Once you’ve travelled through security and into the departure lounge you will be taken to the special assistance seating area.
From this central point you will have the choice of remaining in this area until you’re taken to the gate or if you have time and wish to explore our lounge we do have portable buzzers that will alert you when it’s time to take you to the gate. Please request this and our staff will explain the process
Usually passengers using special assistance board their flight first as this makes things a little easier, this depends on the airline you’re travelling with.
If you’re using an electric wheelchair or mobility scooter our special assistance staff will meet you at the gate to help you make sure your scooter is safely turned off or your wheelchair folded. It helps us keep delays to a minimum if you know how your device works in advance.
Please tag your mobility scooter or wheelchair and remove any detachable parts so these can be kept separately for safe keeping. Your airline will make sure this is stowed away safely until you arrive at your destination airport.
Once on board we have aisle chairs our special assistance staff can use to assist you to your seat if you need help with this. Your airline staff will be available to help you with anything you may need, some airlines are able to cool your medication for you, please do check with the airline in advance. Please do tell a member of crew when boarding the flight if you have a hidden disability as this allows them to provide you with the best service possible during your flight.
We do provide drinking water in our special assistance seating areas and staff will be available to help you with this. We also have water fountains based in various areas around both terminals. All of our restaurants, cafés and bars will be happy to offer you a glass of tap water, free of charge.
Changing Places, toilets and baby changing
We have two adult Changing Places, one in each terminal, The facilities include an adjustable bed that lowers to ground level, a hoist and flexible wash basins, all located in a large wash room with full shower facilities. Our Changing Places are free to use and do not need to be pre-booked, however, they are located after security and only available to passengers who are flying. Simply contact a member of our special assistance staff on the day for access.
Unisex accessible toilets are provided near most toilet blocks. Occasionally the accessible toilet is located inside the men's or ladies' toilets.
We have a mix of right and left hand transfer toilets. If you need a peninsular pan we suggest using the Changing Places facilities.
We have specially equipped rooms for feeding and changing babies, which are indicated by a babycare symbol. Changing facilities are provided in the check-in area, on route to the gates, in the transfer area and after passport control in arrivals. There are also fold-down tables provided in some male and female toilets.
We’re currently developing areas in both terminals for our passengers to have access to quiet areas. Please speak to a member of the Special Assistance team to direct you to the nearest area in the terminal.
Flight information and airline desk
Flight information screens are located around the terminal in the departure lounge and we also have a departure board around the special assistance seating area. The Special Assistance team are provided with up to date information from the airline and also can communicate with the gate should there be a delay.
Should you wish to speak with a representative of your airline we have the airline information desk in both North and South Terminal. Our staff will be happy to help direct or assist you to these areas.
If you’re waiting for your flight in the special assistance waiting area a member of staff will advise you when the gate has been opened and they are ready to take you. If you have been given a buzzer, this will let you know when to make your way back to the special assistance waiting area.
Passengers can be assisted from the special assistance waiting area in different ways - we can provide a walking escort, assistance with a wheelchair or we can assist using an electric buggy.
If you’d like to make your own way to the gate you’ll be able to see your gate information on the flight information display screens. Once your gate number is showing on the screens you can make your way to the gate, some of which can be a ten minute walk from the departure lounge, so please allow enough time to travel to the gate.
You will find toilets and baby changes on the way to each gate, we also provide some dedicated seating on the way in case you need to have a break when walking. There is also a changing place room in each terminal - should you require access, please speak to a member of the special assistance team. Please use one of the white phones on the walls to call for help if you need it at any time.
If you can’t manage the steps up to the aircraft we provide ambu-lift vehicles that are used to help you board. The ambu-lift is secure and can be used to assist several passengers to the aircraft. Companions will need to use the steps along with other passengers.
If you need some more assistance to board the aircraft we can arrange an Eagle Hoist, this service needs to be booked 24 hours in advance by emailing firstname.lastname@example.org with your name, contact information, flight details, height and weight, if you’re using your own sling and if you’ve used the service before. Once your booking is confirmed you will receive email notification.