1. Assistance provided at the airport. 2) How to obtain this assistance. 3) Getting to the airport

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1 Information for disabled persons and persons with reduced mobility under section 85 of the Civil Aviation Act Assistance provided at the airport At Inverness Airport we provide a full range of assistance services to disabled passengers, passengers with learning difficulties, or passengers with reduced mobility. This includes collection from the car park and assistance throughout the airport terminal, through security and departures, and on to the aircraft. There are limits with regards to providing personal care. For example, we will assist passengers to bathroom facilities but are unable to provide any further personal care that may be required. Similarly, we are also limited in the assistance we can provide with regard to administering medical treatments and operating medical equipment. If you feel you may need assistance within the bathroom cubicles or with any other personal or medical care requirements, you will need to consider travelling with an escort. 2) How to obtain this assistance Passengers requiring assistance are requested to pre-book all assistance required at least 48 hours before the scheduled time of departure of their flight. 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 late bookings for assistance. 3) Getting to the airport General information on getting to Inverness Airport is available on the website: (This includes details for car, bus, train, taxi & executive private hire; with links to the JET bus service and timetable, the National Rail page, and Albatross Inverness Private Transfer Service.) Parking Disabled parking areas are delineated on the car park map: _HIAL-INV-CARPARK_LEAFLET_SCHEM.pdf On entering the airport by road there are 10 disabled parking bays in the short stay car park in front of the terminal building (Car Park 1), and 4 disabled bays in the short stay car park to the right of the terminal building (Car Park 2). There are also 18 disabled bays in the long stay car park (Car Park 4). There is a push button call point located within the disabled parking bays which can be used by passengers who require assistance from the car park to the terminal. Blue badge holders parking within the short stay car park for more than 72 hours will qualify for Long Stay parking rates. If passengers require to take their blue badge with them on their travels, a copy should be left displayed inside the vehicle, or the information desk should be notified and given details of the vehicle. NOTE: Parking charges are paid prior to leaving the car park and can be paid at the information desk within the airport terminal. There are also pay machines for parking located inside and outside the terminal, but if special rates are required this must be arranged at the information desk.

2 If a passenger is being dropped off at the airport, the short stay car parks allows parking for up to 20 minutes without the need for payment. At the car park exit barrier, simply insert the parking ticket received upon entry. There is currently no provision for off-site parking. See also: 4) Information on the layout of the airport The following two diagrams provide a visual presentation showing the airport layout. Walking Distances are provided below to assist those using the facilities: Furthest disabled parking bay to Terminal Building entrance Furthest parking bay Car Park 1 to Terminal Building entrance Furthest parking bay Car Park 2 to Terminal Building entrance Furthest bus stop to Terminal Building entrance Furthest taxi drop off point to Terminal Building entrance Furthest check-in desk to departures gate 107m 131m 160m 86m 40m 124m Disabled parking bays are also provided in the Long Term Car Park however these are around 800m from the Terminal Building.

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5 5) Information on performance standards Service Level Agreement Departing Passengers For pre-booked departing customers Upon arrival at the airport, once they have made themselves known: Arriving Passengers For pre-booked arriving customers Assistance should be available at the gate/aircraft side for: 80% of passengers wait no longer than 10 minutes for assistance 90% of passengers wait no longer than 20 minutes for assistance 100% of passengers wait no longer than 30 minutes for assistance 80% of customers within 5 minutes of on chocks 90% within 10 minutes 100% within 20 minutes Subject to pre-notification 100% of departing Customers/Passengers who are at the designated point within the stipulated time should reach their aircraft in time to allow timely pre-boarding and departure. For non-pre-booked departing customers Upon arrival at the airport, once they have made themselves known: For non-pre-booked arriving customers Assistance should be available at the gate/aircraft side for: 80% of passengers wait no longer than 25 minutes for assistance 90% of passengers wait no longer than 35 minutes for assistance 100% of passengers wait no longer than 45 minutes for assistance 80% of customers within 25 minutes of on chocks 90% within 35 minutes 100% within 45 minutes For those that have not pre-notified the airport will make all reasonable efforts to ensure that passengers reach the gate on time

6 6) Information on Airport Security Passengers with reduced mobility have priority access to the security search area with a special access point located to the right hand side of the security area, which bypasses the general queue. All passengers are required to remove outer garments such as jackets and raincoats prior to going through the security check. In addition, any medications should be removed from your luggage and notified to the security agent. Where appropriate, these should be accompanied by the necessary paperwork. General items such as insulin and insulin delivery devices do not require certification, but should still be declared to the security agent. Our security team are well trained to cater for any medical or mobility requirements. When going through the security check, please make the security agent aware if you have any medical devices on or in your person. If you have any metal implants or devices such as pacemakers, or are restricted to a wheelchair, you will not be required to pass through the metal detector. Instead, you will be given a standard non-invasive security search performed by a security agent of the same gender. There are private rooms available for this upon request. If possible, medical certificates or doctor s letters can be shown to the security agent to evidence any medical equipment or implants. Any mobility aids will also require to be screened. Walking sticks will be put through the x-ray machine, with a temporary wooden replacement available for use by those who are able to walk through the metal detector. Wheelchairs will be physically checked by a security agent including a swab being taken to test for illegal substances. 7) Information on mobility equipment Our special assistance team have 14 wheelchairs which can be used by passengers who require them. This number is likely to be increased over the winter period. There are also walking sticks available for use whilst going through the security area, and yellow reserved seating areas with arm rests and better support than standard seats. We have ambu-lifts available for passengers who are unable to use the steps to board the aircraft. Passengers are able to remain in their own wheelchair from arrival to departure. It may be necessary to use one of our own aisle chairs to board the aircraft from the ambu-lift and get to the seat, as wheelchairs generally do not fit inside the main section of the aircraft. At this point, the wheelchair will be loaded into the cargo bay. Any electric mobility aids should be prepared for carriage in accordance with the manufacturers and airlines guidelines. Generally, this entails switching the ignition off with the key. Some electric mobility aids have a circuit breaker which can be switched off, while a few require the battery to be disconnected from the wiring harness. There are two types of batteries: Wet-cell batteries: these are generally not allowed on board flights Dry-cell batteries (including lithium batteries) For chairs with dry-cell or lithium batteries: the battery can remain attached to the wheelchair provided that it is secure; the terminals do not need to be disconnected if they are already inside a cell case or isolated (to avoid any short circuits); the motor must be disengaged.

7 Upon arrival at your destination, it is the responsibility of the airline to return your mobility aid to you in the same condition as you left it. Your mobility aid will be returned to you at the earliest possible point, generally as soon as you have disembarked the aircraft. Assistance will be provided to disembark similarly to the assistance provided to board the aircraft. Temporary replacement of damaged or lost mobility equipment. In the unlikely event that on arrival of your flight you find that your mobility equipment is damaged or lost, we will arrange and pay for local providers to supply temporary replacement equipment (albeit not necessarily on a like for like basis) or if possible by temporarily lending you our equipment. However, liability for the damage (repairing or replacing the equipment) lies with the airline. 8) Information on Assistance Dogs Assistance Dogs are welcome by all airlines operating from Inverness. Guide or assistance dogs will only be permitted to travel if you are in possession of an official document provided by a recognised assistance dog training organisation. This must confirm that the dog is a fully-trained assistance dog or is under the control of a trainer. The dog must also be wearing a standard identifying jacket or harness. Please note that on international flights between the EU (plus Croatia, Norway and Switzerland) and the UK, guide or assistance dogs are subject to the UK Pet Passport Scheme. It is your responsibility to ensure that your guide or assistance dog fully meets the requirements of the Pet Passport Scheme. We cannot accept liability for any animals which are not correctly documented and we recommend that you contact the airport authority of the UK airport in advance of travel in order to confirm Pet Passport details. Contact details are available via the airport websites, or you can get advice from the UK Guide Dogs for the Blind Association or from the Defra Pet Travel Scheme helpline. 9) Information on PRM helpline Our special assistance service is operated by AGS (Aviation Ground Support) Assist. To contact AGS Assist by telephone, please call or If you would prefer to get in touch by , please contact invagxh@agsinv.avinetmail.net The Station Supervisor is Lauren Hibbert. To contact Lauren directly please l.hibbert@agshandling.co.uk or phone AGS Assist are available between the hours of 05:00am and 10:30pm. 10) Complaints contact details It is our aim to ensure that every passenger receives the best level of service and is satisfied with the service provided. If for any reason you are unhappy with the service or treatment you received and wish to complain, you can submit your grievance to us in writing using one of the methods below: By post to: PRM Satisfaction, Inverness Airport, Inverness, IV2 7JB. By to: info@hial.co.uk or csmith@hial.co.uk We will acknowledge complaints within 3 working days of receipt, and your complaint will be investigated. We aim to fully respond to all complaints within 10 working days. If your

8 complaint is upheld, you will receive an apology and, where appropriate, be given details of any action that has been taken to put things right and/or make improvements to the service. If for any reason you re unhappy with the outcome of your complaint, you can request a further review which will be carried out under the direction of Head Office, Highlands & Islands Airports Ltd. If you are still unsatisfied, you can ask for your complaint to be looked at by an Independent Adjudicator.