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How we can help you if you are travelling by air

If you have a disability or reduced mobility you are entitled to support, commonly known as ‘special assistance’, when travelling by air.

Your right to special assistance applies when:

  • You fly on any airline from an EU airport
  • You fly on an EU registered airline to an EU airport

This means airports and airlines must provide help and assistance, which is free of charge, to ensure you have a stress-free journey.

Special assistance is available to anybody who may need help to travel such as the elderly, people with a physical disability, such as wheelchair users, and those who have difficulty with social interaction and communication, such as those with autism or ADHD.

Help is available from the moment you arrive at an airport and can cover:

  • Your journey through the departure airport.
  • Boarding the aircraft and during the flight.
  • Disembarking the aircraft.
  • Transferring between flights and travelling through your destination airport.

If you would like us to arrange any assistance at the airport or on the aircraft, please let us know at the time of booking, or if you've already booked and now need to notify us of any special requirements please contact a member of our Customer Care team on 0800 373 034. Please provide at least 48 hours notice if you require assistance.

When you arrive at the airport you will need to make your own way to one of the assistance points in the terminal.

Airports must have assistance points at various places in the airport boundary – this may include drop-off points, car parks, train stations and bus terminals. If you park at a medium/long term car park you will usually need to make your own way to the terminal using the airport's bus service. In the UK, these vehicles are generally accessible by a ramp so that people using wheelchairs can board but please contact us to discuss this if you've already arranged car parking or mention it to us when you book your car parking.