08:21

Special Assistance

Caring for you, every stage of the journey

  • Special Travel Assistance

    Bournemouth Airport has a reputation for being a friendly, easy to use airport. 

    We hope the following information will help you to plan your trip and provide a stress free start to your journey.

    Special Travel Assistance from trained staff can be made available for departing passengers from the point of arrival at the airport and from the inbound aircraft.

    We treat our passengers who require assistance as individuals and will speak to the passengers and carers to ensure we deliver the assistance required, whilst maintaining the dignity of the individual.

    It is vital that the requirement for assistance is discussed with your airline to ensure that the required assistance is available (this differs for individual airlines) prior to arrival at the airport. Any requests for assistance should be made at least 48 hours in advance of travel.

    As part of our commitment to improve our passengers experience we welcome feedback regarding our assistance team and your experience.

    We can also facilitate pre-travel visits November to February for Disability Support Groups including those for hidden disabilities such Autism/Asperger’s/ Dementia etc.

    We work hard to ensure our teams understand the challenges faced by passengers and understand that each individual has the right to dignity and respect and the challenges which may be faced whilst they are travelling through Bournemouth Airport.

    We invite groups and societies into the Airport, and we take these opportunities to work with the Security / Customer Services and PRM teams towards enhancing the passengers experience, and where appropriate host familiarisation visits and ask for their input into how we can improve our services and meet the passengers expectations.

    We welcome all Disability Support Groups to engage with Bournemouth Airport.

    For general enquiries please contact our helpdesk on 07534988571.

  • Hidden Disability Assistance

    Bournemouth Airport is pleased to offer assistance to passengers with Hidden Disabilities in a variety of ways.

    Passengers with Hidden Disabilities are offered the opportunity to participate in the airport’s Sunflower lanyard system which allows our staff to identify passengers with a condition that may need additional services or awareness.

    Passengers should attend the Airport Information Desk to register their requirements for a range of issues which include:

    • Hearing impairment Portable hearing loops are available upon request at the Information desk and in Security.
    • Sight impairment
    • Colostomy and Stoma
    • Autism – Passengers on the Autistic Spectrum may book a familiarisation tour as part of guided a familiarisation tour tailored to the their needs prior to the flight.
    • Dementia – Bournemouth Airport is dementia friendly. We welcome their representatives to visit and deliver training/give information to our staff

    See below feedback from our passengers who have experienced the familiarisation tour:

    ‘The walk through definitely helped, we were assisted straight through check in and security with no hitches. The flight home was a lot better, with my son actually wanting to sit by the window! Special assistance was great at both airports and worth booking for a smooth experience. I am very pleased that we did the familiarisation visit as my son knew what to expect apart from actually getting on the plane’.

    ‘We found the Familiarisation tour very beneficial because although we looked on the Bournemouth Airport website at the Accessibility guide which was very good, it was a much better experience to actually walk through the whole process. This enabled our son to see how everything would be on the day that we are due to go on holiday and has lessened his anxiety. It was also useful to be shown the procedure for when we arrive back at the airport. Being shown through the security checks was very helpful, as this could be a daunting experience especially if it is your first time at an airport and for children on the autistic spectrum’.  We would like to say that you were brilliant and you put our son at ease with your friendly manner. You clearly answered all of our questions and if you were unsure you found out the answers for us which has helped with our concerns as it is our first time flying with him’. Sending the lanyard out with a personalised note to our son was a lovely idea, he really enjoyed the tour and is now less worried about coming to the airport and is excited about his holiday. Once again it was great to meet you and thank you for all of your help. Keep up the good work’

    ‘Our daughter is feeling much better about flying now, less anxious, less questions and has the process settled in her mind even our sons who aren’t on the spectrum are less anxious so thank you again’.

     

  • Booking Assistance

    It is imperative that you discuss any special requirements when you make your travel arrangements or book a holiday. This applies to all booking methods – travel agents, websites or by telephone (Customers using an internet booking service will usually find a relevant telephone number on their websites). These booking details will then be passed to our disability service provider.

    Please click here to view our navigational guides and terminal map for Bournemouth Airport, which will guide you through each step of the airport experience, highlighting areas in which you can wait for PRM assistance and detailing how they will assist you through each stage of the airport journey.

    Bournemouth Airport are building relationships with Autism Unlimited to ensure our team have an insight into how best to assist passengers who live with these conditions.

    For general enquiries please contact the helpdesk on 07534988571.

  • Airport Security

    All our Security Officers are trained in Equality & Diversity to enable them to understand sensitivities regarding disabilities. Our Security staff are obliged to carry out a hand search whenever a passenger activates the Archway Metal Detector, if you are a wheelchair user that’s likely to be the case. Walking aids are provided to assist passengers through the Archway Metal Detector and seating is available close to the AMD, there is also a private search area available within the security screening area. Water is available if required and if you need to take liquid medication in your hand luggage this will be screened using specific equipment.

    For a comprehensive breakdown of the security procedures in place at the airport and how these specifically refer to persons with reduced mobility, please refer to our dedicated Security Procedures page.

  • Mobility Equipment

    Travelling with an 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 mobility aid such as wheelchair or scooter. The airline will also 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 Bournemouth Airport for your departure flight, please proceed to one of the Help points or Information Desk within the Terminal. From this point a member of 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, staff may ask you to transfer to one of our wheelchairs at the gate. By doing this your electric mobility aid can be taken to the aircraft side for loading in a timely manner. Staff will then board you on your flight.

    On arrival back into Bournemouth Airport you will be met by a member of staff who will collect your electric mobility aid from the aircraft hold, and will then assist you through the arrivals process. If there is a problem with your electric mobility aid on arrival at Bournemouth Airport will provide a courtesy wheelchair.

  • Facilities and Services Parking

    Parking for Blue Badge Holders is located in Premium Car Park 1, Car Park 2 and very limited number of spaces in Car Park 3.

    To pre-book your parking simply visit our official website. There is no need to specify that you require Blue Badge parking when booking.  When you arrive, please park in any allocated parking bay for Blue Badge Holders.

    For exact location of the parking spaces please refer to the car parks map.

    If you need to take your blue badge with you when travelling, we will accept a photocopy left in your vehicle.

    An Assistance Point with a telephone and seating area are available.

    If you’re dropping friends, colleagues or loved ones at the airport then we offer dedicated Pick Up and Drop Off spaces for Blue Badge holders in Premium Car Park 1.  You can stay for up to 4 hours for just the current up to 30 minute rate of £5. To validate your ticket, please either take your Blue Badge to the parking desk inside the departure terminal or alternatively contact the desk via the intercom and the rate will be adjusted accordingly.

    On arrival at Bournemouth Airport

    • If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact staff using the help point located in Car Park 1
    • Alternatively, contact staff using the help point located in the main terminal building at Check-In desk 12.

    Wheelchairs

    If you require the use of a wheelchair from the car park, please contact staff using the help point in Car Park 1. Wheelchairs are available for use free of charge, but please note they are subject to availability.

    Boarding the aircraft

    We have a range of equipment to help you board the aircraft quickly and efficiently. Our staff will discuss individual requirements with you and arrange the most appropriate type of help.

    Passenger Assistance

    These new areas are easy to locate and can be found adjacent to Check-In Desk 12, the Departure Lounge and in the International and Domestic Arrivals Halls.

    Toilet facilities

    There are fully equipped disabled toilets located in all areas of the terminal building.

    Assistance dogs

    Assistance dogs are allowed into the terminal building and may travel on aircraft, providing they comply with the Pets Travel Scheme (PETS).

    For advice on flying with your assistance dog contact:

    www.guidedogs.org.uk or www.hearingdogs.org.uk

    Useful contacts

    Bournemouth Airport (main switchboard) – 01202 364000

    Disability service provider – 07534988571

    Useful web links

    www.gov.uk/transport-disabled/planes

    The UK government code of practice for access to air travel for disabled people may be found at: www.dft.gov.uk

  • Compliance Procedures

    European Legislation

    The Regulation No 1107/2006 concerns the rights of disabled persons and persons with reduced mobility when travelling by air.

    From the 26 July 2008 new European legislation (Regulation No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air) comes into force.

    The aim of this legislation is to ensure that consistently high quality disabled assistance is provided at airports throughout the European community.

    The airport will have overall responsibility and management of this new service.

    In order to comply with Article 9 clause 3 of the new legislation we are publishing our table of service standards.

    Performance Standards

    Our Performance

  • Assistance Consultative Group

Special Travel Assistance

Bournemouth Airport has a reputation for being a friendly, easy to use airport. 

We hope the following information will help you to plan your trip and provide a stress free start to your journey.

Special Travel Assistance from trained staff can be made available for departing passengers from the point of arrival at the airport and from the inbound aircraft.

We treat our passengers who require assistance as individuals and will speak to the passengers and carers to ensure we deliver the assistance required, whilst maintaining the dignity of the individual.

It is vital that the requirement for assistance is discussed with your airline to ensure that the required assistance is available (this differs for individual airlines) prior to arrival at the airport. Any requests for assistance should be made at least 48 hours in advance of travel.

As part of our commitment to improve our passengers experience we welcome feedback regarding our assistance team and your experience.

We can also facilitate pre-travel visits November to February for Disability Support Groups including those for hidden disabilities such Autism/Asperger’s/ Dementia etc.

We work hard to ensure our teams understand the challenges faced by passengers and understand that each individual has the right to dignity and respect and the challenges which may be faced whilst they are travelling through Bournemouth Airport.

We invite groups and societies into the Airport, and we take these opportunities to work with the Security / Customer Services and PRM teams towards enhancing the passengers experience, and where appropriate host familiarisation visits and ask for their input into how we can improve our services and meet the passengers expectations.

We welcome all Disability Support Groups to engage with Bournemouth Airport.

For general enquiries please contact our helpdesk on 07534988571.

Hidden Disability Assistance

Bournemouth Airport is pleased to offer assistance to passengers with Hidden Disabilities in a variety of ways.

Passengers with Hidden Disabilities are offered the opportunity to participate in the airport’s Sunflower lanyard system which allows our staff to identify passengers with a condition that may need additional services or awareness.

Passengers should attend the Airport Information Desk to register their requirements for a range of issues which include:

  • Hearing impairment Portable hearing loops are available upon request at the Information desk and in Security.
  • Sight impairment
  • Colostomy and Stoma
  • Autism – Passengers on the Autistic Spectrum may book a familiarisation tour as part of guided a familiarisation tour tailored to the their needs prior to the flight.
  • Dementia – Bournemouth Airport is dementia friendly. We welcome their representatives to visit and deliver training/give information to our staff

See below feedback from our passengers who have experienced the familiarisation tour:

‘The walk through definitely helped, we were assisted straight through check in and security with no hitches. The flight home was a lot better, with my son actually wanting to sit by the window! Special assistance was great at both airports and worth booking for a smooth experience. I am very pleased that we did the familiarisation visit as my son knew what to expect apart from actually getting on the plane’.

‘We found the Familiarisation tour very beneficial because although we looked on the Bournemouth Airport website at the Accessibility guide which was very good, it was a much better experience to actually walk through the whole process. This enabled our son to see how everything would be on the day that we are due to go on holiday and has lessened his anxiety. It was also useful to be shown the procedure for when we arrive back at the airport. Being shown through the security checks was very helpful, as this could be a daunting experience especially if it is your first time at an airport and for children on the autistic spectrum’.  We would like to say that you were brilliant and you put our son at ease with your friendly manner. You clearly answered all of our questions and if you were unsure you found out the answers for us which has helped with our concerns as it is our first time flying with him’. Sending the lanyard out with a personalised note to our son was a lovely idea, he really enjoyed the tour and is now less worried about coming to the airport and is excited about his holiday. Once again it was great to meet you and thank you for all of your help. Keep up the good work’

‘Our daughter is feeling much better about flying now, less anxious, less questions and has the process settled in her mind even our sons who aren’t on the spectrum are less anxious so thank you again’.

 

Booking Assistance

It is imperative that you discuss any special requirements when you make your travel arrangements or book a holiday. This applies to all booking methods – travel agents, websites or by telephone (Customers using an internet booking service will usually find a relevant telephone number on their websites). These booking details will then be passed to our disability service provider.

Please click here to view our navigational guides and terminal map for Bournemouth Airport, which will guide you through each step of the airport experience, highlighting areas in which you can wait for PRM assistance and detailing how they will assist you through each stage of the airport journey.

Bournemouth Airport are building relationships with Autism Unlimited to ensure our team have an insight into how best to assist passengers who live with these conditions.

For general enquiries please contact the helpdesk on 07534988571.

Airport Security

All our Security Officers are trained in Equality & Diversity to enable them to understand sensitivities regarding disabilities. Our Security staff are obliged to carry out a hand search whenever a passenger activates the Archway Metal Detector, if you are a wheelchair user that’s likely to be the case. Walking aids are provided to assist passengers through the Archway Metal Detector and seating is available close to the AMD, there is also a private search area available within the security screening area. Water is available if required and if you need to take liquid medication in your hand luggage this will be screened using specific equipment.

For a comprehensive breakdown of the security procedures in place at the airport and how these specifically refer to persons with reduced mobility, please refer to our dedicated Security Procedures page.

Mobility Equipment

Travelling with an 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 mobility aid such as wheelchair or scooter. The airline will also 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 Bournemouth Airport for your departure flight, please proceed to one of the Help points or Information Desk within the Terminal. From this point a member of 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, staff may ask you to transfer to one of our wheelchairs at the gate. By doing this your electric mobility aid can be taken to the aircraft side for loading in a timely manner. Staff will then board you on your flight.

On arrival back into Bournemouth Airport you will be met by a member of staff who will collect your electric mobility aid from the aircraft hold, and will then assist you through the arrivals process. If there is a problem with your electric mobility aid on arrival at Bournemouth Airport will provide a courtesy wheelchair.

Facilities and Services Parking

Parking for Blue Badge Holders is located in Premium Car Park 1, Car Park 2 and very limited number of spaces in Car Park 3.

To pre-book your parking simply visit our official website. There is no need to specify that you require Blue Badge parking when booking.  When you arrive, please park in any allocated parking bay for Blue Badge Holders.

For exact location of the parking spaces please refer to the car parks map.

If you need to take your blue badge with you when travelling, we will accept a photocopy left in your vehicle.

An Assistance Point with a telephone and seating area are available.

If you’re dropping friends, colleagues or loved ones at the airport then we offer dedicated Pick Up and Drop Off spaces for Blue Badge holders in Premium Car Park 1.  You can stay for up to 4 hours for just the current up to 30 minute rate of £5. To validate your ticket, please either take your Blue Badge to the parking desk inside the departure terminal or alternatively contact the desk via the intercom and the rate will be adjusted accordingly.

On arrival at Bournemouth Airport

  • If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact staff using the help point located in Car Park 1
  • Alternatively, contact staff using the help point located in the main terminal building at Check-In desk 12.

Wheelchairs

If you require the use of a wheelchair from the car park, please contact staff using the help point in Car Park 1. Wheelchairs are available for use free of charge, but please note they are subject to availability.

Boarding the aircraft

We have a range of equipment to help you board the aircraft quickly and efficiently. Our staff will discuss individual requirements with you and arrange the most appropriate type of help.

Passenger Assistance

These new areas are easy to locate and can be found adjacent to Check-In Desk 12, the Departure Lounge and in the International and Domestic Arrivals Halls.

Toilet facilities

There are fully equipped disabled toilets located in all areas of the terminal building.

Assistance dogs

Assistance dogs are allowed into the terminal building and may travel on aircraft, providing they comply with the Pets Travel Scheme (PETS).

For advice on flying with your assistance dog contact:

www.guidedogs.org.uk or www.hearingdogs.org.uk

Useful contacts

Bournemouth Airport (main switchboard) – 01202 364000

Disability service provider – 07534988571

Useful web links

www.gov.uk/transport-disabled/planes

The UK government code of practice for access to air travel for disabled people may be found at: www.dft.gov.uk

Compliance Procedures

European Legislation

The Regulation No 1107/2006 concerns the rights of disabled persons and persons with reduced mobility when travelling by air.

From the 26 July 2008 new European legislation (Regulation No 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air) comes into force.

The aim of this legislation is to ensure that consistently high quality disabled assistance is provided at airports throughout the European community.

The airport will have overall responsibility and management of this new service.

In order to comply with Article 9 clause 3 of the new legislation we are publishing our table of service standards.

Performance Standards

Our Performance