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:
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.
To view our latest performance statistics please use one of the following links:
We also hold quarterly meetings with disability organisations. For the minutes from the latest meeting, please click below.
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.
If you would like to make a complaint, please contact our customer relations team who can be contacted via the following link: http://www.eastmidlandsairport.com/help/feedback-form/. 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.