SPECIAL ASSISTANCE AT AIRPORTS
for Families Flying with Autistic Children

Each airport has their own Special Assistance (SA) Scheme, and each is slightly different. To access special assistance at your departure or arrival airport you need to request it online through the airline when you book your ticket (or afterwards at least 48 hours before flying). The airline will pass on your information to the airport's special assistance office.

QUICK LINKS
Which special assistance option should I choose?
How do I find Special Assistance at the airport?
Sunflower Lanyards
Sunflower Lanyard scheme at Heathrow Airport
What can Special Assistance Staff help with during arrival and departure?
Useful Links

WHICH SPECIAL ASSISTANCE OPTION SHOULD I CHOOSE?

The options on the special assistance booking page(s) are mostly do with mobility and other sensory impairments such as sight and hearing.

Currently they are not really designed either for hidden disabilities or with neurodivergent travellers in mind, although I have noticed a recent addition of hidden disability as a category. This means you might have to choose an option which is not a perfect match for the support you need for you or your child / family.

For example: although Charlie can walk, when he feels overwhelmed he is likely to refuse to do so, or conversely, will suddenly bolt off - which is very difficult when we are trying to go through passport control! There is not an option that covers this scenario. We could take his large buggy right up to the airplane door (it is technically classed as a wheelchair, and we have paperwork to support this) but sometimes he wont go it, we dont want to bring it along, or it is easier to just put it through at check-in.

As we know that airports will dysregulate him, and he is now to heavy to carry or restrain we have learnt that best option is to request a wheelchair service alongside assistance with queues.

** Note: airport special assistance staff are generally NOT allowed to push a young child in a wheelchair, so there needs to be an adult available in the group to do this if you request one for your child. **

HOW DO I FIND SPECIAL ASSISTANCE AT THE AIRPORT?

Special Assistance desks / rooms are located in different places in airports.

The best ones are on the ground floor near the check in desks or main entrance, but some are unfortunately located on upper levels and require using a lift.

Twice when we have arrived at an airport already feeling very stressed we have asked a member of airport staff standing by a welcome sign for help. They were able to radio the special assistance team for us and arrange for someone to come downstairs to help.

However in our experience it is easier (and mostly quicker) to look for the signs and find the desk yourself.

SUNFLOWER LANYARDS FOR HIDDEN DISABILITIES

The hidden disabilities lanyard is printed with sunflowers and designed to be worn around the neck. It has a clip on which can be used for attaching laminated information cards, or fidget / chewable toys.You can collect as many as you need from the Special Assistance desk.

If you child does not want to wear one, then you can wear them on their behalf.In the UK these lanyards are a brilliant way of letting airport staff know that either you or your child had a hidden disability (most commonly autism or adhd, but could include other things such as learning disabilities or anxiety conditions) and as a family you will likely need extra support.

The success of the lanyards is obviously reliant on staff receiving good quality training on hidden disabilities and work best when an organisation makes a real effort to embed a culture around disability that is understanding and acceptance of difference.

WHAT CAN AIRPORT SPECIAL ASSISTANCE STAFF HELP WITH?

As I previously said, every airport is different but we have had help with the following things (not necessarily all at the same airport):

WHEN DEPARTING FROM AN AIRPORT:

Being taken to the front of the queue to check in luggage at a desk
Help with self-check in and baggage drop
Avoiding the queues at security and passport control
Having a dedicated (mostly quieter) place to wait once through security
Being taken to the departure gate on a motorised golf buggy
Being seated in a separate section in the lounge at the departure gate, often away from crowds
Boarding the plane first or last (in discussion with airline staff)

WHEN ARRIVING AT AN AIRPORT / DISEMBARKING A PLANE:

Having a wheelchair / motorised buggy waiting for you once you disembark the plane
A completely separate mode of exiting the airplane involving an external lift (because of the wheelchair request)
Being taken in separate mini bus to the rest of the passengers when buses are required to move people around the outside of the airport
Using a separate queue for passport control
Being taken to the luggage carousel and help with retrieving bags
Being escorted out of the airport as far as the car park / taxi rank etc

Useful Links to some UK airports and their special assistance pages and resources:

London Gatwick Airport

General Accessibility Page

AccessAble Guides page to the Airport

e.g. South Terminal Toilet and Changing Places Facilities

London Heathrow Airport

General Accessibility Page

Sunflower Lanyard Scheme

SENSORY OBJECTS PACK:

Airports can be overwhelming spaces with many sensory triggers. To support our passengers with non-visible disabilities, Heathrow is currently offering free sensory objects packs in all terminals. The pack includes; a fidget toy, key ring with mobility and feelings cards. The cards are designed to help communicate with our Heathrow colleagues. The pack is free and can be requested at one of the following locations.

London Stansted

General Accessibility page

Non-visible disabilities page

Selection of Familiarisation videos about the airport with the aim of reducing anxiety

Bristol

Special Assistance homepage

Hidden disabilities page

A helpful Autism Alert card (pdf)

Manchester

Special Assistance homepage

Invisible disabilities page

Familiarisation video - Accessibility Journey