Persons with Reduced Mobility Quality Standards

To book Special Assistance, please visit this page.

London Luton Airport is committed to providing a good standard of service to all its passengers including disabled persons.

The following standards have been prepared to comply with EC Regulation No 1107/2006, the Equality Act, European Civil Aviation Conference (ECAC) standards, and best practices in the handling of disabled persons.

Advice has been sought from experts in the field of disabilities, including the Department for Transport.  London Luton Airport has also worked closely with its based air carriers and disability groups to ensure that it is able to meet all the necessary requirements, in a safe, efficient, and customer-friendly manner. 

The airport has taken into account the needs of disabled persons in the development of its infrastructure and is constantly striving to improve its performance.  Practices and policies are in place to ensure that the journey through the airport is as seamless and stress-free as possible. 

The following standards will be in place from 1st December 2015 and will be constantly reviewed, taking into account the views of the airport's passengers and business partners.

Greeting Persons with reduced Mobility at London Luton Airport

1. Passengers with reduced mobility are required to pre-book all assistance 48 hours before the scheduled time of their flight departure. This booking should be made with the passenger's airline carrier, tour operator, or travel agent. If this information is not made available within these time frames assistance may be limited or delayed. Carriage by the airline may also be denied. Best efforts will be made at all times to accommodate the late booking of passengers with reduced mobility.

2. Departing passengers with reduced mobility will be able to notify the appropriate staff of their arrival at LLA. Help points are sited in all car parks and outside the terminal entrance doors.  There is also a Special Assistance Help Desk at the front of the terminal building.  This desk has a lowered counter and an induction loop.

3. By European Civil Aviation Conference (ECAC) standards, 80% of passengers with reduced mobility who have pre-booked their assistance within the approved time frames should wait no longer than 10 minutes for assistance from their announcement of arrival. 90% should wait no longer than 20 minutes for assistance and 100% should wait no longer than 30 minutes. 

4. By European Civil Aviation Conference (ECAC) standards, 80% of passengers with reduced mobility who have not booked within the approved time frames should wait no longer than 25 minutes for assistance from their announcement of arrival.  90% should wait no longer than 35 minutes for assistance and 100% should wait no longer than 45 minutes. 

5. 100% of passengers who have pre-booked will arrive at the gate in time for departure. For those who have not pre-booked, we will make all reasonable efforts to get you to the gate in time.

6. The response to any request for assistance for passengers with reduced mobility having arrived at LLA will contain an estimated time of assistance being available (within the guidelines above).

7. Any information relating to a passenger with reduced mobility will be obtained politely and discreetly and stored with regard to confidentiality.  This information will only be shared on an operational basis, necessary to the carrying out of the tasks required.

8. Signage relating to the greeting and assistance of passengers with reduced mobility will be clear, appropriate, and suitably located to ensure the passengers are aware of what actions to take to announce their arrival and request assistance.

From the Check-in area to the Departure Lounge

1. Once a passenger with reduced mobility has made themselves known to the Special Assistance service provider they will be taken to the appropriate check-in desk.  If the check-in desk is not open and ready for passengers passengers will be either taken to the Special Assistance Waiting Area or requested to return at a specific time.

2. If it is practicable the passenger will be taken near to the front of the queue and presented to the check-in agent. Passengers with reduced mobility may make their own way to the check-in desk and/or through to departures but they should make themselves known to the Special Assistance service provider if they will be requiring any assistance at a later stage.  

3. The Special Assistance service provider will assist at the check-in stage if required.  This can include assistance in loading luggage onto the conveyor.

4. If passengers requiring assistance are making their own way to the Departure Lounge the Special Assistance service provider will advise them of the location of its Special Assistance Desk and at what time they must attend this desk. Failure to attend at the time advised may result in delayed boarding or exclusion from the flight.  Neither LLA nor the service provider will be held responsible for any compensation or repatriation if a passenger misses their flight due to lack of attendance at the advised time. 

5. All efforts will be made to ensure that passengers with reduced mobility are taken through the security channels promptly and without undue stress.  Assistance will also be available for any search procedures.  Chairs are provided should passengers need support in removing footwear.

6. There will be a Special Assistance Help Desk in Departures that will be serviced throughout by the service provider.  Staff at this desk will advise customers of any delays or changes to the boarding of their flights in conjunction with the air carriers contracted staff.  They will also offer advice regarding the Departure Lounge facilities and offer assistance to and from the toilet facilities if required.  This desk will be fitted with an induction loop.

7. In the event of delays, diversions, or cancellations the service provider will make every attempt to ensure that the passenger can access all the facilities and assist as required.  

Assistance with boarding of Passengers with reduced mobility onto the aircraft

1. Whenever practicable passengers with reduced mobility will be pre-boarded. However, this operation can only be carried out when the aircraft is ready for the acceptance of passengers and there are many factors that could impact this.

2. Staff will assist passengers with reduced mobility through a stair-free route to the point where they will be collected by the ambulift or other vehicle. Every effort will be made to keep passengers dry and warm during any waiting or boarding of vehicles.

3. Passengers not requiring the use of an ambulift (able to comfortably use the stairs) or another vehicle may board the aircraft through the normal departure gates but can be assisted or pre-boarded, whenever practicable.

4. Passengers using the ambulift or other vehicles may be joined by one helper. However, the operator's discretion can be used in the inclusion of other members of the party.

5. All vehicles used in the transportation of passengers with reduced mobility will be clean and maintained to a satisfactory standard.  Care will be taken in the boarding and disembarking of passengers and these duties will only be carried out by staff fully trained in the use of these vehicles.

6. If passengers wish to stay in their own wheelchairs until boarding the aircraft they may do so. Once approved, the passenger's wheelchair will be taken from them once they are seated in the cabin and loaded following the airline's regulations.  Electric wheelchairs may need to be specifically packaged in advance and each airline has its own restrictions.  Passengers will be assisted from the ambulift or other vehicle and assisted to their cabin seat.  

Assistance for the disembarkation of Passengers with reduced mobility from the aircraft

1. In accordance with European Civil Aviation Conference (ECAC) standards, assistance will be available at the aircraft side for 80% of pre-booked passengers with reduced mobility within 5 minutes of the time the aircraft arrives "on chocks" and for 100% of pre-booked passengers with reduced mobility within 20 minutes of "on chocks". 

2. In accordance with European Civil Aviation Conference (ECAC) standards, assistance should be available at the aircraft side for 80% of non-pre-booked passengers with reduced mobility within 25 minutes of "on chocks" and for 100% of non-pre-booked within 45 minutes of "on chocks". 

3. Whenever possible passengers with reduced mobility will be disembarked last from the aircraft.

4. Passengers can be assisted into the arrivals halls even though they do not require a wheelchair.

5. Passengers can be joined by one carer in the ambulift. However, the operator's discretion can be used in the inclusion of other members of the party.

6. Passengers may collect their wheelchairs at the aircraft and use them to access the terminal building. 

7. Passengers arriving from an International flight will be taken through the appropriate access door and to the front of the UK Border Control passport control queue depending on whether they are EU or NON EU pax, when practical.  If assistance is requested to help produce any paperwork then the assistance service provider will assist, on request.

8. Once passengers with reduced mobility have completed the passport procedures or have entered the Domestic Arrivals Hall they will be assisted in the repatriation of their baggage. Special Assistance Waiting areas are available where passengers can wait until their luggage has been offloaded from the conveyor belt.

9. Once baggage has been collected the service provider will assist the passenger with their luggage out through the UK Border Control channels and to their next point of onward transportation.  Should the passenger be stopped by UK Border Agency staff the service provider will assist in any lifting of baggage, if required.

10. If a passenger's baggage is missing or damaged the service provider will assist the passenger in completion of the PIR, if required. 

11. Should the passenger's mobility aid be lost or damaged during the airline process the Airport will loan a temporary suitable replacement and also fund and organise its return to LLA.

The Care of Passengers with reduced mobility

1. In the event of an evacuation of the terminal building, the Special Assistance service providers will attend to any areas where passengers with reduced mobility may have difficulty evacuating the building, via the stairs, and will provide appropriate assistance to a safe and approved area.

2. The service providers will carry out Health and Safety assessments of all loads, practices, and operation of equipment relating to the assistance of passengers with reduced mobility. They will ensure a safe and appropriate means of carriage.  All service providers will be fully trained in the use of any equipment used in the carrying out of their duties. 

3. All equipment used will be of an appropriate design, size, and standard to comply with the demands of disability legislation and the regulations of Health and Safety.  They will be operated in accordance with the manufacturer's instructions.

4. All equipment will receive regular maintenance and servicing.  Any faulty items, that could prove hazardous, will be taken out of service immediately. Every effort will be made to keep equipment in a clean and tidy state.

5. The Airport will ensure that the Special Assistance Service Providers staff are fully trained in disability manual handling, awareness, etiquette, and legislation. 

6. Consideration will be given to the individual requirements of each passenger with a service appropriate to their requirements, whenever reasonable.  Passengers will be treated with dignity at all times.  Their handling will be carried out in a safe, appropriate, and respectful manner.  The nature of their disabilities will be treated with discretion at all times. 

7. The Airport and Special Assistance Service Provider will enter into regular discussions with accredited disabled groups to broaden the scope of their knowledge relating to disability issues.

8. The service provider will comply with all the regulations pertaining to the safe carriage of Assistance and Guide Dogs.  This scheme will be operated in conjunction with the Dept for Transport's recommendations.

9. The Airport will provide a dedicated telephone line and internet address whereby passengers with reduced mobility can contact them in advance for advice.  These lines of contact will be staffed from 0900 -1730 Monday to Friday excluding Bank Holidays. 

10. All complaints will be fully investigated and customers will receive a reply within 5 working days.  Comments and complaints will be monitored and findings used constructively.

11. Should a customer arrive at London Luton Airport (LLA) and their personal mobility aid has either been damaged or has been delayed, London Luton Airport will offer a replacement mobility aid whilst the damaged mobility aid is being repaired or until the delayed mobility aid is repatriated with the customer. If the customer requires a bespoke mobility aid, LLA will assist with finding a more suitable mobility aid provider.