Stansted Airport has responsibility at the airport and the airline has responsibility when you are on board the aircraft. Please find below a useful guide if you require assistance:
- If you have a disability or you experience mobility difficulties and need assistance at the airport, you must inform your airline of your particular need at least 48 hours before you fly. It is advisable to give as much notice as possible for both the outbound and return journey, this way we can ensure you receive the assistance you require. If, however, no notification is made, best endeavours will be made to assist you.
- As well as informing the airline, you may wish to inform ISS, the special assistance provider at Stansted Airport - email email@example.com.
- We recommend you present yourself at least two hours before the published flight time at the Special Assistance desk and at the latest present yourself no later than one hour before the published departure time.
Assistance dogs can only travel if they are registered with The Pet Travel Scheme (PETS) and if allowed by your airline and holiday destination.
Assistance arrangements MUST be booked through your airline at least 48 hours before your flight. For your convenience the airline contact numbers for this are shown below:
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 questions about using this service inside the terminal at Stansted Airport, please email firstname.lastname@example.org. Please note that responses to this email address will be sent within 48 hours and special assistance cannot be booked via this email address.
We are committed to providing the highest level of service in a timely manner, in line with EU requirements.
Passengers with reduced mobility video
European regulation introduced in 2008 guaranteed more rights for both the disabled and people with reduced mobility when travelling by air. If this impacts you and you want to find out more, please watch this EU video about the services and assistance that you have the right to receive at all EU airports.