Special Assistance

Preparing for your flight

You must advise your airline of your particular needs at least 48 hours prior to travelling. It will then make arrangements to ensure your requirements are met. If you are planning to travel with your own electric wheelchair, you must advise your airline in advance as some aircraft are restricted to what it can carry.

Please check in at least 90 minutes before the stated time of departure.

Passenger Assistance Desk

A dedicated facility is available at Jersey Airport specifically for those passengers who have PRE-BOOKED assistance directly with their airline. Operated by Swissport, looking after passengers from a number of airlines, including easyJet, Flybe and Jet2. There is no change to the BA passenger assistance process.


Preparing for security

Security staff are available to assist you through the security process and can provide you with walking aids while yours are being screened.

Wheelchairs will inevitably activate the alarm, which will require a hand search of the passenger and chair. If you feel uncomfortable with this process, a private search can be arranged.

At the airport

All shopping, catering outlets and toilet facilities are located on the ground floor. The first floor viewing lounge, which overlooks the aircraft stands and taxiway, can be accessed by lift after clearing security, which is located by the Passenger Assistance desk. For passengers who have confirmed special assistance requests, a passenger assistance waiting area is available immediately after the World Duty Free retail outlet as well as the landside area of the Departures Terminal.

Complimentary use manual wheelchairs are provided at Jersey Airport, should you require one. Hard of hearing induction loops are located in the Passenger Assistance area and adjacent to the Customer Relations Desk in the landside Departures Terminal  as well as in the TV seating lounge in the airside Departures Lounge. 

Only guide and hearing assistance dogs are permitted in the Terminals and must be kept on a lead at all times.


'Hidden Disability' Lanyard Scheme 

Ports of Jersey is striving to enhance the airport journey experience for our vulnerable passengers who may not want to share details of their hidden disability or use the assistance service. 

If this applies to you or someone you're travelling with, we can provide you with a 'Sunflower' lanyard, pin or sticker to wear on your journey. This will easily identify you to staff as someone who may need additional support or understanding. Staff have been specifically trained to recognise these lanyards and act accordingly.

To pick up a lanyard, pin badge or sticker on the day of your departure at Jersey Airport, please visit the Special Assistance Desk in the landside Departures Terminal prior to proceeding to central security search.

If you are already in possession of a similar sunflower lanyard, pin badge or sticker you may use these through the airport as you do elsewhere.  



AccessAble Access Guides 

AccessAble, the organisation that provides Detailed Access Guides has produced a mobile App, which aims to transform the quality and availability of accessibility information. 

The App is available free for IOS and Android; users can create a profile, save their favourites and set their own pwn preferences using AccessAble's Accessibility Symbols. 

The App provides detailed access guides to 10,000s of places across the UK and Ireland, providing step by step descriptions of what accessibility is like at a particular place - they are guaranteed 100% facts, figures and photographs and have been specifically created having been visited by an AccessAble Surveyor.

To check out the App simply download AccessAble from the Apple Store or Google Play Store. Feedback is always welcomed by emailing hello@AccessAble.co.uk or give them a call on telephone (01438) 842710.


Parking

Disabled parking spaces are available in both car parks within easy walking distance of both Terminals.  

For drivers parking in a disabled bay in the main car park a temporary parking permit is available to allow the driver to take their ‘Blue Badge’ off island.

To collect a temporary permit please visit the Customer Relations desk in the Departures Terminal with your Blue Badge and proof of travel.

Payment for parking can be made via the automated pay machines, which are located in both the Departures and Arrivals terminal as well as in the main car park.

If you are visiting the Island you can obtain more information on facilities and services available to you island-wide by contacting Visit Jersey on +44 (0) 1534 448 877.


Distances

Below is a map showing the approximate time and distances in meters of various points within the Airport. There is also a downloadable pdf at the top of the page.



Special Assistance FAQS

If you need special assistance - we're here to help. Find out more below about the different types of assistance Jersey Airport offers, how to book plus any other questions you might have.

How do I know if I will need assistance?

If you have a condition or disability and you feel that assistance from staff at Jersey Airport would make your journey easier, then you should book assistance. From difficulties with mobility, to hidden disabilities like Alzheimer's and ADHD, our staff are on hand to help you every step of the way.

If you have a disability or you experience mobility difficulties and need help to get to your flight, you should contact your airline at least 72 hours before you fly to let them know you need assistance. 

If you arrive at the airport without booking special assistance, please head straight to our Special Assistance Desk located in the Departures Hall and we will try to help as best we can, but we do give priority to passengers who have booked in advance.

Will I still be able to stay with my family or group through security if I have organised special assistance?

If you have booked special assistance and are unable to travel through the airport without a carer or companion, we will ensure that they can accompany you throughout the entire journey. If you are travelling in a larger group then it would be best to nominate one person to stay with you.

Will I continue to get assistance on my flight?

Yes. To get assistance at the airport you need to book through your airline, so they will be aware of your needs. Your assistance will continue for as long as you need it on your journey.

I have a condition/disability but I don't want special assistance, is that ok?

If you feel you don't need assistance through the airport then that is entirely your choice. We do offer a special lanyard for our passengers with hidden disabilities or disabilities they do not want to share details of. This will identify you to staff as someone who may need additional support or understanding and our staff have been trained to recognise the lanyards and assist accordingly.

Can you give me advice about travelling with my guide dog?

Guide and hearing dogs are the only dogs allowed into the terminal buildings except for those animals travelling on flights.

It is important that you make sure your airline is aware that you are travelling with your assistance dog at least 72 hours before you travel so that you are given the support and assistance you require. When you arrive at the airport please go to our Special Assistance Desk where staff will be happy to help you. 

Any dogs travelling out of the UK must be fully vaccinated and micro-chipped and need to be registered with the European Pets Travel Scheme (PETS) and importation rules of other countries outside the EU. 

Can I travel with my own mobility aid?

You are welcome to travel with your own mobility equipment, such as wheelchairs, mobility scooters or walkers, but please do advise your airline in advance.  

If you are travelling with an electric wheelchair or mobility scooter staff will meet you at the departure gate to help you make sure your scooter is safely turned off for the flight or your wheelchair folded. It helps us keep delays to a minimum if you know how your device works in advance. 

Arriving at Jersey Airport

When you arrive at Jersey Airport, your wheelchair or mobility aid should be there as you disembark the aircraft.

Staff will unload your wheelchair or scooter from the hold along with the other baggage that's carried in the hold. Once this has been unloaded it will be brought up to the aircraft door.

In the unlikely event that your mobility aid is lost or damaged during flight, then please report this immediately to the airline. You will need to complete a report in the baggage reclaim hall and you will get a reference number.