Advice for customers with non-physical-disabilities
Guides for those travelling with hidden disabilities
In collaboration with the National Autistic Society, we’ve put together the following advice to help you and your companions get around the airport.
We understand that some passengers may not want to share details of their non-physical disabilities. If this applies to you or someone you're travelling with, we can offer you a sunflower lanyard to wear on your journey through our airport.
This will identify you to staff as someone who may need additional support or understanding. Our staff have been specially trained to recognise the lanyard and act accordingly. The sunflower symbol is recognised at most UK airports as identifying persons with non-physical disabilities. If you have a lanyard, we recognise and accept those too!
Lanyards are available for free at our Assisted Travel (previously Special Assistance) desk, which is signposted on a yellow background from the entrance to the terminal building; you don’t have to be using the Assisted Travel service to obtain a lanyard and are free to travel through the airport unescorted.
Wearing your lanyard will help our teams recognise and assist you at every stage of your journey. It also allows you and your immediate family to use the Fast Track Security free of charge.
Alert: Please be aware that the lighting in Fast Track can be bright, so if this is a concern, then an alternative route could be the Assisted Travel lane in the search area.
Using Assisted Travel (previously Special Assistance)
If you think there’s a chance you may need Assisted Travel, it’s always best to tell your airline when you book or no later than 48 hours before departure. They’ll get in touch with us, and we’ll take care of the rest.
What if I change my mind or need extra help?
If you haven’t pre-booked Assisted Travel, but decide you need help while you’re at the airport, you can ask any of our uniformed staff, and they’ll contact the Assisted Travel team straight away or go to a Travel Assisted desk, which is sign-posted throughout the airport.
Check-in ASAP
Customers and their companions should check in as soon as possible and then go straight to Security.
Arriving at Security
On arrival at Security, if you have obtained your lanyard, you can go straight through the Fast Track Security Lane, or if you have concerns with bright lighting, then you can use an alternative route down the Assistance lane in the search area.
Please inform our Security Team of any special requirements so they can assist you.
Any special requirements should be explained to a member of the Security Team who’ll be able to help you.
Private search area
If you’d prefer, we have a private search area – all you have to do is ask.
In the Departures area
Once through security, please follow the signs towards Gates 30-43, where you will find the Assisted Travel lounge.
We also have a quiet room located next to Gate 17.
If you have any questions about any aspect of LLA’s Assisted Travel services, please email us at [email protected].