Requesting assistance
If possible, request assistance when you book your tickets or at least 48 hours before departure through your airline, travel agent, or tour operator. This ensures the airport and service provider are prepared.
If you don’t give advance notice, you may face delays or not receive the support you need.
Requesting help
Airlines, travel agents, and tour operators must offer a free way to request assistance when booking (or at a later stage). This is not always automatic, so you may need to ask.
- Look for a special assistance link when booking online
- You may need to call or fill out a form—many airlines provide Freephone or local rate numbers
- Some airlines offer a free call-back service
Request and keep written confirmation of your assistance reservation.
Assistance services
It is important to be clear about your needs to avoid delays. If you need extra help at in the airport, including during security searches, airport special assistance desks can provide identification (lanyards, badges etc.) to people with hidden disabilities. These are optional.
Assistance may include:
- Transfer from car park, bus stop, or drop-off point to the terminal
- Use of an airport wheelchair to get to the gate
- Help through security searches
- Assistance with boarding and seating
- Allocation of specific seats
Airlines need to know if:
- You are taking an electric wheelchair or mobility aid
- You have a medical condition requiring extra care
Questions to ask before travelling
- Does the airline provide onboard wheelchairs for toilet access?
- How far is the walk to departure gates?
- Does the airport use air bridges or steps to board?
- Are there accessible toilets at the airport and on the aircraft?
- What are the airline’s and security policies on the carriage of oxygen, medication and mobility aids?
Checking in
Airlines recommend allowing extra time for check-in if you require assistance. Confirm this in advance of your flight.
Assistance points at airports
On arrival, head to an assistance point, typically located:
- Inside or outside terminals
- At drop-off points, car parks, train stations, and bus terminals
There should be signs in the airport to where the special assistance help desk is. 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.
If you are parking in a medium- or long-term car park, you may need to use the airport’s bus service (which, in the UK, is generally accessible) to reach the terminal.
Special assistance staff can help with:
- Taking you to a designated waiting area
- Getting to check-in and bag drop
- Going through security, into the departure lounge and to the departure gate
Alternatively, a companion can escort you through the airport, including pushing you in a wheelchair. If you use your own mobility aid, you should be able to use it up to the departure gate before it is stored in the aircraft hold. Some airports offer lanyards or badges for passengers with hidden disabilities.
Boarding the aircraft
Special assistance staff can help you:
- Move through the departure gate
- Board the aircraft using lifts, ramps, or transfer wheelchairs
- Reach your seat and stow carry-on bags if required
During your flight
The airline should provide assistance in moving to the toilet if needed. Airline staff are not expected to help with:
- Eating, drinking, or taking medication
- Using the toilet
If you need this support, you may need to travel with a person who can provide this.
Access to toilets
Most airlines have onboard wheelchairs available to help move around on the aircraft.
It is important to discuss your onboard needs with the airline before you travel so that they can tell you about the facilities that are available and how their staff can help you.
If necessary, ask to be seated near the toilet.
Safety information
Airlines must provide flight safety details in an accessible format. If you need a personal or an alternative type of safety briefing, notify the airline in advance.
At your destination airport
Your wheelchair or mobility aid should be returned to you at the arrival gate unless there are extenuating reasons.
You may be eligible for assistance through immigration, customs, baggage claim, and exit points. This may include some car parks, train stations, and drop off points.