What free help can you ask for at UK airports — and how do you arrange it?

What is airport special assistance — and who is it actually for?

Airport special assistance (sometimes called Passenger with Reduced Mobility support, or PRM) is a free service that all UK airports and airlines are legally required to provide under UK aviation law. It is designed for anyone who finds it difficult to travel independently through an airport — not only people in wheelchairs.

You might qualify even if you walk independently at home. Long terminal distances, heavy queues, and fast-moving crowds can be exhausting if you have a heart condition, arthritis, COPD, anxiety, or any condition that drains your energy or affects your confidence. You are not taking a service away from someone who needs it more — this is designed precisely for situations like yours.

Who can ask for it?

According to the UK Civil Aviation Authority, you can request special assistance if you have:

• A physical disability or reduced mobility, including age-related frailty
• A hidden or non-visible condition such as heart disease, chronic fatigue, dementia, or severe anxiety
• A temporary injury such as a broken leg or recovery from recent surgery
• A sensory impairment including sight or hearing loss

There is no formal assessment or medical certificate required. You simply declare that you need help. Airport staff are not permitted to question or challenge that.

What kinds of help can you actually ask for?

The service is far more comprehensive than most people realise. Here is what airports and airlines are legally required to offer:

• Wheelchair or buggy transport from the airport entrance all the way to your aircraft seat
• Help with check-in luggage — staff will assist you with bags if you are unable to manage them
• Priority queuing at security, passport control, and the boarding gate
• Dedicated assistance lanes so you avoid long general queues
• Help on and off the aircraft, including aisle wheelchairs for those who cannot walk down the aisle unaided
• Assistance on arrival at your destination — the full service applies both ways, not just on departure

All of this is completely free of charge. Airlines cannot legally charge you for special assistance, and you should not be asked to pay.

How do you arrange it — and how far in advance do you need to let your airline know?

The most important step is to notify your airline — not just the airport — at least 48 hours before your flight. Most airlines let you add this at the time of booking through a drop-down menu or accessibility section. If you forget, call their customer service line as soon as you remember.

On the day itself: when you arrive at the airport, look for the Special Assistance desk or help point, usually near the entrance and clearly signed. You can often call ahead from the car park using phone numbers displayed on assistance signs. A member of staff will meet you and guide you through the entire process from there.

One reassuring thing to know: even if you arrive without having booked in advance, airports must still try to provide help. The 48-hour rule is the standard to aim for, but it is not a hard cutoff that means you will be turned away.

What is the Hidden Disabilities Sunflower lanyard — and how do you get one?

The Hidden Disabilities Sunflower is a simple green lanyard with a sunflower pattern. Wearing one is a discreet way to signal to airport staff, security officers, and shop assistants that you have a hidden condition — without having to explain yourself to every person you encounter.

The lanyard is recognised at every major UK airport and at thousands of UK shops, attractions, and public transport hubs. Staff who see it are trained to offer extra time, patience, and support without making a fuss of it.

You can pick up a free Sunflower lanyard at the Special Assistance desk at most UK airports. It does not expire and can be used again and again. If you already have one from a previous trip or from a Sainsbury’s store, any UK airport will accept it. You can also order one online via the official Hidden Disabilities Sunflower website for a small postage fee.

Can you take your own wheelchair or mobility scooter on a flight?

Yes — and this is one of the most valuable things to know. If you use a wheelchair, mobility scooter, or walking frame, you are legally entitled to transport up to two items of mobility equipment in the aircraft hold, completely free of charge. These do not count towards your baggage allowance.

What you need to do: tell your airline when you book, and provide the dimensions and battery type if you have an electric scooter. Battery regulations mean electric mobility scooters need more advance notice. Manual wheelchairs can typically be taken to the aircraft steps and will be placed in the hold there, ready for you on arrival.

A practical tip worth knowing: attach a bright luggage tag or coloured ribbon to your wheelchair before it goes into the hold. It helps staff spot it quickly on the carousel or in the baggage area, and reduces the risk of delays or mix-ups on arrival.

What are your rights if the airport or airline fails to help you?

If you requested assistance in advance and it was not provided — or fell well short of what you needed — you have the right to complain and seek redress. Start with a formal written complaint to your airline or the airport. If that does not resolve things, you can escalate to:

• The Civil Aviation Authority (CAA) — the UK’s aviation regulator, which can investigate complaints about airlines and airports that fail disabled passengers
• An approved Alternative Dispute Resolution (ADR) scheme such as CEDR, if your airline is a member — these can award compensation without you needing to go to court

It is also worth knowing that the CAA publishes an annual Airline Accessibility Report, which ranks UK airlines on how well they serve passengers with disabilities. Checking it before you book can help you choose an airline with a good track record.