PRM, subsequently LDY staff will refer to BHTA’s log which contains the information required by airport operators and aircraft operators to facilitate the safe carriage of any electric mobility aid;
  • On arrival of flight, if the passenger’s mobility aid has been damaged, the Airport will provide a temporary manual replacement. A report will be provided to the airline to facilitate claims.

Your transfer through the Terminal – check-in, security and boarding

  • If required a dedicated customer services agent will escort the PRM through the check-in process;
  • A Customer services agent will accompany the PRM through to security central search using the fast track entrance at security;
  • During the security process PRMs, who are unable to walk unaided can remain in the wheelchair but still be inspected as per the security requisite.
  • Medical equipment will remain with the passenger, however the airline must be notified and a medical note must be presented at the Security Search Area;
  • A private search room is available upon request;
  • A Terminal Services agent will then position the PRM in the designated area at the boarding gate for easy transfer to the aircraft. This transfer will be completed using our PRM transfer vehicle;
  • Assistance is given from the Airport staff when the PRM requires to be taken to/from the aircraft;

Airport Facilities

Toilets adapted for special assistance customers are located throughout the terminal and these toilets are fitted with an emergency pull cord;

  • Hearing point – Induction loop for hearing impaired;
  • A dedicated Help Point is situated at the Customer Services desk located on left of main concourse.
  • The airport facilities include Inductive Loop System, Ambulifts for embarking and disembarking aircraft, wheelchairs and PRM trained staff.
  • Arrange for stop and pick-up if you wish to shop or go for a snack/drink or if you wish to avail of toilet facilities.
  • Staff will help you with your baggage on arrival and departure.
  • If the PRM requires a lift on to the aircraft, two members of the Ramp team will facilitate this by means of the Ambi-lift. An ambulift is available to convey passengers and wheelchairs up to/from the aircraft door. This makes for a smooth, efficient and convenient boarding/disembarking for passengers.
  • Wheelchairs are available and should be requested with your airline/tour operator when booking your flight. They will then send this information through to the airport direct. You will be able to remain in your wheelchair until you are at the aircraft for boarding. Your wheelchair or an airport wheelchair will be available at the aircraft side as soon as you disembark.
  • Please note that whilst the airport provides wheelchairs on request to all passengers, each airline will have a different policy on the handling of wheelchair passengers.  For further information passengers are advised to check with the airline prior to booking.


Click here for more information on Assistance for Passengers with Hidden Disabilities

Additional reading from the Consumer Council:

Access to Air Travel, The Consumer Council’s Guide for Disabled and Reduced Mobility Passengers :  Access_to_Air_Travel_CC[1] (1)

Consulting with Local Disability Groups:

Consulting with Local Disability Groups

To ensure that CoDA meets its obligations under Regulation (EC) No.1107/2006: Rights of Disabled Persons and Persons with Reduced Mobility when travelling by air, CoDA liaises regularly with the Consumer Council for NI.

The CCNI protects and promotes the interests of passengers travelling to, from or within Northern Ireland and  provide regular feedback from organizations representing local Disabled Groups. This includes identifying areas where further changes or improvements could be made. CoDA undertakes implementing any recommendations provided by the CCNI on improving our services.

Consultation with disability groups for 2019

As previously mentioned, City of Derry Airport (CoDA) works closely with the Consumer Council for Northern Ireland who provide us with feedback throughout the year from groups and individuals living with various disabilities. Once we receive the Consumer Council’s feedback, we review all the advice and ensure we implement the proposals to ensure we are doing our utmost to meet the needs and requirements of anyone with a disability travelling through our Airport.

On the 19th March 2019, the Consumer Council for NI invited organisations to attend CoDA, to work with us to develop and improve the service that passengers with disabilities and Hidden Disabilities receive when travelling through the airport. The organisations represented included:

  • IMTAC (Inclusive Mobility and Transport Advisory Committee) – providing feedback on issues that affect the mobility of older people and disabled people.
  • Cedar Foundation – Helping the understanding of how staff can make the airport journey easier for people with disabilities such as, autism and brain injury.
  • RNIB – Information on how staff can assist customers who are affected by sight loss, including blind and partially sighted people, their families, friends and carers.
  • North West Forum of People with Disabilities – This is a local group who provide the Airport direction on how they can assist people with a physical, sensory or mental impairment, with learning difficulties or hidden disabilities.
  • Destined – This organisation provides guidance on how to help people with Learning Disabilities.
  • GlenOakes (formerly Foyle Disability Resource Centre) – Gives the Airport advice on care services for people with a physical and or sensory disability and acquired brain injury.
  • Action on Hearing Loss – Provides practical information about how to assist people with hearing loss, deafness, tinnitus and ear problems.
  • Alzheimer’s Society – Educating on the various levels of dementia and providing guidance on how to best assist any one who is dealing with early or progressed dementia when travelling.


Autism NI

On 28th November 2017, Autism NI provided Autism Impact Award training to front line staff at City of Derry Airport. In addition to staff completing this very worthwhile course, front-line supervisors were awarded an AQA qualification, making them Autism Awareness champions.

Our Commitment to Autism

By completing the Autism Award, the organisation is committing to:

  1. Staff Training to ensure all staff are Autism Aware and can provide support to an individual with Autism, if needed.
  2. Providing adjustments to the environment to help individuals with Autism use the premises
  3. Ensuring appropriate and individualised customer service and communication that assists people with Autism
  4. Creating an environment where people feel comfortable disclosing their diagnosis of Autism should they wish to. This includes customers and employees who have a diagnosis of Autism.

Ardnashee School & College

The airport welcomed a group of Year 14 students from Ardnashee School & College on 23rd April 2018: http://ardnasheeschool.com/news/airport/

On Friday 15th December 2018 City of Derry Airport hosted a special Santa flight to the North Pole for Children and teachers of Ardnashee School & College: http://ardnasheeschool.com/news/santa1-north-pole


Car Parking

Fast Track

Car Hire

Airport Taxis

Airport Map


Published: January 2020

Source: City of Derry Airport

Story URL: https://www.cityofderryairport.com/at-the-airport/specialassistance/

Doncaster Sheffield Airport Special Assistance

Doncaster Sheffield Airport Special Assistance

Special Assistance


“We’ve tried to make Doncaster Sheffield Airport as easy as possible for everyone to get around.”


There’s lift and ramp access to most areas of the building but if you’re disabled or have restricted mobility don’t worry: the dedicated airport assistance team is on hand to offer extra help if needed.

All you have to do is specify your needs with your airline or tour operator when you book your flight. They’ll then let the Airport know you’re coming so they can make preparations to help you with things like:

  • Lifting baggage and equipment in and out of your vehicle
  • Getting to and from the car park to the terminal
  • Moving around the airport
  • Checking-in
  • Registering, dropping off or picking up baggage
  • Accessing the disabled toilet facilities
  • Getting on and off the plane (using our Ambulift where appropriate)

Doncaster and Sheffield Airport are committed to getting 100% of pre-booked PRM’s arriving at the gate in time for boarding (subject to arriving at the airport on time).

Arriving at the Airport

There are several ways you can let the Airport know when you have arrived.

From the car park you can call 01302 625 099 or press the help button posted on the car park barrier. A member of staff will then meet you in the car park if required. Alternatively, inside the airport there’s a phone that is located at the Westgrove desk that you can use to ring through for help.

Any passengers arriving into Doncaster Sheffield Airport that require additional assistance will be met at the aircraft by one of the friendly and helpful team members.

Walking distances

If you require assistance upon arrival to the airport, you may find the following approximate walking distances helpful – please click here.

Do you need a wheelchair?

No problem. We always have wheelchairs available.

Just request one when you book your flight and we’ll bring it to you when you let us know you’ve arrived. You’ll be able to stay in your wheelchair right up until you board and it will be available for you again as soon as you disembark.

Disabled car parking

The Airport have set aside some prime spaces right at the front of the car park for their disabled passengers. However, they are allocated on a first come first served basis so it would be advised that you to arrive as early as possible to avoid disappointment.

Public transport

Getting to the airport by public transport is easy. A major rail stop on the East Coast Line, Doncaster train station is just seven miles away. From there you can access the Interchange where the X4 shuttle bus service operates between Doncaster Interchange, Stand 1A and the airport which takes approximately 25 minutes.

This service runs every half an hour from 05:26 until 23:35 on a Monday to Friday.
Where can I find more information?
The excellent travelsouthyorkshire.com can help you search bus and rail timetables and plan your journey to the airport.

Airport security

Airport security staff are on hand to assist passengers with any additional requirements they may have. A dedicated room is available within the central search area for passengers who require privacy when being searched. Seating is available within the central search area and water is available if required. If you need to take liquid medication in your hand luggage this will be screened using specific equipment.

Travelling with Mobility Equipment

You should notify your airline if you intend to take your own mobility aid such as a wheelchair or scooter. You will need to provide the make and model of your mobility equipment along with the weight and dimensions, in order to demonstrate that your electric mobility aid is safe for travel.

When you arrive at the airport please proceed to the Westgrove desk. The staff will then assess your needs and ensure that your electric mobility aid is safe for travel.

When you arrive back into Doncaster Sheffield Airport you will be met by a member of the Westgrove team who will collect your electric mobility aid from the aircraft hold. A member of staff will then accompany you through the arrivals process.

In the unlikely event that on arrival of your flight you find that your mobility equipment is damaged or lost, the Airport will arrange and pay for local providers to supply temporary replacement equipment (albeit not necessarily on a like for like basis) or if possible by temporarily lending you our equipment.


Hidden Disability Awareness

Travelling with a passenger who has a hidden disability can be an overwhelming experience. The Airport have provided a guide showing you what to expect when travelling through the airport. Click here to download the Guide to Doncaster Sheffield Airport Airport.

When you book your flights or holiday please tell your airline or travel agent if you or anyone in your travelling party has a hidden disability. This will help the on-board crew as well as agents at the check-in desks and departure gates understand your circumstances and they will be able to provide appropriate assistance, if required.

Hidden Disability Awareness Lanyard

We are happy to be able to provide an assisted travel lanyard to assist you through the airport, either independently or with help from our Airport Assistance service providers. If you would like a lanyard, they will be available on the day of departure from our Westgrove Assistance Desk. Please note that the lanyard is not a fast track ticket through Security, but is designed to be a sign that you or the person you are travelling with may need additional assistance from our staff and therefore help you transit through the airport as smoothly as possible.

Please contact us two weeks prior to departure date, call 01302 625099

Quiet room

Doncaster Sheffield Airport is a vibrant airport, but in the midst of the activity they recognise that some passengers may need a place for solitude. Situated in the departure lounge, our quiet room provides a space for peace and quiet prior to boarding your flight. For access, please speak to a member of our assistance teams at the Westgrove assistance desk.  

Assistance dogs

Doncaster Sheffield Airport accept registered assistance dogs when travelling on approved airlines and routes. Assistance dogs are processed as normal through the central search area.

Quality standards

Please click to view the airport’s Quality Standards document.
See April ’19 – September ’19 Results Here
See October ’18 – March ’19 Results Here
See April ‘18 – September ’18 Results Here
See October ‘17 – March ‘18 Results Here

Passenger feedback

Doncaster Sheffield Airport welcome your feedback and would appreciate it if you could take the time to complete this short CAA PRM Passenger Satisfaction Survey. Alternatively if you would like to contact Doncaster Sheffield Airport directly to provide your feedback or to submit a complaint you can do so by post or by completing our feedback form. By Post: Customer Services Doncaster Sheffield Airport, Heyford House, First Avenue, Doncaster, DN9 3RH.

Working with charities

Click here to see how Doncaster Sheffield Airport work with charities.


Published: January 2020

Source: Doncaster Sheffield Airport

Story URL: http://www.robinhoodairport.com/before-you-travel/passenger-information/

Video URL: https://www.youtube.com/watch?v=CjPR4BGi1zQ&feature=emb_logo

(Durham Tees) Teesside International Airport Special Assistance

(Durham Tees) Teesside International Airport Special Assistance


Special Assistance

Teesside International Airport have tried to make Teesside International Airport as accessible as possible. There’s lift and ramp access to most areas of the building and if you’re disabled or have restricted mobility, our dedicated special assistance team can offer extra help if needed.

All you have to do is specify your needs with your airline or tour operator when you book your flight.

They’ll then let the Airport know you’re coming so they can make preparations to help you with things like:

  • Lifting baggage and equipment in and out of your vehicle
  • Getting to and from the car park to the terminal
  • Moving around the airport
  • Checking-in
  • Registering, dropping off or picking up baggage
  • Accessing the disabled toilet facilities
  • Getting on and off the plane (using our Ambulift where appropriate)

If you were unable to request assistance at the time of your booking your flight, you can contact the Airport directly prior to departure on 01325 331008.

Get in touch upon arrival

There are several ways you can let the airport know when you get to the airport. From the car park you can call the number designated on the signage. A member of staff will then meet you in the car park if required.

Alternatively, inside the airport there’s a phone on the main terminal desk marked ‘wheelchair assistance’ that you can use to ring through for help.

Any passengers arriving into Teesside International Airport that require special assistance will be met at the aircraft by one of the airport team members.

Walking distances

If you require special assistance upon arrival to the airport, you may find the following approximate walking distances helpful.

  • Disabled car park Spaces to Check-In desks – 52 metres
  • Terminal entrance to the Check-In desks – 24 metres
  • Check-In desks to Security – 41 metres
  • Security to farthest Departure Gate – 66 metres
  • Aircraft stands to baggage Reclaim – 51 metres
  • Baggage Reclaim to the car park – 137 metres

Do you need a wheelchair?

The airport always have wheelchairs available. Just request one when you book your flight and they’ll bring it to you when you let them know you’ve arrived. You’ll be able to stay in your wheelchair right up until you board and it will be available for you again as soon as you disembark.

Disabled parking

The journey from the car park to the terminal isn’t very far at Teesside International Airport. However, it is understood that it can still represent a trial for some our disabled passengers and their carers.

To help keep that journey to an absolute minimum, we’ve set aside a row of dedicated disabled parking spaces right at the front of the car park.

Please be aware that they are allocated on a first come first served basis, so we would advise you to arrive as early as possible to avoid disappointment.

If you need any further assistance during your time at the airport please let the airport know in advance how they can help you.

Airport security

Airport security staff are on hand to assist passengers with any special requirements they may have.  A dedicated room is available within the central search area for passengers who require privacy when being searched.

Mobility equipment

In the unlikely event that on arrival of your flight you find that your mobility equipment is damaged or lost, the airport will help arrange for local providers to supply temporary replacement equipment (albeit not necessarily on a like for like basis) or if possible by temporarily lending you our equipment.

Assistance dogs

Teesside International Airport accept registered assistance dogs when travelling on approved airlines and routes. Assistance dogs are processed as normal through the central search area.

Published: January 2020

Source: Teesside International Airport

Story URL: https://www.teessideinternational.com/flight-info/special-assistance/

East Midlands Airport Special Assistance

East Midlands Airport Special Assistance


Special Assistance

“Everything you need to know about requesting special assistance at East Midlands Airport.”

East Midlands Airport, Blue Badge Parking.

Before you travel

Requesting assistance and making arrangements before you arrive at the airport

Departing from East Midlands Airport

Facilities and services for those requiring special assistance at the airport

Assistance at security

Enjoying a smooth journey through security

Facilities and services

Information about facilities and services for those who require special assistance

Arriving at the airport

Information about arriving at the airport

Hidden disabilities

Information about hidden disabilities

Accessible ground transportation

Information about accessible ground transportation at East Midlands Airport

Feedback

We welcome your feedback on our special assistance services

Service Standards and Performance

Information on our service standards, performance, and how to give feedback.

Access Information & Distances

Find out everything you need to know to plan a journey at East Midlands Airport.


Published: January 2020

Source: East Midlands Airport

Story URL: https://www.eastmidlandsairport.com/help/special-assistance/

Edinburgh Airport Special Assistance

Edinburgh Airport Special Assistance


Special Assistance

Edinburgh Airport is committed to providing all of their passengers with excellent customer service and a seamless journey. Please see the information below highlighting who this service is available for, detail on the service provided and our quality standards we expect to achieve.

In order to book assistance please advise your airline or travel agent in advance – ideally, more than 14 days prior to departure or at the time of booking your flight. The minimum notice advised that you give your airline is 48 hours prior to departure. However, if you have been unable to book assistance the airport will make all reasonable efforts to assist you on the day.

Please note that the Reserved Seating Area/Mobility Assistance reception area has moved. It can now be found just outside the Domestic Arrivals doors (sign posted “Special Assistance”) opposite the Airlink 100 bus stance.

Edinburgh Airport is responsible for providing assistance within the airport. Your airline is responsible when you are on board the aircraft.

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Who is this service for

The service is available for People with Reduced Mobility (PRM) which is defined as:

A ‘disabled person’ or ‘person with reduced mobility’ means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and adaptation to his or her particular needs of the service made available to all passengers.

At Edinburgh Airport, they provide special assistance for passengers in the following circumstances:

  • Those able to walk up and down stairs and move about in an aircraft cabin without assistance, but who require a wheelchair or other mobility aid for moving between the aircraft and the terminal, inside the terminal and between arrival and departure points in the landside terminal.
  • Passengers unable to walk up or down stairs, but can move about in an aircraft cabin and require a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points in the landside terminal.
  • Passengers with a disability of the lower limbs who have sufficient ability to take care of him/herself and can move about in an aircraft cabin with the help of an onboard wheelchair but requires assistance when boarding and disembarking an aircraft.
  • Passengers who are completely immobile and have complete reliance on a wheelchair or any other mobility aid and who require assistance at all times from arrival at the airport to seating in the aircraft, or if necessary, in a special seat fitted to his/her specific needs. The same applies in reverse.
  • Passengers who are blind or have a visual impairment.
  • Passengers who are deaf, have a severe hearing impairment or who are deaf without speech.
  • Blind and deaf passengers who can only move about with the help of an accompanying person.
  • Passengers with any other form of disability that may require special assistance.
  • Passengers with temporary injuries, such as a broken leg.

Quality Standards

Edinburgh Airport is committed to delivering its PRM Service Level Agreements, as outlined below (targets set by European Civil Aviation Conference):

Departing passengers

Pre-booked (48 hours in advance)

For pre-booked departing customers upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 10 minutes for assistance.
  • 90% should wait no longer than 20 minutes.
  • 100% should wait no longer than 30 minutes.

Not pre-booked (less than 48 hours in advance)

For non-pre-booked departing passengers, upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 25 minutes.
  • 90% should wait no longer than 35 minutes.
  • 100% should wait no longer than 45 minutes.
  • 100% of departing passengers should reach their aircraft in time to enable timely pre-boarding and departure (dependent on traveller reporting time).

Connecting passengers

For pre-booked or non-pre-booked passengers connecting between an arriving and a departing flight, once they have made themselves known:

  • 100% of connecting passengers should reach their aircraft in time to enable timely pre-boarding and departure (subject to flights arriving and departing according to schedule).

EDI ECAC scores

EDI ECAC scores link from April 18 to September 18

EDI ECAC scores link from October 18 to March 19

EDI ECAC scores link from April 19 to September 19

Requesting Special Assistance

Edinburgh Airport is responsible for providing assistance within the airport. Your airline is responsible when you are on board the aircraft.

In order to book special assistance for your journey, you should:

  1. Advise your travel agent at the time of booking or contact your airline at least 48 hours before your flight to advise them you will require assistance when travelling. Passengers are encouraged to always pre-book assistance with as much notice as possible. However if you have been unable to book assistance the airport will make all reasonable efforts to assist you.
  2. Please advise your airline at least 48 hours before you travel if you are travelling with an assistance dog or with your own mobility aid such as a wheelchair or scooter.

* Each airline at Edinburgh Airport may have differing rules and regulations on booking special assistance. Passengers are advised to contact their own airline for further information before they travel.

Edinburgh Airport Accessibility Forum

Edinburgh Airport is always looking to improve the passenger experience. In order to do this they work closely with local charities and organisations through the Edinburgh Airport Special Assistance Consultative Committee.

To improve the service at Edinburgh Airport they work with various charities such as Salvesen Mindroom , Alzheimer Scotland , The Yard , MS society, Signpost and Combat Stress to further train their staff.

  • Download the October 2019 Edinburgh Airport Accessibility Forum Minutes and slides here
  • Download the March 2019 Edinburgh Airport Consultative Committee minutes here
  • Download the September 2018 Edinburgh Airport Consultative Committee slide pack here
  • Download the March 2018 Edinburgh Airport Consultative Committee slide pack here
  • Download the August 2017 Edinburgh Airport Consultative Committee slide pack here
  • Download the February 2017 Edinburgh Airport Consultative Committee slide pack here

Getting to and from the airport

Driving to the airport

Please following the signage to the appropriate zones in the car parks for wide disabled parking bays. For those drivers who are Blue Badge holders the airport will give 30 minutes of free access to any of the car parks. Just make your way to the nearest customer service kiosk to have your ticket validated when you arrive.

Terminal car parks:

  • Prices are displayed clearly at car park entrances and are listed on the parking section of our website.
  • There are designated Blue Badge spaces in all of our car parks. These are clearly signposted on arrival.
  • Telephone help points are located near blue badge spaces and help will be provided free of charge for passengers who need special assistance.
  • Assistance is available for passengers with a disability, who require help with provision or movement of a wheelchair or help with baggage. Please contact a representative from Omniserv using one of the telephone help points.
  • Those with a Blue Badge should leave this clearly displayed on the car dashboard. However, if you wish to park in the designated spaces but take your blue badge on your journey, you will need to show your badge to the car park operator who can be contacted via the help button at the pay stations or by visiting the customer services office.
  • You must pay for car parking tickets at the customer services office or pay stations before returning to your car. If you require any assistance when paying please press the help button.

Long Stay car park:

  • There are designated Blue Badge spaces close to the bus stop and the customer service office. Please follow the signage to these spaces.
  • A help point is located at the car park pay station.
  • All car park transfer buses are fully wheelchair-accessible.
  • If you have not already pre-paid, you must pay for car parking at the customer services office or automatic payment machines before returning to your car. If you require any assistance when paying please press the help button.
  • Those with a Blue Badge should leave this clearly displayed on the car dashboard. However, if you wish to park in the designated spaces but take your blue badge on your journey, you will need to show your badge to the car park operator who can be contacted via the help button at the pay stations or by visiting the customer services office.
  • For further information on getting from the car park to the terminal building, please contact the airport car park information line on 0844 770 3040 * (UK) or +44 (0)131 348 4203 (from outside the UK).

Drop-off and pick-up:

  • Drop-off and pick-up zones are located on the ground floor of the multi-storey car park. Blue Badge holders are given 30 minutes of free access to the pick-up zone. Please follow signs to the pick-up zone for either drop-off or pick-up.
  • Please have your Blue Badge clearly displayed on your dashboard.
  • Please contact the car park operator at the customer services office in the foyer to validate your ticket.
  • If you have your Blue Badge with you and are being collected at the airport, your driver should contact the customer service office to allow access to a designated bay. After producing a Blue Badge, the driver will be allowed 30 minutes of free parking.

NCP Scotpark (off-site):

  • There are 10 disabled parking bays available in this car park.
  • The customer service office is accessible for wheelchair users and two of the airport transfer buses are equipped with access ramps.
  • If you require any further information please call 0845 056 7080.

Secure Airparks (off-site):

  • Disabled parking bays are located next to the reception and bus stop.
  • Please follow the signage and report to reception (open 24 hours) if you require assistance.
  • Controlled entry and exit barriers are in operation so there is no need to report to reception unless you need to.
  • Telephone numbers to call for assistance can be found in the car park and on the bus shelter.
  • The reception is accessible for wheelchair users and two of the airport transfer buses have lowered suspension and ramps.
  • Assistance can be arranged if you require help with your luggage.
  • If you require any further information please call 0131 333 3377.

Flying Scot (off-site):

  • There are six disabled parking bays.
  • Transfer buses have steps only but assistance with accessing buses is available on request.
  • On your return journey, your car can be brought to the car park reception for collection.
  • If you require any further information please call 0131 333 3445.

Public Transport

A number of public transport options are available to and from Edinburgh Airport. For specific information on the services and accessibility of buses, trams and taxis, please check the operator’s website:

*Calls to this number cost 7ppm plus your telephone companies service charge

Arriving and departing the airport:

To special assistance reception from:
Check-in35m
Short-stay car park150m
Drop-off/pick-up zone150m
Car rental centre340m
Coach park (including transfer buses from Long Stay car park)300m
Tram stop180m
To check-in from:
Special Assistance Reception35m
Short-stay car park150m
Drop-off/pick-up zone150m
Car rental centre390m
Coach park (including transfer buses from Long Stay car park)360m
Tram stop240m
From UK Arrivals hall and International Arrivals 2 to
Short-stay car park200m
Drop-off/pick-up zone200m
Car rental centre390m
Coach park (including transfer buses to Long Stay car park)360m
Tram stop240m
From International Arrivals 1 to:
Short-stay car park75m
Drop-off/pick-up zone200m
Car rental centre470m
Coach park (including transfer buses to Long-Stay car park)440m
Tram stop320m

Inside the airport:

Outward journey:
Special Assistance Reception to security search area105m
Check-in to security search area80m
Security search area to furthest gate (less 120m if using travelators)590m
Departure gate to aircraft135m
Inward journey:
Aircraft to arrivals gate135m
Arrivals gate to UK baggage reclaim hall/meet and greet area (domestic flights)550m
Arrivals gate to Border Control (international flights)250m
Border Control to international baggage reclaim hall100m
International baggage reclaim hall to international arrivals/meet and greet area100m
Total distance from arrivals gate to international arrivals/meet and greet area450m
To nearest accessible toilet from:
Special Assistance Reception70m (via lift)
Check-in35m (via lift)
Security search area40m
Departure gate110m
Passport control/international baggage reclaim30m
Domestic baggage reclaim hall55m
*Please note that distances have been rounded to the nearest 5m.


When to arrive at the airport

Edinburgh Airport strongly recommend that you arrive a minimum of two hours prior to the scheduled departure time of your flight, irrespective of the destination, note that at Edinburgh Airport some of the carriers close their gates promptly at around 30 minutes prior to the scheduled departure time. This recommendation is to ensure you reach your gate in plenty of time to be pre-boarded, following the security process.

If you arrive at any point other than the terminal building, aren’t already in possession of your boarding card, or if you have bags to check-in and require assistance with any or all of these tasks we would further recommend that you allow extra time for us to assist you through these processes.

If you wish to discuss your arrival plans at Edinburgh Airport please contact us through our feedback form and we will be happy to advise you.

Airport Security

Please read the following information regarding our security search area:

  • Low-level benches are available on both sides of the security search area to allow passengers to prepare and to repack their belongings.
  • If you are carrying liquid medication which is over 100ml, please notify the Security Officer at the loading station and present any supporting documentation.
  • Please note that if you remain in your wheelchair when passing through the automatic metal detector, the metal in your wheelchair will activate the archway and a routine body search will be necessary. Private search rooms are available on request.
  • For full details on the security search procedure and regulations, please visit Edinburgh Airport’s dedicated security pages.

Travelling with Hidden Disabilities

Edinburgh Airport are constantly working to improve the airport experience for their vulnerable passengers who may not want to share details of their hidden disabilities. If this applies to you or someone you’re travelling with we can offer you a special lanyard or pin to wear on your journey through our airport.

This will identify you to staff as someone who may need additional support or understanding whilst you are travelling through our airport. The staff have been specially trained to recognise the lanyards and act accordingly.

To pick up a lanyard at Edinburgh Airport, please go to one of the Assistance Reception areas. They will be happy to give you a lanyard or pin, even if you haven’t requested or need special assistance and are happy to undertake your airport journey unescorted. This will help the teams recognise and assist you at every stage.

Please note that using a lanyard or pin is entirely optional and you’re welcome to keep either for your next journey to or from Edinburgh Airport.

Edinburgh Airport also offers a tailored service for passengers with autism-spectrum disorders and provides further details for passengers travelling with many other hidden disabilities who may also wish to take advantage of this. For more information on this service and information available, please see here. If you would like more information to be provided on any area please contact us through our feedback form as they would be delighted to assist.

Mobility Equipment

Omniserv provide the following equipment at Edinburgh Airport:

Staxi Chair & Wheelchairs

  • Detachable or hinged armrests for easy access, moulded for extra comfort
  • Swing away foot-rests (detachable on wheelchairs)
  • Adjustable legs (on wheelchairs only)
  • Wipe clean fabric
  • Max weight 140kgs for wheelchair, 227kg max capacity for Staxi Chair (incl. luggage)
Edinburgh Airport, Staxi Chair.
Edinburgh Airport, Wheelchair.


Columbia Aisle Chairs

  • For use on board the aircraft and designed for safety and passenger comfort.
  • The Columbia Aisle Chairs allows the passenger to be easily moved down the aircraft aisle to their seat.
Edinburgh Airport, Columbia Aisle Chair.


Aviramp Lite

The Aviramp Lite is a towed aircraft boarding ramp designed for use by all passengers, including those who have restricted mobility or use a wheelchair. This piece of equipment eliminates the need for stair climbers and manual lifting.

Edinburgh Airport, Aviramp.


Wheelchair accessible minibus

This vehicle has the following features to aid passengers:

  • Wheelchair access via ramp
  • Variable intensity LED lighting to assist with night operations
  • Cabin heating within passenger areas
Edinburgh Airport, Mini Bus.


AmbuLift

Omniserv operates a number of AmbuLift vehicles which offer a comfortable and easy transfer for passengers to and from the aircraft.

Edinburgh Airport, AmbuLift. (1)
Edinburgh Airport, AmbuLift. (2)


Eagle 2 Hoist

Edinburgh Airport and the Special Assistance providers Omniserv are pleased to offer Haycomp’s Eagle 2 Hoist. This hoist is designed to improve the service, safety and accessibility for passengers with reduced mobility and forms part of Edinburgh Airport’s commitment to improving the services offered to their passengers.

This is available on aircraft types with 6 abreast seating i.e. B737/A320 family and larger, further details on the equipment are available at the link below:
http://www.haycomp.com.au/aviation-lifters/eagle-2/

The Eagle Hoist requires a specific seating allocation to allow safe use with the following criteria:

  • Seat allocated to allow right hand transfer from aisle to a seat immediately adjacent the aisle i.e. Seat Column D in a Boeing 737
  • Seat allocated within a row which has another row of seats behind i.e. not a bulkhead
  • Seat allocated with an armrest which lifts between the seat and aisle.

Please ensure that you speak with your airline at the time of booking your assistance and advise that you will be requesting the use of the Eagle 2 Hoist at Edinburgh Airport and that your seat allocation requires to meet the relevant criteria for the aircraft type. Note that use of the equipment is provisional upon this correct seat allocation by your airline.

The hoist should always be pre-booked (subject to availability) at least 48 hours before travel.

All requests to utilise the hoist should be made in writing to eaglehoist@edinburghairport.com as soon as you are aware of your travel details.

Please provide the following information in your e-mail:

1. Customer name and contact details.

2. Date of travel and flight details.

3. Passenger’s height and approximate weight.

4. Are you using your own sling?

5. Have you used the service before?


Using your own mobility equipment to the aircraft gate

Passengers can remain in their own mobility equipment up until boarding the aircraft.  If this is something you wish to do, please see the following advice:

  1. Present yourself to check-in on arrival so that all pieces of the mobility aid are tagged with a luggage label and an Electric Mobility Aid (EMA) “Safe for Carriage” form can be completed.
  2. Make your way to the special assistance reception just outside the domestic arrivals doors, in order for the EMA to be checked for compatibility on the aircraft.
  3. Proceed through security and to the departure lounge, where you will be met at the gate by one of the Omniserv Operatives to help board onto the aircraft.  The EMA will be taken to the baggage hold after you are on board the aircraft.

On arrival at your destination, the airline crew and handling agent will arrange for your mobility aid to be collected before you are disembarked from the aircraft.

If your mobility equipment is damaged on arrival, it is the responsibility of Edinburgh Airport to organise a temporary replacement whilst it is being repaired. However claims for cost of the repair should be made to the airline.

* For details on how to prepare your mobility equipment for carriage, please contact your airline.

Assistance Dogs

  • Only assistance dogs are permitted inside the airport terminal.
  • It is a requirement that you notify your airline at the time of booking if you wish to travel with an assistance dog. When flying into Edinburgh Airport we also recommend that you contact their animal receiving centre at least 48 hours prior to your flight. Centre staff will guide you fully through the health requirements for your assistance dogs entry to the UK and process your dog on arrival. Please e-mail arc@extrordinair.co.uk or call 0044 131 317 7277. Failure to contact the animal receiving centre to notify them of your arrival may result in delays to your onward journey.
  • A dog spending area for assistance dogs only is located next to the multi-storey car park. A dog waste bin is located within the spending area.

SignLive

SignLive, an Edinburgh-based British Sign Language Online Interpreting Service, has recently launched its Video Remote Interpreting service to provide British Sign Language (BSL) interpreters on demand at Edinburgh Airport.

Edinburgh Airport is the first UK airport to introduce this service, which provides an instant way to communicate with Deaf and/or without speech customers by connecting with an online BSL interpreter via smart handheld devices. The service can be used throughout the terminal buildings, allowing airport agents to communicate with British Deaf people immediately and effectively.

The system is available within the airports landside Special Assistance Reception on request, if you require assistance with your airport journey please ensure you notify your airline, the assistance team will be more than happy to help.

Edinburgh Airport from SignLive on Vimeo.


Welcome App

Edinburgh have partnered with Neatebox, who have launched a welcome app to provide an enhanced experience for passengers requiring special assistance. You can find more information here

Please see our access guide or download our easy read guides below for further information:

Published: January 2020

Source: Edinburgh Airport

Story URL: https://www.edinburghairport.com/prepare/special-assistance

Exeter Airport Special Assistance

Exeter Airport Special Assistance

Special Assistance Advice

Special Travel Assistance should be arranged with the airline or travel company no less than 48 hours prior to the day of departure. The passenger’s requirements will be forwarded to the airport and Special Travel Assistance from trained staff will be made available on the day of travel from the point of arrival. For any late assistance requirement the airport’s Passenger Services Department should be notified email: assistance@exeter-airport.co.uk or call 07896 168 326.

Procedures for Outbound Passengers

  • Passengers who have made their way into the terminal may attend the Help Point at the Assistance Desk in the check-in hall.
  • Passengers with Hidden Disabilities may wish to inform the Assistance Desk and check-in staff of the need for assistance and obtain a Sunflower Lanyard. This scheme will enable airport staff to be become aware of passengers with a condition that may not be obvious. These may include hearing and visual impairment, colostomy and stoma conditions, dementia and autism.
  • The answers to Special Travel Assistance questions will ensure that passengers receive the service that they need and the airport’s disability facilities are made available for boarding the aircraft.
  • Check-in staff should be advised of any need for wheelchair carriage and arrangements will be made for electric wheelchair battery isolation.
  • Seating for those awaiting Special Travel Assistance are situated prior to the Departure Channel.
  • Passengers travelling without an aide will be assisted to the Security Search Area and onward to the Boarding Gate Area in preparation for boarding.
  • The required assistance to board and to be seated on the aircraft will be offered by airport staff.

Arriving by car
People with Reduced Mobility (PRM) who arrive at the airport by car, should use the Help Point ‘Call Button’ at the car park entry barrier and make contact with the car park Customer Service office. The request for assistance will be forwarded to Passenger Services staff.
If the driver is unable to reach the call button, attract attention on the CCTV by flashing headlights.

Arriving by public transport
People with Reduced Mobility (PRM) who arrive at the airport by bus, and require assistance to the terminal, may use the Help Point ‘Call Button’ at the bus shelter.  Passenger Services staff will then offer assistance to the terminal.

Security: Essential Medicines & Medical Issues

  • Mobility equipment may be used through Security and assistance will be offered. Please see the Equipment Advice and Facilities section.
  • When there is a requirement to undertake Security search procedures of a sensitive nature a private room is set aside for this purpose. 
  • Passengers may carry medical items and essential medicines for the journey, including inhalers and dietary foodstuffs in containers over 100ml in hand baggage. Some of these may also need supporting documentation from a relevant qualified medical professional (eg doctor’s letter or prescription). Please check with the airline.
  • EpiPens and Insulin Injection Pens may be carried in a cabin bag or within the hold of the aircraft and the user is not required to provide any medical certification.  If additional insulin is required, a doctor’s note or repeat prescription should be carried for verification.

Airport Plan

The plan (click to enlarge) shows the layout of Exeter Airport.  These are the distances that need to be travelled:

  • Terminal front from Car Park 1 = 50 metres
  • Check-in desks from terminal front = 20 metres
  • Security from check-in desks = 30 metres
  • Boarding gate from security = 20-50 metres
  • Aircraft from boarding gate = 120 metres
Click Here to Enlarge.

Help Points are situated at the Assistance Desk, the Bus Stop and at the entrance to the Car Parks.

Procedures for Inbound Passengers

  • Inbound Special Travel Assistance passengers will be met at the aircraft and taken into the terminal building.
  • Passengers will be reunited with their baggage and wheelchair.
  • Further assistance will be offered to get Special Travel Assistance passengers to their point of departure from the airport.

Equipment Advice and Facilities


Mobility Equipment Advice

If a mobility aid is to travel on the aircraft the airline must be advised in advance. The airline will require the dimensions, weight, make and model of a wheelchair or mobility scooter preferably at the time of booking. If the booking is not made directly, these details will usually be forwarded to the airline by the holiday operator or travel agent.

Outbound passengers may use their mobility aid from arrival, through the airport and up to the point of boarding the aircraft. The Ground Handling team will then ensure that the mobility aid is made safe for carriage in the hold of the aircraft. However, as any battery powered equipment will need to be immobilised they may require information on the procedure.

Inbound passengers will be reunited with the mobility aid at the aircraft side after disembarking.

In the unlikely event that the mobility equipment suffered damage in transit and could not be used, the Special Assistance team will make a strong and reasonable effort to provide a temporary replacement.

Facilities

  • Airport wheelchairs are available for Persons with Reduced Mobility (PRM) in the Arrivals and Departures buildings but a member of airport staff should be notified before use.
  • Tactile drop-curbs and road-crossing points are clearly marked on routes from all car parks.
  • Ramped access for wheelchair users is available to and from the terminal, both airside and landside.
  • Electronic sensors activate doors to the Main Terminal Building and the Arrivals Building.
  • The Assistance Desk in the main terminal has been designed with a low-level counter for use by those in a wheelchair.
  • An Avi Ramp with a 7% slope may be used for aircraft boarding/disembarking passengers with reduced mobility and Ambulift hydraulic lift vehicles are available
  • Low loading ramped airside coaches are available for passenger transfer to and from the aircraft.
  • Special toilets with disabled facilities are provided in the Check-in Hall, Departure Lounge, Boarding Gate Area and the Arrivals Terminal.  Emergency call cords are provided in the cubicles.

Hidden Disability Assistance

Passengers with Hidden Disabilities are offered the opportunity to participate in the airport’s lanyard system which allows Exeter Airports staff to identify passengers with a condition that may need additional services or awareness. Passengers should attend the Special Assistance Desk to register their requirements and obtain a Sunflower Lanyard. Airport staff will then be more aware of passengers with a condition that may not be obvious and these include:

  • Hearing impairment – A team of staff are trained, by BSL training, to assist those who are hearing impaired.
  • Sight impairment – A team of staff are trained, by Guide Dogs for the Blind, to guide passengers who are sight impaired.
  • Colostomy and Stoma – Security members of staff are trained to deal with this condition. When there is a requirement to undertake search procedures a private area is set aside for this purpose. The Colostomy UK Travel Advice page on their website offers comprehensive information and includes links to the Travel Advice Booklet, a Travel Checklist and how to obtain a Travel Certificate.
  • Dementia – Exeter Airport is dementia friendly and our staff, who are trained by the local Primary Care Group, are ‘Dementia Friends’.
  • Autism – Passengers on the Autistic Spectrum may book a guided a familiarisation tour tailored to the their needs prior to the flight. Please contact the airport at least two weeks prior to the day of travel to book this service: email or 07896 168 326. This Exeter Airport procedures video may also be useful for familiarisation.

Quiet Room
The Quiet Room is available for passengers who find it difficult to deal with the unfamiliar and overwhelming environment of the airport or wish to spend some time in a calm environment away from the noise and bright lights of the Departure Lounge.

Exeter Airport, Quiet Room.

The room is intended to offer those with hidden disabilities, such as autism, a safe haven where they can wait ahead of their flight.

The simple space is also a refuge where anxious travellers can relax, contemplate spirituality or in prayer.

To access the facility passengers should approach a member of airport staff or when using the sunflower lanyard scheme request use at the Assistance Desk.


Other Facilities & Assistance Dogs

  • Way-finding signs using high contrast colours, together with illustrated pictograms give directions to main areas of the airport.
  • Braille instruction cards are available at check-in and the Security Search Area for those with a visually impaired.
  • Amplified hearing loops for hard-of-hearing passengers will be made available at the Assistance Desk in the Main Departure Terminal.
  • Leaflet racks for information are situated at wheelchair-user eye level in the Arrival and Departure areas.
  • The airport’s website has the facility to enlarge text for the visually impaired.
  • recognised assistance dog with a Special Assistance passenger may travel in the cabin on Flybe domestic routes and on some of the airline’s international routes. See the travel conditions then contact Flybe to add the dog to the flight booking and include the name, age and weight of the dog.Exeter Airport does not have the facilities to handle pet ‘cargo’ in the hold of the aircraft.

Car Parking (Disability)

Long Stay

  • Blue Badge parking bays are available in Car Parks P1, P2, P3 & P4.
  • The car park shuttle bus service may be used for the transfer from Car Parks P3 & P4 to the terminal.
  • Passengers with Reduced Mobility (PRM) who have booked Special Assistance with the airline may book Car Park P3 but on the day of travel attend Car Park P2.
  • At the P2 entry barrier passengers who have booked Special Assistance with the airline should use the intercom call button to request a Reduced Mobility (PRM) disability parking bay and Special Assistance to the terminal.

If the Blue Badge is required at the destination, an Exeter Airport Disabled ticket should be obtained from the Car Park P2 Office.

 Short Stay

  • Blue Badge holders and drivers collecting Passengers with Reduced Mobility (PRM) may request a free period for drop-off or pick-up in Car Park P1 and pick-up in Car Park P2 to collect passengers from Arrivals 2.
    Use the intercom call button at the entry barrier to request the free period and at the exit barrier to request exit.
  • Drivers without a Blue Badge who are collecting passengers with reduced mobility may move their vehicle to the disability bays in Car Park P1 when the aircraft has ‘landed’. 
  • Passengers booked into a Long Stay car park may use Car Park 1 for the unloading/loading of baggage free of charge.
    If the driver is unable to use the call button the Car Park Customer Service staff (Car Park 2) will assist: 07896 168 326

Compliance Procedures

Exeter Airport is working in accordance with EU Regulation (EC) No 1107/2006 which concerns the rights of Disabled Persons and Persons with Reduced Mobility (PRM) when Travelling by Air. Please check if EU air passenger rights apply and also see the following:

Quality Assurance Standards Reporting documents
The CAA’s mandatory requirement for PRM (Persons with Reduced Mobility) Compliance Procedures, are posted here: 2018/2019   
Previous years: 2017/2018 | 2017 | 2016

The following information is also available within Exeter Airport’s Compliance with Statutory Regulations and Operating Procedures for Passengers with Reduced Mobility Quality Standards (PRM) document which is a Section 85 requirement in the Civil Aviation Act. Exeter Airport is working in accordance with EU Regulation (EC) No 1107/2006 which concerns the rights of Disabled Persons and Persons with Reduced Mobility (PRM) when Travelling by Air. Please check if EU air passenger rights apply and also see the following:

Exeter Airport’s service level waiting target for outbound passenger Special Assistance at designated areas is within:

  • 10 minutes if booked and within 25 minutes if not booked for 80%
  • 20 minutes if booked and within 35 minutes if not booked for 90%
  • 30 minutes if booked and within 45 minutes if not booked for 100%

Exeter Airport’s service level waiting target for inbound passenger Special Assistance at the aircraft on stand is within:

  • 5 minutes if booked and within 25 minutes if not booked for 80%
  • 10 minutes if booked and within 35 minutes if not booked

Departing PRM assistance outbound

  • The airport should be informed of Special Travel Assistance requirements 48 hours prior to the day of departure.
  • The airline or holiday company may make arrangements at the time of the booking on behalf of the passenger or the airport’s Passenger Services Department may be contacted directly.
  • Where no notification is given prior to the day of departure the airport will make all best endeavours to cater for the needs of the PRM.
  • PRM and Blue Badge holders may wish to use the Short Stay designated bays in Car Park 1 for the unloading of baggage.
  • PRM passengers who are not Blue Badge holders will be advised to use parking bays adjacent to the car park Shuttle Bus Shelters in Car Park 3.
  • The car park Shuttle Bus will transfer passengers from the Shuttle Bus shelters to the Terminal and back to the Shuttle Bus shelter upon return.
  • Blue Badge holders or the assisting registered carer may use the Long Stay designated parking bays in Car Park 2.
  • Special Travel Assistance from trained staff will be made available from the point of arrival at the airport.
  • PRM and Blue Badge holders, who arrive at the airport by car, requiring assistance, should make contact with the car park Customer Service office by using the call button at the car park entry barrier.
  • The request for assistance will be forwarded to a member of staff in the Passenger Services department who will make arrangements to transfer the PRM passenger to the terminal.
  • A Help Point for passengers who have made their way into the terminal is situated at the Information Desk in the check-in hall.

Special Travel Assistance Help Point

The Special Travel Assistance Help Point at the Information Desk in the check-in hall is staffed from 05:00 until 19:00. When unattended signage will be in place to advise passengers that information will be available at the check-in desk.

Early arrival at terminal

PRM passengers who arrive prior to the opening of their flight’s check-in will be asked to use the Special Travel Assistance waiting area situated prior to the Departure channel. Collection will be at the commencement of check-in or 90 minutes before scheduled departure.

Passengers at check-in

  • Where practical and appropriate the PRM will be taken directly to the check-in desk and introduced to the check-in agent.
  • Assistance will be offered during the presentation of travel documents and to load any baggage onto the check-in conveyor belt.
  • Special Travel Assistance questions, based on the ABTA Checklist for Disabled Travellers, will be asked to ensure that passengers receive the service that they need and that the airport’s disability facilities are made available for boarding the aircraft.
  • Check-in staff should be advised of the need for wheelchair carriage and arrangements will be made for electric wheelchair battery isolation.
  • All baggage items, including wheelchairs, will be baggage tagged.

Acceptance by the airline

PRM passengers will only be assisted to departures if they are accepted for carriage by the airline and in possession of an appropriate boarding card.

Assistance to Departures

  • After check-in a PRM, requiring assistance, may be asked to wait at the Special Assistance Waiting Area prior to the Departure Channel until it is convenient to proceed to the Security Search Area.
  • The Security Search Area will be negotiated with the assistance of security staff.
  • A disability seat can be made available during a screening search and to avoid any embarrassment a private room for security search will be made available on request.
  • The PRM will then be taken to the Special Assistance Waiting Area at the boarding gate unless there is a request for use of other airport facilities and services.

Assistance in Departures

  • PRM passengers wishing to use catering and retail outlets will be offered assistance to the facility where their staff will take on the assistance responsibility until pre-boarding.
  • A PRM requesting use of a toilet will be escorted to the door of the facility and the assisting member of staff will wait until the passenger is ready to leave.

Boarding commitments

  • If a pre-booked PRM arrives at the airport in time for their flight, in accordance with the airline’s timings, the airport commits to delivering every passenger to the gate in time for boarding.
  • If a pre-booked PRM arrives at the airport in time for their connecting flight, subject to flights arriving on schedule, the airport commits to delivering every passenger to the gate in time for boarding.

PRM aircraft boarding

At the pre-boarding time the passenger will be taken, via the boarding gate where documents need to be examined, to the aircraft. An Ambulift or Aviramp may be used if the passenger is unable to use the steps to the aircraft.

Non-wheelchair using PRM

A PRM who has agreed to walk to the aircraft will be assisted. A wheelchair will be provided if the PRM requires one at any time throughout the route.

Transferring into the aircraft

  • A PRM passenger will be boarded according to the approved airline procedures and assisted onto the aircraft and to their designated seat.
  • A suitable carry/aisle chair may be used for the transfer to the cabin seat.
  • Hand baggage may be stowed in the overhead locker in accordance with airline regulations.

PRM with own wheelchair

  • PRM own wheelchairs may be used until the boarding of the aircraft.
  • Electrical wheelchairs and scooters must have the battery disconnected before being taken onto the aircraft and the PRM will be offered an airport wheelchair with a trained agent to assist.
  • When the passenger has been transferred to their cabin seat, their wheelchair will be loaded onto the aircraft hold.

In the event of a flight delay

Arrangements will be made to provide care during lengthy delay periods. If light refreshments are issued the handling agent will assist in providing them.

In the event of a flight cancellation

A member of staff will assist the PRM to collect any off-loaded baggage and assist them to their next point of onward transportation.

Hotel accommodation in the event of an extended delay

If a PRM needs to be taken to an hotel in the event of an extended delay; the hotel will be advised of the passenger’s condition and of any special requirements.

Inbound assistance from aircraft

The passenger will be assisted onto the ambulift or off the aircraft using the Aviramp.

Assistance through Border Control

A PRM arriving from an international flight will be taken through the appropriate access door and to the front of the Border Control Point.

Assistance at the baggage carousel belts

A PRM will be assisted to the International Arrivals or Domestic Arrivals baggage carousel and their baggage will be identified and taken off the belt.

Assistance through Customs channels

The handling agent will take the PRM and their baggage through the Revenue and Customs channel.

Assistance to first point of onward transportation

A PRM will be assisted with their baggage to their onward travel point. This may be the short stay car park, taxi rank, bus stop or car park shuttle stop.

Waiting and onward transportation

If the onward transportation is not available at that time of arrival the passengers will be offered the opportunity to wait in an appropriate area.  If onward travel is unplanned, advice is available from the Information Desk.

Assistance to complete a “Property Irregularity Report” (PIR)

In the event that baggage is lost or damaged the handling agent will assist with the completion of the PIR.

Return of mobility aids

Wheelchairs and other mobility aids that have been transported in the aircraft hold will be carried from the aircraft and returned to the handling agent and PRM at the oversize baggage area.

PRM in transit between flights

A PRM transiting between flights will be assisted from their inbound aircraft and taken through the normal arrival or transit procedures. They will be assisted to their point of check-in and/or to the Security Search Area and normal PRM procedures will then apply.

Aircraft Diversions

Assistance for a PRM on a diverted flight will be provided as soon as possible and procedures carried out to the best ability of the staff on duty.

Contact Information

The airport provides a dedicated telephone line and email address in the contact us section of the website.  A message may be left and the handling agent will contact the passenger at the earliest opportunity.

PRM visitors to the airport

Assistance will be provided to a visiting PRM (non passenger) as a requirement of the Disability Discrimination Act.

Assistance Dogs

Flybe will arrange for recognised assistance dogs to travel an aircraft cabin on domestic flights and on international routes from Exeter.  However, there is no animal holding unit at Exeter and the airport is not licensed to bring animals into the country.

Monitoring & Disability Forum

The Disability Forum Consultative Committee has been set up to monitor disability services and standards. It enables Exeter Airport to develop and improve accessibility for all passengers requiring special assistance, including those with hidden disabilities. The Disability Forum, which is working on a number of initiatives, engages with local disability groups and charities. This allows the airport to better understand the challenges faced by passengers. The Disability Forum Consultative Committee has representatives from the following groups:

  •  Action for Hearing Loss – Exeter Airport has installed a system of Hearing Loops which are fitted in strategic locations.
  • Alzheimer’s Society -Exeter Airport has a well-established association with Ian Sherriff.  This Ambassador of the charity has enabled many members of staff to become Dementia Friends and he has given guidance on assisting passengers with Dementia when they are travelling through the airport.
  • Guide Dogs for the Blind Association and BLS (British Sign Language) – The groups have given practical advice on how best to promote awareness of visual impairment and hearing loss and on how to provide assistance to passengers who require additional assistance.

The committee meeting minutes are posted here: Nov 2019 | Jan 2019 | Feb 2018 | Oct 2017  

Experience Rating & Feedback

RATE YOUR EXPERIENCE If you have used the Special Assistance service at Exeter Airport it would be appreciated if you could give your feedback about the experience so that they can gain a better understanding of how well they are doing. Please rate your experience HERE FEEDBACK European regulations exist to ensure that all passengers have fair access to air travel. Airports are legally obliged to assist any passengers with reduced mobility and the CAA is the UK’s enforcement body for these regulations. Performance data is collected by the CAA on the quality of the assistance given to disabled people and people with mobility issues at UK airports. The CAA would be grateful for passenger participation in their CAA survey to rate the quality of the assistance for those who have recently used the service available to disabled people and people with mobility issues at Exeter Airport. Complaints concerning Special Assistance services and facilities at Exeter Airport will be fully investigated by the Terminal Manager. Where the complaint is justified, actions to improve the situation will be carried out within 24 hours, if reasonable and practical, or as promptly as possible.  If there is a need to make a complaint about the service provided or offer feedback please use the link to Contact Us or telephone 01392 354907.

Published: January 2020

Source: Exeter Airport

Story URL: https://www.exeter-airport.co.uk/special-assistance/#panel2   

Gatwick Airport Special Assistance

Gatwick Airport Special Assistance

Special Assistance

An accessible journey through Gatwick

Before you travel

Do you need assistance at the airport?

Arriving at Gatwick

Help is on hand when you arrive at the airport.

After security

Helping you get from lounge to gate.

Flying into Gatwick

Help is on hand when you fly into Gatwick.

Hidden disabilities

Advice for parents, carers and passengers with hidden disabilities.

Disabled parking & transport

Information about disabled parking and transport options.

Facilities & services

Find out what help is on offer at the airport.

Special assistance FAQs


Published: January 2020

Source: Gatwick Airport

Story URL: https://www.gatwickairport.com/at-the-airport/passenger-services/special-assistance/

Glasgow Airport Special Assistance

Glasgow Airport Special Assistance

Special Assistance

How to make your journey easy

Glasgow Airport is dedicated to providing accessibility for people with reduced mobility (PRMs) throughout its facilities at Glasgow Airport. Assistance for passengers with reduced mobility is available at both the Main Terminal building and T2. Our Terminal building is fully accessible including toilets and lifts, inductions loops are fitted to facilitate amplification of announcements for passengers with hearing difficulties and all are clearly signposted.

Our Passengers with Reduced Mobility

Or Click to download the guide Assistance for Passengers with Reduced Mobility (PDF 507KB)

A Simple Guide when Travelling by Air.

Or Click to Download A simple guide for Travelling by Air (PDF 271KB) 

Requesting Assistance

If you require assistance you should inform your airline at least 48 hours before you travel, however, our advice would be to give your airline as much notice as possible for both your departure and your arrival. This is best done at the time of booking your travel arrangements and will ensure that you receive the most appropriate assistance in a timely manner.

Assistance will be provided free of charge to and from all of the on airport arrival points up to the departure point at the gate and likewise for the return journey. This includes from Car Park 1 and 2 as well as car and taxi drop off/pick up points and bus stands.

For more information on travelling with a hidden disability please see ‘Hidden Disability’ section below.

On arrival at Glasgow Airport, passengers can use the Help Points detailed below to gain assistance or can go to the Special Assistance Host Desk in Main Terminal check-in area (adjacent to the escalators) or in the check-in area in T2 where there is another Help Point.

If a passenger wishes they can go directly to their Check-in desk and inform airline staff during their check-in that they have requested assistance. A representative from our service provider will arrive to provide assistance or you may be redirected to the host desk after check-in if you are able to walk this short distance.

If Glasgow airport does not receive advance notice of your requirements they promise to make all reasonable efforts to accommodate you but you may have to wait a little longer for assistance.

Please remember that even if you are fairly mobile, there can be long distances within airports and therefore assistance might still be required. So make your plans well in advance. You should arrive at the airport car parks at least 2 hours prior to departure if you require assistance from here. Should you require assistance from check-in then please arrive at least one hour prior to departure.

Help Point Locations

  • Drop off point (x3)
  • Coach drop off point (x2)
  • Within car parks 1,2 and 3
  • Central forecourt bus stands
  • Long stay car park 4 beside bus shelter

Walking Distances

Below are approximate walking distances to key areas within the airport:

  • Drop off/Car Park 1 to Main Terminal 300m
  • Drop off/Car Park 1 to T2 400m
  • Car Park 2 to Main Terminal 100m
  • Car Park 2 to T2 200m
  • T2 to Main Terminal Special Assistance Area 150m

Information on Mobility Equipment

Where possible you should be permitted to remain within your own mobility aid until the last possible moment at the gate. If you wish to check in the mobility aid and use an airport wheelchair then please request this at check-in. On arrival at the airport, your mobility aid should be repatriated to the passenger at the gate. If your mobility equipment is damaged Glasgow airport will arrange for use of an airport mobility aid until such times as the damage can be resolved with your airline although any replacement might not be on a like for like basis. Please speak to an agent from our service provider should this be required.

Electric Mobility Aids (EMAs)

If you are travelling with an electric mobility aid it is important that you provide details on the make and model to your airline at the time of making the booking. This will be passed to the airport to allow them to make it safe before loading into the hold of the aircraft.

Where the PRM does not provide adequate information on how to make an electric mobility aid safe and it is not reasonably possible for the aircraft operator to obtain suitable instructions and pass these on to the airport operator, the airport operator is not under any further obligation to make the aid safe for transport.

For more information on making EMAs safe please click here.

Assistance dogs

You can bring your assistance dog into the UK without quarantine as long as it meets the rules of the EU Assistance Dog scheme. It is the responsibility of the owner to ensure that their dog is fully compliant with the scheme. If your assistance dog doesn’t comply with the rules it may not be able to enter Great Britain or may be licensed into quarantine on arrival.

Please contact Glasgow airports service provider to make enquiries.

Further info on the Assistance Dog scheme can be found here.

Getting to the Airport

By Bus, Train or Taxi

Travelling to Glasgow Airport by bus is easy as there are several services connecting with Glasgow city centre, other local destinations and beyond. Many have low floors and are easily accessible for wheelchair users. There are dedicated Help Points at the bus and coach stands and these are listed above.

If booking a Glasgow Airport taxi and you can get dropped off right outside the Main Terminal building and all of these cars are wheelchair accessible. The taxi rank is immediately outside of the terminal and the driver can arrange any assistance required.

More information on buses taxis and trains can be found here.

By Car – dropping off

Glasgow Airport’s new dedicated pick-up and drop-off facility are located directly across from the main terminal. Drivers dropping people off should use this facility for quick transactions under 10-minutes only. If picking someone up please make sure the person has cleared immigration (if applicable), has collected any luggage and is ready to meet you. The facility has three zones – coded A, B, and C – to help you coordinate your pick-up. Please note zone C is suitable for all types of vehicles including coaches and mini-buses.

If you plan to enter the terminal with someone you are dropping off, or to meet a passenger arriving back in Glasgow, you should use Car Park 2.

You can view a map of our current road layout here. This includes the location of our Long-Stay Car Park, where drivers can also wait-free for up to 30 minutes. There is a free shuttle bus available to take passengers between the Long-Stay Car Park and the main terminal building. It operates every 10 to 15 minutes and takes approximately five minutes.

Picking up

There is a dedicated pickup area on the ground floor of Car Park 2 and there are marked blue badge spaces within this area. For details of charges click here.

Drivers with a blue badge should NOT use the pick-up and drop-off facility. Blue badge holders should use Car Park 2 opposite the terminal building, where they will be entitled to up to 30 minutes of free parking.

Parking

Blue badge spaces are available in our car parks as detailed below

  • Car Park 2 has 10 spaces on the ground floor plus a help point
  • All other floors have 12 spaces but no help points
  • All floors have access to 4 accessible lifts
  • Car Park 1 has 4 spaces on the ground floor of the multi-storey part. There is no call point. The nearest call point is in the area near the pelican crossing.

All blue badge holders are entitled to 30 minutes free parking by presenting their blue badge at the kiosk in any of our car parks.

For more information on car parking and charges click here.

Changing places

Passengers with profound and multiple learning difficulties and disabilities can make use of Glasgow Airport’s Changing Places facility.

The room will also benefit passengers with a wide range of physical disabilities such as spinal injuries, muscular dystrophy and multiple sclerosis who often need extra equipment and space to allow them to use toilet facilities safely and comfortably.

Located in the airport’s main check-in hall to ensure it is accessible to both departing and arriving passengers, the spacious facility’s key features include a height-adjustable sink and hydraulic bed, an electronic hoist, shower and non-slip floor and privacy screens. 

The terminal also has wayfinding signage directing passengers to the Changing Places room, which is located between the WH Smith and Luggage Point stores in the main check-in hall. 

With more than 9.9 million passengers travelling through its doors in 2017, Glasgow becomes the largest airport in Scotland to house a Changing Places facility and one of 14 across the UK. 

The airport’s compliance team worked with representatives from Promoting A More Inclusive Society (PAMIS) on the design and requirements of the facility.

Hidden Disability

Glasgow Airport have been working with a number of different charities to improve the staff training and awareness of hidden disabilities and to improve the assistance provided. If you or someone you are travelling with have a hidden disability Glasgow Airport will be happy to provide you with a lanyard which will discreetly identify you to airport staff as requiring additional support.

The front line Security staff have been trained to recognise these lanyards and offer special assistance to passengers passing through the Security Search process. To obtain one, kindly check in with the special assistance desk on the ground floor in our main check-in area and they will also explain what we can do to help you on your journey.

Airport ambassadors

At Glasgow Airport, you’ll easily spot the team of friendly, roving Ambassadors who are on hand to answer any questions you may have about any aspect of your visit.

You can also get information on onwards ground transport options on our to and from website page. 

Autism

If you are travelling with Autism Glasgow Airport realises that this can be particularly difficult in a busy airport and we have been working hard to make this as easy as possible.

Booking assistance for your journey

You should always request assistance first with your airline or travel agent when making a flight reservation and ensure that you book as “DPNA assistance” when asked what help you need. You should also ask the airline or travel agent to add a comment including the word Autism. This will enable us to better understand your requirements once you have arrived at the airport and check in at the assistance desk.

Preparing to travel

We recommend that you contact Glasgow Airport prior to your date of travel, to provide more details of your needs if required. They can then also explain the options that are available at the airport which will allow them to make your journey as smooth as possible.

For those that have not travelled before and are particularly concerned, Glasgow Airport can offer pre-visits when the airport is a little quieter. This will allow you to experience the passenger route and better prepare for your day of travel. To arrange a pre-visit please contact the service provider using the contact details of the PRM Service Provider below.

On the day of travel

On your planned travel date please go to the special assistance Host Desk on the ground floor of the main terminal where they will scan your boarding card and arrange all assistance necessary. On checking in at the assistance desk you will be offered a hidden disability lanyard if required and you do not already have one.

If you are already in possession of a lanyard and do not require any assistance, please still check in at the desk as it will make us aware of your presence in the airport.

We are unable to send lanyards out for this reason and they must be collected in person on the day. 

Or Click to Download A Visual Guide to planning your journey (PDF 2MB)

Contact our PRM service provider

0141 842 7700 (24 Hr)

Please note that this number is monitored by our special assistance team and is only able to answer questions related to this service. If you are looking for any other information, please contact the airport here.

or email GLA.PRM@ocs.co.uk

Please note this email address is only monitored Mon to Fri, 0900 to 1700. If your query requires a more urgent response please use the phone number above.
 

Security screening

The security staff are required under government legislation to carry out a hand-search whenever a passenger activates the archway metal detector alarm. If you are a wheelchair user, that’s likely to be the case. Glasgow Airport recognises that it may be more suitable to have this search carried out away from the main search area, so please don’t hesitate to request this. Private search areas are located within the Central Search Area. If you have any questions or queries throughout the Security process, please do not hesitate to ask for one of our Security Supervisors.

Regulation EC1107/2006

Since 26 July 2008, under Regulation EC 1107/2006, managing bodies of airports, such as Glasgow Airport, have a legal responsibility for the provision of assistance services to persons with reduced mobility when travelling by air. The aim of this legislation is to ensure that consistent high-quality assistance is provided at airports throughout the European community.

For further information on Regulation EC1107/2006 the document can be viewed here.

Medicines, Equipment, Mobility and Allergies

Travelling with Medicines, Mobility and Medical Equipment 

The CAA has provided a useful guide if you are travelling with Medicine, Mobility or Medical equipment whilst flying. There is also an FAQ: At the Airport on the same page on the use of airport screening equipment on medical equipment such as pacemakers or insulin pumps. For further info please click on the link below.

CAA guide for travelling with Medicines, Mobility and Medical Equipment.

Travelling with Allergies

If you are travelling by air with food allergies you may find the links below useful. If you require further info then it is best to consult with your airline.

Travelling with a food allergy

 Information on types of food allergies (including peanuts)

Passengers with reduced mobility – Glasgow Airports assistance provider

Contact the PRM service provider

For Reduced Mobility Assistance queries please contact:

0141 842 7700 (24 Hr)

or email GLA.PRM@ocs.co.uk

Please note this email address is only monitored Mon to Fri, 0900 to 1700. If your query requires a more urgent response please use the phone number above.
 

Regulation EC1107/2006

Since 26 July 2008, under Regulation EC 1107/2006, managing bodies of airports, such as Glasgow Airport, have a legal responsibility for the provision of assistance services to persons with reduced mobility when travelling by air. The aim of this legislation is to ensure that consistent high-quality assistance is provided at airports throughout the European community.

For further information on Regulation EC1107/2006 the document can be viewed here

Service levels

Glasgow Airport is committed to providing the highest level of service in a timely and courteous manner.  Quality Standards for the assistance services specified in Annex 1 of the Regulation which was established in consultation with air carriers and their agents and organisations representing persons with reduced mobility. View the standards below

Quality standards (PDF 52KB)

How we performed October’17 – March’18 (PDF)

How we performed April’18 – September’18 (PDF)

How we performed October’18 – March’19 (PDF)

Contact Glasgow Airport

If you would like to contact the airport or provide feedback please click here.

Contact CAA

The CAA is now consulting on a CAA PRM passenger satisfaction survey. To complete the survey, please click here

Click Here to view the Special Assistance Page in order to view PRM Events.


Published: January 2020

Source: Glasgow Airport

Story URL: https://www.glasgowairport.com/special-assistance/