Traveling as a disabled person comes with unique challenges, but with the right information, you can ensure a smoother and more accessible journey. This guide will walk you through everything you need to know about getting assistance at the airport, from understanding PRM (Passenger with Reduced Mobility) services to navigating specific airline policies and codes.
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The Terminology
There are multiple different terminologies used to describe getting support or help at the airport or on the plane. I will first discuss these so you understand what they are and what the mean.
Special Assistance
Special assistance seems to be a common term used in the UK to describe the help you can get at the airport. Airlines like Ryanair, EasyJet and Norwegian all recognise this terminology and use it on their websites.
Special Assistance & Airlines I’ve Experienced It With
You can book Ryanair special assistance when booking your flight by selecting certain options when processing the booking. Find out more here.
With EasyJet you can email to book special assistance. You can find their up-to-date email information in this post.
For Norwegian airlines, simply select that you want special assistance when you are booking and then contact them if you need anything specific other than being assigned seats together.
TSA Cares
TSA are the American security system. TSA Cares is a way to get extra help and support at the airports in the USA. You can speak to the TSA Cares team to arrange support. I did an Instagram post about it and you can click here to watch it. If you comment TSA on the post it will automatically send you a link to information about them.
Click here to learn more about TSA Cares.
PRM Assist
PRM (Passenger with Reduced Mobility) assistance is a service designed to help passengers with disabilities or reduced mobility navigate the airport and board the plane. This includes:
- Who is eligible: Any passenger with physical, sensory, or intellectual disabilities that affects their mobility in some way.
- How to request assistance: It’s essential to request assistance at least 48 hours before your flight.
You can use the prmassist app to book and track your support requests, and the link below has links to the app for you to download.
Special Service Request (SSR)
This seems to be the accepted terminology that airlines and airports use behind the scenes. I’ve never heard of any airlines or airports using this code to discuss care with passengers but it does seem to be an official terminology that is used in the flying world.
More Generic Terminology
There are also more general terms used to describe needing or getting special help in the airport or on the plane:
- Passenger Assistance: General term for help provided to passengers with disabilities or reduced mobility.
- Disability Assistance: Specifically refers to support for passengers with disabilities, including help with boarding, deplaning, and moving through the airport.
- Mobility Assistance: Focused on aiding passengers with physical disabilities or those who require mobility aids like wheelchairs.
- Accessible Travel Services: A broader term encompassing all services designed to make travel accessible for passengers with disabilities.
- Medical Assistance: Assistance required for passengers with medical conditions, including those needing oxygen or other medical devices onboard.
- Wheelchair Assistance: A specific type of mobility assistance for passengers who require a wheelchair to navigate the airport or board the plane.
- Travel Assistance Program: Some airlines or airports may use this term to describe their services for disabled passengers or those needing special help.
- Assistance Request: A general term for any request made by a passenger requiring special services, similar to Special Service Request (SSR).
- In-Flight Assistance: Specific to help provided during the flight, such as assistance with seating, restroom access, or medical needs.
- Accessibility Services: A broad term covering all services aimed at making the airport and flight experience accessible to everyone, regardless of physical or cognitive ability.
These terms are often used interchangeably but may have specific meanings depending on the context or the airline/airport policies.
Airline Disability Codes: What They Mean and Why They Matter
Airlines use specific disability codes to categorize the type of assistance a passenger may need. Another way to book special assistance is to add a code to the passenger who needs it. Understanding these codes can help you ensure that you receive the right kind of support. Some common codes include:
- BLND: Blind or visually impaired passengers.
- DEAF: Passengers who are deaf or hard of hearing.
- DPNA: Passengers with intellectual or developmental disabilities.
For a full list of codes and their meanings, visit our guide on airline disability codes.
The Sunflower Lanyard
Another way for people with hidden disabilities to highlight themselves as someone who potentially could need help or support during their time in the airport is to wear a sunflower lanyard. These are an accepted and recognised way for people to get support throughout UK airports, and in more airports around the world. They are available to purchase online and you can get a personalised card with icons that represent your struggles, but you can also pick up free sunflower lanyards in airports in the UK at the special assistance desks.
Learn more about the sunflower lanyard from my Instagram carousel.
JAM Card
The JAM Card is another card that is becoming more widely used and recognised in the UK. JAM stands for just a minute, and it can highlight that you need a little bit more time to do whatever it is you need to do in the airport.
Wings For Autism/Wings For All
If you are in the US, there is also this really cool initiative where airports provide an opportunity for people to have a rehearsal at the airport and practise what they are meant to do on the day of travel. There are multiple aspects to the events and they seem like a really helpful way for people to learn about what is expected of them at the airport and on a plane.
Learn more about Wings For Autism/Wings For All.
You can also sign up here to be alerted when a Wings For Autism/Wings For All event is happening at your nearest airport.
What to Expect When Requesting Assistance at the Airport
Arriving at the airport can be overwhelming, but understanding the process can ease anxiety. Here’s what typically happens:
- Arrival: When you arrive at the airport, look for the designated assistance points. For example, in Edinburgh Airport this a special assistance office which is located outside of the airport before you enter the main terminal building.
- Check-In: Present your booking details and inform the staff that you’ve requested assistance. They should ask you what help you need and arrange for it to happen.
- Security: Assistance staff will guide you through security checks. You should get through much more quickly with their support.
- Boarding: You will be escorted to the gate and they can also come back to you when it is time to board the plane and escort you onto the plane. You can choose to board first or last – whatever you prefer.
Learn more about accessing assistance at the airport from the Civil Aviation Authority.
What to Expect When Requesting Assistance on The Plane
Airlines are required to provide safety instructions in accessible formats. If you need safety briefings in a certain format you should notify the airline as soon as possible.
You can also ask to be seated close to a toilet, and can request help to access the toilet even it that means by wheelchair. Again, you should let the airline know as soon as possible if you have special requests for assistance on the plane.
Frequently Asked Questions
Q: How early should I request PRM assistance?
A: It’s best to request PRM assistance at least 48 hours before your flight. You should request it as soon as possible, because some airlines can cancel your booking if their special assistance is already fully booked – this happened to me with Ryanair and a flight to Malta.
Q: Can I bring my mobility aid (e.g., wheelchair) on the plane?
A: Yes, most airlines allow mobility aids, but it’s essential to notify them in advance. There are specific codes that they add for wheelchair users so make sure to read my article about airline codes and request they add the right code to your booking.
Q: What should I do if I encounter issues with assistance at the airport?
A: Immediately speak to a customer service representative, and don’t hesitate to ask for a supervisor if necessary. There is also a complaints process with the airline and then eventually the Civil Aviation Authority. There are multiple places to take your complaint and you can find out about the process of complaining about special assistance services here.
Learn more about your rights as an airline passenger with a disability here.
Traveling as a disabled person requires extra planning, but with the right information and preparation, you can ensure a more comfortable and stress-free journey. Remember to communicate your needs clearly and take advantage of the resources available to you.