Special assistance FAQs

If you need special assistance we're here to help. Find out more below about the different types of assistance we offer, how to book plus any other questions you might have.

How do I know if I will need assistance?

If you have a condition or disability and you feel that assistance from staff at Gatwick would make your journey easier, then you should book assistance. From difficulties with mobility, to hidden disabilities like Alzheimer’s and ADHD, our staff are on hand to help you every step of the way.

I have special needs. What facilities are available at the airport?

Our special assistance pages will tell you more about all the available facilities.

If you have a disability or you experience mobility difficulties and need help to get to your flight, you should contact your airline at least 72 hours before you fly to let them know you need assistance. 

If you arrive at the airport without booking special assistance, please head straight to one of our assistance desks and we will try to help as best we can, but we do give priority to passengers who have booked in advance. Find out more about booking assistance.

Will I still be able to stay with my family through security if I have organised special assistance?

Yes, if you have booked special assistance you can bring your family with you. If you are travelling in a particularly large group then it would be best to nominate one or two people to stay with you and meet the rest of your group after you have been through security.

Will I continue to get assistance on my flight?

Yes. To get assistance at the airport you need to book through your airline, so they will be aware of your needs. Your assistance will continue for as long as you need it on your journey.

Is there any help I can get when I travel to the airport?

Most public transport operators have arrangements for passengers with special needs and information about these services can be found on our public transport pages. There are blue badge spaces and extra help on hand in our airport car parks if you’re arriving at the airport by car.

I have a condition/disability but I don’t want special assistance, is that ok?

If you feel you don’t need assistance through the airport then that is entirely your choice. We do offer a special lanyard for our passengers with hidden disabilities or disabilities they do not want to share details of. This will identify you to staff as someone who may need additional support or understanding and our staff have been trained to recognise the lanyards and act accordingly. Find out more about how we can help you.

Do you consult with disability organisations?

Gatwick regularly meets and consults with disability organisations, as well as representatives from our Consultative Committee (Gatcom) and our Passenger Advisory Group (PAG). We also engage with organisations working with hidden disabilities such as the National Autism Society, RNIB, Mencap and Alzheimer’s Society. See more details about who we consult with. 

Do you report on your performance standards in this area?

Here's our service level agreement for what you should expect from us as a passenger with reduced mobility or a disability while you are at the airport.  

We publish performance against these service standards every six months. You can view all our performance reports on our reporting page and the bi-annual reports which include PRM data are clearly marked.