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Special assistance - Persons with Reduced Mobility (PRM)

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GBP = 1065.00 EUR

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How to make your journey easy

Glasgow Airport is dedicated to providing accessibility for disabled persons and persons with reduced mobility (PRMs) throughout its facilities at Glasgow Airport. Assistance for passengers with reduced mobility is available at both the Main Terminal building and T2. Our Terminal building is fully accessible including toilets and lifts, inductions loops are fitted to facilitate amplification of announcements for passengers with hearing difficulties and all are clearly signposted.

> Download our helpful guide Assistance for Passengers with Reduced Mobility (PDF 507KB)

We also have a simple guide to help plan your journey. 

> Download A simple guide for Travelling by Air (PDF 271KB) 

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Requesting Assistance

If you require assistance you should inform your airline at least 48 hours before you travel, however, our advice would be to give your airline as much notice as possible for both your departure and your arrival. This is best done at the time of booking your travel arrangements and will ensure that you receive the most appropriate assistance in a timely manner.

Click here for airline contacts for requesting assistance.

Assistance will be provided free of charge to and from all of the on airport arrival points up to the departure point at the gate and likewise for the return journey. This includes from Car Park 1 and 2 as well as car and taxi drop off/pick up points and bus stands.

For more information on travelling with a hidden disability please see 'Hidden Disability' section below.

On arrival at Glasgow Airport, passengers can use the Help Points detailed below to gain assistance or can go to the Special Assistance Host Desk in Main Terminal check-in area (adjacent to the escalators) or in the check-in area in T2 where there is another Help Point.

If a passenger wishes they can go directly to their Check-in desk and inform airline staff during their check-in that they have requested assistance. A representative from our service provider will arrive to provide assistance or you may be redirected to the host desk after check-in if you are able to walk this short distance.

If we do not receive advance notice of your requirements we promise to make all reasonable efforts to accommodate you but you may have to wait a little longer for assistance.

Please remember that even if you are fairly mobile, there can be long distances within airports and therefore assistance might still be required. So make your plans well in advance. You should arrive at the airport car parks at least 2 hours prior to departure if you require assistance from here. Should you require assistance from check-in then please arrive at least one hour prior to departure.

Help Point Locations

  • Drop off point (x3)
  • Coach drop off point (x2)
  • Within car parks 1,2 and 3
  • Central forecourt bus stands
  • Long stay car park 4 beside bus shelter

Walking Distances

Below are approximate walking distances to key areas within the airport:

  • Drop off/Car Park 1 to Main Terminal 300m
  • Drop off/Car Park 1 to T2 400m
  • Car Park 2 to Main Terminal 100m
  • Car Park 2 to T2 200m
  • T2 to Main Terminal Special Assistance Area 150m

 

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Travelling with Mobility Aids or Assistance Animals

Information on Mobility Equipment

Where possible you should be permitted to remain within your own mobility aid until the last possible moment at the gate. If you wish to check in the mobility aid and use an airport wheelchair then please request this at check-in. On arrival at the airport, your mobility aid should be repatriated to the passenger at the gate. If your mobility equipment is damaged we will arrange for use of an airport mobility aid until such times as the damage can be resolved with your airline although any replacement might not be on a like for like basis. Please speak to an agent from our service provider should this be required.

Electric Mobility Aids (EMAs)

If you are traveling with an electric mobility aid it is important that you provide details on the make and model to your airline at the time of making the booking. This will be passed to the airport to allow them to make it safe before loading into the hold of the aircraft.

Where the PRM does not provide adequate information on how to make an electric mobility aid safe and it is not reasonably possible for the aircraft operator to obtain suitable instructions and pass these on to the airport operator, the airport operator is not under any further obligation to make the aid safe for transport.

For more information on making EMAs safe please click here.

Assistance dogs

You can bring your assistance dog into the UK without quarantine as long as it meets the rules of the EU Assistance Dog scheme. It is the responsibility of the owner to ensure that their dog is fully compliant with the scheme. If your assistance dog doesn’t comply with the rules it may not be able to enter Great Britain or may be licensed into quarantine on arrival.

Please contact our service provider to make enquiries on GLA.PRMLeadership@OCS.co.uk 

For details on the EU Assistance Dog scheme please click here.

The Guide Dogs Association website has advice about taking assistance dogs abroad. For details please click here.

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Getting to the airport

Getting to the Airport

By Bus, Train or Taxi

Travelling to Glasgow Airport by bus is easy as there are several services connecting with Glasgow city centre, other local destinations and beyond. Many have low floors and are easily accessible for wheelchair users. There are dedicated Help Points at the bus and coach stands and these are listed above.

If booking a Glasgow Airport taxi and you can get dropped off right outside the Main Terminal building and all of these cars are wheelchair accessible. The taxi rank is immediately outside of the terminal and the driver can arrange any assistance required.

More information on buses taxis and trains can be found here.

By Car - dropping off

Glasgow Airport’s new dedicated pick-up and drop-off facility are located directly across from the main terminal. Drivers dropping people off should use this facility for quick transactions under 10-minutes only. If picking someone up please make sure the person has cleared immigration (if applicable), has collected any luggage and is ready to meet you. The facility has three zones – coded A, B, and C – to help you coordinate your pick-up. Please note zone C is suitable for all types of vehicles including coaches and mini-buses.

If you plan to enter the terminal with someone you are dropping off, or to meet a passenger arriving back in Glasgow, you should use Car Park 2.

You can view a map of our current road layout hereThis includes the location of our Long-Stay Car Park, where drivers can also wait-free for up to 30 minutes. There is a free shuttle bus available to take passengers between the Long-Stay Car Park and the main terminal building. It operates every 10 to 15 minutes and takes approximately five minutes.

Picking up

There is a dedicated pickup area on the ground floor of Car Park 2 and there are marked blue badge spaces within this area. For details of charges click here.

Drivers with a blue badge should NOT use the pick-up and drop-off facility. Blue badge holders should use Car Park 2 opposite the terminal building, where they will be entitled to up to 30 minutes of free parking.

Parking

Blue badge spaces are available in our car parks as detailed below

  • Car Park 2 has 10 spaces on the ground floor plus a help point
  • All other floors have 12 spaces but no help points
  • All floors have access to 4 accessible lifts
  • Car Park 1 has 4 spaces on the ground floor of the multi-storey part. There is no call point. The nearest call point is in the area near the pelican crossing.

All blue badge holders are entitled to 30 minutes free parking by presenting their blue badge at the kiosk in any of our car parks.

For more information on car parking and charges click here.

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Changing places

Passengers with profound and multiple learning difficulties and disabilities can make use of Glasgow Airport’s Changing Places facility.

The room will also benefit passengers with a wide range of physical disabilities such as spinal injuries, muscular dystrophy and multiple sclerosis who often need extra equipment and space to allow them to use toilet facilities safely and comfortably.


Here is a link to our airport map. Changing places are located in the airports main check-in hall to ensure it is accessible to both departing and arriving passengers, the spacious facility’s key features include a height-adjustable sink and hydraulic bed, an electronic hoist, shower and non-slip floor and privacy screens. 

The terminal also has wayfinding signage directing passengers to the Changing Places room, which is located between the WH Smith and Luggage Point stores in the main check-in hall. 

With more than 9.9 million passengers traveling through its doors in 2017, Glasgow becomes the largest airport in Scotland to house a Changing Places facility and one of 14 across the UK. 

The airport’s compliance team worked with representatives from Promoting A More Inclusive Society (PAMIS) on the design and requirements of the facility.

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Hidden Disability

We have been working with a number of different charities to improve our staff training and awareness of hidden disabilities and to improve the assistance we provide. If you or someone you are travelling with have a hidden disability we will be happy to provide you with a lanyard that will discreetly identify you to airport staff as requiring additional support.

 

In partnership with Glasgow City Council, we have given Autism Awareness training to key customer services staff including our special assistance team. Please lookout for the logo on staff lanyards. For more information on the Glasgow City Initiative please click here.

Autism Aware Logo

In 2019 we began working with Alzheimer Scotland to raise staff awareness of Dementia. We have been working with our local Dementia advisor who has been delivering Dementia Friends awareness sessions to our customer services staff and now have Dementia Friends in every customer-facing team. We aim to continue to expand this initiative further in 2020. Again please look for the Dementia Friends logo on staff lanyards.

Dementia Friends Scotland Logo

If you or someone you are travelling with have a hidden disability we will be happy to provide you with a lanyard which will discreetly identify you to airport staff as requiring additional support.

Our front line Security staff have been trained to recognise these lanyards and offer special assistance to passengers passing through the Security Search process. To obtain one, kindly check in with the special assistance desk on the ground floor in our main check-in area and they will also explain what we can do to help you on your journey.

Current Special Assistance Lanyard - Glasgow Airport

 

Special Assistance Lanyard - Glasgow Airport

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Airport ambassadors

At Glasgow Airport, you’ll easily spot our team of friendly, roving Ambassadors who are on hand to answer any questions you may have about any aspect of your visit.

You can also get information on onwards ground transport options on our to and from website page.

Glasgow Airport Ambassador

 

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Autism

If you are travelling with Autism we realise that this can be particularly difficult in a busy airport and we have been working hard to make this as easy as possible.

 

Booking assistance for your journey

You should always request assistance first with your airline or travel agent when making a flight reservation and ensure that you book as “DPNA assistance” when asked what help you need. You should also ask the airline or travel agent to add a comment including the word Autism. This will enable us to better understand your requirements once you have arrived at the airport and check in at the assistance desk.

Preparing to travel

We recommend that you contact us prior to your date of travel, to provide more details of your needs if required. We can then also explain the options that are available at the airport to allow us to make your journey as smooth as possible.

For those that have not travelled before and are particularly concerned, we can offer pre-visits when the airport is a little quieter. This will allow you to experience the passenger route and better prepare for your day of travel. To arrange a pre-visit please contact our service provider using the contact details below.

On the day of travel

On your planned travel date please go to the special assistance Host Desk on the ground floor of the main terminal where we will scan your boarding card and arrange all assistance necessary. On checking in at the assistance desk you will be offered a hidden disability lanyard if required and you do not already have one.

If you are already in possession of a lanyard and do not require any assistance, please still check in at the desk as it will make us aware of your presence in the airport.

We are unable to send lanyards out for this reason and they must be collected in person on the day. 


> Download A Visual Guide to planning your journey (PDF 2MB) 

Contact our PRM service provider

0141 842 7700 (24 Hr)

Please note that this number is monitored by our special assistance team and is only able to answer questions related to this service. If you are looking for any other information, please contact the airport here.

or email GLA.PRM@ocs.co.uk

Please note this email address is only monitored Mon to Fri, 0900 to 1700. If your query requires a more urgent response please use the phone number above.
 

 

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Security screening

Our security staff are required under government legislation to carry out a hand-search whenever a passenger activates the archway metal detector alarm. If you are a wheelchair user, that’s likely to be the case. We recognise that it may be more suitable to have this search carried out away from the main search area, so please don’t hesitate to request this. Private search areas are located within the Central Search Area. If you have any questions or queries throughout the Security process, please do not hesitate to ask for one of our Security Supervisors.

For guidance on hand luggage restriction at the airport please click here.

For additional detailed guidance on certain items that can cause issues at airport security please read the following document (PDF)

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Medicines, Equipment, Mobility and Allergies

Travelling with Medicines, Mobility and Medical Equipment 

The CAA has provided a useful guide if you are travelling with Medicine, Mobility or Medical equipment whilst flying. There is also an FAQ: At the Airport on the same page on the use of airport screening equipment on medical equipment such as pacemakers or insulin pumps. For further info please click on the link below

>CAA guide for travelling with Medicines, Mobility and Medical Equipment.

Travelling with Allergies

If you are travelling by air with food allergies you may find the links below useful. If you require further info then it is best to consult with your airline.

> Travelling with a food allergy

> Information on types of food allergies (including peanuts)

 

 

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PRM Services & Contact Us

Contact our PRM service provider

For Reduced Mobility Assistance queries please contact:

0141 842 7700 (24 Hr)

or email GLA.PRM@ocs.co.uk

Please note this email address is only monitored Mon to Fri, 0900 to 1700. If your query requires a more urgent response please use the phone number above.
 

Regulation EC1107/2006

Since 26 July 2008, under Regulation EC 1107/2006, managing bodies of airports, such as Glasgow Airport, have a legal responsibility for the provision of assistance services to persons with reduced mobility when travelling by air. The aim of this legislation is to ensure that consistent high-quality assistance is provided at airports throughout the European community.

For further information on Regulation EC1107/2006 the document can be viewed here

Service levels

Glasgow Airport is committed to providing the highest level of service in a timely and courteous manner.  Quality Standards for the assistance services specified in Annex 1 of the Regulation which was established in consultation with air carriers and their agents and organisations representing persons with reduced mobility. View our standards below

Quality standards (PDF 52KB)

 

How we performed April'19 - September'19 (PDF)

How we performed October'18 - March'19 (PDF)

How we performed April'18 - September'18 (PDF)

How we performed October'17 - March'18 (PDF)

 

Contact Glasgow Airport

If you would like to contact us or provide feedback please click here.

Contact CAA

The CAA is now consulting on a CAA PRM passenger satisfaction survey. To complete the survey, please click here

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PRM Consultation & Events

PRM Events 2019/20

 

PRM Consultation & Events

As part of our commitment to consult with local disability groups, we hold a variety of events throughout the year. Below is a list of activities we’ve conducted recently.

 

PRM Forum

Unfortunately, our rescheduled PRM Forum on 16th March 2020 has had to be cancelled at very short notice due to current world events. This has led to many people attending having to cancel due to work restrictions or for other personal reasons. We will reschedule later in the year when travel restrictions etc. have been relaxed. In the meantime, if anyone wishes any further info on the PRM service or requires help or advice please contact our service provider at GLA.PRMLeadership@OCS.co.uk

 

Healthy Working Week

On the week commencing 3rd of Feb we held our annual Glasgow Airport Health week and also invited the Stroke Association and Alzheimer Scotland to take part and provide information and support advice to both staff and members of the public. Following this we have made arrangements to meet again with the Stroke Association to update our staff awareness and training material.

 

Dementia Friends Workshops

On the 29th January we had the next of our planned series of Dementia Friends awareness sessions for all of our front line staff where we had around 70 more of our staff present and feedback has been great from our staff.

 

PRM Forum

Our planned PRM forum on the 17th January unfortunately had to be cancelled due to unforeseen circumstances. Another date will be arranged in the near future as soon as possible if you wish to attend please contact us at GLA.PRMLeadership@OCS.co.uk

 

Ian Hamilton (BBC Scotland)

We met with Ian from the BBC to try to raise awareness of the PRM services available at GLA and the improvements that have been made, in particular the implementation of fully trackable IT system (Avtech Connect) and the improvements to performance made and the benefits of pre-booking correctly with your airline to ensure a smoother and quicker passenger experience.

 

RAP

We met again with Renfrewshire Access Panel on the 6 December and are aiming to provide some formal training for our Glasgow Airport Taxi drivers and Forecourt Ambassadors. We hope to roll this out in early 2020.

 

Alzheimer Scotland

On the 4th and 5th of December we held the first in a series of planned sessions with Alzheimer Scotland who are delivering Dementia Friends awareness and training sessions to our front line staff. The aim is to have Dementia Friends across every front line department.

 

Prevalis

We engaged with Prevalis on the 8th November as we are currently trialling a newer PRM transfer hoist which is currently under development and being rolled out for use. Feedback from the users has been very positive and the equipment seems suitable for a large range of aircraft types and sizes.

 

RAP

We met with Renfrewshire Access Panel on the 4th and 31st October to start preparation for our next PRM Forum. We were also engaging on design advice for new accessible toilets which are being constructed for our airside departures area.

 

OCS National awards

On the 2nd October, Jim Lobban, OCS Glasgow Airport skill trainer received the Fresh thinking Award in recognition for the work he does in connection with hidden disabilities at Glasgow Airport and in particular for the efforts in facilitating pre visits for passengers with autism. This is also recognised locally and Jim highly deserved the recognition nationally for the care and compassion and selfless drive in his efforts to improve the ability for others to travel.

 

Newcastle Airport Visit

On 18th of September we facilitated a visit with Newcastle International Airport to share best practice on the service provided to our passengers who use the Special Assistance service. Following this visit, Newcastle have kindly offered to reciprocate the visit and we will hopefully arrange this in the new year.

 

Parkinson’s Support Group

On Monday the 16th September we visited the Glasgow South Parkinson’s support group after receiving an invite from the group chair. We were invited to present on the service that was available to all at the airport and many were unaware of the hidden disability assistance available or that it could be individually tailored to the user. Feedback was very positive and we are also planning on updating our internal training following this and the work with Alzheimer Scotland when completed.

 

Aberdeen Visit

On the 16th August we visited Aberdeen to assess some assistance equipment to help in boarding process for Loganair. Having assessed to proposed equipment work is ongoing with the airline to introduce as soon as practical when they arrive.

 

PRM Open Forum

On the 30th of July we had our PRM open forum chaired by Renfrewshire Access Panel (RAP). The event was held in the airport Holiday Inn and attended by a wide range of local user groups and individuals, including Alzheimer Scotland, Ramble Tag and representative from Renfrewshire Council (Inequalities) who all gave a presentation on their work. We gave updates on the year to date performance and other ongoing work and improvements to the service. Some actions taken included arranging further Dementia training and to investigate “mystery shopper” type audit by a user group.

 

Glasgow City Council Autism Awareness

On the 25th of July we attended the first of two full day Autism Awareness training session run by Glasgow City Council. We sent representatives and trainers from every front line facing department over the course of two days including our PRM assistance provider, Security Team, Safety and First Aid Team, Airport Ambassadors, Taxi and Onward Travel Service and Customer Services management team who are now all recognised as being Autism champions within their respective area of the business.

 

EasyJet Customer Contact Centre visit

On the 26th June we facilitated a visit with EasyJet customer contact centre who wanted to gain a better understanding of the PRM booking process and assistance that is provided at airports in the UK. The aim was to help better equip them when dealing with a customer call by having a greater awareness from and operational point of view. This was beneficial on both sides and both gained a greater understanding of each other’s roles and needs.

 

Renfrewshire Access Panel

On the 10th May 2019 we met to again prep for our planned open forum and arrange invites etc. We also met to discuss and facilitate planned training for drivers of the Glasgow Airport taxis on correct assistance and carriage of PRM passengers.

 

Heathrow PRM Workshop

On the 2-3 May 2019 we attended a UK and Europe wide PRM event where the proposed changes to EC1107/2006 were discussed along with the current IATA guides and codes for passengers and the need for more meaningful information for PRM providers and challenges on the aviation industry to improve pre-notification and assistance provided to passengers. Others issues raised included training and ease of booking process as well as the need to improve the service for all.

 

AOA Joint industry PRM meeting

On the 23 April we attended the AOA PRM meeting and discussions took place around proposed UK passenger charter and specifically around the needs of PRM passengers.  This is running in parallel to a similar CAA workstream and we took actions to ensure that the current Glasgow Airport Charter is still aligned with both.

 

Renfrewshire Access Panel

On the 5th April 2019 we again met with RAP to discuss the agenda and delegates for the Airport PRM forum to be held on the 30th July.

Renfrewshire Access Panel

On the 15th March 2019 we met with Renfrewshire Access Panel to discuss outcomes and actions from the event on the 12th March and to plan the next Airport PRM forum in July 2019. We have also asked to set up a joint meeting with some other user groups and in the first instance have asked to meet with MS society and to meet with one of our local groups with hearing loss.

 

Disability Equality Scotland

On the 12th March 2019 we took part and presented on some of the recent work we have been doing with various disability groups and shared our current performance and feedback etc. with the users groups. Following this in the afternoon we facilitated group discussions with some local disability groups and have agreed to meet individually with some of the groups to share information on the services we offer.

 

Transport Scotland

On the 7th March we took part in the Transport Scotland accessible transport conference, a follow up from the event in Edinburgh in 2018. Transport Scotland has a 10 year plan to imbed their accessible travel framework across all modes of transport and we are working with them to help deliver this plan. Information was shared by a European Commission shared information that consultation is underway to review and update EC1107/2006 and publication expected by third quarter 2019.

 

Disability Equality Scotland

On the 25th of January 2019 we also met with D.E.S. who wanted our help and engagement to run a Renfrewshire accessible transport event which would bring together transport users and ourselves along with other transport providers e.g. buses and taxis. We shared our local contacts and assisted with suggesting local disability groups and agreed to take part in the event in March.

 

Transport Providers Accessibility Forum

On the 25th January 2019 we met again with other transport providers to progress and update actions from the larger accessible transport framework whose aim is to make transport more seamless for passengers with reduced mobility. Discussions included review of training for all staff and how we engage with user groups. Some good practice shared and following talks with First bus we aim to run a similar event which will allow staff to gain a better insight on the difficulties faced by some service user groups.

 

For previous consultations click below:

PRM Consultation 2018 (PDF)

PRM Consultation 2015 - 2017 (PDF)