Special assistance at Gatwick

If you need a little extra help, we’re here to assist

Frequently asked questions

Can I take my mobility scooter/wheelchair to and from the aircraft?Yes, make sure your airline is aware of this and ensure that the mobility scooter/wheelchair is clearly labelled with your name and flight number. Please let the Special assistance team in the Departure lounge know as soon as you arrive in the lounge. Depending on which gate your flight departs from it may be necessary to escort you via an alternative route. On your return journey you’ll be able to collect your mobility scooter/wheelchair at the door of the aircraft.

Can I have assistance from the Check in desk?Check in agents can arrange for the Special assistance team to meet you at the check in desk if you’re unable to walk to the Special assistance reception, so please ask if you need this.

Can I get water in the Departure lounge?Yes, water coolers are available in the Special assistance seating area. All restaurants and cafés will provide tap water free of charge.

Where are the accessible toilets at Gatwick?Please refer to the maps on the reverse of this leaflet and ask for assistance if required.

I can walk for short distances. Will I be able to manage without assistance?We have a downloadable guide on the Gatwick website with walking distances and approximate times. If you find yourself struggling please ask for help, we’re here to look after you and ensure your journey is as stress free as possible. There are seats available every 50m throughout the airport.

What special arrangements are there for help whilst going through Security?There’s an Assistance lane for passengers who need extra help or a little more time going through Security. Look out for the dedicated Assistance lane as you approach Security.

Your assistance journeyOn your outward journey On your returnBefore you travel Arrival at Gatwick Security Departure gateCheck-in Departure lounge Arrival Onward journey

Check your terminal.

Designated drop-off bays and staffed Special

assistance reception areas are situated in both terminals. Follow the signs

for Passenger drop-off.

The Special assistance reception areas are located

at the drop-off points on the forecourts, in the check-in areas and in the

Departure lounges.

We can provide assistance at any point in your journey.

Please present yourself at any of the Special

assistance receptions to arrange this.

Please use our Assistance lane where extra help

is on hand.

Private security searches are available on request.

You’ll often be invited to board the aircraft in advance of other

passengers. Personal wheelchairs and mobility scooters will be taken and placed in the aircraft hold.

Please inform a check-in agent if you’re having difficulty queuing for prolonged periods.

If you require assistance to check-in for your flight, or you are unable to stand in a queue, please go to the Special assistance

reception desk first, so a Customer Care Agent can

accompany you.

There are dedicated Special assistance areas

in both terminals.

Make use of our facilities here by asking the

Special assistance team who’ll be pleased to

help.

A food and beverage service within the

Special assistance area is available in the South

Terminal Departure lounge.

The Special assistance team will provide you with assistance to the

aircraft. Please let them know if you have any

condition that requires specific care when

boarding the aircraft.

You’ll wait on board the aircraft until the

other passengers have disembarked. This allows

for more time, space and privacy to help you disembark safely. You’ll

then be assisted through the arrivals journey via Passport control and

Baggage reclaim.

Don’t forget to plan your journey from Gatwick on

your return.

Our journey planner on our website will tell you all

you need to know.

CHANGING PLACES

Changing places are available in the Baggage reclaim hall in North Terminal and just before Passport control in South Terminal.

I’ve a medical condition that requires a private searchIf you would prefer to be searched privately please ask the security officer prior to any search commencing and we’ll arrange this for you. Private searches are witnessed by an additional security officer and you’re welcome to have a travelling companion with you.

I’ve not pre-notified my airline, can I still have some help?Yes, please go to the Special assistance reception desk as soon as you arrive at Gatwick.

What arrangements are available for my assistance dog?All assistance dogs are allowed in the airport. If you’re travelling abroad with your assistance dog make sure it is registered with the Pets Travel Scheme (PETS) and contact your airline beforehand to check any restrictions.

Please refer to: > www.defra.gov.uk > www.guidedogs.org.uk/services

If your dog needs to go to the toilet please speak to a member of our Special assistance team.

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Help us to help you

At the time of booking your flight or up to

48 hours in advance of travelling, please contact

your airline directly or via your travel agent

to book assistance.

Please tell your airline if you intend to take your

own mobility aid such as wheelchair or scooter.

Check with your airline when to arrive at the airport

and allow plenty of time.

If you are unable to book assistance in advance, please make your way

to one of the many help points around the airport, forecourts or car parks or go straight to the Special assistance reception desk.

Spec

ial a

ssis

tanc

e at

Gat

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k

Terminal approachDrop-off areas

South Terminal Lower level North Terminal Lower level

Special assistance reception: Drop-off point Special assistance reception: Drop-off pointHelp points on upper and lower forecourts Help points on forecourts, shuttle station and bus drop-off areaHelp points in car parks Help points in car parks

FROM A23

FROM M23 FRO

MA23

FROMM23

Route for designated drop-off bays

Route for short stay car parks

South TerminalBefore Security

Check-in Level 2

Accessible toiletMale toiletFemale toiletLift

1 Bags etc2 Travelex Bureau3 WHSmith4 Travelex5 TTT6 Boots7 Game Grid10 Whistlestop11 TTT12 British hotel reservations13 Speedlink14 Travelex15 Costa Coffee16 Left baggage / Excess baggage17 Hotelink18 Shopping collection point19 Arrivals shop20 Bus tickets21 Train tickets22 WHSmith23 Boots24 Ted Baker25 Watch Station26 Timberland27 TTT2 Dixons29 Rolling Luggage

Retail

Catering

Services

Back of house

Stairs lifts escalators

Floor public area

Floor passenger areas

30 World of Whiskies31 Virgin Megastore Express32 Best of the Best33 Hugo Boss35 WHSmith36 World Duty Free38 Harrods39 The Clarins Studio41 Goldsmiths42 Fat Face43 Sunglass Hut44 Borders45 Caviar House Seafood Bar46 47 Chocolates48 Travelex Bureau49 Special Assistance Phone50 Oversized baggage51 UK Arrivals meeting point52 Special Assistance Desk53 HM Customs54 Cash machine67 Customs VAT Office68 Caviar House

4

4

5

6

78

1

2

1314

20

20

11

1516

17

18

23

24

22

25

21

876

5

4

1

3

2

1019

12

9

Train station and shuttle to

North Terminal

Exit to:Long & short stay car parks

Car rentalCoach station

TaxisHilton Hotel

Smoking area

Exit fromTrain station

Up to The Village

Exit to:Long & short stay car parks

Car rentalCoach station

TaxisHilton Hotel

Smoking area

Up to Security

Up to Security

Up to Security

Lifts and stairsfor local buses

Lifts toArrivals Lounges

Stairs for local buses

InternationalArrivals

International departures lounge

To Gates 1 - 10

To Airline lounges

To Gates 11 - 95

Costa Coffee at Gates 23-28 and 31-38

WHSmith andWorld Duty Freeat Gates 31-38

From flight connections

Lifts to Train station

platforms 1-6

Lost property on Ground floor

Arrivals

Zone B check-in

To Bloc Hotel(in stairwell)

Special assistance reception desk and reserved seating

South TerminalAfter Security

Exit from Security

Access to British Airways lounge

Departure lounge Upper level

Accessible toiletMale toiletFemale toilet

LiftRestaurant / CaféDisabled changing

Special assistance area and reserved seating

North TerminalBefore Security

1

38

7

9

10

18

11 17

16

12

19

21

20

27

29

35

30

28

36

37

38

39

40

41

34 42

Zone C

3332

31

2625

24

23

22

15

1413

6

2

4

5

Flight ConnectionsEntrance

To Gates 57 & 58

To Gates 59 - 63

Zone A

88

Assistanceand familysecurity

Security

Entrance

Zone D

Zone E

Zone B

Zone A

Zone C

Premiumlane

Special assistance reception desk and reserved seating

Check-in Level 2

Accessible toiletMale toiletFemale toilet

LiftRestaurant / CaféCheck-in

North TerminalAfter Security

4

Entrance

Zone A

Zone A Zone B

Zone D

Zone D

Zone E

Zone F

Entrance

Departures

Entrance

Entrance

5

6

1

77

7

7

3

5

2

Exit from Security(Autumn 2017 onwards)

To Gates 45-55, 101-113 & Lounges

Exit fromFlight connections

Exit from Security

To Gates 557-574

Special assistance area and reserved seating

Departure lounge Lower level

Accessible toiletMale toiletFemale toilet

Lift

Restaurant / CaféBar / Pub