Special Assistance at Airports

This section hopes to give information on the major airports and the special assistance they can offer and how you would go about requesting such.

As a general rule, your airline is responsible for providing assistance and you should contact them with your needs as early as possible.

The links below will lead you to the Special Assistance Section for each airport.

Gatwick Airport

Their specialised team of staff will be on hand to meet you and to help you through the airport. Special assistance is available for all age groups, including young travellers.

At Gatwick their service partner OCS deals with all requests for assistance.

Throughout the airport they have a number of assistance desks with reserved seating where their team are on hand to help you.

Help Points

Special assistance help points for all those with a disability or mobility difficulties are sited on both terminal forecourts, short stay car parks, stations, baggage reclaim halls and on some routes within the terminals where there are long walking distances. Assistance is free. You can also ask for help with your wheelchair or baggage to get to check-in.

Changing Places

There are two adult Changing Places – one in each of our terminals.

Facilities include an adjustable bed that lowers to ground level, a hoist and flexible wash basins, all located in a large wash room with full shower facilities. Changing Places are free to use and do not need to be pre-booked.

Simply contact a member of our special assistance staff on the day for access.

Hidden Disabilities

Gatwick can offer you a special lanyard to wear on your journey through our airport. This will identify you to staff as someone who may need additional support or understanding.

Staff have been specially trained to recognise the lanyards and act accordingly.

To pick up a lanyard at Gatwick, please go to one of our Assistance Reception areas.

For further advice regarding assistance available at Gatwick please visit –


Heathrow Airport

The Special Assistance Team at Heathrow aim to make sure the airport is accessible to everyone, providing the right service for the individual in the moment.

Help Points

There are Help Points with help phones in the Long Stay and Short Stay car parks, the central bus station and the terminal forecourts. From these you can call to seek assistance.

Inside the terminals there are special assistance areas, there are help points in stations and baggage reclaim halls, and on some routes within terminals where there are long distances to cover.

Changing Places 

Changing Places facilities are located at –

Terminal 2: Arrivals (passenger-only area), opposite Gate 18

Terminal 4: Arrivals (public area), ground floor near Underground station

Terminal 5 (Lichfield Suite): Departures (after security), opposite Gate 20.

For further information on Special Assistance available at Heathrow Airport please visit –


Luton Airport

London Luton Airport Special Assistance is provided by Clece Care Services (CCS).

Assistance at the Terminal

Passengers need to report to the Special Assistance Desk which is signposted from the entrance, where help with navigating check-in, security and boarding your plane can be given.

Special Assistance Waiting Area

Once you’re through Security, you might like to use the Special Assistance Waiting Areas which is near Gate no. 22  This is a public area, but comparatively secluded.

For further information on Luton Airports Special Assistance please visit –


Stansted Airport

Help Points

Help Phones are readily located beside the main terminal doors at Stansted Airport and in each zone of the Short Stay Car Park, providing assistance getting to check-in if required.

Passengers can also visit the Special Assistance Desk located between Zones D and E in Terminal Departures area.

Changing Places

Stansted Airport now has newly installed Changing Places facilities located in Landside Arrivals and Airside Departure areas. These facilities are operated with a RADAR key.

Landside Arrivals – Located next in toilet facilities next to Burger King

Airside Departures – Located next to toilet facilities in the Departure Lounge

For further information on Stansted visit –


Southend Airport

Help Points

When you arrive at London Southend Airport, head for the ticket desk in the entrance concourse of the terminal.  If you need help getting from the car park, press the assistance button on the entrance barrier.

Hidden Disability

If you have a hidden disability, or are travelling with someone who has, Southend Airport can provide a discreet blue wristband to wear as a subtle sign to staff that additional support might be required. The wristbands are free of charge and available from the ticket desk in the terminal building.

For further information visit –


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Supporting families of children and young people with Special Educational Needs and Disabilities in the London Borough of Havering