Information for Passengers with Reduced Mobility

Booking assistance

It is imperative that you discuss any special requirements when you make your travel arrangements or book a holiday. This applies to all booking methods - travel agents, websites or by telephone (Customers using an internet booking service will usually find a relevant telephone number on their websites).

Facilities and services

The services we provide are to help all customers who require special assistance, this includes customers with impairments such as blindness or low vision, deafness or hearing loss, wheelchair users, and restricted movement/slow walkers.

Parking
Disabled parking spaces for blue badge holders are located in several of our car parks.

Drop Off
If you are being dropped off, the closest area to the Check-in hall is the Rapid Drop Off Zone (RDO). It costs 1.00 to be dropped off across the road from our Check-in Hall and is signposted from the main airport entrance.

Arriving by Bus

Click here for further details on our direct access page.

On arrival at EMA
• If you require wheelchair assistance or help with your luggage from the disabled parking spaces in the Short Stay Car Park, you should contact the Passenger Services team using one of the help points located in the car parks. There is also a help point at the car park coach drop off point.
• Alternatively, report to the Passenger Services Desk located in the main check in hall

Wheelchairs
If you need to borrow a wheelchair whilst at the airport, please speak to a member of the Passenger Service Team at their desk in the main check-in hall. These are available free of charge, but please note are subject to availability.

Airport Security
We recognise that getting through our security process can be a worry for our customers, we have a designated lane for families with pushchairs and customers in wheelchairs. If you require a search by one of our security team there is a private search area that can be used on request. For more information on our security procedures please refer to our security and check-in procedures page.

Boarding the aircraft
OCS has a range of modern equipment to help you board the aircraft quickly and efficiently. They will discuss individual requirements with you and arrange the most appropriate type of help.

Airport Security
We recognise that getting through our security process can be a worry for our customers, we have a designated lane for families with pushchairs and customers in wheelchairs. If you require a search by one of our security team there is a private search area that can be used on request. For more information on our security procedures please refer to our security and check-in procedures page.

Walking Distances
Below is a guide to the walking distances to key points within the terminal.

  • Coach drop off point to Passenger Services desk' - 102 metres
  • Short stay car park help points to Passenger Services desk - 23 metres to call point 5 (mid point) and 45 metres to call point 5 (furthest point)
  • Rapid drop off area to Passenger Services desk - 73 metres
  • Passenger Services desk to nearest toilets - 51 metres
  • Passenger Services desk to security entrance - 63.5 meters
  • Passenger Services desk to CIDesks (This varies depending on which airline you would be using and is a guide only) - 48 metres to desk 42, 57 metres to desk No 3
  • Distance through the security process - 64 metres to lane 2 (used for wheel chair users)
  • After security to nearest toilets - 28.3 metres to the first set of toilets (within WHSmiths unit)
  • After security to Passenger assistance area gates 1-5 - 136 metres
  • After security to Passenger assistance area near G12 - 310 metres
  • After security to gates 19-23 - 555 metres to gate No 18 and 625 metres to gate No 23 (These are the furthest away gates)
  • After security to nearest catering - 118 metres to Grab and fly. 228 metres to Pork and Pickle
  • After security to First aid room - 331 metres to the first floor catering area where you will find the First Aid room.

Boarding the aircraft
Our Passenger Services Team has a range of modern equipment to help you board the aircraft quickly and efficiently. They will discuss individual requirements with you and arrange the most appropriate type of help.

Passenger Assistance

These waiting areas are easy to locate and can be found near to departure gates 2 and 14 in the Departure Lounges. They have a number of facilities designed to make your time here enjoyable and trouble-free, including a hearing loop and a telephone help line.

Toilet facilities
There are fully equipped disabled toilets throughout the Terminal building.

Telephones
Public telephones are available throughout the Terminal building. A lowered unit can be found opposite gate 10 in the departure lounge.

First aid rooms
First aid rooms are available in two locations – one in the Departure Lounge, after security on the first floor, accessed by lift and one in our arrivals area after clearing customs. They may be used by customers for any procedure which requires privacy. Requests to use this room should be made:-
• Departure Lounge - via the telephone help points located in the Passenger assistance lounges
• Arrivals area - via the information desk

Assistance dogs
Assistance dogs are allowed into the terminal building and may travel on aircraft, providing they comply with the Pets Passport Scheme.

The assistance dog relief area is located 150 metres from the check in hall, within the disabled parking area of the short stay car park.

For advice on flying with your assistance dog contact: www.guidedogs.org.uk or www.hearingdogs.org.uk

Useful contacts
East Midlands Airport Customer Services - 0871 919 9000*
*Calls are charged at 10 pence per minute from a BT landline. Calls from mobiles and other networks may vary.

Or email us at info@eastmidlandsairport.com

01332 818750

The UK government code of practice for access to air travel for disabled people may be found at: www.dft.gov.uk

European legislation

The Regulation No 1107/2006 concerns the rights of disabled persons and persons with reduced mobility when travelling by air.

From the 26 July 2008 new European legislation (Regulation No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air) comes into force.

The aim of this legislation is to ensure that consistently high quality disabled assistance is provided at airports throughout the European community.

The airport will have overall responsibility and management of this new service. East Midlands Airport have a team of dedicated passenger services assistants who will provide assistance for all our disabled customers.

In order to comply with Article 9 clause 3 of the new legislation we are publishing our table of service standards. If you would like to find out more about your rights to fly and the assistance you may expect please contact the Equality and Human Rights Commission.
www.equalityhumanrights.com

Service Levels

The Passenger Services Team provide assistance for all customers requiring special assistance. The guidelines we give to the team are:

  • Departures - All customers who have booked assistance should not wait more than 10 minutes on 80% of occasions, 15 minutes on 90% of occasions and should never wait more than 20 minutes to be collected from any designated landside help point.

    Customers who haven't booked assistance should not wait more than 15 minutes on 80% of occasions, 20 minutes on 90% of occasions and should never wait more than 30 minutes to be collected from any designated landside help point.
  • Arrivals - All customers who have booked assistance should not wait more than 10 minutes on 90% of occasions and should never wait more than 15 minutes to be collected from the aircraft.

    Customers who haven't booked assistance should not wait more than 15 minutes on 90% of occasions and should never wait more than 20 minutes to be collected from the aircraft.

Please click on our link at the top of this page for more information on service standards.

Useful Information

Related Information


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