Assistance works best when booking, airline, airport and ground teams share clear information.
Plan the whole journey
A traveller may need step-free routes, accessible information, help through security or a transfer to the aircraft. The journey crosses airline, airport and handling responsibilities; planning each point separately can leave gaps at the handover.
Request and confirm assistance
Passengers should tell their airline about specific needs as early as practical and check the applicable local process. Requirements and service arrangements vary by country and operator. ACI promotes accessible airport design and services across the passenger journey.
Check the final connection
A gate change or short transfer can undo an otherwise good plan. Confirm meeting points, equipment and onward assistance with the relevant provider. Accessibility is an operational service, not merely a building feature.
Coordinate the handover points
An accessible journey can involve an airline, airport assistance team, security, ground handler and connecting carrier. The greatest risk is often a missed handover between them rather than a single inaccessible space. Before travel, record the assistance requested, the mobility equipment involved, the connection and the contact point at each airport. Confirm arrangements again when the itinerary changes.
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