Belfast International Airport

Special Assistance

Special Assistance

Information on the assistance provided at the airport.

Persons of Reduced Mobility (PRMs) using Belfast International Airport will be provided with assistance as and when required on their journey through the airport. Belfast International Airport (BIA) have contracted OCS to provide the assistance service. OCS have well trained, competent staff and a range of specialist vehicles and equipment to ensure that every customer has a safe, efficient and comfortable transfer through the airport. On departure, the service is available from the customer’s point of arrival at the airport to their seat on the aircraft. On arrival, the service is available from the aircraft seat to the customer’s onward mode of transport. The OCS Assistance Desk is located to the left side of the Check In Hall. This service is provided free of charge.

Information on how to obtain this assistance.

To obtain assistance, please inform the Airline/Tour Operator when booking the flight or no later than 48 hours before the flight is due to operate. Please advise of the type of assistance required and if any personal mobility equipment such as a powered scooter or wheelchair will be used.

It is also possible to book assistance by direct contact with OCS our Assistance Provider at the airport. Ideally we ask for 48 hours notice but if this is not possible then please inform OCS as soon as possible and plan to arrive well in advance of the flight departure time. In the event of short notice or no pre-notification OCS will make every effort to ensure that assistance is provided to and from the aircraft.

To contact OCS Assistance Provision by telephone call +44 (0)28 9448 4957

By Email: ocs@bfs.aero

Information on getting to the airport

Customers may arrive at the airport by private vehicle, taxi, coach or bus.

Private Vehicle

The Drop Off Zone is located at the front of the terminal, there are two accessible waiting areas reserved for PRMs. There is a shelter beside each waiting area and an Assistance Point in each shelter. Press the green button to request assistance.

There are Help Buttons at each exit of the Drop Off Zone. Please press to contact Car Park staff. A minimum charge of £1 is applied for use of the Drop Off Zone.

Drivers of vehicles unable to access the Drop Off Zone due to the height restrictor should use the accessible waiting area beside the taxi rank. To obtain the minimum charge of £1 drivers should contact Car Park staff via the Help button on the pay station and advise that they were dropping off or picking up a Person of Reduced Mobility.

The Short Stay Car Park and Pick Up Point is located beyond the Drop Off Zone at the front of the terminal building. There are a number of accessible parking spaces in the Short Stay Car Park reserved for Blue Badge holders. There is an Assistance Point beside the accessible parking spaces, press the green button to request assistance. A minimum charge of £1.50 is applied for use of the Short Stay Car Park.

The Main Stay Car Park is further away from the terminal building than the Short Stay Car Park. If parking for up to 1 day, Blue Badge holders should use the Short Stay Car Park where their vehicle parking will be charged at Main Stay Car Park rates on production of their Blue Badge. Customers intending to take their Blue Badge for use on their trip should inform Car Park staff prior to departure.

The Long Stay Car Park has accessible parking spaces reserved for Blue Badge holders. These spaces are located beside each bus shelter and there is a Call Point in each shelter. The courtesy bus may be requested by operating the Call Point button, this will connect to Car Park staff who will arrange pick up. The courtesy bus is fully accessible. Customers intending to take their Blue Badge for use on their trip should inform Car Park staff prior to departure.

All car park entrance and exit barriers and pay stations are fitted with a Help button. Please press to speak with Car Park staff.

Further information on parking arrangements for Blue Badge holders please contact +44 (0)28 94484851.

Pre-book car parking online at www.belfastairport.com or call +44 (0)28 94484851.

Taxi

The Taxi Rank is located beside the Arrivals Hall. There is a Drop Off/ Pick Up point and Assistance Point at the Taxi Rank. Accessible taxis are available.

While the area is staffed an Assistance Point is located at the pay station where the taxi rank and coach park boundaries meet.

Bus

The local services Bus Stop is located outside the pedestrian area at the front of the main terminal building. Regular services to and from Belfast, Lisburn, Antrim and the North West are available. An Assistance Point is located within the Bus Shelter, press the green button to request assistance. All buses are fully accessible, please ask the driver for assistance.

Translink

Express Service 300 to and from Belfast City Centre.

Service 109A to Lisburn/Antrim.

Airporter

Service to Londonderry

Coach

The Coach Park is located to the left of the main approach road to the terminal building. An Assistance Point is located where the coach park and taxi rank boundaries meet.

Off-Site Car Parks

Cosmo and McCausland are BIA’s off-site Car Park partners.

Cosmo vehicles are fully accessible and drivers are trained to provide assistance on request.

McCausland’s drivers are insured to take the customer’s vehicle to the Drop Off Zone at the front of the terminal on request.

Cosmo and McCausland buses drop off and pick up from designated shelters in the coach park.

Information on the layout of the airport.

BIA has designated points of Departure and Arrival where assistance may be accessed.

Points of Departure:

  • Short stay car park
  • Long stay car park
  • Check In Hall
  • Front of Terminal Building
  • Drop Off Zone

Points of Arrival:

  • Short stay car park
  • Long stay car park
  • Check In Hall
  • Front of Terminal Building
  • Drop Off Zone

Walking Distances

From To Distance in Metres
Drop Off Zone Check In 115
Check In Security 120
Drop Off Zone Gates 10-14 435
Drop Off Zone Gates 16 & 17 455
Drop Off Zone Gate 18 440
Drop Off Zone Gate 21 585
Drop Off Zone Gate 22 660
Drop Off Zone Gate 24 660
Drop Off Zone Gate 25 645
Drop Off Zone Gate 26 625
Drop Off Zone Gate 27 585
Drop Off Zone Gate 28 560
Drop Off Zone Gate 29 580
Check In Gates 10-14 320
Check In Gates 16 & 17 335
Check In Gate 18 325
Check In Gate 21 470
Check In Gate 22 470
Check In Gate 24 545
Check In Gate 25 530
Check In Gate 26 510
Check In Gate 27 470
Check In Gate 28 445
Check In Gate 29 465
Maximum Walking Distance To Domestic Arrivals 275
Maximum Walking Distance To International Arrivals 340
Domestic Arrivals Terminal Exit 150
International Arrivals Terminal Exit 200

Disabled Toilets are located throughout the terminal building in the areas listed below.

  • Check In Hall adjacent to the café
  • Departures Area to the right of Burger King
  • Departures Area to the right of Gate 18
  • Departures Area close to Gate 14
  • Departures Area close to Gate 24
  • Departures Area close to Gate 26
  • International Arrivals beside Baggage Track 4
  • Arrivals Area beside Baggage Track 3
  • Arrivals Area beside Tourist Information kiosk

Information on performance standards

Manual handling of customers on or off aircraft is to be carried out by the Assistance Provider using an airbridge, ambulift or other approved lifting device. Where the aircraft cannot be serviced by these means, other appropriate handling aids will be utilised.

All Assistance Provider staff engaged in the assisting of passengers are to satisfactorily complete appropriate training for each task, disability awareness training and equality training. Training records will be regularly audited by Belfast International Airport (BIA).

All Assistance Provider staff engaged in the operation of equipment are to satisfactorily complete appropriate training for the safe and effective use of all equipment. Training records will be regularly audited by BIA.

All equipment (mechanical or otherwise) utilised by the Assistance Provider must be maintained in accordance with manufacturers guidelines and in good working condition. Equipment maintenance records will be regularly audited by BIA.

The service provider will meet the following levels of service:

For pre-booked departing customers (airline to be notified at least 48 hours in advance) who are at a designated departure point 2 hours prior to their flight.

  • 80% should wait no longer than 5 mins for assistance
  • 90% should wait no longer than 10 mins for assistance
  • 100% should wait no longer than 15 mins for assistance
  • All customers should reach the gate in time to enable timely pre-boarding and departure.

Non pre-booked departing customers:

  • 80% should wait no longer than 15 mins for assistance
  • 90% should wait no longer than 20 mins for assistance
  • 100% should wait no longer than 25 mins for assistance
  • The Service Provider will make all reasonable efforts to get the customer the departure gate on time.

Pre-booked arriving customers:

Assistance should be available at the aircraft for:

  • 100% when the aircraft doors open.
  • International customers to reach the baggage reclaim area within 30 mins of arrival (subject to completion of Border Force formalities).
  • Domestic customers to reach the baggage reclaim area within 15 mins of arrival.

Non pre-booked arriving customers:

Assistance should be available at the aircraft for:

  • 90% within 10 mins of aircraft doors opening.
  • 100% within 15 mins of aircraft doors opening.
  • International customers to reach the baggage reclaim area within 40 mins of arrival (subject to completion of Border Force formalities).
  • Domestic customers to reach the baggage reclaim area within 25 mins of arrival.

The provision of assistance may result in additional time being required to board, consequently customers requiring assistance are requested to present at Check In no less than two hours prior to departure.

No customer receiving assistance shall be left unattended while using a boarding wheelchair or other device in which the passenger is not independently mobile.

BIA will provide training for frontline staff in relation to disability awareness and equality awareness in accordance with the guidance laid down under ECAC Document 30. Refresher training will be provided as appropriate.

BIA will monitor all aspects of quality of service associated with the implementation of Regulation 1107 / 2006 and will conduct regular customer satisfaction surveys.

Complaints or comments regarding assistance provision may be made in person, by telephone, letter, Email or other convenient method to BIA Customer Services for investigation. All complaints will be acknowledged within 5 days and following a thorough investigation we aim to provide a full respond in full within 30 days.

BIA maintain a close working relationship with the Consumer Council for Northern Ireland who provide regular feedback from organisations representing local Disabled Groups.

Complaints or comments should be addressed to :-

Assistance Provision
Customer Services
Belfast International Airport
BT29 4AB

Telephone +44 (0)2894 484317

Mobile +44 (0)7918706319

Email - csa@bfs.aero

Information on airport security.

In accordance with Department for Transport security regulations, passengers with reduced mobility will undergo a full screening process. Screening may include scanning and hand search, this will be carried out in a sensitive manner to meet the regulations and the needs of the customer. It will assist the process if customers advise Security staff of their personal requirements prior to the search commencing. Where appropriate, letters from medical practitioners should be made available to Security staff, this will assist the process. Private search facilities will be made available on the customer’s request. All items of personal equipment such as crutches, walking aids and wheelchairs will be subject to screening, this may include scanning and swabbing.

Information on mobility equipment.

On departure, customers will have the use of their own mobility equipment where appropriate, up to the aircraft door. Customer’s planning to travel with their personal Electric Mobility Aid (battery powered scooter or wheelchair) should provide details of the make and model to the Airline or Tour operator at time of booking. This information will assist staff in ensuring that the batteries are isolated prior to loading of the mobility aid into the aircraft hold.

On arrival, customers will have the use of their own mobility equipment from the door of the aircraft or as soon as possible after arrival.

The service provider will temporarily replace damaged or lost mobility equipment as required under Annex 1 of Regulation 1107 / 2006. This may not be on a like for like basis.

Information on assistance dogs

EU law requires all Community Air Carriers (airlines with a valid operating licence issued by an EU country) to accept recognised assistance dogs and allow them to travel in the aircraft cabin. Assistance dogs may travel if they are registered with The Pet Travel Scheme (PETS) and if allowed by the airline and the destination.

Registered assistance dogs travelling to destinations in the UK do not need to be registered with the PETS.

If you are travelling with a non-EU carrier different rules apply. Whilst many airlines will accept assistance dogs it is worth checking with them directly.

If you are travelling through Belfast International Airport, dog toileting facilities will be made available on request.

Information on the PRM Helpline.

To obtain further information contact OCS Assistance Provision on +44 (0)28 9448 4957 (05.30 – 23.59 hrs) or Email: ocs@bfs.aero

 
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