Assistance at the airport ahead of your flight
We know that arriving somewhere unknown can be a little daunting, so we’ve worked with Quidity to create a 360 degree virtual tour of East Midlands Airport so that passengers can familiarise themselves with the layout before they arrive. To get to know your way around the airport, click here.
Once you arrive at the airport, please make your way to departures. If you are in one of our car parks, all our buses are wheelchair accessible with bus drivers trained to support passengers with additional requirements. Should further assistance be required please call 07711 574187, which will connect you to a member of our Passenger Services Team. (This is a priority number and should be used for mobility assistance related enquiries only.)
Once you are in the terminal, please report to the Passenger Services desk in the main check-in hall to discuss the assistance you need with a member of our friendly staff. They'll organise the appropriate assistance based on your requirements.
You may either check in your luggage prior to booking in at the Passenger Services Desk or we can assist you with check in if required.
We advise that you arrive at the airport no less than two hours in advance of your scheduled departure time, preferably more. You should present yourself to our Passenger Services Team no less than 1 hour 30 minutes before your scheduled departure time.
If you require the use of an airport wheelchair, we can arrange this for you when you report to the Passenger Services desk. All our chairs have a storage area beneath the seat which will store most sizes of luggage. Alternatively, you are welcome to use your own wheelchair or other mobility aid until you board the aircraft.
By request at the Passenger Services Desk, we can organise a quieter route through the departure lounge. The quieter route involves cutting out most of the retail journey post-security.
Please ensure that you book in at the Passenger Services Desk in the main check-in hall before you proceed through security so the required paperwork can be completed by a member of our team.
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 to get to this. 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 a member of our team to escort you.
Alternative search methods are available at security upon request. For more information, please see our web pages on security. If you require assistance through security please book this at the Passenger Services Desk.
We offer dedicated assistance waiting areas in both the check-in hall and main departure lounge, which can be identified by their pink seating covers. Both also have access to a help point button so you can get in touch with a member of staff at any time if needed. We can also arrange for a member of staff to escort you between these areas and to your aircraft if needed.
We have one Changing Place facility, which is located upstairs in the Departure Lounge; access is via lift, escalator or stairs. The facility is available for all departing passengers once checked in and through security. It includes an adjustable bed, hoist, flexible wash basin and shower facilities.
Changing Places is free to use and does not require pre-booking. In order to gain access, you will require the use of a Radar Key.
If you do not have your own key, we have various options available:
There is a key on the wall adjacent to the room. For access to the key you can request a code from the Passenger Services Desk when you check in.
There is a phone number located on the door of the Changing Places room; please call this number and a member of our team will assist.
We have two Quiet Rooms available for those passengers who require somewhere to escape the hustle and bustle of the airport. Our Quiet Rooms are located both before and after security (opposite check- in desk 26, and opposite gate 14). They are soundproofed, and receive only limited passenger announcements. They both feature flight information displays to help you keep track of your flight, as well as help points, so you can get in touch with a member of the Assisted Travel team if required. Our Airside Quiet Room also features a soft seating area.