27/05/2020
Travelling through Gatwick Airport, especially when requiring additional support, can be a smooth and stress-free experience if you know how to access the services available. Gatwick Airport is committed to providing comprehensive assistance to passengers with disabilities, reduced mobility, or those who simply need a little extra help. This guide will walk you through the process of booking and utilising Special Assistance at Gatwick, ensuring your journey is as comfortable and convenient as possible.
Understanding Special Assistance
Special Assistance refers to any support provided to passengers who may have difficulty with certain aspects of their airport journey. This can include, but is not limited to, assistance with:
- Navigating the airport terminals.
- Getting through security.
- Boarding and disembarking aircraft.
- Assistance with luggage.
- Sensory impairments.
- Hidden disabilities.
The aim of Special Assistance is to ensure that all passengers, regardless of their needs, can travel with dignity and ease. It's important to remember that airlines are primarily responsible for assistance once you are on the aircraft, while the airport is responsible for assistance within the terminal buildings.
Booking Your Special Assistance
The key to a seamless experience with Special Assistance is advance booking. While Gatwick Airport does its best to accommodate requests made on the day, it is highly recommended to book your assistance at least 48 hours in advance. This allows the airport and relevant parties to make the necessary arrangements.
Arriving by Train to Gatwick Airport
If your journey to Gatwick Airport involves travelling by train, you can book assistance for your rail journey through the National Rail website. This is a crucial first step if you require help from the moment you arrive at the station.
Once you have booked your train assistance, Gatwick Airport's Special Assistance Team can be informed. They can then arrange to meet you at a designated point upon your arrival at the station, or you can make your own way to the Special Assistance reception desk located before the security area. This ensures a coordinated approach to your airport experience.
Making Your Own Way to Gatwick
If you are arriving at Gatwick Airport via other means, such as a private car, taxi, or being dropped off, you can proceed directly to the Special Assistance reception desk. This desk is conveniently located within the terminal building, prior to the security screening area. It is advisable to arrive with ample time to allow for the check-in process for Special Assistance.
What to Expect on Arrival
Upon arrival at Gatwick, whether met by a representative or arriving at the reception desk, you will be checked in for your Special Assistance. The team will confirm your requirements and explain the process. You will then be guided through the airport:
- Security: Assistance will be provided to navigate the security checks. There are often dedicated lanes for passengers requiring assistance.
- Departure Lounge: You will be escorted to the departure lounge, and if you have a long wait, arrangements can be made for your comfort.
- Boarding: Just before your flight, you will be assisted to your gate and then onto the aircraft. The airline staff will take over at this point.
The Special Assistance team is trained to be discreet and respectful, ensuring your privacy and comfort throughout your journey within the airport. They are equipped to handle a variety of needs and will work with you to tailor the assistance to your specific requirements.
Key Information to Provide When Booking
When you book your Special Assistance, whether directly with Gatwick or through your airline, it's important to provide as much detail as possible about your needs. This typically includes:
- Your flight details (airline, flight number, departure time).
- Your specific requirements (e.g., wheelchair assistance, visual impairment, hearing impairment, need for a quiet space, assistance with medication).
- Confirmation of your arrival method (e.g., arriving by train, by car).
- Any special equipment you are travelling with (e.g., mobility aids).
Providing accurate and comprehensive information will help Gatwick and your airline to deliver the best possible service.
Comparison of Booking Channels
While Gatwick Airport facilitates Special Assistance, it's crucial to understand the roles of different entities in your travel chain. Here's a general overview:
| Provider | Responsibility | Booking Method |
|---|---|---|
| Airline | Assistance onboard the aircraft, including boarding and disembarking. | Directly with the airline when booking your flight, or at least 48 hours in advance. |
| Gatwick Airport | Assistance within the terminal buildings, including check-in, security, and departure lounge. | Directly with Gatwick Airport, ideally 48 hours in advance. If arriving by train, coordinate with National Rail. |
| National Rail | Assistance for train journeys to and from Gatwick Station. | Through the National Rail Enquiries website or by phone, at least 24 hours in advance. |
It is often the case that you will need to inform both your airline and Gatwick Airport of your needs, especially if you require assistance from the moment you arrive at the airport. The most effective approach is to book with your airline first and then ensure Gatwick Airport is aware of your requirements, particularly if you are arriving by train and have booked rail assistance.
Tips for a Smoother Experience
To ensure your journey through Gatwick Airport with Special Assistance is as smooth as possible, consider these tips:
- Book Early: As mentioned, booking at least 48 hours in advance is paramount.
- Be Specific: Clearly communicate your needs when booking.
- Arrive on Time: Allow extra time for your journey to the airport and for the check-in process at the Special Assistance desk.
- Bring Documentation: If you have any relevant medical information or documentation, it can be helpful to have it with you, though it's not usually mandatory.
- Ask Questions: Don't hesitate to ask the Special Assistance team any questions you may have about the process.
- Inform Your Airline: Ensure your airline is aware of your needs, as they manage assistance on the aircraft.
Frequently Asked Questions
Q1: Do I have to pay for Special Assistance at Gatwick?
No, Special Assistance provided by Gatwick Airport and airlines is a free service.
Q2: What if my needs change after I've booked?
If your needs change, contact Gatwick Airport and your airline as soon as possible to update your booking.
Q3: Can I book Special Assistance on the day of travel?
While Gatwick Airport aims to help all passengers, booking in advance is strongly recommended to guarantee assistance. Same-day requests may be subject to availability and could involve longer waiting times.
Q4: What if I have a hidden disability?
Gatwick Airport is equipped to assist passengers with hidden disabilities. It's important to disclose this when booking so appropriate arrangements can be made. You are not required to disclose the specific nature of your hidden disability if you do not wish to, but informing the staff that you require assistance is important.
Q5: Who provides the wheelchair?
Wheelchairs are provided by either the airline or Gatwick Airport, depending on where the assistance is required. If you need a wheelchair from the moment you arrive at the train station, National Rail will assist with that for the station part of your journey, and then Gatwick or the airline will take over.
Conclusion
Gatwick Airport is dedicated to making air travel accessible for everyone. By understanding the process of booking Special Assistance and providing the necessary information in advance, you can ensure a more comfortable and manageable journey. Remember, early communication is key to a positive experience. Whether arriving by train and coordinating with National Rail, or making your own way to the terminal, planning ahead will allow you to fully benefit from the comprehensive Special Assistance services available.
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