Special assistance at Gatwick. If you need a little extra help, we re here to assist

Transcription

1 Special assistance at Gatwick If you need a little extra help, we re here to assist

2 Your assistance journey Frequently asked questions On your outward journey On your return Before you travel Arrival at Gatwick Check-in Departure lounge Departure gate Arrival Onward journey Help us to help you At the time of booking your flight or up to 8 hours in advance of travelling, please contact your airline directly or via your travel agent to book assistance. Please tell your airline if you intend to take your own mobility aid such as wheelchair or scooter. Check with your airline when to arrive at the airport and allow plenty of time. If you are unable to book assistance in advance, please make your way to one of the many help points around the airport, forecourts or car parks or go straight to the Special assistance reception desk. Check your terminal. Designated drop-off bays and staffed Special assistance reception areas are situated in both terminals. Follow the signs for Passenger drop-off. The Special assistance reception areas are located at the drop-off points on the forecourts, in the check-in areas and in the Departure lounges. We can provide assistance at any point in your journey. Please present yourself at any of the Special assistance receptions to arrange this. Please inform a check-in agent if you re having difficulty queuing for prolonged periods. If you require assistance to check-in for your flight, or you are unable to stand in a queue, please go to the Special assistance reception desk first, so a Customer Care Agent can accompany you. Please use our Assistance lane where extra help is on hand. Private security searches are available on request. There are dedicated Special assistance areas in both terminals. Make use of our facilities here by asking the Special assistance team who ll be pleased to help. A food and beverage service within the Special assistance area is available in the South Departure lounge. The Special assistance team will provide you with assistance to the aircraft. Please let them know if you have any condition that requires specific care when boarding the aircraft. You ll often be invited to board the aircraft in advance of other passengers. Personal wheelchairs and mobility scooters will be taken and placed in the aircraft hold. You ll wait on board the aircraft until the other passengers have disembarked. This allows for more time, space and privacy to help you disembark safely. You ll then be assisted through the arrivals journey via Passport control and Baggage reclaim. CHANGING PLACES Don t forget to plan your journey from Gatwick on your return. Our journey planner on our website will tell you all you need to know. Changing places are available in the Baggage reclaim hall in North and just before Passport control in South. Can I take my mobility scooter/wheelchair to and from the aircraft? Yes, make sure your airline is aware of this and ensure that the mobility scooter/wheelchair is clearly labelled with your name and flight number. Please let the Special assistance team in the Departure lounge know as soon as you arrive in the lounge. Depending on which gate your flight departs from it may be necessary to escort you via an alternative route. On your return journey you ll be able to collect your mobility scooter/wheelchair at the door of the aircraft. Can I have assistance from the Check in desk? Check in agents can arrange for the Special assistance team to meet you at the check in desk if you re unable to walk to the Special assistance reception, so please ask if you need this. Can I get water in the Departure lounge? Yes, water coolers are available in the Special assistance seating area. All restaurants and cafés will provide tap water free of charge. Where are the accessible toilets at Gatwick? Please refer to the maps on the reverse of this leaflet and ask for assistance if required. I can walk for short distances. Will I be able to manage without assistance? We have a downloadable guide on the Gatwick website with walking distances and approximate times. If you find yourself struggling please ask for help, we re here to look after you and ensure your journey is as stress free as possible. There are seats available every 50m throughout the airport. What special arrangements are there for help whilst going through? There s an Assistance lane for passengers who need extra help or a little more time going through. Look out for the dedicated Assistance lane as you approach. I ve a medical condition that requires a private search If you would prefer to be searched privately please ask the security officer prior to any search commencing and we ll arrange this for you. Private searches are witnessed by an additional security officer and you re welcome to have a travelling companion with you. I ve not pre-notified my airline, can I still have some help? Yes, please go to the Special assistance reception desk as soon as you arrive at Gatwick. What arrangements are available for my assistance dog? All assistance dogs are allowed in the airport. If you re travelling abroad with your assistance dog make sure it is registered with the Pets Travel Scheme (PETS) and contact your airline beforehand to check any restrictions. Please refer to: > > If your dog needs to go to the toilet please speak to a member of our Special assistance team. We really welcome your feedback, so please tell us how we re doing gatwickairport.com/feedback The Civil Aviation Authority values your feedback. Please complete this short survey at:

3 approach Drop-off areas South Lower level Special assistance reception: Drop-off point Help points on upper and lower forecourts Help points in car parks North Lower level Special assistance reception: Drop-off point Help points on forecourts, shuttle station and bus drop-off area Help points in car parks FROM A3 FROM M3 FROM A3 FROM M3 Route for designated drop-off bays Route for short stay car parks

4 To Gates 1-10 South Before Check-in Level Zone B check-in Lost property on Ground floor Special assistance International departures lounge reception desk and 11 reserved seating To Bloc Hotel (in stairwell) Exit to: Long & short stay car parks Car rental Coach station Taxis Hilton Hotel Smoking area s to Train station platforms Exit from 1-6 Train station Arrivals The Village 5 Exit to: Long & short stay car parks Car rental Coach station Taxis Hilton Hotel Smoking area Train station and shuttle to North 1 s to Arrivals Lounges 8 International Arrivals Stairs for local buses s and stai for local buse 1 Bags etc Travelex Bureau 3 WHSmith Travelex

5 South After Departure lounge Upper level Disabled changing Restaurant / Café Access to British Airways lounge Exit from Special assistance area and reserved seating

6 North Before Check-in Level Check-in 16 1 Restaurant / Café Flight Connections Entrance Assistance and family security 1 13 Zone D Zone E Premium lane 8 Zone C Zone B Zone C Entrance Special assistance reception desk and reserved seating

7 North After Departure lounge Lower level Restaurant / Café Bar / Pub To Gates 55-5 Exit from 3 Exit from (Autumn 01 onwards) Exit from Flight connections 1 Departures 5 Zone Zone D To Gates 5-55, & Lounges Special assistance area and reserved seating Zone B E