Image credit: GettyImages-Alicia Fdez
Navigating airports can be a daunting experience – queuing for check-in and security, finding a seat in the departure lounge and then the endless walk to your departure gate. All those factors may be putting you off travelling. If that’s you, then why not use special assistance?
Special assistance isn’t just for people with a visible disability, the scheme is for anyone who needs a bit of help getting through the airport. It may be you struggle with arthritis, have difficulty walking the distances, or have a loved one with memory issues – then you can use special assistance, and it’s free.
You won’t be alone in using it. A recent report from the UK Civil Aviation Authority (CAA) said there were 4.45 million requests for assistance either departing, arriving, or connecting at a UK airport for 23/24. Up to 86% of requests were from people who were less mobile, but did not have more complex needs, such as older people.
So, if you could do with some help, we’ve got the complete guide to what airport assistance is, what you get help with and who can use it.
Anyone is entitled to special assistance under EU Regulation 1107/2006, which the UK still adheres to post-Brexit. UK law also stipulates your right for special assistance at any UK airport or on a UK airline.
According to the Department for Work and Pensions, an estimated 16.1 million people in the UK class themselves as having a disability in 2022/23, accounting for 24% of the total population. This includes 45% of adults over State Pension age, increasing to 67% of people aged 85 or over.
Special assistance can mean anything from help with baggage, to dedicated lanes at customs and bag check, and special transport to the gate and directly onto the plane.
In 2014 The UK Civil Aviation Authority launched the Airport Accessibility Framework rating airports from ‘needs improvement’, to ‘good’, to ‘very good’ for the service the airport offers disabled and reduced mobility passengers.
Manchester Airport was rated ‘good’ by the CAA in 2024.
Its head of media, Michael Murphy-Pyle, says, “We offer a bespoke level of service for any passenger who needs it. So the level of assistance is tailored depending on the passenger’s needs.”
“Essentially passengers can have as much or as little assistance as they want.”
Jane Philpott was registered disabled for two years while she waited for her knee replacement. In that time her daughter won a once-in-a-lifetime trip to Cuba for two but as she couldn’t walk more than a few steps without searing pain, she was worried about getting through the airport.
“The staff at Heathrow helped me through the airport on the mini train. They carried my luggage and let me to the front of any queues", she says.
"On the way back I didn’t have to queue for passport control in the snaked line – as standing was even worse than walking – and I sat on a mobility golf cart all the way through to luggage. I felt bad, like I was pushing in, but there was absolutely no way I could’ve done that incredible trip without the special assistance.”
Liz Boadella Burton, Head of Passenger Experience at Wilson James Limited which operates special assistance at Heathrow, says, “Assistance can be provided from help points across the airport, carparks, drop-off points, rail stations, and coach/ bus station stops. At some airports, assistance can also be provided to and from airport hotels."
Assistance within the airport will vary on your requirements, for example, a preference to be accompanied and assisted to walk through the airport, rather than use our wheelchairs, and support to use the departure lounge facilities, retail, food, quiet areas / sensory spaces and changing places."
She says, "We will be guided by you on the assistance you require at the airport. We are here to help!"
Special assistance is free.
If you’re booking your trip independently, there should be a section to fill in on the online booking form (ensure you get confirmation before travelling). Or if you are making a booking by phone, inform your call handler.
If you’re booking with a travel agent, tell them at the time of booking and again ensure you receive confirmation before travelling.
If you forget or want to add special assistance to your trip, look for a ‘manage my booking’ option on your holiday or flight provider’s website or give them a call. But if something goes wrong, don’t panic.
Murphy-Pyle from Manchester Airport says, “If you haven’t done this it’s not a problem as we have special assistance reception areas in all three of our terminals and we allow extra capacity for passengers who come without a booking, so they aren’t kept waiting.
“We also offer assistance in getting from car parks or public transport points to the terminal – there are assistance call points in all these locations.”
Richard Newsome, head of product at Saga Holidays, says: “At Saga, our agents are trained to ask if you require special assistance at the airport or have mobility needs when booking your holiday.
"If assistance is needed, they will ask a few simple questions to understand your requirements and will liaise directly with the airline to arrange everything for you.
“There is no charge for requesting special assistance at the airport. We aim to ensure that every travel experience is comfortable, seamless, and stress-free from start to finish.”
All UK airports offer some form of assistance but always check before you travel to see exactly what support you can get. You can also check the airport’s accessibility rating.
All UK airports also support the Hidden Disabilities Sunflower lanyard scheme. You can pick one up from assisted travel help desks at the airport.
Getting special assistance should be a slick operation, but you should always prepare for delays. It is recommended you get to the airport at least three hours in advance to avoid any additional stress.
Murphy-Pyle says, “If anyone is travelling with their own mobility aid, they should pre-book this with their airline or travel agent.
“It is important that the dimensions and weight of the equipment are supplied to their airline or travel agent prior to travel so any necessary arrangements can be made with the handling agent at the airport.”
The UK Civil Aviation Authority says, ‘If you plan to take your assistance dog with you on the flight, it is essential that you tell the airline about this in advance. However, airlines must accept all assistance dogs for air travel without charge.”
Ensure your companion has a pet passport if it’s the first time you’ve travelled with your service dog.
“Prior to travelling, you will need to confirm that your airline will approve the carriage of medical equipment like oxygen tanks or CPAP machines," says Boadella Burton, regarding Heathrow Airport.
“The assisted travel team at the airport will then be on hand to assist with any medical equipment that you are travelling with.
"If you have oxygen, medical supplies, or liquids in your carry-on baggage, the team can help you to prepare for the security screening process and journey through the airport”
If you’re travelling outside of the UK and EU then special assistance at the airport will depend on the airport, and there are no rules. There may also be a charge in other countries.
Make sure to check ahead with your airline or tour operator.
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