Planning your Journey

Assistance arrangements have recently changed; BAA Stansted has responsibility at the airport and airlines when you are on board the aircraft. Please find below a useful guide if you require assistance:

• If you have a disability or you experience mobility difficulties and need assistance at the airport, you must inform your airline of your particular need at least 48 hours before you fly. It is advisable to give as much notice as possible for both the outbound and return journey, this way we can ensure you receive the assistance you require. If, however, no notification is made, we will make all reasonable efforts to assist you.
• Even if you are fairly mobile, there can be long distances within airports and therefore assistance might still be required.
• As well as informing the airline, you may wish to inform Mitie, the special assistance provider at Stansted Airport.
• We recommend you arrive at the airport two hours before the published flight time and at the latest present yourself for check in no later than one hour before the published departure time. 

Guide dogs
Assistance dogs can only travel if they are registered with The Pet Travel Scheme (PETS) and if allowed by your airline and holiday destination.

Contact details
Airline telephone numbers.

Service levels
We are committed to providing the highest level of service in a timely manner, please find details of our service level agreement.

Other assistance
Aviation Location Services can help individuals and groups unfamiliar with airport procedures. Departing passengers are accompanied through security into the departure lounge and to the aircraft. Arriving passengers are met at the aircraft and are escorted to the arrivals area in the main terminal building.

To book call +44 (0)7715 171 316.

Passengers with reduced mobility video
New European regulation will shortly guarantee more rights for both the disabled and people with reduced mobility when travelling by air. If this impacts you and you want to find out more, please watch this EU video about the services and assistance that you have the right to receive at all EU airports.