Airport advice for customers requiring Assisted Travel this Summer

Ahead of the busy holiday season, Bristol Airport is reminding customers of the options available for passengers with reduced mobility or non-visible disabilities. The Airport advises that there are multiple points to request Assisted Travel, with self-assist wheel chairs located throughout the terminal for those that wish to travel independently.

It asks all customers requiring help to pre book the service through their airline. But even once booked, the customer can decide at what point in the terminal they would like to be assisted.

“The common misconception is that customers using our assistance service have to register for help as soon as they arrive at Bristol Airport, when in fact they don’t,” explains Martyn Collings, Performance and Contracts Manager. “Complimentary wheelchairs can be found throughout the terminal building including near the assistance desks in the check in hall and departure lounge.” Bristol Airport currently has 11 gates with lift access, along with specialised vehicles to transport customers to the aircraft. This summer the Airport will be taking delivery of four state-of-the-art electric Ambi lifts, which are used to transport customers onto the aircraft, and two more minibuses. Mr Collings said: “We have a range of facilities and help in place to make the transition through the Airport and onto aircraft as smooth as possible. It’s always good to plan ahead and read the helpful advice on our website, so anyone requiring assistance is aware of what’s available.”

Image - Bristol Airport Concierge

The Airport has shared helpful advice for those looking for special assistance.

Car parking

· If customers are driving themselves, the Airport recommends using the Silver Zone, as there are dedicated bays outside the reception, and as long as their Blue Badge is left in the windscreen, their car will be waiting for them in one of the bays on their return. The shuttle bus has accessible ramps and the bus drivers are trained to help anyone who needs assistance getting on and off the bus.

· Those who are being dropped off in our Drop and Go car park next to the terminal should head to the assistance point (found under the covered walkway and next to the smart trolleys). There is a contact point which can be used to call the desk. Assistance is normally received within 5 – 10 minutes of calling if pre-booked, which is highly recommended. All car parks have assistance signs and either a phone number to call or an intercom to reach the desk in the check in hall.

· For those customers who need assistance from the moment they arrive, they will find assistance signs and touch points throughout the car parks.

Checking-in

· Those customers who would prefer to check themselves in, should make their way to their airline’s check in desk, and if they feel able to proceed through security on their own, they are encouraged to do so.

· Customers with a non-visible disability or unable to stand for long periods of time should visit the assistance desk in the check in hall, where they will be given a card to show at security to ensure the team are aware and can direct them to the shortest routes.

· The lift to the security hall can be found near easyJet and brings customers out next to the central search area, where there is a dedicated lane for those customers that require assistance. The distances from check-in to security and into the departure lounge are relatively short.

Every customer, including children, must pass through the central search area, which involves standing in a pose, for a few seconds, in front of the scanner. If this is not possible, customers can be hand searched by a member of the security team. If privacy is required, they can request a private room, but are reminded to allow extra time for this. All mobility aids must be checked too.

Additional facilities

· Bristol Airport provides dedicated routes, shown by sunflowers on the floor, for those who need to avoid busy environments as well as a sensory room, which can be booked in advance for free.

· Customers are reminded that they can pre-order medicine, baby supplies, toiletries and much more online at Boots – see their website.

Arrivals advice

· Upon arrival back into Bristol Airport, passengers can find wheelchairs in the arrivals corridors. There is lift access to immigration and a dedicated lane where customers requiring assistance will be helped through immigration. This is very close to the baggage claim area.

· The silver zone shuttle bus collects all passengers from outside the terminal. Bristol Airport staff are happy to escort customers all the way to their car should they require it.

More information about Bristol Airport’s Assisted Travel can be found on the website: www.bristolairport.co.uk/at-the-airport/special-assistance