Passenger reduced mobility and hidden disabilities services at Manchester Airport.

Scope:

To provide a passenger reduced mobility and hidden disability service at Manchester Airport via a 3rd party specialist.

The 3rd party will provide special assistance to passengers who may need help to travel such as the elderly, those people with a physical disability, such as wheelchair users, and those who have difficulty with social interaction and communication, such as those with autism or dementia.

Help will be provided to those customers from the moment they arrive at the airport and can cover:

— assistance from train station and adjacent car parks to the airport terminal,

— their journey through to departure,

— boarding the aircraft and during the flight,

— disembarking the aircraft,

— transferring between flights, and

— travelling through their destination airport.

Services:

— a booking service that enables the person with disabilities or PRM to notify his/her specific needs and that ensures that these needs are recorded in the reservation system, for notification to all concerned entities in the travel chain,

— a pre-booking service, utilising all aspects of all common and modern media (websites, email, telephone text, etc., both nationally and locally, for all those persons with disabilities and PRMs requiring assistance on departure and arrival),

— assistance from a designated point of set down at the airport to check-in,

— assistance to and from the Airside Designated Zone,

— assistance with registration at check-in and with security processes,

— assistance in proceeding to the gate at the correct time for pre-boarding,

— assistance in boarding and disembarking, including the provision of a suitable service for passengers who require special access to/from the aircraft (in accordance with local or national regulatory requirements),

— assistance in the retrieval of baggage and with immigration, including automated border control facilities where applicable and customs processes,

— assistance from/to connecting flights both for landside and airside, inter and intra terminal connections,

— assistance up to the designated point of onward travel,

— enabling the customer to reach the toilets as well as other airport facilities as requested and reasonable, subject to sufficient time being available,

— providing a wheelchair only service (non-assisted) if requested by passengers.

Note: The airport managing body or the assistance provider may ask for a confirmation of the request.

— adequate assistance in case of (long) delays and/or cancellation of flights (covering the momentary needs of the disabled person or PRM).