Requesting Special Assistance When You Travel

Request it as early as you can

Most airlines ask for assistance requests a set number of hours before departure, often 48. Requesting earlier is better, because it gives the airport time to allocate staff.

Book it with the airline you are flying, and then check that it appears on your booking. Requests made through a third party agent do not always reach the airline's system.

Be specific about what would help

Assistance is not one service. Help to the gate, help boarding, a wheelchair for long distances, or simply extra time can all be arranged, and they are handled differently.

If you use your own mobility equipment, tell the airline the type, dimensions and battery details in advance. That avoids problems at the aircraft door where solutions are limited.

• Type of assistance needed at departure, transfer and arrival
• Details of any equipment, including batteries
• Medication that must stay with you in the cabin
• Seating needs, such as an aisle seat or extra space

Reconfirm at each stage

Confirm at online check in, again at the airport desk, and once more at the gate. It sounds repetitive but assistance is coordinated between several teams and a short confirmation keeps you on their list.

Arriving a little earlier than usual is genuinely useful here, since assistance is dispatched in order and early arrival puts you in a better position.

Medical needs and documentation

Some conditions or equipment require a medical form completed in advance. Ask the airline directly rather than assuming, because the requirements differ and are not always well signposted.

Carry medication in the cabin with a copy of the prescription. Cabin bags stay with you, checked bags sometimes do not.

Travelling with young children

Prams and car seats are usually carried free, but the rules on where you can use them and where they are collected vary. Ask whether you will get your pram back at the aircraft door or at the belt.

Where connections are tight, mention that you are travelling with small children at the transfer desk. Staff often have practical suggestions that are not published anywhere.