Access to air travel: guidance for disabled and less mobile passengers

Section 6 Access to and facilities within the terminal building

6.1: General

The services and facilities within airports are covered by the Disability Discrimination Act 1995. Part III of this Act gives disabled people a 'right of access' to goods, facilities, services and premises. It is unlawful to treat disabled people less favourably than other people for a reason related to their disability. Service providers should have also taken reasonable steps to make it easier for disabled people to use services, provide auxiliary aids or provide the service by a reasonable alternative method.

From October 2004, airports - like other service providers - may have to alter the physical features of existing premises if the service is impossible or unreasonably difficult for a disabled person to use. They will have to make "reasonable adjustments" so that disabled people can use the building and its services. When new premises are constructed access and facilities for disabled people should be included as a matter of course.

Advice and guidance on how to improve access for disabled people to premises is given in "Inclusive Mobility - A guide to best practice on access to pedestrian and transport infrastructure". The Code expects this guidance, and other relevant standards, to be followed in any new development or refurbishment to existing premises. It will also help airport operators comply with the law.

For more information on your rights under the DDA contact the Disability Rights Commission helpline on 08457 622 633.

6.2: The terminal building

Airports are split into 2 separate areas;

• Landside: this is the general area where you will find the check-in desk, shops, restaurants and bars. These areas are open to anyone whether you have a ticket or not.
• Airside: This is the secure area where you wait to board the plane. You can only get to this area if you have a ticket, as you need to go through strict security checks.

The standard of services and facilities should be the same on both sides, with all public areas and services being accessible to disabled passengers. If, for any reason, you are unable to use a service or facility, the airport operator or airline should make other arrangements so that you are able to take full advantage of what the airport has to offer.

6.3: Landside

When you first enter the terminal building, you should be able to see clearly how to get to the check-in or information desk.

All signs within the airport should be clear and unambiguous. Some signs, such as those on toilet doors, should be embossed (raised) or in Braille. Pictures or pictograms should also be used as often as possible.

Staff at the information desk will be able to tell you where to find accessible facilities such as text-phones, low-level telephones, and accessible toilets. These facilities should be well signed and easy to find.

All areas and services in the terminal building, that are open to the public, should be accessible to disabled people. For example, toilets, showers, restaurants and shops, business centres, executive lounges, leisure facilities, viewing galleries and places for prayer.

All equipment for passengers to use should also be fully accessible. For example, all public telephones should have amplification, inductive couplers and facilities for blind and partially sighted people. In a group of public telephones, there should be a text-phone and at least one should be at a height that is accessible to a wheelchair user. These facilities should be clearly signed.

If, for any reason, any of these facilities are not fully accessible yet, the staff should make a reasonable adjustment to make sure that you are able to use it. For example, if the check-in desk is not easily accessible for a wheelchair user, the staff could provide a clipboard so that you can sign any forms.

All staff who deal with passengers at the airport should have had disability awareness training. Some staff, such as those who work at the check-in or information desks or those who provide assistance to disabled people should, have had more specialist and detailed training.

6.3.1: Information

Airport operators and airlines will have considered how passengers with visual or hearing impairments or learning disabilities can access information about flight times and locations.

At busy airports there is so much information that it would be impossible to give it all by announcements. It would also make the airport very loud and confusing.

Information screens should be placed where they can be seen clearly and read easily. There will also be alternative arrangements for people who can not use these screens.

There should be an easy to find information desk where staff will be able to give you the information that you need. Once you let the staff know where you are and what information you need, they should make sure that you are kept up-to-date and informed with information about your flight.

Wherever the 'ear' symbol and a letter 'T' is displayed, there is an induction loop which amplifies sound for people with a 'T' switch on their hearing aids. The public address system and most telephones also have this facility. The 'ear' symbol alone shows that the staff are trained to communicate with deaf and hearing impaired passengers.

6.3.2: Accessible toilets

These are usually unisex toilets, to allow carers or partners to assist if necessary. All these toilets will have an emergency alarm cord or button so that you can call for help from a staffed point in an emergency.

6.3.3: Check-in facilities

When you check-in, it is important that you confirm any pre-booked assistance. If you have not pre-booked assistance, check-in staff will try to help you as much as they can, but they might not be able to arrange all the services and facilities you need at short notice.

You should always pre-book any services or facilities that you need before you arrive at the airport. You can find more information about pre-booking services in section 4.

Check-in staff will be able to give you advice about things like walking distances and the most accessible plane seats. They will also be able to tell you where to find a relief area for your assistance dog if one is available.

Make sure that you get a baggage tag for any equipment, such as a wheelchair, that has to go in the hold. If you wheelchair needs to be specially packed, you may need to transfer into an airport wheelchair at check-in. You can find more information about travelling with a wheelchair in section 6.4.8.

If you have requested any services, such as an airport wheelchair or buggy or if you need assistance to reach the boarding gate, someone will meet you at check-in.

After check-in, staff from the airline you are travelling with, or their representatives, will provide the assistance you have requested.

6.3.4: Self-service equipment

Many airports now have self-service check-in facilities and ticket machines. There should also be a fully accessible help-point nearby, in case you have any problems.

If you are unable to use these machines for any reason, there will also be a staffed check-in desk, where staff will be able to assist you.

There should be a clear sign on the machine to tell you where you can find the help point or staffed check-in desk.

6.3.5: Reserved seating areas

You might find it helpful to reach the departure lounge well before the flight is due to leave. It is not always possible for airline staff to stay with you until it is time to go through the ticket and security checks. Staff will usually leave passengers in an area that is close to a staffed desk or fully accessible help-point as well as accessible toilets and telephones.

You should be able to get flight information whilst waiting in these areas. Information screens should be clearly visible from where you are seated and staff will check back regularly, particularly for visually impaired passengers.

If you want to move around the lounge - to have something to eat or to visit the shops - you should arrange a time and place to meet up with the airline staff, so that you have plenty of time to go through the security checks and get to the departure gate.

6.3.6: Assistance dogs

Airports should have a dog relief area or 'dog toilet', however they might not be available at all airports straight away. The Code gives airports operators clear guidance on the facilities that should be provided, however it may take some time for these to be available at all airports.

These areas will be well signed and should be easy to get to, along flat well lit paths. Airport staff will assist you if you ask them. The area will be secure with a high fence and a simple to operate catch. There should also be should be a covered waste bin and a supply of plastic bags next to the gate.

If the airport does not have a dog toilet areas especially for assistance dogs, you may be able to use the same area as the airport security dogs or the Customs and Excise 'sniffer' dogs. It is important that you let the airport and airline know that you will be travelling with an assistance dog so that alternative arrangements can be made if necessary.

You can find more information about travelling by air with an assistance dog in section 4.4.8 and section 8.7.

6.4: Airside facilities

Before going through the security checks to the "airside" of the terminal, you will have to say good bye to anyone who has come to see you off but is not flying with you. Once through the security checks you are not allowed to go back the way you have come. However, you will usually find toilets, shops, restaurants, business centres, executive lounges, places for prayer and viewing areas after you have gone through security. Everything should be accessible to disabled people.

6.4.1: Security

Security is important to everyone - checks are made on all passengers and baggage. Neither disabled people nor their mobility equipment (e.g. wheelchairs) can be exempt from security searches.

All the facilities should be accessible to disabled people, the aisles and security archways or metal detectors are wide enough to allow wheelchairs to pass through, and staff will lift bags on to the x-ray machines if necessary.

Security staff are trained to conduct searches of disabled and less mobile passengers with sensitivity and care. If you would find a public search embarrassing, you can ask to go into a private search area. Staff should repack bags in a specific order for visually impaired passengers, so that you know where certain essential items are located.

6.4.2: Toilets

If you are being accompanied or assisted to the plane by a member of staff, make sure that they allow time for you to visit the toilet before going to the departure gate.

Space on planes is very limited and toilets are often small and more difficult to use. Most people find it easier and more pleasant to use the toilets at the airport. This is especially important for disabled passengers, as there might not be an accessible toilet on the plane. On larger planes, there may be accessible toilet you can reach using the on-board wheelchair. You should check the length of the flight and availability of accessible toilets before you fly.

Flying High from the Disabled Living Foundation gives practical hints about personal toilet arrangements on long flights. You can find more information about on-board toilets in section 8.8.

6.4.3: Customs and VAT reclaim

Like all other areas in the airport, this should be fully accessible to disabled passengers. The desks should be accessible to wheelchair users and be suitable for people who are deaf or hearing impaired or have a learning disability.

Staff should have been trained in disability awareness.

6.4.4: Shopping, catering, and other public facilities

As for landside, all areas and services that are available to the public should be accessible to disabled passengers. All staff should have received disability awareness training.

6.4.5: Gate facilities

Staff at the boarding gate should be expecting you if you have pre-booked any assistance. Check-in staff will have contacted colleagues at the boarding gate with information about any passengers with visual or hearing impairment or a learning disability, so that they can keep you up to date on flight information or safety announcements.

If you have a difficulty with steps or stairs, the staff may suggest an alternative route to the plane or summon appropriate assistance.

Sometimes you might need to travel to the plane by bus or in an airport buggy if the plane is a long way from the building.

Low floor wheelchair accessible buses are usually used as they are also good for people with heavy bags or suitcases and people with small children.

6.4.6: Boarding

Disabled passengers who need assistance are usually asked to board the plane first. This is because it is easier and less stressful to manoeuvre in an empty plane. It also means that you have more time to get comfortably settled before the rest of the passengers board the plane.

If you need to be lifted in a certain way, to avoid pain or injury, make sure that you tell the handling staff clearly. If you are travelling with a companion or specially trained assistant tell the airline if you would prefer to be lifted by that person.

6.4.7: Wheelchairs

As a general rule wheelchair users should be able to stay in their own wheelchair until they reach the side of the plane, but will then need to transfer into an on-board chair to get on to the plane.

If the plane is joined to the terminal building by an 'air-bridge' or tunnel, you should be able to stay in your own wheelchair right to the door of the plane, as there will be level entry into the passenger cabin.

If the plane is parked away from the terminal, passengers will have to use a flight of stairs to board. If you are a wheelchair user, you will have to transfer into a boarding chair or on-board wheelchair at the departure gate, or on the ground outside the plane, or in the vehicle that you travelled to the plane in.

However, it is important to remember that the point at which you will have to transfer, may vary between airports and will depend on what facilities and equipment are available for the staff to take the wheelchair back down to ground level to be loaded into the hold. If a lift or the necessary equipment are not available at the side of the plane, you will have to transfer into an onboard chair at the departure gate.

Passengers often ask why their personal wheelchairs cannot be used in the plane cabin, as they are in buses and taxis. This is because it is not possible for wheelchairs to be fixed securely enough to meet the very demanding air safety regulations, particularly in the event of an emergency.

All wheelchairs will need to be stored in the hold. However, other small mobility aids such as crutches, sticks or canes should be stored in the passenger cabin. Personal wheelchairs should be carried free of charge, and should be the last items to be loaded in the hold and the first to be unloaded. They should then be unpacked and returned to their owner as soon as possible.

If your wheelchair has to be specially packed, you may need to transfer into an airport chair at check-in. This often applies to powered wheelchairs or scooters.

Wheelchairs are often wrapped in a heavy-duty polythene cover to protect them and make sure that foot-plates or other parts don't come off and get lost.

Some airlines will expect you to provide your own protective cover for your wheelchair, so you need to check with the airline before you arrive at the airport.

There are strict safety regulations about what can be carried on a plane. If you use a powered wheelchair or scooter you will need to check if the airline will carry it.

Most airlines will usually only carry those with dry-cell batteries. It is unlikely that you will be able to take a chair or scooter that has wet-cell or spillable batteries due to safety regulations. You may be able to hire a powered wheelchair or scooter at your destination. You should also check the voltage of the country you are visiting. If it is different from that used in the UK you will need to take or hire a transformer to recharge your electric wheelchair. You can get more information about travelling abroad with a wheelchair from Tripscope. They will also be able to give you a list of hire companies abroad.

A wheelchair is vital to a wheelchair user and your trip could be ruined if it is lost or damaged during the flight, so staff packing and loading wheelchairs should be specially trained.

It can be helpful to put a note on your wheelchair explaining how it works and which bits can be moved or taken off, to make it easier to move or pack. This is especially important for electric wheelchairs or scooters, as they are not designed to be pushed and can be easily damaged.

Even if you follow all this advice and the staff are careful with your wheelchair, accidents can still happen. Make sure your wheelchair is properly insured. You can find more information about insurance in section 4.4.9.

Published: 1 April 2003

• Air travel

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