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Special assistance

We’re committed to providing all our passengers with excellent customer service and a seamless journey. If you require special assistance when travelling this page should give you more information about what is available at Edinburgh Airport.

Please note that our Special Assistance reception area has moved. It can now be found just outside the Domestic Arrivals doors and is signposted "Special Assistance". See here.


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    Who is this service for?

    The service is available for People with Reduced Mobility (PRM) which is defined as:

    A ‘disabled person’ or ‘person with reduced mobility’ means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and adaptation to his or her particular needs of the service made available to all passengers.

    At Edinburgh Airport, we provide special assistance for passengers in the following circumstances:

    • Those able to walk up and down stairs and move about in an aircraft cabin without assistance, but who require a wheelchair or other mobility aid for moving between the aircraft and the terminal, inside the terminal and between arrival and departure points in the landside terminal.
    • Passengers unable to walk up or down stairs, but can move about in an aircraft cabin and require a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points in the landside terminal.
    • Passengers with a disability of the lower limbs who have sufficient ability to take care of him/herself and can move about in an aircraft cabin with the help of an onboard wheelchair but requires assistance when boarding and disembarking an aircraft.
    • Passengers who are completely immobile and have complete reliance on a wheelchair or any other mobility aid and who require assistance at all times from arrival at the airport to seating in the aircraft, or if necessary, in a special seat fitted to his/her specific needs.  The same applies in reverse.
    • Passengers who are blind or have a visual impairment.
    • Passengers who are deaf, have a severe hearing impairment or who are deaf without speech.
    • Blind and deaf passengers who can only move about with the help of an accompanying person.
    • Passengers with any other form of disability that may require special assistance.
    • Passengers with temporary injuries, such as a broken leg.
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    Who provides this service?

    Omniserv serves as PRM service provider at Edinburgh Airport. Omniserv representatives are on hand to ensure any assistance you require is made available on arrival at the airport or when you land and leave.

    A Special Assistance Reception desk is situated behind WH Smith in Domestic Arrivals, accessed via the terminal forecourt.

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    Requesting Special Assistance

    Please note that our Reserved Seating Area/Mobility Assistance reception area has moved. It can now be found just outside the Domestic Arrivals doors (signposted "Special Assistance").

    At Edinburgh Airport, we are responsible for providing assistance within the airport. Your airline is responsible when you are on board the aircraft.

    In order to book special assistance for your journey, you should:

    1. Advise your travel agent at the time of booking or contact your airline at least 48 hours before your flight to advise them you will require assistance when travelling. Passengers are encouraged to always pre-book assistance with as much notice as possible. However if you have been unable to book assistance we will make all reasonable efforts to assist you.
    2. Please advise your airline at least 48 hours before you travel if you are travelling with an assistance dog or with your own mobility aid such as a wheelchair or scooter.


    * Each airline at Edinburgh Airport may have differing rules and regulations on booking special assistance. Passengers are advised to contact their own airline for further information before they travel.

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    Getting to/from the airport

    Driving to the airport

    Please following the signage to the appropriate zones in our car parks for wide disabled parking bays. For those drivers who are Blue Badge holders we will give 30 minutes of free access to any of our car parks.  Just make your way to the nearest customer service kiosk to have your ticket validated when you arrive.

    Terminal car parks:

    • Prices are displayed clearly at car park entrances and are listed on the parking section of our website.
    • There are designated Blue Badge spaces in all of our car parks.  These are clearly signposted on arrival.
    • Telephone help points are located near blue badge spaces and help will be provided free of charge for passengers who need special assistance.
    • Assistance is available for passengers with a disability, who require help with provision or movement of a wheelchair or help with baggage.  Please contact a representative from Omniserv using one of the telephone help points.
    • Those with a Blue Badge should leave this clearly displayed on the car dashboard.  However, if you wish to park in the designated spaces but take your blue badge on your journey, you will need to show your badge to the car park operator who can be contacted via the help button at the pay stations or by visiting the customer services office.
    • You must pay for car parking tickets at the customer services office or pay stations before returning to your car.  If you require any assistance when paying please press the help button.

    Long Stay car park:

    • There are designated Blue Badge spaces close to the bus stop and the customer service office.  Please follow the signage to these spaces.
    • A help point is located at the car park pay station.
    • All car park transfer buses are fully wheelchair-accessible.
    • If you have not already pre-paid, you must pay for car parking at the customer services office or automatic payment machines before returning to your car.  If you require any assistance when paying please press the help button.
    • Those with a Blue Badge should leave this clearly displayed on the car dashboard. However, if you wish to park in the designated spaces but take your blue badge on your journey, you will need to show your badge to the car park operator who can be contacted via the help button at the pay stations or by visiting the customer services office.
    • For further information on getting from the car park to the terminal building, please contact the airport car park information line on 0844 770 3040 * (UK) or +44 (0)131 348 4203 (from outside the UK).

    Drop-off and pick-up:

    • Drop-off and pick-up zones are located on the ground floor of the multi-storey car park.  Blue Badge holders are given 30 minutes of free access to the pick-up zone.  Please follow signs to the pick-up zone for either drop-off or pick-up.
    • Please have your Blue Badge clearly displayed on your dashboard.
    • Please contact the car park operator at the customer services office in the foyer to validate your ticket.
    • If you have your Blue Badge with you and are being collected at the airport, your driver should contact the customer service office to allow access to a designated bay.  After producing a Blue Badge, the driver will be allowed 30 minutes of free parking.

    NCP Scotpark (off-site):

    • There are 10 disabled parking bays available here.
    • The customer service office is accessible for wheelchair users and two of the airport transfer buses are equipped with access ramps.
    • If you require any further information please call 0845 056 7080.

    Secure Airparks (off-site):

    • Disabled parking bays are located next to the reception and bus stop.
    • Please follow the signage and report to reception (open 24 hours) if you require assistance.
    • Controlled entry and exit barriers are in operation so there is no need to report to reception unless you need to.
    • Telephone numbers to call for assistance can be found in the car park and on the bus shelter.
    • The reception is accessible for wheelchair users and two of the airport transfer buses have lowered suspension and ramps.
    • Assistance can be arranged if you require help with your luggage.
    • If you require any further information please call 0131 333 3377.

    Flying Scot (off-site):

    • There are six disabled parking bays.
    • Transfer buses have steps only but assistance with accessing buses is available on request.
    • On your return journey, your car can be brought to the car park reception for collection.
    • If you require any further information please call 0131 333 3445.

    Public Transport

    A number of public transport options are available to and from Edinburgh Airport.  For specific information on the services and accessibility of buses, trams and taxis, please check the operator’s website:


    *Calls to this number cost 7ppm plus your telephone companies service charge
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    Distances in and around the airport

    Arriving and departing the airport:

    To special assistance reception from:  
    Check-in 35m
    Short-stay car park 150m
    Drop-off/pick-up zone 150m
    Car rental centre 340m
    Coach park (including transfer buses from Long Stay car park) 300m
    Tram stop 180m
       
    To check-in from:  
    Special Assistance Reception 35m
    Short-stay car park 150m
    Drop-off/pick-up zone 150m
    Car rental centre 390m
    Coach park (including transfer buses from Long Stay car park) 360m
    Tram stop 240m
       
    From UK Arrivals hall and International Arrivals 2 to  
    Short-stay car park 200m
    Drop-off/pick-up zone 200m
    Car rental centre 390m
    Coach park (including transfer buses to Long Stay car park) 360m
    Tram stop 240m
       
    From International Arrivals 1 to:  
    Short-stay car park 75m
    Drop-off/pick-up zone 200m
    Car rental centre 470m
    Coach park (including transfer buses to Long-Stay car park) 440m
    Tram stop 320m

    Inside the airport:

    Outward journey:  
    Special Assistance Reception to security search area 105m
    Check-in to security search area 80m
    Security search area to furthest gate (less 120m if using travelators) 590m
    Departure gate to aircraft 135m
       
    Inward journey:  
    Aircraft to arrivals gate 135m
    Arrivals gate to UK baggage reclaim hall/meet and greet area (domestic flights) 550m
    Arrivals gate to Border Control (international flights) 250m
    Border Control to international baggage reclaim hall 100m
    International baggage reclaim hall to international arrivals/meet and greet area 100m
    Total distance from arrivals gate to international arrivals/meet and greet area 450m
       
    To nearest accessible toilet from:  
    Special Assistance Reception 70m (via lift)
    Check-in 35m (via lift)
    Security search area 40m
    Departure gate 110m
    Passport control/international baggage reclaim 30m
    Domestic baggage reclaim hall 55m
       
    *Please note that distances have been rounded to the nearest 5m.
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    Mobility Equipment

    Omniserv provide the following equipment at Edinburgh Airport:

    Staxi Chair & Wheelchairs

    • Detachable or hinged armrests for easy access, moulded for extra comfort
    • Swing away foot-rests (detachable on wheelchairs)
    • Adjustable legs (on wheelchairs only)
    • Wipe clean fabric
    • Max weight 140kgs for wheelchair, 227kg max capacity for Staxi Chair (incl. luggage)

    Aviator Aisle Chairs

    • For use on board the aircraft and designed for safety and passenger comfort.
    • The Aviator Aisle Chair allows the passenger to be easily moved down the aircraft aisle to their seat.

    Aviramp Lite

    The Aviramp Lite is a towed aircraft boarding ramp designed for use by all passengers, including those who have restricted mobility or use a wheelchair.  This piece of equipment eliminates the need for stair climbers and manual lifting.

    Wheelchair accessible minibus

    This vehicle has the following features to aid passengers:

    • Wheelchair access via hydraulic platform
    • Low level fluorescent lights to assist with night operations

    AmbuLift

    Omniserv operates a number of AmbuLift vehicles which offer a comfortable and easy transfer for passengers to and from the aircraft.

    Using your own mobility equipment to the aircraft gate

    Passengers can remain in their own mobility equipment up until boarding the aircraft.  If this is something you wish to do, please see the following advice:

    1. Present yourself to check-in on arrival so that all pieces of the mobility aid are tagged with a luggage label and an Electric Mobility Aid (EMA) “Safe for Carriage” form can be completed.
    2. Make your way to the special assistance reception just outside the domestic arrivals doors, in order for the EMA to be checked for compatibility on the aircraft.
    3. Proceed through security and to the departure lounge, where you will be met at the gate by one of the Omniserv Operatives to help board onto the aircraft.  The EMA will be taken to the baggage hold after you are on board the aircraft.

    On arrival at your destination, the airline crew and handling agent will arrange for your mobility aid to be collected before you are disembarked from the aircraft.

    If your mobility equipment is damaged on arrival, it is the responsibility of Edinburgh Airport to organise a temporary replacement whilst it is being repaired. However claims for cost of the repair should be made to the airline.

    * For details on how to prepare your mobility equipment for carriage, please contact your airline.

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    Airport Security

    Please read the following information regarding our security search area:

    • Low-level benches are available on both sides of the security search area to allow passengers to prepare and to repack their belongings.
    • If you are carrying liquid medication which is over 100ml, please notify the Security Officer at the loading station and present any supporting documentation.
    • Please note that if you remain in your wheelchair when passing through the automatic metal detector, the metal in your wheelchair will activate the archway and a routine body search will be necessary. Private search rooms are available on request.
    • For full details on the security search procedure and regulations, please visit our dedicated security pages.
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    Assistance Dogs

    • Only assistance dogs are permitted inside the airport terminal.
    • It is a requirement that you notify your airline at the time of booking if you wish to travel with an assistance dog. When flying into Edinburgh Airport we also recommend that you contact our animal receiving centre at least 48 hours prior to your flight. Centre staff will guide you fully through the health requirements for your assistance dogs entry to the UK and process your dog on arrival. Please e-mail arc@extrordinair.co.uk or call 0044 131 317 7277. Failure to contact the animal receiving centre to notify them of your arrival may result in delays to your onward journey.
    • A dog spending area for assistance dogs only is located next to the multi-storey car park. A dog waste bin is located within the spending area.
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    Travelling with Additional Needs

    • Edinburgh Airport also offers a tailored service for passengers with autism-spectrum disorders.  For more information on this service, please see here
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    Performance Standards

    Edinburgh Airport is committed to delivering its PRM Service Level Agreements, as outlined below (targets set by European Civil Aviation Conference):

    Departing passengers

    Pre-booked (48 hours in advance)

    For pre-booked departing customers upon arrival at the airport, once they have made themselves known:

    • 80% of customers should wait no longer than 10 minutes for assistance.
    • 90% should wait no longer than 20 minutes.
    • 100% should wait no longer than 30 minutes.

    Not pre-booked (less than 48 hours in advance)

    For non-pre-booked departing passengers, upon arrival at the airport, once they have made themselves known:

    • 80% of customers should wait no longer than 25 minutes.
    • 90% should wait no longer than 35 minutes.
    • 100% should wait no longer than 45 minutes.
    • 100% of departing passengers should reach their aircraft in time to enable timely pre-boarding and departure (dependent on traveller reporting time).

    Connecting passengers

    For pre-booked or non-pre-booked passengers connecting between an arriving and a departing flight, once they have made themselves known:

    • 100% of connecting passengers should reach their aircraft in time to enable timely pre-boarding and departure (subject to flights arriving and departing according to schedule).

    Arriving passengers

    Pre-booked (48 hours in advance)

    For pre-booked arriving customers, assistance should be available at the gate/aircraft for:

    • 80% of customers within five minutes of aircraft arriving on stand.
    • 90% within 10 minutes
    • 100% within 20 minutes

    Not pre-booked – (less than 48 hours in advance)

    For non-pre-booked arriving customers, assistance should be available at the gate/aircraft for:

    • 80% of customers within 25 minutes of aircraft arriving on stand.
    • 90% within 35 minutes.
    • 100% within 45 minutes.

    Performance at Edinburgh Airport for the period October 2015 - March 2016 against these Service Level Agreements can be found by following this link.

    Performance at Edinburgh Airport for the period April 2015 - September 2015 against these Service Level Agreements can be found by following this link.

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    Feedback

    The Civil Aviation Authority, in co-operation with UK airports, collects feedback on the quality of the assistance provided to passengers with reduced mobility.

    We would be grateful if you would take the time to complete a short survey on the assistance provided to you on departure from, and on arrival back at, a UK airport.

    To give your important feedback, please visit: www.surveymonkey.com/s/PRMUK, or follow the instructions on the card that will be given to you by the member of staff who helps you at Edinburgh Airport.

    You will greatly help us to improve on the service we can offer you by completing this survey.

    Thank you.

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    Contact Us

    If you have any questions about our Special Assistance service which have not been answered above, please contact us on the Edinburgh Airport Helpline - 0844 448 8833.

    If you have any feedback on the service, we would love to hear from you, as this will help to ensure we can provide you with the best service possible. Please send your comments via our online feedback form

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