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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.

  • 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 wheelchire 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.
  • Who provides this service?

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

    An Amey reception desk is situated on the ground floor of the check-in hall under the escalators.

  • Requesting 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 advice 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. 

  • 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 [LINK].
    • 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, require help with provision or movement of a wheelchair or help with baggage.  Please contact a representative from Amey 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 which 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 which 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 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 in the bottom 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 dislayed 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 [insert link].  For specific information on the services and accessibility of buses, trams and taxis, please check the operator’s website:

  • Inside the airport

    Download a map of the terminal

    Arriving and departing the airport:

    To check-in/PRM reception desk from:  
    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 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 hall 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:  
    Check-in/PRM reception desk 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 disabled toilet from:  
    Check-in/PRM reception desk 90m
    Security search area 40m
    Departure gate 110m
    Passport control/international baggage reclaim 30m
    Domestic baggage reclaim hall 55m
  • Mobility Equipment

    Amey provide the following equipment at Edinburgh Airport:

    Wheelchairs

    • Detachable armrest, moulded for extra comfort
    • Detachable swing away foot-rests
    • Adjustable legs
    • Wipe clean fabric
    • Max weight 140kgs

    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

    Ambi-Lift

    Amey operates a number of Ambi-Lift 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 PRM reception desk under the escalators in the check-in hall, 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 Amey 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 to 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, is it the responsibility of the airline to organise a replacement.

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

  • Airport Security

    Please read the following information regarding our security search area:

    • Low-level benches are available on bot 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 [insert link].
  • Assistance Dogs

    • Only assistance dogs are permitted inside the airport terminal.
    • If you wish to travel with an assistance dog, you must notify your airline at the time of booking.  
  • 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 [insert link]
  • Performance Standards

    Edinburgh Airport is committed to delivering its PRM Service Level Agreements, as outlined below:

    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 five minutes for assistance.
    • 90% should wait no longer than 10 minutes.
    • 100% should wait no longer than 15 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 10 minutes.
    • 90% should wait no longer than 15 minutes.
    • 100% should wait no longer than 20 minutes.
    • 100% of departing passengers should reach their aircraft in time to enable timely pre-boarding and departure (dependent on traveller reporting time).

    Arriving passengers

    Pre-booked (48 hours in advance)

    For pre-booked arriving customers, assistance should be available at the gate/aircraft side for 100% of customers on arrival.

    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 10 minutes of aircraft arriving on stand.
    • 90% within 15 minutes.
    • 100% within 25 minutes.
  • 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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