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Special Assistance

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Special Assistance

Information and advice to help passengers with special needs plan their route through Stansted Airport, plus general help and advice for overseas travel.

Online Accessibility Information

We work with DisabledGo to provide the most trusted accessbility information in the UK. All the guides were created by trained DisabledGo surveyors and are updated manually.

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Accessibility Information Guides

Getting to the Airport by Car / Taxi Access Guide:

DisabledGo New

Bus or coach Access Guide:

DisabledGo New

Train Access Guide:

DisabledGo New

Departing from Stansted Airport Access Guide:

DisabledGo New

Landside changing places Access Guide:

DisabledGo New

Airside changing places Access Guide:

DisabledGo New

Toilets Access Guide:

DisabledGo New

View all of our information provided by DisabledGo by clicking here.

Booking Your Assistance

It is imperative that you discuss and notify your assistance requirements with your travel agent, tour operator or airline at the time of booking and no later than 48 hours before the date of your departure. Your assistance requirements will then be passed to our service provider Omniserv, who will ensure the assistance you require is made available to you. You should also advise your Airline if you intend to take your own mobility aid such as wheelchair, scooter etc.

To book assistance please contact your airline or tour operator at least 48 hours before travel.

Ryanair – From the UK 0871 2460003 or www.ryanair.com

Pegasus - 0845 0848 980 or www.flypgs.com

Thomson - 0844 871 1600

easyJet - 0843 104 5000

Aurigny - 01481 822886

Thomas Cook - 0844 855 0515 or TCHDPreTravelAdmin@Thomascook.com

For any general enquiries and bookings regarding our assistance service, available inside the terminal at Stansted Airport, please email STN.PRM@airservcorp.com.

If you have any feedback regarding the assistance service, please e-mail stn_feedback@airservcorp.com.

Please note that responses to this email address will be sent within 48 hours and special assistance cannot be booked via this email address.

Disability awareness and engagement

By contacting us at AutismAwareness@stanstedairport.com, a customer experience manager will take your details and ensure you receive a wristband. Please send details at least 48 hours in advance of your departure otherwise your request may not be processed in time.

This wristband will prompt staff that the traveller may need additional support, as well as allow entry to fast track for up to five persons.

For more information, read our Autism Awareness booklet and view our video below:

The following is a summary of the engagement that Stansted Airport and Its PRM Provider, Omniserv, have with disability groups.
2nd June 2015

The day commenced with a guided tour led by Omniserv in conjunction with MAG, of both the landside and airside operations, followed by an ambulift boarding of a Ryanair aircraft for all the invitees. The group then moved to a meeting room in the Radisson Blu hotel, where a presentation was provided by Omniserv, which included an overview of both our equipment and training courses, and then a presentation on behalf of MAG. There were numerous Q&A's thereafter and all invitees were invited to provide follow-up comments, including suggestions for improvements or enhancements etc.

Groups that were in attendance were: Leonard Cheshire, Action on Hearing Loss, Support4Sight, BackUp Trust and MS Society.

November 2015

Site visit conducted by Action on Hearing Loss to audit hearing induction loops and other services. Report presented to MAG and Omniserv on findings and recommendations with loop locations etc to be installed.

10th December 2015

DisabledGO site visit and audit. Full review of the services available along with PRM routes and experience was mapped along with pictures taken to be published by DisabledGO. Particular detail on powered hoist changing facilities.

Early August 2016

Site visit and consultation being coordinated with Andy Wright to form part of an annual review/open day following the success of the event in June 2015.

Getting to the Airport by Car / Taxi

Disabled parking spaces are available in all car parks at Stansted Airport and parking charges do apply.

A fully accessible bus service will transfer you to and from the Long Stay, Jet Parks and Mid Stay Car Parks. Help button facilities are located at entrance and exit barriers and also at pay stations.

Blue Badge spaces are located in Orange and Green Zones in Short Stay Car Park.

Drop Off/Pick Up Arrangements

Passengers can be dropped off and picked up from the Terminal Forecourt – charges apply. Blue Badge spaces are located in Zone C which is the closest area to the Special Assistance Desk.

A help point is located within this area that connects to the Special Assistance desk.

Getting to the Airport by Bus, Coach or Train

Both the Bus and Coach Station and Rail Station have easy access to and from the Airport Terminal, providing step free access via escalators, lifts and ramps. 

Bus and Coach

On arrival at the Bus and Coach Station you can contact our service provider Omniserv by using the designated Assistance Help Points provided. These Help Points are located by Bays 10 and 29 in the Bus and Coach Station. Please press ‘Help’ and wait to be connected to an Agent.

Train

If you require assistance from the Airport, Rail Station, please advise the train operator at time of booking and they will assist you to the Special Assistance Desk.

https://www.stanstedexpress.com/contact-us/journey-assistance

Departing from Stansted Airport

We advise that you book your assistance for both departing and arriving flights at least 48 hours before you travel.

Passengers should arrive at the Airport no later than the minimum check-in time stipulated by their Airline. You can go straight to check-in or if you need assistance before you get to check-in, you can visit the Special Assistance Desk located between Zones D and E in Terminal Departures area or contact our service provider Omniserv by using the designated Assistance Help Points provided.

This service is provided in accordance with European Directive EC1107/2006. For departing flights, customers with reduced mobility will be met at their point of arrival at the airport and ultimately taken to their aircraft seat. The assistance provided does not include permanent accompaniment of the customer with reduced mobility and there may be times when the customer is unattended. For arriving flights into Stansted Airport, the same principles apply, with the customer with reduced mobility being met at their aircraft seat and ultimately taken to their final point of leaving the airport, designated arrival and departure points.

There is a lounge facility within the departure lounge area which is accessible. This is a paid facility and if passengers wish to use it they can book via here. Please make sure you tell the staff at the special assistance desk when you arrive if you have booked this facility and wish to be taken there.
 
Please note only one family member can accompany a special assistance passenger onto a mini bus, ambulift or out on to the aircraft side.

Stansted airport also operate an airside special assistance desk located just away from the main shopping area. Passengers may well be taken through security and asked to wait within this area with a member of staff before being boarded on to their flight.

Arriving at Stansted Airport

Omniserv staff will assist passengers from the aircraft, through Immigration to the Baggage Reclaim Hall. Once you have collected your baggage Omniserv will assist you to your final point of onward travel such as car park, taxi rank, bus and rail station.

Upon arrival at Stansted Airport Special Assistance Passengers may be met by Omniserv staff with a minibus. This may collect passengers from other flights as well. This mini bus will then either drop passengers at a special assistance waiting area within the satellite or transport the passengers directly to a special assistance lift which connects directly with the immigration area. Please note only one family member can accompany a special assistance passenger on this mini-bus.

Download our PRM Quality Standards Report

Travelling with your own Mobility Equipment

You are able to travel with your own Mobility Equipment such as wheelchairs, mobility scooters or walkers. Please advise your airline in advance of your flight to ensure the appropriate arrangements are in place.

If you are travelling with an electric wheelchair or mobility scooter our Assistance service partner will assist in ensuring this is safe for travel. 

Passengers are able to take their Electric Mobility Aid (EMA) through Terminal security. An Air Safe Plug will be provided to you if necessary which will need to be handed over to the special assistance/airline staff at the departure gate. At the gate the EMA (Electric Chair) would be seen by the allocated Customer Care Agent. It is the CCA’s duty to follow the instructions to ensure it is safe for travel. It helps us keep delays to a minimum if you know how your device works in advance.

Should your Mobility Equipment become damaged, we (Stansted Airport) will provide a loan chair. This will be supplied to you by our PRM Assistance service provider, Omniserv.

Security

Our Aviation Security Officers have all received Disability Awareness training ensuring they are aware of sensitivities regarding disabilities. A private search area is available in all Security Search Areas. Walking aids are provided to assist passengers through the Archway Metal Detector (AMD). Seating is available close to the AMD in the search area.

If you need to take liquid medication in your hand luggage, this will be screened using specific equipment.

For further Information relating to the Security Procedure at Stansted Airport please view our Security Rules.

Walking Distances:

From To Distance
Red
short stay – Car Park
Special
Assistance Desk
 425m
Meet
& Greet
Special
Assistance Desk
 230m
Radisson
Hotel
Special
Assistance Desk
 370m
Orange
short stay – Car Park
Special
Assistance Desk
 570m
Green
short stay – Car Park
Special
Assistance Desk
 735m
Blue
short stay – Car Park
Special
Assistance Desk
 900m
Coach
Station - PTI
Special
Assistance Desk
 220m
Train
Station – Platform 2
Special
Assistance Desk
 235m
     
Special
Assistance Desk
Domestic
Arrivals
 135m
Special
Assistance Desk
International
Arrivals
 175m
Special
Assistance Desk
Track
Transit to Gates 1-39
 540m
     
Track
Transit to Gates 1-39
SAT
1 DEP. (Gate 19)
 155m
Track
Transit to Gates 1-39
SAT
2 DEP. (Gate 39
)
 150m
Track
Transit to Gates 1-39
SAT
2 Domestic’s (Gate 88)
 340m
Terminal
TTS Dep. Platform
SAT
3 DEP. (Gate 50)
 550m
Terminal
TTS Dep. Platform
SAT
3 FCF DEP. (Gate 59)
 625m
     
SAT
2 Domestic
Domestic
Arrivals
 430m
SAT
1 ARR. (Gate 16A)
Immigration
Desks
 380m
SAT
2 ARR. (Gate 38)
Immigration
Desks
 270m
SAT
3 ARR. (Gate 50)
Immigration
Desks
 470m
SAT
3 (Gate 59)
Immigration
Desks
 540m
     
SAT
3 (Gate 59)
International
Arrivals
 140m

(Please note these times are for indication purposes only.)

Facilities for the blind and partially sighted

Guide and hearing dogs are the only dogs allowed in the terminal buildings. The airport directional signs are black on yellow, providing optimum contrast. Reserved seating areas aim to provide low-level flight information screens, but if you have difficulty seeing the monitors please advise your airline at check-in.

Changing Places

Stansted Airport now has newly installed Changing Places facilities located in Landside Arrivals and Airside Departure areas. These facilities are operated with a RADAR key.

Landside Arrivals – Located next in toilet facilities next to Burger King

Airside Departures – Located next to toilet facilities in the Departure Lounge

Toilets

Unisex accessible toilets are provided on the main concourse and within the departures lounge. Parents travelling with children are welcome to use the unisex accessible toilets.

We are committed to ensuring our accessible toilets are kept in a satisfactory condition at all times and some units, including those in the main departure lounge, are fitted with RADAR keys. Signs on each unit explain how to obtain a key.

For further enquiries about special needs assistance at Stansted Airport please call 0844 335 1803. If you are deaf or hard of hearing, please call the Stansted minicom service on +44 (0)1279 663 725.

Assistance Dogs

Guide and hearing dogs are the only dogs allowed into the terminal building except for those animals travelling on flights, providing they comply with the Pets Travel Scheme. For further information please contact your airline.

You and Your Rights

For more information see EU Regulation.

Contact Customer Relations

By Post: 

Our Address: Stansted Feedback Team, Stansted Airport Limited, Enterprise House, Bassingbourn Road, Essex, United Kingdom

Postcode: CM24 1QW

To email your feedback, please visit our dedicated customer feedback page 

In The Terminal

In the Terminal

The special assistance help desk is at the front of the terminal building, between Check-in Zones D and E and is staffed 24 hours a day.

There are a range of facilities for those requiring special assistance at Stansted Airport. A number of airport staff are proficient in BSL Stage 1 and the majority have been trained in deaf awareness, while guide and hearing dogs are the only dogs permitted in the terminal buildings.

Request Special Assistance

Stansted Airport has responsibility at the airport and the airline has responsibility when you are on board the aircraft. Please click below for useful information when you wish to receive special assistance at the airport.

Request Special Assistance Image
Before Leaving Home Image

Before Leaving Home

Arguably the most important items to include in your packing prior to departing for the airport would be any necessary medication for placement in your hand luggage. 

Further items to consider for inclusion include Syringes or injection pens carried for the treatment of diabetes or anaphylactic shock, while any passengers using a wheelchair should note down the dimensions and weight of your wheelchair as these are what defines whether it needs to be stored in the aircraft hold.  

 

 

 

 

Public Transport

Stansted Airport is not only a leading destination for airport travel, with bus and coach services running alongside rail transportation from the station located directly below the terminal building.

Most bus and coach services will be able to carry a folded wheelchair, as long as passengers can board unaided. Please contact the relevant operator for further information. 

A dedicated 24x7 Limited taxi service is based at the airport and can offer assistance to passengers with special needs.

 

Public Transport at Stansted Airport
Help Points at Stansted Airport

Help Points

Help Phones are readily located beside the main terminal doors at Stansted Airport and in each zone of the Short Stay Car Park, providing assistance getting to check-in if required.