Airport assistance (within the EU)

Airport operators within the EU have a responsibility to assist anyone with a disability or mobility difficulties during their time at the airport. This includes intellectual disability or impairment, age or any other cause of disability. The airports will signpost designated points for customers with reduced mobility.

Airport layout

To help plan your journey, we recommend visiting the airport website to find out information about airport layout and walking distances for each terminal. This may help determine the level of assistance you require.

Requesting assistance

If you or any member of your party require special assistance at the airport, this can be requested online at least 48 hours before departure via Manage My Booking.

We would recommend that if you are travelling within the next 5 days that you contact our Special Assistance team by way of telephone to discuss your requirements. We can’t be held responsible if you don’t tell us about special requirements that will affect your holiday experience. If you don’t tell us then we won’t compensate you.

UK airport special assistance information

Birmingham Airport (BHX)

The OCS special assistance desk is located on the ground floor opposite the Spar shop. If passengers have their own wheelchair they should first check in for their flight before registering with OCS. If passengers require assistance immediately on arrival at the airport (car parks, rail station, etc), help points are located in the following locations (phone link directly to OCS help desk) and a member of special assistance staff will come and meet them.

  • Long stay car park 1 by disabled bays
  • Long stay car park 2 by disabled bays
  • Short/Medium stay car parks 1 and 2, by disabled bays
  • Birmingham International Interchange, by Air-Rail Link station platform
  • Outside terminal, opposite local bus stops
  • Outside terminal, opposite courtesy bus stops

Bristol Airport (BRS)

The OCS special assistance desk is located on the ground floor opposite WHSmiths. Passengers with their own wheelchair should proceed to their airline check in desk prior to registering with OCS. If a passenger requires a wheelchair immediately on arrival at Bristol, then they may first register with OCS.

Cardiff Airport (CWL)

The special assistance desk is located to the right of the check in hall. Passengers in their own wheelchairs should first check in for their flight before registering at the assistance desk. Passengers who require the use of an airport wheelchair can go directly to the assistance desk before checking in. There are three special assistance call points located in the car parks and outside the terminal building.

Nottingham East Midlands Airport (EMA)

Parking:

Disabled parking spaces for blue badge holders are located in several of our car parks.

On Arrival:

If you require wheelchair assistance or help with your luggage from the disabled parking spaces in the Short Stay Car Park, you should contact the OCS staff using one of the help points located in the car parks. Alternatively, report to the “Reception point for assistance” located in the main check in hall

Wheelchairs:

If you need to borrow a wheelchair whilst at the airport, please contact the OCS staff at the “Reception Point for Assistance” located in the main check-in hall. These are available free of charge, but please note are subject to availability

Boarding the aircraft:

OCS has a range of modern equipment to help you board the aircraft quickly and efficiently. They will discuss individual requirements with you and arrange the most appropriate type of help.

Glasgow Airport (GLA)

Car Parks 1 and 2:

At each lift area there are phones to the PRM Provider on each level.

Drop Off Point:

One phone at each end of the Drop Off Point

Main Terminal:

Desk is located under the escalators opposite British Airways check-in. 

Terminal 2:

Phone point at the seating area.

General Procedure:

Check-In agent will confirm PRM requirement as per pre-booked notification and check passenger in. During hours 0500-2100, passenger directed to the Desk in Main Terminal for PRM confirmation and seating area. If not pre-booked, passenger will still be sent to the desk after check-in but check-in agent will also call to ensure they are added to the flight list. From this point all communications are between PRM Provider and the passenger.

London Gatwick Airport (LGW)

Changing Places:

We have two adult Changing Places - one in each of our terminals. The facilities include an adjustable bed that lowers to ground level, a hoist and flexible wash basins, all located in a large wash room with full shower facilities. Our Changing Places are free to use and do not need to be pre-booked. Simply contact a member of our PRM staff on the day for access.

Facilities for the hard of hearing and partially sighted:

Induction loops are available where there are signs showing the 'sympathetic ear' symbol. The airport directional signs use black text on a yellow background, for maximum visibility. Guide and hearing dogs are the only dogs allowed in the terminal buildings.

Help points:

Special assistance help points for all those with a disability or mobility difficulties are sited on both terminal forecourts, short stay car parks, stations, baggage reclaim halls and on some routes within the terminals where there are long walking distances. Assistance is free. You can also ask for wheelchair help or help with your baggage to get to check-in.

Reserved seating

There are reserved seating areas clearly identified by special assistance signs throughout the airport in the general seating areas.

Toilets:

Unisex accessible toilets are provided near most toilet blocks. Occasionally the accessible toilet is located inside the mens or ladies toilets.

Manchester Airport (MAN)

PRM Provider at the airport (MAN) is located Level 5 check-in area.  Where a Customer(s) requires wheelchair prior to check-in, they can proceed to the PRM Provider then make their way to the check-in desk. ( A member of staff will advise which desk).

Customer(s) not requiring wheelchair prior to check-in proceed directly to check-in, where a member of staff will contact PRM provider to advise of wheelchair requirements, Once Customer(s) have been checked in they will be directed to Reception Point of PRM Provider

Customers using their own WCMP and EMA to proceed to check-in as normal where a member of staff will check requirements and pass information to PRM Provider. Once Customer(s) have checked in although using on chair are required to go to Reception Point of PRM Provider.

Newcastle Airport (NCL)

Newcastle International Airport recognises and values the needs of those customers with special assistance requirements. We are committed to meeting the requirements of the Disability Discrimination Act.

We will continue to take reasonable steps to ensure good communications for those with visual, auditory, cognitive and motor impairments.

We will also take all reasonable measures to make it as easy as possible to travel through the airport for both arriving and departing passengers.

Car Parking:

In both the Express Car Park and Short Stay Car Park there are assistance points located by the disabled parking bays. These are linked to the airport Passenger Service desk where assistance can be requested. Disabled parking bays are available in all car parks. A courtesy coach service is provided to take all customers from the Long Stay Car Park to the terminal. Buses are equipped with kneeling suspension to lower the height of the step to the pavement and are also equipped with ramps for wheelchair access. The bus drops customers off immediately outside the terminal. Access into the terminal building is via revolving doors, which can be slowed down by the use of a press button. This is a black button with a white wheelchair logo.

Checking In:

At check-in those customers who require assistance will be issued with a special assistance transit form and directed to the Airport Passenger Assistance Desk which is located on the main concourse between check-in desk 32 and WH Smith. Customers who require assistance should then present a special assistance transit form to the staff on the Passenger Assistant Desk.

Boarding:

Those requiring assistance who do not have helpers travelling with them will be provided with help from our airside operations team or customer service team. They will help customers through security search and onto the aircraft and also on their return to Newcastle International Airport. To assist the airline handling agents and the airport team you are advised to contact the airline or tour operator you are travelling with to inform them of any special assistance at least 48 hours before arriving at the airport and ideally at the time of booking. Wheelchairs and specialist vehicles for easy access to aircraft are available on request and are free of charge. There are limited spaces in these vehicles and only one helper can travel on the cabin lift (children are exempt from this restriction).

Stansted Airport (STN)

When you arrive at the airport you can request help getting to check-in at any of the Help Phones, located beside the main terminal doors and in each zone of the Short Stay Car Park

Facilities for the hard of hearing:

Induction loops are fitted in certain areas of the terminal and satellites, and are identified by the sympathetic ear sign. All telephones in the airport are fitted with induction couplers. Public text phones are provided in certain areas. A number of airport staff are proficient in BSL Stage 1 and the majority have been trained in deaf awareness. Some staff members can finger-spell.

Facilities for the blind and partially sighted:

Guide and hearing dogs are the only dogs allowed in the terminal buildings. The airport directional signs are black on yellow, providing optimum contrast. Reserved seating areas aim to provide low-level flight information screens, but if you have difficulty seeing the monitors please advise your airline at check-in.

Getting to your gate:

A transit system connects the departure lounge with the satellite buildings where the departure gates are located. The same service operates for returning passengers:

  • All trains are fully wheelchair accessible
  • Each train has help points at either end of the car
  • Trains normally run every three minutes. Travel is free

Security checks:

The safety and security of passengers is our number one priority. All passengers must pass through security control before they enter the departure lounge. Wheelchair users will inevitably activate the archway metal detector, and security personnel are obliged to hand-search passengers who activate the alarms; therefore chair and passenger will be searched. You can ask to be searched in private if you prefer.