The ability to travel or go on holiday is often taken for granted. For disabled people, there may be many more considerations to take into account when travelling. It can often be more difficult to book or plan, more expensive, and sometimes there can be less choice available. The organisations below include specialist disability holiday operators and disabled access and policy information for national mainstream travel companies and airports.
Disability Rights UK – Holidays, A Guide for Disabled People
Plexal, 14 East Bay Lane, Here East,
Queen Elizabeth Olympic Park, Stratford,
London, E20 3BS
Tel: 0330 995 0400
Email: enquiries@disabilityrightsuk.org
Web: www.disabilityrightsuk.org
Disability Rights UK produce an annual, comprehensive guide to accessible trips away and days out in the British Isles.
The guide includes tips on preparing for a trip, getting around and finding local resources, as well as providing information on advice services, voluntary and commercial organisations, and transport, listed by area, town city or county.
To order a copy of the guide please contact Disability Rights UK on the telephone number above or visit their website.
National Express Ltd (Nationwide Coach Operator)
Head Office: Mill Lane, Digbeth,
Birmingham, West Midlands, B5 6DD
Tel: 08717 81 81 81
Email: addl@nationalexpress.com
National Express have an Assisted Travel Team for travel assistance which can help disabled customers plan their journey. The assisted travel team can also help arrange seat reservations and discuss ticketing options. Seat belt extenders can also be requested.
Customers who are wheelchair users are advised to book travel in advance, although this is not essential. This will allow time for the following checks:
- that the wheelchair is compatible with the space on the coach
- that the combined weight of the customer and the wheelchair do not exceed the maximum weight capacity of being lifted by the wheelchair lift
- that the locations at which the customer plans to board and alight the coach from are accessible stops at which the wheelchair lift can be deployed
- that the specific coach on which the customer plans to travel is not already fully booked
Contact on: 03717 81 81 81 (lines open 8am – 6pm 7 days a week) 36 hours in advance of travel. If you same-day travel is booked they will make all reasonable efforts to carry out these checks on the day. If these are clear, you will be able to complete the booking.
A number of coach stations feature Accessible which lists accessibility features that are available.
Stops where the lift can be deployed are also listed on the website. The Sunflower Lanyard Scheme is also supported.
National Express also offers a Disabled Coach Card which gives a third off all coach travel to anywhere on their network, at any time.
For more information on accessible coaches, journey planning, advice on the carriage of manual and powered wheelchairs and scooters, and other assistance services that are available, please contact the National Express Assisted Travel Team between 8am and 8pm, 7 days a week.
Rail Enquiries
National Rail Enquiries: 03457 484950
Disabled Persons Railcards: 03456 050525
Text phone: 03456 010132
Senior Railcards: 03453 000250
Web: https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/
Railcard Web: www.railcard.co.uk
Email: RailcardHelp@nationalrail.co.uk
London Northwestern Travel Assistance
Tel: 0800 024 8997
Textphone: 18001 0800 024 8997
Passenger Assist allows you to request an assistance booking in advance. Any train company can organise assistance for your entire journey, even if you are travelling on multiple services.
Passenger Assist includes:
- offering a helping hand to navigate the station
- help getting on or off the train
- meeting you from your train and taking you to your next train or the exit
- arranging a ramp on or off your train
- assistance relating to a non-visible impairment
- carrying your bag(s) – up to 3 items of luggage as per the National Rail Conditions of Travel (PDF, 1.1MB)
- getting an Assistance Dog Under Seat card
There are many ways to request assistance:
- App – Passenger Assistance by Transreport
https://www.nationalrail.co.uk/help-and-assistance/passenger-assistance-app
- Text – 60083 (Mon – Fri 9am – 5pm)
- Textphone/minicom 0345 50 600
If you are a disabled, older or less mobile, and therefore require assistance with your luggage, you can request this in advance of your journey through Passenger Assist or on the day at the station.
Different train companies have different luggage policies on what staff can assist with. Please check the luggage allowance for the train company you are travelling with on their website before you travel.
There are directs links to all the rail companies assistance schemes here:
https://www.nationalrail.co.uk/help-and-assistance/passenger-assist
It is always best to book assistance as far ahead as possible, but train companies now accept assistance booking requests up to 2 hours before your journey is scheduled to start, any time of the day.
If you require assistance without having made a booking, make yourself known to a member of staff or use a Help Point when you arrive at the station. You must hold a valid ticket before travelling on the National Rail network. However, if you cannot buy a ticket before travel due to an impairment, you will not have to pay more (either on the train or at your destination) than you would have paid prior to getting on the train, including any applicable discount. The advice is to buy your ticket before you request assistance.
There are nationally recognised railcards for elderly and disabled customers.
Senior Railcard: can be bought at most staffed stations or online, and currently offers 1/3 off most standard and 1st class fares across Britain.
Disabled Persons Railcard: can be applied for at most staffed stations or online, and currently offers 1/3 off most standard and 1st class fares across Britain for the disabled person and a companion.
The British Red Cross
Tel: 0300 456 1914
Web: https://www.redcross.org.uk/get-help/hire-a-wheelchair/ask-us-to-contact-you
The British Red Cross provides direct-to-customer wheelchair hire services across the UK – either self-propelled or transit wheelchairs. Only suitable for age 5 and over. Minimum hire period is one week with variable delivery and collection options. There are free wheelchair accessories and flexible hire periods.
To hire either complete the on-line form or telephone if you have any issues using the form.
Passport Photos for Wheelchair Users
Snappy Snaps, Unit 103-105 Midsummer Arcade,
Central Milton Keynes, MK9 3DX
Tel: 01908 231332
Web: https://www.snappysnaps.co.uk/miltonkeynes/
Email: miltonkeynes@snappysnaps.co.uk
Snappy Snaps offer photographs for passports without the need to access a booth. There is an on-line customer contact form.
Times:
Monday-Wednesday 9.00am-6.00pm
Thursday-Friday 9.00am-7.00pm
Saturday 9.00am-6.00pm
Sunday 11.00am-5.00pm
Access: Wheelchair accessible
London Luton Airport
Navigation House, Airport Way, Luton,
Bedfordshire, LU2 9LY
Tel: 01582 405100
Email: specialassistance@ltn.aero
Typetalk Text: 18001
Email: specialassistance@ltn.aero
Access: The airport is wheelchair accessible, and access to the terminal building is via revolving doors. Doors 2 and 5 are designated as accessible, ideal for wheelchair customers and those with assistance dogs.
Use Express Drop Off Zone or Terminal Car Park 1 for dropping off or picking up passengers with reduced mobility needs.
The Express Drop Off Zone is the closest option for those with mobility needs. Located right outside the terminal building, the Express Drop Off Zone costs £5 for five minutes and £1 per minute thereafter (max stay 20 minutes). All passengers can drop off in this area, however, Blue badge holders and those with booked assistance are able to pick up passengers here too without worry.
Alternatively, the next closest option for blue badge holders and those with booked assistance is Terminal Car Park 1, where you can benefit from reduced rates including 30 minutes FREE parking or reduced rates for longer stays up to 24 hours.
Please note there is no dedicated transport service to or from the Mid Stay Car Park for those requiring assistance.
There are accessible toilets throughout the airport, and with an adult changing facility in the departure lounge, after security. It is located in the quiet room next to gate 17. This includes a toilet, shower facility and a height adjustable changing bench and a hoist. There is also a quiet room located at next to gate 17.
There are 130 hearing loops all around the airport site – within check-in, security search, departure gates and border control.
Please also pre-book special assistance with specific airline, tour operator or travel agent at least 48 hours before travel. More details: https://www.london-luton.co.uk/special-assistance-landing/getting-the-special-assistance-you-need
If travelling with an Assistance animal, there is an animal relief area located at the front of the terminal building (near bus stop T) should you wish to relieve your animal before catching your flight. Just look out for the flight. Just look out for this sign:
Heathrow Airport
The Compass Centre, Nelson Road,
Hounslow, Middlesex, TW6 2GW
Tel: 0844 335 1801
Web: https://www.heathrow.com/at-the-airport/assistance-and-accessibility
Textphone: 0844 571 7410
Access: The terminal building is fitted with ramps and lifts.
Assistance: Access help points are located near all disabled parking and assistance is free to disabled customers. Wheelchair push/provision, help with baggage will be provided. For assistance within the airport buildings, it is recommended to arrive at the airport no later than 2 hours before departure time, and access the Special Assistance areas, which are located within all terminals, baggage halls and check in desks.
Parking: Blue Badge parking is available in all short stay car parks, located close to terminal access routes. In the business and long stay car parks, there is also Blue Badge parking available, but it is advised to contact the appropriate car park in advance to make suitable arrangements for transfer to the terminals.
Policy: It is advised that disabled customers should inform their airline in advance so that suitable arrangements can be made for assistance during the flight.
See the website for more detailed information on departing, arriving and connecting. There are also links to individual airlines – https://www.heathrow.com/airline-contact-info.
London Stansted Airport
Enterprise House, Bassingbourn Road,
Stansted, Essex, CM24 1QW
Tel: 0808 169 7031
Web: www.stanstedairport.com
Access: The terminal is situated entirely on one level. Lifts are fitted with tactile buttons and have voice announcements. Many areas of the terminal are fitted with induction loops. Ramps, lifts, and escalators are available throughout the airport. The terminal has ramps and accessible toilet facilities, as well as an induction loop in the international departures lounge.
Assistance: When arriving at the airport you can request help getting to check-in at any of the help phones located beside the main terminal doors. There are also Help Call Points along the outer set-down lanes of the terminal forecourt and in each zone of the short stay car park.
If travelling with a family member or companion, and they are happy to assist you, there may be wheelchairs available for you to use in the terminal by the special assistance desk. If you have a disability or mobility difficulty and need assistance at the airport, you must inform your airline of your particular needs at least 48 hours before you fly. If, however, no notice is given, best endeavours will be made to assist you.
Parking: Disabled parking bays are available in short stay, mid stay, and long stay car parks. The Blue Badge scheme does not operate within the airport, and normal parking rates will apply. Parking can be pre-booked.
Policy: It is recommended that you advise your travel agent of the nature of your disability when booking. All staff are trained in disability awareness.
See website (https://www.stanstedairport.com/flight-information/flight-operators/) for details on assistance available from individual airlines.
Gatwick Airport
Gatwick, RH6 0NP
Tel: 0344 892 0322 General information
0330 333 9268 Parking
Web: https://www.gatwickairport.com/passenger-guides/special-assistance.html
If you need assistance at the airport or on the aircraft for any kind of disability, you can book this via your airline or travel agent. You may wish to consider booking assistance if you have a condition which means you:
- Need to bring a mobility aid, medical equipment, or assistance dog with you
- Need help with boarding the plane
- Cannot stand for a long time or walk long distances
- Need assistance finding your way around the airport
- Need assistance checking in, with security, or baggage
If you have a variable condition or a disability where you are not sure if you will need assistance on the day, it is advised to book assistance for your worst day.
It is recommended that you book assistance at least 48 hours in advance of travelling. If you request assistance late or on the day of travel, you may experience delays receiving assistance in the airport.
In some cases, your airline will need you to book assistance so that you can be assisted on the aircraft and arrangements can be made for safe carriage of you and any equipment you have with you. This is often the case if you are travelling with medical equipment, wheelchairs and electric mobility aids, or assistance dogs. If you have not pre-booked assistance, you may experience delays or be unable to travel.
The CAA has information about booking assistance and things you may want to consider on their website.
Access: Inside the terminals are ramps, accessible toilets, and induction loops. The airport directional signs use black text on a yellow background for maximum visibility.
There are a range of places you can meet the Special Assistance team depending on where you want help throughout the terminal. These are:
- Special Assistance Receptions at the Drop-Off points located in each terminal
- Help Points at our bus stops, terminal entrances, and in our Short Stay car parks if you need help into the terminal
- Check-in areas if you can get into the terminal yourself, but need assistance getting around inside
- Special Assistance Receptions just before security in each terminal if you need assistance getting through security
- Special Assistance Receptions in the Departure Lounge if you need assistance boarding the aircraft
There are two adult Changing Places located on the arrivals routes in both terminals. These facilities are available for all arriving passengers and include an adjustable bed that lowers to ground level, a hoist and flexible wash basins, within a large washroom with full shower facilities. Changing Places are free to use and do not need to be pre-booked.
For departing passengers, please speak to the Special Assistance team who can organise for you to be escorted to the Changing Places facilities. Please allow plenty of time to get there before your flight if you will need this.
Parking: Disabled parking at Gatwick can be easily found, with accessible routes into the terminals which are clearly signposted. As a special concession, Blue Badge holders can park in the premium parking area at the standard short term parking tariff. Parking can also be booked in advance by calling the airport on 0330 333 9268.
Policy: Disabled people should inform their airline of their disability and proposed time of travel prior to booking.
Birmingham Airport
Birmingham, B26 3QJ
Tel: 0871 222 0072 General Enquiries
0121 767 7878 Assistance
0345 050 7080 NCP Car Parking
Email: assisted.travel@birminghamairport.co.uk
Web: https://www.birminghamairport.co.uk/assisted-travel/
Access: All passenger facilities are accessible on the ground floor and first floor by using signposted lifts. Toilets for disabledcustomers are provided throughout the terminal buildings as well as in the multi-storey car park.
Assistance: The Assisted Travel Landside Help Desk (before security) is located in the concourse area between Costa and SPAR on the ground floor of the terminal building. There are Special Assistance help points located at several different places in and around the airport grounds,disabled parking areas, and the terminal. All calls from the help points are directed to the help desk in the check-in area. Special assistance is provided free of charge to persons with reduced mobility.
Wheelchair or Special Assistance: For wheelchair or special assistance for any part of a journey, from arrival at the airport through to the aircraft on the return journey, staff will be happy to help. To arrange assistance, please contact your airline or tour operator at least 48 hours before departure or arrival advising the type of assistance required.
For the Deaf: There are staff who can use sign language, and they can be contacted from the Special Assistance helpdesk. The airport has an induction loop system – these and mini-loop systems are installed in various locations around the terminals.
Car Parking for Disabled Passengers:
Blue Badge visitors have 30 minutes free parking in the Premium Set Down car park. To take advantage of this service, when you’re ready to leave take your vehicle registration number and Blue Badge to the NCP Customer Service Office, which you’ll find in the Premium Set Down car park, and that 30 minutes will be validated to you. If you’re going to be longer than 30 minutes, you’ll find that normal tariff charges apply and you will be charged. If you need to pay, this can be done at a pay machine (cash or card) or at the exit barrier (card only).
If you want to use the Blue Badge parking bays in Car Parks 1, 2, 3, 4 or 5 but do not want to leave your own blue badge in your vehicle, you’ll first need to present your Blue Badge to the customer service desk located on premium set down car park.