Arriving at the airport
We recommend you arrive at the airport at least 2 hours before your flight departs.
If you’re already in the terminal and you have luggage to go in the hold or you need to check-in, you can make yourself known at Bag Drop.
If you’ve already checked-in online and are travelling with a cabin bag only, you can go directly to the airport’s Special Assistance desk. You’ll be able to find the location of the Special Assistance desk by visiting the airport’s website.
If you are a wheelchair user travelling with your own chair, you’ll be able to keep it with you up to the door of the aircraft. Very large or heavy electric mobility scooters may need to be left at Bag Drop.
See also: Medicine, medical conditions and medical equipment
Getting through security
At some of our airports there is a dedicated Special Assistance security ‘lane’. If you are carrying medication and/or medical equipment to take on board, please make sure you have a doctor’s note with you, listing your medication, and that it is packaged correctly.
See also: Medicine, medical conditions and medical equipment
In the departure lounge
You should let the service provider know what assistance you need. They can accompany you in the departure lounge or make arrangements to meet you in advance of boarding the aircraft.
Some of our airports also have a dedicated Special Assistance seating area in the departure lounge.
Boarding the plane
We’ll get you on board shortly after our Speedy Boarding customers. This does vary depending on the airport layout and the type of assistance you need.
Our Special Assistance providers will get you to your allocated seat and stow your cabin bag(s) for you.
Arrivals
Depending on the airport we may ask you to wait until the rest of our customers disembark. The assistance providers will then be able to help you to disembark the aircraft at your own pace.
Depending on airport your wheelchair or electric mobility aid may be waiting for you at the bottom of the steps when you disembark or it will be in the baggage hall.
Assistance will then be provided through passport control and to the baggage reclaim where you will be helped to collect any luggage or mobility equipment, if necessary.
You will also be assisted from the baggage hall to your point of departure from the airport. At airports inside the European Union this can include the pick-up point, the bus stop or car park, for example.