Assisted Travel

Birmingham Airport offers a range of assistance services for customers requiring additional support.

Download this information as a leaflet

How to book assistance

Please pre-book Assisted Travel with your airline or tour operator at least 48 hours before departure or arrival at Birmingham Airport.

You should also tell your airline if you intend to take your own electric mobility aid.

Registering for assistance for a departing flight

To ensure there is enough time for you to complete all the necessary Airline and Security checks and have a pleasant boarding experience, we strongly recommend all passengers requiring assistance register at the Assisted Travel Help Desk no later than 3 hours before the scheduled departure time. Failure to allow adequate time for airport and assistance processes may result in disruption to your journey.

Car Parking for Disabled Customers

Blue Badge holders are entitled to up to 30 minutes free parking within the Premium Set Down car park upon production of their Blue Badge and car parking ticket at the NCP Customer Service Desk which is located in the Premium Set Down Car Park. Normal charges apply if the 30 minutes is exceeded. Please note, this car park can be used to pick up disabled customers.

Disabled parking is also available in Car Parks 1, 2, 3, 5 and the Free Drop Off/Set Down area. Please note that car parking is charged at the normal rates for these car parks.

Accessible Entry / Exit Barriers

All of our Car Parks have Automatic Number Plate Recognition (ANPR) systems and are ticketless. We recommend that you pre-book parking here to make use of the full ANPR system. Using the ANPR system will automatically raise entry and exit barriers.

Off-Site Car Parking for Disabled Customers

If you are parking in an off-site car park, please check with the car park provider for accessibility.

Assisted Travel Help Desk

The Assisted Travel Help Desk is located in the concourse area near the Spar shop on the ground floor of the terminal building, next to check-in zone B.

Help Points

When you arrive at the Airport you can be assisted from one of the following Help Points. Any calls made from these points are directed to the Assisted Travel Help Desk.

Area	Location
Car Park 5 - Accessible bus service to terminal available
Car Park 1	Next to the disabled parking bays
Car Park 2	Next to the disabled parking bays
Premium Set Down Car Park	Next to the disabled parking bays
Birmingham rail interchange	Next to the Air-Rail link
Outside the terminal	Opposite the local area bus stops
Outside the terminal	Opposite the car park courtesy bus stops

Courtesy Mobility Equipment Available

Manual wheelchairs (including Bariatric models)

Self-propelled wheelchairs

Electric mobility scooters

In line with regulation EC 1107/2006, Birmingham Airport will loan mobility equipment to customers whose own mobility aid has been lost or damaged when travelling by air. Where possible, this will be on a like-for-like basis.

Courtesy Electric Mobility Scooter

We are pleased to offer our assisted customers the opportunity to use a courtesy electric mobility scooter whilst they are on the Airport site.

Courtesy electric mobility scooters can be requested when customers arrive at the Assisted Travel Help Desk which is located on the ground floor of the Terminal opposite Spar. Passengers do not need to book scooters in advance. The electric scooters can't be reserved in advance and availability is limited.

Assisted Travel staff will take you through a quick demonstration on how to use the scooter and you will be asked to sign to say that you have been given this information.

You can use the scooter on your departure journey through the Airport right up until your boarding gate.

Autism Assistance

We understand that Airports can be very stressful environments and this is especially the case for customers with autism.

To assist these customers we have worked very closely with Autism West Midlands to produce a video which details each step of the journey to enable the viewer to experience the sights and sounds of the Airport before they travel.

Two booklets have been produced that can be downloaded from our website - the first booklet is for children with Autism and shows the journey through the Airport in pictures and words, there are boxes to tick throughout the journey and a few fun facts along the way! The second booklet contains top tips for adults with Autism and also for parents and carers of children with Autism.

Download parent and carers' booklet

Download childrens' booklet

This video is broken down into separate sections below:

Boarding and Taking Off

Arriving into Birmingham Airport

Autism West Midlands offer a guide on their website ‘A guide to travelling by plane’ which you may find helpful if you are an adult with Autism looking for advice and guidance on travelling through the airport:-

www.autismwestmidlands.org.uk/helpadvice/downloads

How to Book Assistance for Passengers with Autism

Any customers with autism should book assistance through their airline or tour operator at least 48 hours before departure or arrival at Birmingham Airport.

When booking assistance through your airline or tour operator, please book DPNA assistance, if there is an option to give further information regarding the assistance you require please type the word Autism.

Travelling with a Hidden Disability

Do you have a hidden disability but want to be independent through the Airport?

If you or someone you are travelling with have a hidden disability and feel you may need additional support as you travel independently through the Airport. We support the Sunflower Lanyard scheme which will discreetly identify you to Airport staff as requiring additional support.

These lanyards can be collected from the Assisted Travel Help Desk on the ground floor of the Terminal Building opposite Spar.

For the deaf

Induction Loop Systems are available in key areas around the Airport including the Assisted Travel Help Desk.

Security

All our Security Officers are trained to enable them to understand sensitivities regarding disabilities. A private search area is available. Walking aids are provided to assist customers through the Archway Metal Detector (AMD). Seating is available close to the AMD in the search area. Water is available if required.

If you need to take liquid medication in your hand luggage, this will be screened using specific equipment.

Travelling with your own electric mobility aid

At the time of booking your flight or up to 48 hours in advance of travelling, please contact your airline directly or via your travel agent to pre-book assistance.

You should also tell your airline if you intend to take your own electric mobility aid. The airline will require the make and model of your mobility equipment along with the weight and dimensions. This information is required to make your electric mobility aid safe for travel.

When you arrive at Birmingham Airport for your departure flight, please proceed to the Assisted Travel Help Desk located on the ground floor. From this point, our team will assess your needs and ensure that your electric mobility aid is safe for travel.

You can remain in your electric mobility aid right up to the aircraft door. However, you may be asked to transfer to a manual wheelchair at the gate. By doing this your electric mobility aid can be taken to the aircraft for loading in a timely manner.

On arrival at Birmingham Airport you will be met by an Assisted Travel Agent who will collect your electric mobility aid from the aircraft hold.

If there is a problem with your electric mobility aid on arrival at Birmingham Airport, a courtesy wheelchair will be offered.

Eagle Hoist

We now offer an Eagle Hoist* Model 4A for an alternative ‘full carry’ boarding solution.

This model is only compatible with the following aircraft types: B737 (all models), A318, A319, A320, A321

The person requiring use of the Eagle Hoist must be seated in the following seats only: D,E,F – to the right side of the aisle when seated in the cabin.

You can make a request for the Eagle Hoist by contacting us. A minimum of 7 days’ notice is required, and we will respond by e-mail to confirm if the request can be accepted or not.

Conditions

It is the passenger’s responsibility to ensure suitable seats have been allocated/provided by their airline in advance and that the aircraft type is compatible with the Eagle Hoist model.
Provision of the Eagle Hoist will be made in order of date requested (first come, first served).
Whilst every effort will be made to honor your request, Birmingham Airport does not guarantee that this specific equipment will be utilised on the date(s) of travel. It may be necessary for a standard boarding / deboarding method to be given, for example, a manual lift using a traditional aisle chair.

*Please note the Eagle Hoist is currently not in use, but it can be requested by passengers in line with the conditions above.

Public transport

If you are travelling to the Airport on public transport please check with the provider

Mega Bus

National Express

Avanti West Coast Trains

London Midland

Network West Midlands

Assistance Dogs

If you are travelling with a recognised assistance animal, please inform your airline or tour operator in advance. Birmingham Airport is authorised by the Animal and Plant Health Agency (APHA) to accept recognised assistance animals.

Find out more about travelling with an assistance animal.

Only recognised assistance animals are permitted in the terminal building.

Toilet Facilities

Toilets can be found throughout the terminal building and all have disabled facilities.

Changing Places Toilet

We have a dedicated Changing Places toilet which is located within the Departure Lounge (behind WH Smith Bookshop). This facility includes;

Pressalit Nursing Bench 3000 Height adjustable changing bench
Voyager Duo Hoist system to lift the person between wheelchair, toilet and bench
Space for the bench and toilet to be approached from either side

Pressalit Changing Bench Manual
Voyager Duo Hoist Manual

This facility can’t be accessed with a RADAR key. The code to access this facility is ‘2345’.

The entry code to the facility can also be requested from the Assisted Travel Help Desk or by using the courtesy phone adjacent to the Changing Places facility.

No slings are provided (for health & safety reasons). Customers should bring their own and these must be compatible with the loop system.

The protective paper sheet provided must be used on the changing bench. Soiled and disposable materials must be placed in the sanitary bin. It is the carer’s responsibility for the safety of the user at all times, including the use of the hoist. The weight limit must not exceed 30 stone (200kg).

Feedback

We welcome customer feedback so please follow the link below to give us your comments on the service you have received.

You can also contact the Civil Aviation Authority by clicking here

Feedback Survey

We’d love to hear what you thought about our Assisted Travel service. You can tell us about your experience by completing a short survey using the following link.

http://AssistanceSurvey.birminghamairport.co.uk