Special Assistance

Birmingham Airport offers a range of special assistance. This service is not just limited to passengers with reduced mobility and covers a variety of assistance needs. This service is operated by OCS Ltd.

Download this information as a leaflet

How to book assistance

Please pre-book special assistance with your airline or tour operator at least 48 hours before departure or arrival at Birmingham Airport.

You should also tell your airline if you intend to take your own electric mobility aid.

image-specialassistance

OCS Contact Details

The OCS reception desk is located opposite Spar in the terminal building.

Telephone : 0121 767 7878

 

Help Points

When you arrive at the Airport you can be assisted from one of the following Help Points. Any calls made from these points are directed to the OCS reception desk.

 Area

Location

Car Park 5 - Accessible bus service to terminal available

 

Car Park 1 

Next to the disabled parking bays

 Car Park 2

Next to the disabled parking bays 

 Premium Set Down Car Park

Next to the disabled parking bays

Birmingham rail interchange 

Next to the Air-Rail link 

Outside the terminal 

Opposite the local area bus stops

Outside the terminal 

Opposite the car park courtesy bus stops

Courtesy Electric Mobility Scooter

We are pleased to offer our special assistance passengers the opportunity to use a courtesy electric mobility scooter whilst they are on the Airport site.

Courtesy electric mobility scooters can be booked when passengers arrive at the Airport and check-in with OCS our special assistance provider at their Helpdesk which is located on the ground floor of the Terminal opposite Spar.  Passengers do not need to book scooters in advance.  On occasions there may be a short wait for a scooter to become available, but OCS will always try to ensure that scooters are available as quickly as possible.

OCS staff will take you through a quick demonstration on how to use the scooter and you will be asked to sign to say that you have been given this information. 

You can use the scooter on your departure journey through the Airport right up until your gate.  A member of OCS staff will collect the scooter at a pre-arranged time from you at the gate prior to boarding your flight.

Autism Assistance

We understand that Airports can be very stressful environments and this is especially the case for passengers with autism.

To assist these passengers we have worked very closely with Autism West Midlands and OCS our Special Assistance Provider to produce a video which details each step of the journey to enable the viewer to experience the sights and sounds of the Airport before they travel.

Two booklets have been produced that can be downloaded from our website - the first booklet is for children with Autism and shows the journey through the Airport in pictures and words, there are boxes to tick throughout the journey and a few fun facts along the way!  The second booklet contains top tips for adults with Autism and also for parents and carers of children with Autism.

Download parent and carers' booklet

Download childrens' booklet 

This video is broken down into separate sections below:

Introduction

Departures

Checking In

Security

World Duty Free

Departure Lounges

Boarding and Taking Off

Arriving into Birmingham Airport

Autism West Midlands offer a guide on their website ‘A guide to travelling by plane’ which you may find helpful if you are an adult with Autism looking for advice and guidance on travelling through the airport:-

www.autismwestmidlands.org.uk/helpadvice/downloads

How to Book Assistance for Passengers with Autism

Any passengers with autism should book assistance through their airline or tour operator at least 48 hours before departure or arrival at Birmingham Airport.

When booking assistance through your airline or tour operator, please book DPNA assistance, if there is an option to give further information regarding the assistance you require please type the word Autism. This will then enable OCS to give the appropriate level of help.

Travelling with a Hidden Disability 

Do you have a hidden disability but want to be independent through the Airport?

If you or someone you are travelling with have a hidden disability and feel you may need additional support as you travel independently through the Airport.  OCS our Special Assistance Provider will be happy to provide you with a lanyard which will discreetly identify you to Airport staff as requiring additional support.

These lanyards can be collected from the OCS Helpdesk on the ground floor of the Terminal Building opposite Spar.

For the deaf

There are staff who can use sign language and can be contacted from the OCS reception desk. Induction Loop System - these and mini-loop systems are installed in various locations around the terminal.

Security

All our Security Officers are trained to enable them to understand sensitivities regarding disabilities. A private search area is available. Walking aids are provided to assist passengers through the Archway Metal Detector (AMD). Seating is available close to the AMD in the search area. Water is available if required.

If you need to take liquid medication in your hand luggage, this will be screened using specific equipment.

 

Travelling with your own electric mobility aid

At the time of booking your flight or up to 48 hours in advance of travelling, please contact your airline directly or via your travel agent to pre-book assistance. 

You should also tell your airline if you intend to take your own electric mobility aid. The airline will require the make and model of your mobility equipment along with the weight and dimensions. This information is required to make your electric mobility aid safe for travel.

When you arrive at Birmingham Airport for your departure flight, please proceed to the OCS reception desk located on the ground floor. From this point, OCS staff will assess your needs and will ensure that your electric mobility aid is safe for travel.

You can remain in your electric mobility aid right up to the aircraft door. However, OCS may ask you to transfer to one of their wheelchairs at the gate. By doing this your electric mobility aid can be taken to the aircraft for loading in a timely manner. OCS will then board you on your flight.

On arrival at Birmingham Airport you will be met by a member of OCS staff who will collect your electric mobility aid from the aircraft hold. OCS will then assist you through the arrivals process.

If there is a problem with your electric mobility aid on arrival at Birmingham Airport, OCS will provide a courtesy wheelchair.

 

Car Parking for Disabled Passengers

Blue Badge holders are entitled to up to 60 minutes free parking within the Premium Set Down car park upon production of their Blue Badge and car parking ticket at the NCP Customer Service Desk which is located in the Meet & Greet cabin. Normal charges apply if the 60 minutes is exceeded.

Disabled parking is also available in Car Parks 1, 2, 5 and the Drop and Go Car Park. Please note that car parking is charged at the normal rates for these car parks.

The Blue Badge scheme does not operate within the Airport site

Car Parking for Disabled Passengers off-site

If you are parking in an off-site car park please check with the car park provider for accessibility.

Click here for AirParks accessibility

 

Public transport

If you are travelling to the Airport on public transport please check with the provider

Mega Bus 

National Express

Virgin Trains

London Midland  

Network West Midlands

 

Assistance Dogs

Birmingham Airport accept registered assistance dogs if travelling on approved airlines and routes. Please contact the OCS help desk if assistance is required.

Find out more about approved routes 

No dogs are allowed in the terminal building unless assistance dogs or travel dogs.

 

Toilet Facilities

Toilets can be found throughout the terminal building and all have disabled facilities.

Changing Places Toilet

We have a dedicated Changing Places Toilet which is located within the Departure Lounge (behind WH Smith Bookshop). If you require access to this room then this must be arranged through OCS at your initial booking.

 

Consulting with local disability groups

As part of our commitment to consult with local disability groups we hold a variety of events throughout the year. Please read more about this in our newsletter.

 

Feedback

We welcome customer feedback so please follow the link below to give us your comments on the service you have received.

Contact us

You can also contact the Civil Aviation Authority by clicking here

 

CAA Survey

If you would like to give feedback on the service received, please complete a CAA survey

www.surveymoney.com/s/PRMUK

 

Quality Standards

Find out more

Previous Seasons Monitoring Reports 

October 2014 - March 2015 Quality Monitoring Report

April 2015 - September 2015 Quality Monitoring Report

October 2015 - March 2016 Quality Monitoring Report

April 2016 - September 2016 Quality Monitoring Report 

 

Useful Links

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