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Requesting Assistance

Pre-book your assistance through your airline or travel agent a minimum of 48 hours before your flight

Before you travel

If you need assistance at the airport, it’s important that pre-book the service before your flight. Follow our guide below to get organised and find contact details for all airlines.

Pre-book assistance in advance

If you require any assistance through East Midlands Airport, please contact your airline or travel agent a minimum of 48 hours before your flight. They’ll take down the important details they need, and will inform the our Assisted Travel Team.

If you’re travelling with your own mobility aid you must always try to pre-book this with your airline or travel agent, otherwise your mobility aid may not be able to travel with you. It’s important that you supply the dimensions and weight of the equipment so any necessary arrangements can be made with the handling agent at the airport.

Airline assisted travel contact numbers

Aurigny – 01481 267267 – customerservices@aurigny.com

Blue Islands – 01234 589200

Eastern Airways – 01652 680600 – customersupport@easternairways.com

Jet2.com – 08004 085591 – customer.service@jet2.com

Ryanair – 02032 856488 or 35318 525932 – specialassistance@ryanair.com

TUI Airways – 02034 512585

If you’re not able to book your assistance prior to 48 hours before your travel, you must still let your airline or travel agent know, and they’ll tell the Assisted Travel Team as early as possible. When you arrive, we’ll be able to assist you, however there might be a slight wait as passengers who have booked in advance will be assisted first.

Assistance categories

When you contact your airline, they’ll ask you some questions to find out what kind of assistance you’ll need for your journey. They use this information to assign a category to your booking so that you receive the relevant assistance. There are many types of assistance, but we've listed some of the most common ones below. These may help you to communicate with your airline what assistance you need.

WCHR – Wheelchair required, able to use aircraft steps, able to walk short distances on the aircraft

WCHS – Wheelchair required, not able to use aircraft steps, able to walk short distances on the aircraft

WCHC – Wheelchair required, not able to use aircraft steps, not able to walk short distances on the aircraft (manual lift or self- transfer is required)

DPNA – Other disability (e.g. neurodiverse, autism etc)

BLND – Blind or visually impaired

DEAF – Deaf or hearing impaired

BDGR/ PETC – Guide Dog or Assistance Animal

Try Before You Fly

We know that the airport may be an unfamiliar place for many, which can be a worry for those needing assistance. Our Assisted Travel Team proudly operates a select number of Try Before You Fly events each year. These tours last around an hour and are personalised to whatever areas of the airport you want to get to know.

These are popular with newly disabled people who are unfamiliar with the assistance and equipment we offer, as well as customers with autism or neurodivergence.

Unfortunately, you won’t be able to go on any aircraft, or any area that's not open to the general public. You’ll need a visitor's airside pass before the event, which we’ll help you get. These events are free of charge, and we'll remove the cost of any parking charges.

To explore tour availability and express which areas of the airport you want to be familiarised with, please email our team at customerservice@eastmidlandsairport.com, quoting 'Try Before You Fly'.

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