Assistance at the Airport
Assistance at the Airport
Your guide to departing and arriving back at London Stansted with Assisted Travel
Your accessible airport guide
We want you to have the smoothest journey possible through the airport, so whatever level of assistance you need, our team is here for you. Explore our facilities to plan your trip.
Departing
Arriving at the airport
Please arrive at the airport no later than the time advised by your airline. Once at the airport, if you need assistance getting to Check-In, there are a few ways to contact our team:
- Call 01279 662483 to speak to our Assistance desk.
- Help phones are located in our Short Stay car parks, as well as in Zones B and C within the terminal forecourt (please be aware that at busy times, there can be a wait at these help points for assistance).
- You can head over to the Assistance Desk in Zone A of the terminal. If you are travelling with a family member or companion and they are happy to assist you, there may be wheelchairs available for you to use in the terminal by the Assistance Desk.
If you don’t need assistance at this point, you can head straight to the Check-In desks before coming to the Assistance Desk.
Travelling through the airport
If you have reduced mobility, you’ll be met at your point of arrival at the airport and assisted to the aircraft. Please note, our Assisted Travel team member won’t be with you at all times; there may be some short moments where you’re left unattended.
Once you’ve been taken through Security, you may be asked to wait at our airside assistance desk area with a member of staff until you can board the plane – this area is located just a short distance from the main shopping area.
You can also use the Assistance Lounge, located on the route to gates 40 - 59. This is away from the hustle and bustle of the main departure lounge, restaurants and shops.
Please note that only one family member can accompany an assisted travel passenger onto an assistance minibus, ambulift, or out onto the aircraft.
Arriving
Now that you’ve landed back at London Stansted, our friendly service providers will assist you from the aircraft and into the terminal building – you can also continue independently if you wish. Please note that only one family member can come with you onto the minibus. Other travelling companions will need to make their way with all other passengers to the terminal building.
Immigration and Passport Control
Passport Control is the first port of call once within the terminal. This is clearly signposted and has a dedicated lane which is for passengers requiring assistance.
Baggage Reclaim
After Passport Control, signs will direct you to the Baggage Reclaim area, where you can check the information screens to find the correct carousel for your luggage.
Trolleys are available in the Reclaim Hall – you'll need a £1 coin to use one. Change machines can be found in the Baggage Hall, on the terminal forecourt, and in the Coach Station.
Once you've collected your baggage, our service provider will assist you to your final point of onward travel, such as a car park, taxi rank, bus, or rail station.
Familiarisation videos
In collaboration with our Stansted Access For Everyone (SAFE) Forum, our assisted travel service provider, and airline partners, we’ve created a series of familiarisation videos.
We hope that these will help highlight any areas of the airport where you may need more support, and to lower any anxieties that come with travelling.
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Airport Facilities
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