In Airport Support

Check-in

Upon arrival to the airport, 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 to arrive at the airport 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.

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.

If you require assistance with check-in, please visit our Assisted Travel Reception Area first where a member of the Assisted Travel team will be able to assist with this.

Check-in Information

Zone A for Jet2

Zone D for Emirates

Zones B & C for all other airlines

Security

There are strict regulatory procedures in place that our security team must adhere to for every passenger.

Our security team all receive enhanced training to support customers with disabilities, which are designed to make the process as comfortable as possible, but all security checks must still be completed.

Here are some tips to help you prepare in advance:

• The containers of any liquid, pastes or gels must not exceed 2 litres, there is no limit on the number of containers you take with you, and you may leave these in your hand baggage. Such items include lipstick, mascara, liquid medication, hand gels, perfume / aftershave, deodorant (including ‘stick’ deodorants), toothpaste and hair gel.

• Electronic items no longer need to be removed from your main bag and placed in a screening tray separately.

• You will need to remove your coat or jacket and place this in a screening tray.

• If being screened through the security scanner, you will be required to hold a standing pose for a few seconds. If this is not possible, please advise our security officer of this, who will offer you an alternative search process.

• Wheelchair users must remain in their wheelchair, where a seated search can be conducted.

Advise the on-duty security officer if you have a metal limb or implant. Where possible, travel with a confirmation note from your GP.

• Cooling gel packs and frozen ice packs required to cool liquids required for a medical purpose should have documentary evidence to confirm the need to keep the liquid cool either on the label of the medication or in the form of a letter from a medical practitioner or medical company. This does not apply to over-the-counter medicines. Once we're satisfied that the packs are necessary, they will be screened by X-ray equipment if possible.

• Prescription medicines are allowed in cabin baggage, but you must carry supporting medical documentation for the prescription.

The security officer may also ‘swab’ your hands and shoes with a dry piece of cloth that is then placed in a machine to detect any prohibited substances.

You can request a private search, if necessary, please ask the security officer if you’d prefer to use this facility.

If you have any sore / sensitive areas on your body or fitted medical devices / equipment (for example an insulin pump or ostomy bag), please inform the security officer who will ensure that you are offered the most appropriate search method in accordance with your needs.

Any person selected for an enhanced security check must have the check fully completed. You may not be permitted to travel if you do not complete mandatory security checks as guided by the security team.

For passengers who have checked in with the Assisted Travel team before security that would like to access the Assisted Travel Lane if independently travelling through the airport, please use Zone B Security, where the entrance to this lane can be found on the ground floor, adjacent to Zone B check-in. If you are being assisted through security by the Assisted Travel Team, they will assist you through this process.

Assisted Travel Departure Lounge Reception Areas

Once you're through security there are two Assisted Travel reception areas in the departure lounge which you may be assisted to prior to boarding the aircraft, more information can be found below:

Assisted Travel North Reception Area

This seating area is located between WHSmith and Pret within the main departure lounge. A help point can be located in the seating area. This area is hosted by a member of the Assisted Travel Team between the hours of 0400am - 2300pm.

Assisted Travel South Reception Area

This seating area is located opposite to Gate 2 in the south departure lounge. A help point can be located by the seating area. This area is hosted by a member of the Assisted Travel Team between the hours of 0500am – 1530pm, for any flights after this time, there will be an Assisted Travel presence within the area.

If you are in one of the Assisted Travel Reception Areas and would like to leave the area to have a look around the restaurants and shops, then please let a member of the Assisted Travel team know and they will advise a time for you to return to the area to be assisted to the aircraft.

Alternatively, before being taken to an Assisted Travel Reception Area, if you would like to be taken to an alternative location to wait instead, please do let us know.

Sunflower Room

We have a designated room with open access for passengers which is a quiet space away from the main departure lounge.

The room contains two 3-seater sofas, a bean bag and a small selection of books to use whilst in the room.

The room is located after security, next to Gate 47 - which is a short 3 min walk from the Assisted Travel Reception Area North Departure Lounge. A flight information screen is located just a few metres from the room.

Please be advised that for safety and convenience, public announcements will sound in this room.

Boarding The Aircraft

If you require assistance to the departure gate, a member of the Assisted Travel Team will meet you at an agreed location at an agreed time to assist you.

We will always aim to board Assisted Travel passengers first.

Depending on the departure gate, the airline and the passenger’s assistance needs may mean that boarding will be done using an airbridge, by walking up the aircraft steps or by using an ambulift for passengers who cannot manage steps.

For passengers requiring assistance to their seat, the Assisted Travel team will use an aisle chair to provide assistance to the aircraft seat. To find out more about alternative equipment that is available to use and may better suit your assistance needs, please click here:

Arrivals

Disembarking The Aircraft

Prior to your flight, please ensure that you have booked assistance with your airline so that the Assisted Travel Team is notified about your journey and are ready to assist you.

Upon arrival, the airline cabin crew may ask all Assisted Travel passengers to remain seated while all other passengers disembark, so that the Assisted Travel Team are able to locate you and provide you with the assistance required. As with the departures, disembarkation may take place on an airbridge, using the aircraft steps or on an ambulift.

For passengers who require assistance from the aircraft seat, the Assisted Travel Team will use an aisle chair to provide assistance onto the ambulift or airbridge. To find out more about alternative equipment that is available to use and may better suit your assistance needs, please click here:

Immigration

Passengers travelling from an international destination will be required to pass through Immigration, Assisted Travel passengers can use the Assisted Travel lane through Immigration.

Baggage Reclaim

For Assisted Travel passengers who have hold luggage, please ensure you let the Assisted Travel team know so that they can assist you with this retrieving your luggage.

There is an arrivals Assisted Travel Reception Area located in main baggage reclaim area, which is hosted by a member of the Assisted Travel team between the hours of 1400pm – 0130am.

The Assisted Travel team can assist you through Customs and to your onward travel arrangements.

We have a Changing Places Facility located in the main departure lounge, to find out more information, please click here: Changing places toilet facilities | Birmingham Airport

There are accessible toilets located throughout the terminal building, with all Assisted Travel Reception Areas being within 75 metres of an accessible toilet, please speak to a member of the Assisted Travel Team for more information on their exact location.

We have a range of equipment that is used in Assisted Travel to assist passengers through the airport to/ from their aircraft, ensuring the passenger receives the assistance that they need.

Ambulifts

We have a fleet of ambulifts which cater to all aircraft types, which specifically help Assisted Travel passengers to board/ disembark the aircraft if they are unable to manage steps.

Birmingham Airport have recently invested further in the Assisted Travel service with the introduction of a fleet of brand new purpose-built ambulifts, for more information, please click here: BHX Announce Assisted Travel Investment | Birmingham Airport

Minibuses

We have Assisted Travel wheelchair-accessible minibuses onsite which take passengers from the airport terminal to the aircraft and vice versa.

Electric Mobility Scooters

We are able to offer our passengers the opportunity to use a courtesy electric mobility scooter whilst they are on site at the airport.

The use of our electric mobility scooters must be requested at the Assisted Travel Reception Area. Passengers do not need to book the use of an on-site scooter in advance, however due to limited availability our electric scooters cannot be reserved in advance.

Once requested, our Assisted Travel Concierge will take you through a quick demonstration on how to use the scooter and you will also need to sign a declaration prior to using it.

The scooters can be used as part of your departure journey through the airport, this is right up until the boarding gate. Once you reach your boarding gate, you will not be allowed to use the scooters outside the terminal building.

Wheelchairs

We have over 250 Staxi wheelchairs available at the airport, these chairs are used to transport Assisted Travel passengers with reduced mobility. The majority of the wheelchairs are the "Guest Services" wheelchair by Staxi, which caters for passengers who weigh up to 600lbs. Find out more about the specification of the Guest Services Staxi Chair here. Guest Service Cut Sheet Printable

We do also have a number of “Ranger” wheelchairs by Staxi, which cater for passengers who weigh up to 800lbs, find out more about the specification of the Guest Services Staxi Chair here. Ranger Cut Sheet Printable Please let a member of the Assisted Travel Team know if you would like to use this wheelchair.

We also have a number of wheelchairs with left and right leg extenders on, should you need to keep you leg(s) raised throughout your journey, please speak to a member of the Assisted Travel Team if you require leg extenders.

Aisle Chairs

We use Staxi aisle chairs to assist passengers to/ from their aircraft seat, they have a maximum weight limit of 500lbs. Unfortunately, we will not be able to use this equipment to assist passengers who exceed this weight limit or where we can’t fully secure the harnesses, an alternative boarding method must be arranged.

Hoists

Eagle Hoist

Assisted Travel passengers can use the Eagle Hoist Model 4A for an alternative ‘full carry’ boarding solution.

This model is only compatible with the following aircraft types:

A318, A319, A320, A321

The person requiring use of the Eagle Hoist must be seated in the following seats only: D or E – to the right side of the aisle when seated in the cabin.

You can make a request for the Eagle Hoist by contacting your airline. A minimum of 7 days’ notice is required, and we will respond by e-mail to confirm if the request can be accepted or not.

It is the passenger’s responsibility to ensure suitable seats have been allocated / provided by their airline in advance and that the aircraft type is compatible with the Provision of the Eagle Hoist will be made in order of date requested (first come, first served).

Whilst every effort will be made to honour your request, Birmingham Airport do not guarantee that this specific equipment will be utilised on the date(s) of travel.

It may be necessary for a standard boarding / deboarding method to be given, for example a manual lift using a traditional aisle chair.

ProMove Slings

For Assisted Travel passengers who require assistance to their aircraft seat, instead of the Assisted Travel Team doing a manual carry to transfer a passenger between wheelchairs/ aircraft seat, the passenger can use a ProMove sling. For more information, please click here: ProMove Slings for Airports & Airlines | ProMove UK Ltd

If you would like to use a ProMove sling, please request this with the Assisted Travel Team.

Transfer Board

Additionally, we have a number of transfer boards which support a transfer between wheelchairs/ aircraft seat, if you would like to use a transfer board, please speak to a member of the Assisted Travel Team for more information.