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Before you travel

Requesting assistance and making arrangements before you arrive at the airport.

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

Before you travel

Booking your assistance

If you require any assistance through East Midlands Airport, please ensure you make the necessary arrangements before you travel. Your airline or travel agent will take all necessary information from you regarding your assistance, and will inform the Passenger Services Team 48 hours ahead of your travel.

Airline special assistance contact numbers

Aurigny – 01481 822886
Flybe – 0207 308 0812
Jet2.com – 0800 408 5591
Loganair 0344 800 2855
Ryanair – 0871 246 0003
TUI Airways – 0203 451 2585

If you are unable to book your assistance prior to 48 hours before your travel, you must still inform your airline or travel agent and they will inform the Passenger Services Team as early as possible. On your arrival we will be able to assist you; however, there may be a slight wait as passengers who have booked in advance will be assisted first.

We also offer blue badge parking for customers who require it. 

Assistance categories

Your airline will ask you a series of questions to determine what kind of assistance you need for your journey. Your airline uses this information to assign an assistance category to your booking. We will use this category to ensure that you receive the relevant assistance. There are many types of assistance, but we have listed a few of the common ones below which may help you to communicate with your airline what assistance you need.

 

Category summaries

 

WCHR

WCHS

WCHC

OTHER

Ability to walk distance

Require a wheelchair

Require a wheelchair

Require a wheelchair

Require assistance other than a wheelchair

Ability to climb steps

Can ascend the aircraft steps

Cannot ascend the aircraft steps

Cannot ascend the aircraft steps

-

Ability to walk to seat

Can walk from aircraft door to aircraft seat

Can walk from aircraft door to aircraft seat

Cannot walk from aircraft door to aircraft seat

-

Individual airports have different types of facilities and equipment, in order to meet the requirements of your assistance category. For the benefit of our passengers, we have included a table below as a guide to what kind of assistance you can expect at each stage of your journey through East Midlands Airport.

 

Departures assistance

 

WCHR

WCHS

WCHC

OTHER

Check-in

Wheelchair, Assistance to Check-in

Wheelchair, Assistance to Check- in

Wheelchair, Assistance to Check- in

Green lanyard, Assistance to Check- in

Security

Access to PRM Lane,
Assistance if required

Access to PRM Lane,
Assistance if required

Access to PRM Lane,
Assistance if required

Access to PRM Lane,
Assistance if required

Departures- Retail

Access to 'Quiet Route'

Access to 'Quiet Route'

Access to 'Quiet Route'

Access to 'Quiet Route'

Departures- Lounge

Access to Assisted Travel Waiting Area

Access to Assisted Travel Waiting Area

Access to Assisted Travel Waiting Area

Access to 'Quiet Room'

Gate

Separate Queue for PRMs

Separate Queue for PRMs

Separate Queue for PRMs

Separate Queue for PRMs

 

 

Embarkation/disembarkation assistance

Airline

WCHR

WCHS

WCHC

OTHER

Aurigny

Assisted boarding

Manual Carry Chair

Manual Carry Chair

Assisted boarding

Blue Island

Assisted boarding

Manual Carry Chair

Manual Carry Chair

Assisted boarding

Flybe

Assisted boarding

Aviramp

Manual Carry Chair, Aviramp

Assisted boarding

Jet2

Assisted boarding

Ambulift

Ambulift,
Aisle Chair

Assisted boarding

Loganair

Assisted boarding

Ambulift

Ambulift,
Aisle Chair

Assisted boarding

Ryanair

Assisted boarding

Ambulift

Ambulift,
Aisle Chair

Assisted boarding

TUI

Assisted boarding

Ambulift

Ambulift,
Aisle Chair

Assisted boarding

 

 

Arrivals assistance

 

WCHR

WCHS

WCHC

OTHER

At Aircraft

Assistance by minibus or ambulift

Assistance by ambulift

Aisle Chair, Assistance by ambulift

Assistance by minibus or ambulift

Immigration

Access to PRM Lane, Assistance if required

Access to PRM Lane, Assistance if required

Access to PRM Lane, Assistance if required

Access to PRM Lane, Assistance if required

Baggage Reclaim

Assistance retrieving luggage

Assistance retrieving luggage

Assistance retrieving luggage

Assistance retrieving luggage

Arrivals Area

Assistance to arrivals meet and greet area

Assistance to arrivals meet and greet area

Assistance to arrivals meet and greet area

Assistance to arrivals meet and greet area

Onwards

Assistance to designated locations

Assistance to designated locations

Assistance to designated locations

Assistance to designated locations

For further information, you can contact customerservice@eastmidlandsairport.com, or 07711 574 187.

 

Airport Awareness Booklet and Assistance Passport

At East Midlands Airport we aim to make our passengers’ journey 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.

Making arrangements before you travel

Electric mobility aids and general mobility equipment

If you are travelling with your own mobility aid you must always try to pre-book this with your airline or travel agent as any failure to do so could result in your mobility aid not being able to travel with you. It is important that the dimensions and weight of the equipment are supplied to your airline or travel agent prior to travel so any necessary arrangements can be made with the handling agent at the airport.

Assistance Dogs

Assistance dogs are allowed into the terminal building and may travel on aircraft providing they comply with the Pets Passport Scheme. You must inform your airline or travel agent prior to travel so they can make any necessary arrangements. For further advice on flying with your assistance dog please visit: www.guidedogs.org.uk or www.caa.co.uk. We have two assistance dog relief areas at the airport. The first is before security and is located next to the Meet & Greet parking area; please ask a member of the Passenger Services Team if you require any assistance. The second is located after security; if you would like to use this area before your flight please request this from a member of the Passenger Services Team as it requires one of our team to escort you there.

Try Before You Fly

If you have not travelled before and would like to see the facilities we offer before you travel, we run Try Before You Fly tours throughout the year so you can familiarise yourself with the airport layout before you travel.

To enquire about the next available dates, please email customerservice@eastmidlandsairport.com.