Information for passengers with disabilities and reduced mobility
Airlines usually specify times for checking in and getting to the departure gate. They may recommend a slightly longer time frame for passengers with disabilities and reduced mobility.
When you arrive at the airport you should go to one of the assistance points in the terminal.
Assistance points will usually have some type of disability related logo, and include a buzzer or telephone to enable you to call for assistance should they not be staffed at that time.
Airports must locate assistance points at various places in the airport boundary and this may include drop off points, car parks, train stations and bus terminals. If you park at a medium/long term car park you will usually need to make your own way to the terminal using the airport's bus service. In the UK, these vehicles are generally accessible in terms of having a ramp so that people in wheelchairs can board.
Staff at assistance points can help with:
Alternatively a companion can push you in an airport provided wheelchair through the airport and up to the departure gate.
Many airports have a designated area in the departure lounge where you can wait until your flight is called.
Special assistance staff can help you travel through the departure gate and on to the aircraft. They will also help you get to your seat and with stowing your carry on bags if required.
To assist with this process, different equipment may be used. These include ambilifts (also referred to as high lifts), ramps, and small “transfer” wheelchairs which are used on the aircraft.
On arrival, your wheelchair or mobility aid should be returned to you at the arrival gate, unless there are extenuating reasons.
You are entitled to assistance through immigration, customs, baggage reclaim, and all the way to the designated arrival point. This will include some car parks, train stations, drop off points.
If you experience any problems with your assistance which are not satisfactorily resolved at the time, we recommend asking if you can take the name of your attendant, and then raise the matter with the airline / airport.