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

Section 9: Disembarkation, transfer arrangements and leaving the airport

Airports outside the UK do not have to provide the same facilities and services as those described in the UK Code, but that does not mean that they will not be accessible. Many countries have their own rules and regulations.

9.1: Leaving the plane

Disabled and less mobile passengers who need assistance will usually be asked to wait until last to get off the plane. This is because it is easier and less stressful to manoeuvre in an empty plane. Once the plane is empty, you should be able to leave the plane immediately and should not be left waiting for assistance.

The airport operators will try to make sure that a wheelchair users own wheelchair is returned to them at the plane side as soon as they leave the plane but this is not always possible.

If it is possible to return a wheelchair at the plane, your personal chair should not go to the baggage reclaim hall unless that is what you have asked for.

Some delays may be unavoidable at busy airports, but the airline should make sure that these delays are kept as short as possible.

9.2: Transfers to other flights

If your journey means travelling on more than one plane, you will need to pre-book assistance before you start your journey.

The airline (or ground handling) staff should be able to take you straight to the next departure gate or take you to meet the staff of the next airline. They should also arrange suitable accessible transport, such as a wheelchair or accessible buggy, if there is a long distance between the planes.

9.3: Baggage retrieval, Immigration and Customs

These areas should be designed so that wheelchairs or airport buggies can move easily through them.

If you will need assistance with getting your bags at the destination airport, you should pre-book this service before you start your journey.

Remember, UK laws, regulations and standards may not apply to the airport at your destination, so you will need to check thoroughly what services and facilities are available.

Staff assisting disabled passengers through the terminal will also be able to assist with collecting and carrying bags.

Immigration and customs staff should have received disability awareness training, so that they can deal effectively and sensitively with disabled passengers.

Visually impaired passengers should ask staff to repack bags in a specific order, so that you know where certain essential items are located.

9.4: Onward travel

You should be able to pre-book assistance between the plane and the next stage of your journey, for example a tour operators coach, car park, bus station or railway station. Make sure that the staff accompanying you informs the next travel operator you are there and will need assistance.

Staff will help to carry luggage to car parks and load the car but they are not allowed to lift people into their cars.

9.5: Return journey

When you book your flights or holiday, make sure that you also check and book facilities and services, not only at the departure airport, but also at your destination and any other stops in-between.

Published: 1 April 2003

• Air travel

Top of page