For many disabled travellers, the most stressful part of any holiday is not the destination or the hotel. It is the airport.
Large terminals, long walking distances and unfamiliar procedures can quickly become overwhelming without the right support. Airport assistance services exist to make this process easier, but many travellers are unsure how the system actually works.
Across the UK and Europe, airports are legally required to provide assistance to passengers with reduced mobility. The service is free of charge and is intended to help travellers move through the airport and board the aircraft safely. In theory, the system is straightforward. In reality, the experience can vary significantly between airports.
Some airports run highly organised assistance services with clear meeting points, trained staff and efficient boarding procedures. Others struggle during busy travel periods when large numbers of passengers require assistance at the same time.
One airport that generally operates an effective system is Madrid Airport, where the AENA airport assistance service provides dedicated assistance desks throughout the terminal. Passengers can request help in advance and meet assistance staff at clearly marked meeting points across the airport. This level of organisation makes a noticeable difference to the travel experience.
Passengers are escorted through check in, assisted through security and transported across large terminals if needed. When boarding begins, travellers requiring assistance are usually taken to the aircraft first so there is sufficient time to transfer safely.
However, even when airports operate well, preparation still matters.
One of the most useful things travellers can do before flying is extremely simple.
Take a photograph of your wheelchair before handing it to the airline.
Most wheelchair users hand their chair over at the aircraft door so it can be placed in the hold. Although airlines take care when loading equipment, damage still happens more frequently than it should.
A photograph provides a clear record of the chair’s condition before the flight. If damage occurs, this can make it far easier to demonstrate what happened and submit a claim.
Another important step is providing the airline with the correct information about mobility equipment before travelling. Airlines usually require the following details for powered wheelchairs:
• battery type
• battery watt hours
• wheelchair dimensions
• total weight
Providing this information correctly in advance allows the airline to plan safe loading procedures and prevents delays at the boarding gate. Turn up with a different wheelchair or having given incorrect measurements and you could find you are not allowed to fly. Why is this? It could be too high to fit through the hold doors or the battery may be high risk and not have the correct pre-flight clearance. Safety is one of the most important factors within the airline industry, which is highly regulated. Making a mistake can cost them dearly.
When airport assistance works properly it transforms the flying experience. Travellers are guided through each stage of the airport journey and supported when boarding and leaving the aircraft. For many passengers this support turns what could be an exhausting process into something manageable.
Accessible travel continues to improve, but preparation and clear communication still make the biggest difference.
If you are planning a holiday and want help arranging airport assistance or travelling with mobility equipment, we can guide you through the process and make sure everything is organised before departure.
If you would like a copy of our Accessible Air Travel Checklist, which includes practical tips for travelling with wheelchairs, mobility equipment and airport assistance, request it below and we will send it to you.
