How to Book Airport Assistance for Disabled Passengers

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There are many different types of assistance that you can request at airports, you do not have to be registered with a disability, or pay in order to receive this support. In this guide I want to show you how to book airport assistance for disabled passengers, as well as show you the journey through the airport and on the flight. There’s a dedicated team at every airport who take care of this: commonly known as special assistance or airport assistance – I will only be referring to this as Airport passenger assistance throughout this article because the connotations of using the term “Special” is derogatory. It’s just a simple box that you tick whilst booking your flights and then you specify what kind of assistance you will require. Although it is a specialised team within the airport that will be handling airport assistance, you can find all the details you need and the frequently asked questions on each airlines website.

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Booking Airport Assistance for Disabled Passengers

Sassy sits at a table with a large cup of tea working on her macbook

I use skyscanner.com to look for flights, they look at all flights and generally try and get you the cheapest price.

Planes are like trains in the respect that the earlier you book, the cheaper the flights will be. But if you don’t have a date yet then that isn’t going to be useful for you.

When you’re purchasing your ticket online there should be a box that says: requires Airport passenger assistance – tick this box and the information will go to the airport and airline staff ahead of your flight.

You can always book the airport assistance for disabled passengers over the phone up to 48 hours in advance of your flight. Some airlines require you to call ahead once your tickets have been booked, but most of the time you tick the requires Airport passenger assistance box, and turn up to departures 2 hours before your flight, 3 hours for international flights. A couple of metres inside the departures terminal is the Airport passenger assistance desk, they will check your boarding pass and passport, usually making you wait landside until there are a lot of you to go through security together, then the airport staff will walk you through security where your bags will be scanned.

You’ll be asked to remove your shoes, jacket, anything electronic or metal such as belts, bracelets, watches – and if you are a white cane user, that will need to be folded up and placed into the plastic boxes provided.

The Security Check

You will then need to be scanned, this could be done in two ways.

1. A member of staff guides you towards the metal detector, and will take your hands to guide you through.

2. A Member of security staff will sighted guide you around the metal detector . With this, you will need a body search which consists of you standing with your feet out and arms to the side (like a star) and they will quickly but gently run their hands over your shoulders, arms, chest, back and legs. This is to make sure you’re not concealing anything, and each security agent will ask your permission before placing their hands upon you or moving to the next part of your body.

They may also use a handheld metal detector, and swab your shoes. If you have a guide dog, or use a wheelchair, they will ask to search this as well.

This usually happens all within a matter of minutes, and before you know it you will be at the other end collecting your belongings and ready to head to the departure lounge.

I know this is a lot of information to take in, don’t worry though, the airport staff are used to this and will give you verbal instructions the whole way through.

The Air Side

The Airport passenger assistance staff will sighted guide you to the departure lounge. Depending on the size of the airport some departure lounges even have dedicated Airport passenger assistance seating areas. They are likely to ask for your boarding pass once again to confirm which flight you are on and when.

Assistance should arrive to board you onto the plane around 30 minutes before departure. If you want to explore duty-free, the staff at the Airport passenger assistance desk area will give you a time in which to return, so you can be escorted to your gate.

As a general rule of thumb disabled passengers will board the aircraft first, and once the plane has landed, you will be the last to exit the plane.

Getting Onto the Plane

During your time in the airports, Airport passenger assistance to staff, will ask if you are able to take the aircraft stairs. If you are willing and able, Airport passenger assistance staff should guide you onto the plane and get you to your seat.

If you are unable to take the stairs, then a scissor lift will be required. And this is how it works.

During Your flight

Once the airport staff have assisted you aboard the aircraft and helped you find your seat, flight crew will come to you, introduce themselves and give you a verbal (and hands on) demonstration of all safety procedures. They will read your safety card, talk you through protocols and show you where your life jacket, oxygen mask and call bell is, alongside telling you where your nearest exit is to you, All before the plane taxis.

Cabin crew are extremely friendly and will ensure you have a relaxed and positive flight. They are likely to tell you not to hesitate in asking them for further assistance throughout. As a blind traveller cabin crew have sighted guided me to the bathroom and back to my seat without hesitation. Depending on your level of vision and confidence, you can ask them to count how many rows you are from the toilet/ restroom to ensure you arrive back at your own seat afterwards. If you are flying for the first time with your guide dog, there are a few more steps involved before, during and after the flight.

What Happens Once You Have Landed

When you’ve arrived at your destination, cabin crew will contact the airport to give airport staff time to get across to your gate and assist you off the plane, through border control and escort you through arrivals, helping you to pick up any hold luggage from baggage claim and finally escort you to the exit.

If you are flying alone, airport assistance staff should help you exit the terminal, and support you to find your connection or public transport. Most airports have taxi ranks and bus stops a few metres from the terminal. Never be afraid to express what support you require throughout your airport experience. It’s better to be vocal and explaining what you need, rather than staying quiet and hoping for the best. Every disabled person is different and only you know what will make your airport experience as smooth as possible.

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