Special Assistance

1. Information on the assistance provided at the airport:


You should try to arrive at the airport no later than 2 hours before departure.

Assistance call points are located in the drop off area in the short stay car park, at the assistance desk in the terminal and in the designated assistance area in departures.

Assistance is available from the drop off area until boarding the aircraft and also from arrival to pick up

Assistance provided for departing passengers includes help with checking in, going through security and boarding the aircraft.

Assistance provided for arriving passengers includes help with collecting baggage and going through passport control (if arriving from an international flight)


2. Information on how to obtain this assistance:


Passengers requiring assistance should notify their airline, travel agent or tour operator at least 48 hours in advance. This information is then transmitted to the airport.

On the day of travel, please present yourself at the airline check-in desk or to the Special Assistance Desk (if you have checked in online) within their stated guidelines (most airlines require you to check-in a minimum of 2 hours before departure). You will then be referred to the Special Assistance desk if you require further assistance from the Airport. During peak periods, priority will be given to those passengers who have pre-notified the airline of their requirements.


3. Information on getting to the airport (including car parking for blue badge holders):


Arriving by car:

If being dropped off by car then this should be done at the drop off area in the short stay car park. An assistance call point is located to the right in this area.

Parking:

For parking then please do the following:

  • Prebook for the long stay car park on our website – belfastcityairport.com
  • On arrival at the airport go to the short stay car park and take a ticket from the entry barrier
  • Park in one of the designated parking spaces
  • On return from your journey you will need to go to the airport information desk to get an exit ticket from the car park. All you will need is your blue badge and confirmation of your booking
  • This means that you can park in the short stay car park but be charged at long stay rates
  • Passengers who need to take their blue badge with them to use on their trip can either leave a photocopy of the blue badge in their car or notify the information desk when they come into the terminal

Arriving by bus:

There is a 600 bus service to/from the Europa Bus Station in Belfast – the bus stop is directly in front of the terminal building.

Arriving by train:

There is a train stop at Sydenham with a footbridge across the dual carriageway. There is then an entrance gate to the airport grounds. Once through the gate there is a shelter containing a phone link to request our courtesy vehicle to take you to the terminal.

4. Information on the layout of the airport:


From / To Distance

Departing Passenger Drop-Off Area to Assistance Desk = 200 metres 220 yards

Passenger Drop-Off Area to Check - In = 230 metres 252 yards

Check - In Security to Search Area = 120 metres 132 yards

Security Search Area to Departures = 80 metres 88 yards

Departure Lounge to Furthest Departure Gate = 270 metres 295 yards

Arriving Passengers Furthest Departure Gate to  Arrivals Hall(s) = 340 metres 372 yards

Arrivals Hall(s) to Passenger Pick-Up Area = 200 metres 220 yards


5. Information on performance standards:


Download our Quality Standards Charter here

April 2017 - September 2017 Statistics (Departing)

CAA Departing Stats April - October 2017

April 2017 - September 2017 Statistics (Arriving)

CAA Arriving Stats April to October 2017

October 2016 - March 2017 Statistics (Departing)

Departing Stats from October 2016 to March 2017

October 2016 - March 2017 Statistics (Arriving)

Arriving Stats from October 2016 to March 2017

 

Consumer Council Northern Ireland

Click here to view the Consumer Council Audit - December 2015


6. Information on airport security:


Where medication in liquid form is required to be carried in hand luggage passengers need to have a letter from their Doctor, or their name needs to prescribed on the liquid medicine container

Passengers who are disabled or with reduced mobility are required to be security searched in accordance with direction from Department for Transport.  If unable to walk or go through the metal detector passengers then have a hand search of their person to sufficient depth to ensure prohibited articles are not being carried. Security staff are aware of varying disabilities and will conduct any searches as efficiently and sensitively as possible. Any wheelchairs and or electric mobility aids are subjected to a visual search, hand search and an e trace detection test to ensure that prohibited articles are not being carried.

Where it is deemed necessary or on request from the customer, a private search room can be used. These are located at the rear of the central security search area.

7. Information on mobility equipment:


Passengers who are using their own mobility equipment such as manual wheelchairs, scooters or electric wheelchairs can use them until boarding the aircraft. Similarly, on arrival we will return wheelchairs at the aircraft. Information on make, weight and type of electric wheelchair needs to be advised to the airline as soon as possible.

8. Information on assistance dogs:


Assistance dogs travel with the passengers in the cabin of the aircraft. This information needs to be given to the airline, tour operator or travel agent at the time of booking the flights. If travelling on a direct international flight then procedures need to be followed in conjunction with DARD to ensure compliance with the Pet Travel Scheme.

Further information on pet travel can be found here.


9. Information on PRM helpline:


Telephone number:  02890 935247          
Email: [email protected]

10. Autism in the Air


Belfast City Airport realise how unsettling travelling through an airport and boarding an aeroplane can be for a child on the Autistic spectrum, especially when it’s a break in their routine and they are unsure of what to expect. It can be a stressful journey for both parent and child.

However, this section will take you on the journey through Belfast City Airport, using videos to explain the stages you will go through. There are 5 videos, each lasting about 5 minutes, describing what you will see and hear on your journey. This allows you and your child to watch different aspects of the airport process.In filming these sequences, we took a ‘child’s eye’ view.















The Autism in the Air project was conducted by the Centre for Behaviour Analysis, Queens University Belfast (qub.ac.uk/cba) in collaboration with the PEAT Charity (peatni.org), the George Best Belfast City Airport (GBBCA), and Aer Lingus. The actors in these videos were staff and students from these agencies who volunteered their time free of charge, to help you and your child.

For more information about this project contact Prof. Karola Dillenburger at [email protected] or Nichola Booth at [email protected].


11. CAA Satisfaction Survey


Belfast City Airport would encourage customers who have used our assistance service to complete the short survey below:

CAA Satisfaction Survey


12. Information on how to leave a complaint:


Directly to the airport:  Complete the form on the ‘Contact Us’ section. Please supply all relevant information including date, flight numbers and any other information that is relevant to the complaint.

13. Groups We Work With


IMTAC (Inclusive Mobility And Transport Advisory Committee)

IMTAC provide feedback throughout the year from individuals and groups who live with a wide range of disabilities and Belfast City Airport works closely with the organisation to ensure the feedback is adhered to appropriately and accordingly.

Consumer Council for Northern Ireland

The Consumer Council also provide feedback throughout the year from groups and individuals living with various disabilities. Just as with IMTAC, we work closely with the Consumer Council to review all feedback and ensure we're doing our best to meet the needs and requirements of anyone with a disability travelling through the Airport.

Mind Wise (Mental Health)

Mind Wise is a local organisation that deals with mental health issues. In 2016, we facilitated an Airport visit for a group of Mind Wise members with learning disabilities to come down and familiarise themselves with Airport surroundings and Airport processes.

Guide Dogs NI

In 2016, Belfast City Airport, in conjunction with Aer Lingus, facilitated a training event for Guide Dogs NI. 15 guide dog puppies and their handlers attended in order to familiarise the dogs with Airport surroundings and Airport procedures, form check-in and security right through to boarding an aircraft.

Another training event with Guide Dogs NI and a new batch of guide dog puppies is scheduled for 2017.

Signature

In 2016, Signature delivered some basic sign language training to key members of airport staff (duty managers, PRM employees, Airport ambassadors, security providers etc).

Northern Ireland Assistance Dogs (NIAD)

In early 2017, Belfast City Airport, in conjunction with Flybe, facilitated a training event for Northern Ireland Assistance Dogs. Nine medical alert dogs plus their handlers (puppy parents) attended in order to familiarise the dogs with Airport surroundings and Airport procedures, from check-in and security right through to boarding an aircraft.

We will continue to work with the organisations listed above throughout 2017 and also commit to seeking relationships with other disability groups to ensure we're delivering the best service possible.