In Airport Support

When booking Assistance please specify from the following options:

• WCHR - Passenger who can walk up and down steps and move about in an aircraft cabin, but who requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal. It is recommended to include in this category passengers who only need little assistance at the airport and no assistance on-board (e.g. elderly passengers and others who do not need a wheelchair but rather a helping hand or assistance with luggage)

• WCHS - Passenger who cannot walk up or down steps, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal and must be assisted up or down steps.

• WCHC - This category covers a wide range of passengers. It includes those who are completely immobile, who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft or, if necessary, in a special seat fitted to their specific needs, the process being inverted at arrival. This category also includes passengers with a disability only affecting the lower limbs who require assistance to embark and disembark and to move inside the aircraft cabin but who are otherwise self-sufficient and can move about independently in their own wheelchair at the airport. Specifying the level of autonomy at the time of booking will avoid the provision of inappropriate assistance.

• BLND - Blind or visually impaired passenger.

• DEAF - Passenger who is deaf or hard of hearing or a passenger who is deaf without speech.

• DPNA - “Disabled Passenger Needing Assistance” is the code for passengers with cognitive, neurological or (hidden) disabilities, as well as mental ailment. This covers for example persons with learning difficulties, dementia, Alzheimer’s’ or Down’s syndrome, as well as persons with (hidden) disabilities resulting from Crohn’s disease, ulcerative colitis, also known as Inflammatory bowel disease (IBD) or people with stoma bags due to Ileostomy, Colostomy or Urostomy - who travel alone and will need assistance.

• SVAN – Service Animal, this category defines as a Dog that's individually trained to do work or perform tasks for the benefit of a qualified individual with a disability.

(If you believe your disability does not fall into a category list above, then please inform the your airline directly)

We have a check-in facility in place for customers who require the use of the Sunflower Lanyard service, to help enhance their journey through the airport. This was introduced as a way for customers, who use Sunflower Lanyards, to discreetly make others aware of their hidden disability.

From Monday 5th August 2024 customers, using a Sunflower Lanyard, will need to first register at the Assisted Travel desk (located between Costa and SPAR in the terminal) before proceeding to security.

Once registered our Assisted Travel Team will discuss the level of assistance that’s required for the journey through the airport. Below details the full process for customers requiring the Sunflower Lanyard service:

• Customers who have booked assisted travel with their airline or tour operator should register at 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.

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

The term ‘hidden disabilities’ covers a broad range of disabilities, conditions or diseases that may appear ‘invisible’, but the person may require extra support or be highly sensitive to the unusual airport environment. The Sunflower is regularly used by people with dementia, autism, ADHD, stomas and diabetes.

When wearing the Sunflower Lanyard you are encouraged to utilise the Assisted Travel Lane through security (Outbound flight) or immigration (Inbound flight). However, if you do not wish to use the Assisted Travel Lane, you do not have to.

At the boarding gate, airlines may invite you to board the aircraft first, however this decision is down to the airline and their ground handling agent.

We understand that an airport can be a very stressful environment with crowded areas, bright lighting, loud noises and strong smells. Due to this we do offer a World Duty Free bypass route just before the entrance to World Duty Free from the security area. You will need a member of staff to access this route. Please inform our Assistance Team at the Landside Reception when you check-in for Assistance if you require the bypass service.

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 100ml, 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.

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.

Once you're through security there are two Assisted Travel waiting areas in the departure lounge, these include:

Assisted Travel PRM North waiting area

Waiting area is located between WHSmith and Pret within the main departure lounge. Help point can be located by the seating area.

Assisted Travel PRM South waiting area

Waiting area is located by Gate 1 on the South departure lounge. Help point can be located by the seating area.

From the Car Parks and Car Hire at the airport to the Assisted Travel Help Desk before security

From the bus stops outside of the terminal and Birmingham International Railway to the Assisted Travel Help Desk before security

From the hotels around the airport to the Assisted Travel Help Desk before security

From the Assisted Travel Help Desk before security to the check-in zones in the main terminal

From the New Security Screening Area (Passenger Search Area) to the Assisted Travel waiting areas within the departure lounge

From the departure lounge Assisted Travel waiting areas to various facilities in the main departure lounge

From the Assisted Travel waiting area in the Main Departure Lounge

From the Assisted Travel waiting area in the South Departure Lounge

If you are travelling inbound or outbound from Birmingham Airport with a recognised service animal, you must inform your airline directly.

For additional guidance please follow the advice: Travelling with an Assistance Animal.

We have a designated room with open access for customers if the Airport environment becomes or is overwhelming.

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 4 min walk from the Assisted Travel Seating 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.

The Sky Zones are free interactive play areas that we have at the Airport. Both zones are open at all times and are aimed at people of all ages. You can find the locations of these play areas below: