Getting Assistance

At the time of booking your flights with the Airline you will be given the option to pre-book assistance. If you have not pre-booked the assistance at the time of booking then you must contact the airline you are travelling with, with at least 48 hours' notice prior to your departure or arrival flight time.

Please ensure that you inform the airline of any equipment you wish to travel with and what assistance you require from us.

If we are not notified of the assistance you require, we will make all reasonable efforts to provide the assistance in such a way that the person concerned is able to take the flight.

To ensure there is enough time for you to complete all the necessary Airline and Security checks and have a pleasant boarding experience, we strongly recommend all passengers requiring assistance register at the Assisted Travel Landside Help Desk (between Costa and SPAR on the ground floor) no later than 3 hours before your scheduled departure time.

Failure to allow adequate time for airport and assistance processes may result in disruption to your journey.

From the 5th August 2024 the new process for customers is:

• Customers who have booked assisted travel with their airline or tour operator should go to the Assisted Travel desk when on site, or call from a help point, as is the current process.

• Customers arriving on the day who need assistance and will be using the Sunflower Lanyard due to hidden disabilities, are required to check-in at the Assisted Travel desk.

• The Assisted Travel Team will liaise with the customer to ensure their assistance needs are understood and a tag will be issued.

• The lanyard, and the tag, should be visible to airport colleagues so that they can use their enhanced training to make the experience more comfortable or simply ask if there’s anything they can help you with.

• The Sunflower Lanyard does not automatically guarantee passage through the Express Lane, and this is monitored by customer service teams each day.

Please note - we cannot be held liable for missed flights if you have not pre-booked assistance and provided us with less than 3 hours to assist you on the day of your travel.