Any passenger who has a disability or reduced mobility is entitled by to special assistance when flying from UK airports, This means the airport is able to offer you FREE help and assistance to ensure a less stressful journey both you and the person you care for. Many airports also offer additional help and support when flying with a person with learning disabilities or autism
If you are flying from one of the more local airports please check out the links below
If flying from or to any other UK airport we recommend visiting their website and search for special assistance.
When booking a flight you can also ask for assistance from the airline. The ability to request this is often hidden on their booking pages, sometimes as a tick box and other times an email address is given. We think it’s worth finding this as this as you may want help whilst flying.
“Take all the help on offer! At the time of booking request special assistance’ and in doing that you can request whatever help you need. Get to the airport a half an hour earlier as the assistance desk is always busy, once you’ve announced your arrival it will all take care of itself. “
– Lisa, who is a family carer and experienced traveller
If you have forgotten to do this at the time of booking it is a great idea to visit your airport’s special assistance counter on arrival. All airlines must provide FREE help and assistance, to help you have a better journey.
What equipment can you take?
As well as a luggage allowance, it should be possible to take 2 pieces of disability equipment free of charge. Details of equipment’s weight and size and a manual for a wheelchair may be required when booking special assistance. More information can be found on the government website
Making the flight more comfortable
Seating and toilets are narrow on planes. Remember to ask the airline
- How they store equipment like crutches on the flight
- if they can provide extra pillows and blankets if needed.
The Queens Foundation for Disabled People also offed a Try before you fly service which has been developed so that disabled travellers can pick and choose the sections which best suit their needs. They also have a range of free resources
Arriving at the airport
Find the special assistance desk as soon as you arrive at the airport. They will help you check in luggage and make sure the support required to get to flight is available. It can help to have a letter explaining your condition and the support you need to give to the staff.
Check-in and security
When checking in luggage and equipment it may be a different check-in desk that is required if there is oversized baggage. Any equipment that that is not checked in will need a sticker or tag.
There is often a separate lane for disabled passengers. Common security measures include:
- Patting down, to check for items that are not allowed
- A scanner which may affect items such as hearing aids
- Using swabs to wipe clothing, shoes or equipment to check for substances which are not permitted on flights
- Being requested to remove shoes for scanning and the scanning of mobility equipment
Boarding the plane
Airports are BIG and it may be necessary to travel some distance to reach the boarding gate. Most airports have maps on their website, but depending on the distance, book a buggy or borrow an airport wheelchair to help.
At the gate it may be necessary to take a shuttle bus to reach the plane. These can be crowded so ask if there’s another way of getting to the plane.
Once at the plane there should be equipment to help board such as:
- A transfer wheelchair. This is narrower than normal wheelchairs
- A ramp. This may be called an Aviramp
- A lift. This may be called an Ambulift
- A hoist. This may be called an Eagle Lifter
Staff can help , but speak with them to give clear instructions on how they should help. A wheelchair will be put in the hold with other luggage one on board.
At the destination
Any special assistance booked includes support on arrival. This may require a wait whilst other passengers leave the plane. Ask staff to bring your mobility equipment to the aircraft door otherwise it will usually be at the oversized baggage reclaim point in the baggage claim area
It may be useful to find words and phrases related to condition in the language of the destination. Google translate can help with this, and is a useful tool to have on hand at all times whilst away.
Travelling to the EU
If travelling to the EU those with a disability or reduced mobility, have the right to access air, train, bus, coach, or boat travel like anybody else.
For all modes of transport, there is a right to free assistance at terminals and on board vehicles. Transport cannot be refused because of a disability or reduced mobility except for reasons justified on the grounds of safety, or because of the design of the vehicle or infrastructure.
More details for each type of transport can be found on the EU website
What if things go wrong
Firstly explain a concern to a member of staff or call the airport or airline helpline for advice and support.
It’s is also possible to complain to the airline or airport by following the relevant complaint procedure. This is especially useful if any problems with damaged or lost luggage or equipment.. Many UK airports are also members of Centre for Effective Dispute Resolution (CEDR) and you can complain via their website
A complaint can also be submitted to the Aviation Alternative Dispute Resolution (AADR)
If the airline is not a member of the AADR complain via the CAA Website
This article was first published in July 2023 and has been expanded and updated for summer 2024
