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Special Assistance

We extend a warm welcome to all of our passengers at East Midlands Airport and understand that airports can be a daunting experience for anyone. With this in mind, we recognise that our passengers may have a variety of requirements when travelling via us – departing or arriving – and may need a little help and reassurance.

If you need extra assistance while you're at the airport, we have a dedicated team to help you prior to travelling and when you’re with us.

Our Service Standards detail what our customers can expect to receive when travelling through East Midlands Airport. You can view these here:

Passenger Services Standards 2016

East Midlands Airport Special Assistance Newsletter 2017

East Midlands Airport Special Assistance Newsletter Jan-Mar 2018

Airport Awareness Booklet and Assistance Passport

At East Midlands Airport we aim to make our passengers’ journey through the airport as simple as possible, so we've produced a number of downloadable booklets for you to read prior to travel.

Our Airport Awareness Booklet is for any passenger travelling through the airport; it provides information on what to expect on the way, and also has some pages for you to colour in. Download your copy here.

To help us get to know you better, please download and complete our Assistance Passport here.

Remember to bring this with you when you travel so that we know all about you and can make your journey as smooth as possible.

Our performance

To view our latest performance statistics please use one of the following links:

Passenger Services Performance October 2017 to March 2018

Passenger Services Performance April 2017 to September 2017

We also hold quarterly meetings with disability organisations. For the minutes from the latest meeting, please click below. 

Minutes from Consultative Committee Meeting, June 3 2018

Your experience

Tell us about your recent East Midlands Airport Passenger Assistance experience by clicking on the link and completing a short survey from the CAA (Civil Aviation Authority). Your feedback helps us to improve our service for the future.

Complete survey here.

If you would like to make a complaint, please contact our customer relations team who can be contacted via the following link: More information on our complaints procedure can be provided on request. If, for any reason, you are unhappy with our response to your complaint, you can refer your complaint to AviationADR, which is approved by the Civil Aviation Authority to provide an independent review of complaints and dispute resolution services. You will need to refer your complaint to the AviationADR Scheme within 12 months of our final response.

Before You Travel

When booking your holiday through travel agents, websites or by telephone, it is important that you communicate any required assistance in order to ensure we can best help anyone with disabilities or reduced mobility to move with comfortable ease through each phase of the passenger journey.

Requesting Assistance

Public Transport and Parking

Blue Badge holders arriving at the airport can make use of our designated disabled parking spaces. If travelling by public transport, including bus, there are Easy Access Skylink and Airlink services to and from the airport for a swift and comfortable airport travel experience. 

Departing from the Airport

In order to receive any pre-booked assistance or to book assistance once at the airport, you will need to go to the Passenger Services Desk on your arrival at the airport. This will ensure that we can provide you with the correct assistance going through the airport and onto your flight.

Before Leaving Home
Help Points

Arriving at the Airport

When you arrive back at East Midlands Airport, please stay on the aircraft until a member of our Passenger Services Team arrives to assist you. We will send a member of staff appropriate to the type of assistance the airline has informed us about.

Further Links