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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/