Industrial Action by Arriva Drivers in the North West: There is strike action planned by Arriva bus drivers on Monday 23rd and Monday 30th October. Any customers who use Arriva local bus services to/from the Airport, should consider alternative travel arrangements. Read More

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Liverpool John Lennon Airport welcomes passengers with a range of needs requiring assistance whilst travelling through the airport.

We are committed to making the journey through the airport as easy as possible and hope that the following information will help when planning your journey.

Accessibility Forum - In October 2017 we will be holding an Accessibility Forum at the airport to discuss travelling through the airport and the assistance available - for more information please click here.

Contents

Arranging Assistance  |  Type of Support and Assistance Available  |  Equipment & Facilities  |  Walking Distances  |  Autism Awareness  |  Assistance Dogs  |  Electronic Mobility Aids  |  Service Standards | Working with Disability Groups | Guide to your Journey through the Airport | Accessibility Forum

Arranging assistance

If possible, pre-book…

When you book your flights or holiday please tell your airline or travel agent what type of help you need, at least 48 hours in advance of your flight. The airline or travel agent will then get in touch with the airport so that we can assist you on your arrival.

To contact your airline, select from the list:

On the day of travel, let us know when you have arrived at the airport:

  • If help is required in the car park, use a call point located near the disabled parking bays or call 0151 907 1030 between 04:00 & 23:00.
  • Visit the Special Assistance Reception desk opposite the Check-In Desks
  • Speak to staff at the Check-In Desk.

Arranging help on the day of travel…

Passengers who have not pre-booked assistance should make their airline aware that they may need help and should also attend the Special Assistance Desk as soon as they arrive at the airport.

Staff at the Special Assistance Desk will endeavour to help as quickly and efficiently as possible, however, priority will be given to those passengers who have pre-booked assistance.

Special Assistance Services can be contacted on 0151 907 1030. Phone lines are open from 04:00 – 23:00.

When you arrive at the airport:

  • If help is required in the car park, use a call point located near the disabled parking bays or call 0151 907 1030 between 04:00 & 23:00.
  • Visit the Special Assistance Reception desk opposite the Check-In Desks
  • Speak to staff at the Check-In Desk.

Type of Support and Assistance Available

Departing Passengers

  • Lifting baggage and/or mobility equipment out of your vehicle (we are sorry that we can’t lift persons from vehicles)
  • Checking-in baggage.
  • Transit from check-in to the aircraft.
  • Moving to the toilet facilities if required (staff must stay outside of the bathroom at all times).
  • Accessing money exchange, cafés, retail outlets, if time permits.
  • If you prefer you can transit the terminal unaided, where the Special Assistance staff will agree to meet you in the departure lounge to help you board your flight.
  • Boarding the aircraft, with lift-on, if required.

Arriving Passengers -On arrival you will be met and assisted to:

  • Disembark, with lift-off if required.
  • Proceed to baggage reclaim through passport control.
  • Assistance to retrieve luggage.
  • Transit through to the arrivals area.
  • Transit to the car park if you aren’t being met.
  • Car Parks – assistance to lift baggage and/or mobility equipment in to the vehicle (staff should not be expected to lift the passenger in to the vehicle).
  • Bus/taxi pick-up area – assistance with baggage and/or mobility equipment as required.

Equipment and Facilities

Car Parking

Accessible parking bays for Blue-badge holders, are available within the following car parks:

  • Fast Track Parking (pre-bookable car park only)
  • Multi-Storey Car Park
  • Long Stay Car Park
  • Express Drop Off & Pick Up area adjacent to the multi-storey car park – up to 40 minutes free of charge, for more information click here.

There are no accessible bays in the Cheap Parking/iPark Car Park which is approx. 10 minutes’ walk from the terminal building.

Please note that if you are crossing the Mersey using the new Mersey Gateway Bridge, there will be a toll payment system allowing free travel for Blue Badge Holders who have registered in advance and paid a £5 registration fee. Click for more information.

Blue Badge Replacement Scheme 

The airport operates a Blue-Badge replacement voucher scheme, which will allow passengers to retain their Blue-Badge for use abroad. Vouchers are available from the car park office at the ground floor kiosk window of the Multi-Storey car park and from the Special Assistance Reception Desk.

For more information about car parking for Blue Badge holders, please click here.

Telephones - Low-level telephones are available throughout the terminal.

Toilets – Accessible toilets are available on all levels throughout the terminal.

Aspire Premium Lounge - The Aspire Premium Lounge is fully accessible.

Ambulift - >Ambulifts are available to take passengers and wheelchairs up to the aircraft door where the use of aircraft steps isn’t an option.

Wheelchairs - If you need to use an airport wheelchair, or plan to bring your own wheelchair, let your airline or travel agent know when you book.  Please note that during busy periods you may need to wait for an airport chair to become available. You will be able to remain in a wheelchair until you are at the aircraft for boarding if you wish.

Walking Distances

Walking from the check-in to the departure lounge takes about 5 minutes. From the departure lounge, it is approximately a further 10 minutes to the departure gates.  We recommend that all passengers arrive at the airport 2 hours before departure.

For arriving flights the furthest gate is around 10 minutes’ walk to arrivals and the closest gate is around 5 minutes’ walk.  Accessible buses will be provided if your aircraft is parked some distance from the terminal.  Timings do not include time spent passing through airport security on departure and Passport Control on arrival.

Click here for the Airport Terminal Layout Map

Autism Awareness

If you or someone you are travelling with has Autism or ASD, travelling through an airport can be an overwhelming experience. For information on how we can help, including a printable airport guide, please click here.

Assistance Dogs

Plan your journey as soon as possible by contacting your air carrier or tour operator to confirm you can travel with your dog on your chosen route. Check out the following links taking your dog abroad and assistance dog travel. When departing from Liverpool Airport, contact Omni Serv Ltd on arrival.

Electronic mobility aids

Inform your air carrier or travel company that you wish to travel with an Electronic Mobility Aid (EMA) at the time of booking or up to 48 hours before you travel. Your will need to provide the make and model of your EMA and know how to isolate your EMA from its battery supply before it is loaded onto the aircraft.

Service Standards

Liverpool Airport are the responsible airport managing body for the service provision for customers with reduced mobility and disabilities in line with EC Regulation 1107/2006. Liverpool Airport have outsourced this service to Omni serv Ltd

Departures

For pre-booked departing customers

Upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 10 minutes
  • 90% should wait for no longer than 20 minutes
  • 100% should wait for no longer than 30 minutes.

For non pre-booked departing customers

Upon arrival at the airport, once they have made themselves known:

  • 80% of customers should wait no longer than 25 minutes
  • 90% should wait no longer than 35 minutes
  • 100% should wait no longer than 45 minutes.

Arrivals

 For pre-booked arriving customers

Assistance should be available at the gate-room / aircraft side for:

  • 80% of customers within 5 minutes of “on chocks”
  • 90% within 10 minutes
  • 100% within 20 minutes.

For non pre-booked arriving customers

Assistance should be available at the gate-room / aircraft side for:

  • 80% of customers within 25 minutes of “on chocks”
  • 90% within 35 minutes
  • 100% within 45 minutes

Performance at Liverpool Airport for the period October 2016 - September 2017 against these Service Level Agreements can be found below:

Quality Standards - Performance  April 2017 - Sept 2017 
Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  April May June July August September Standard (time assitance available at gate from arrival on chocks ) Target April May June July August September
  Number of PRMs   1600 2018 1879 1844 1790 2321 Number of PRMs   1528 1938 1933 1883 1757 2185
Pre-booked 10 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 93.80%  5 mins 80% 88.29% 89.78% 92.86% 88.74% 91.92% 93.59%
 20 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 10 mins 90% 92.41% 92.93% 94.77% 92.62% 95.05% 95.19%
 30 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  20 mins 100% 99.80% 99.90% 99.64% 98.99% 99.77% 100.00%
  Number of PRMs   363 411 407 395 414 440 Number of PRMs   406 489 471 409 415 462
Non pre-booked  25 mins 80% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 25 mins 80% 100.00% 100.00% 100.00% 98.53% 100.00% 100.00%
35 mins 90% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 35 mins 90% 100.00% 100.00% 100.00% 98.53% 100.00% 100.00%
 45 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00% 45 mins 100% 100.00% 100.00% 100.00% 98.53% 100.00% 100.00%

 

Quality Standards - Performance Oct 2016- Mar 2017
  Departing Arriving
  Standard (waiting time once PRM made themselves known) Target  October November December January February  March Standard (time assitance available at gate from arrival on chocks ) Target October November December January Februray March
  Number of PRMs   1767 1082 1570 1140 1060 1330 Number of PRMs   1940 1246 1447 1260 1050 1346
Pre-booked 10 mins 80% 92.49% 100.00% 100.00% 100.00% 100.00% 100.00%  5 mins 80% 96.61% 100.00% 97.03% 89.76% 93.90% 90.27%
 20 mins 90% 95.19% 100.00% 100.00% 100.00% 100.00% 100.00% 10 mins 90% 98.12% 100.00% 98.13% 94.21% 96.00% 93.91%
 30 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%  20 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 99.78%
  Number of PRMs   348 303 322 325 308 373 Number of PRMs   487 292 323 292 265 363
Non pre-booked  25 mins 80% 95.45% 98.77% 100.00% 100.00% 100.00% 100.00% 25 mins 80% 98.34% 99.66% 100.00% 100.00% 100.00% 99.72%
35 mins 90% 96.87% 98.77% 100.00% 100.00% 100.00% 100.00% 35 mins 90% 99.26% 100.00% 100.00% 100.00% 100.00% 99.72%
 45 mins 100% 100.00% 99.39% 100.00% 100.00% 100.00% 100.00% 45 mins 100% 100.00% 100.00% 100.00% 100.00% 100.00% 99.72%

 

Working with Disability Groups

Click here for information.

A Guide to your Journey through the Airport

Together with our assistance provider, Omniserv, we have compiled a guide to your journey through the airport, please click here to view it.

Accessibility Forum

If you would like to join us to meet the airport teams, travellers and disability groups to talk about travelling through the airport and assistance available,

Contact us at [email protected] supplying an email address, name and the topic you would like to hear about.

We will confirm details of your booking within 7 days.

 

We regret that numbers for this event are limited and it won’t be possible to turn up on the day if you have not contacted us in advance.

Getting in touch with Liverpool John Lennon Airport

If you’d like to get in touch with customer services at Liverpool John Lennon Airport, please visit the “Contact Us” page.

World Duty Free - At the Airport - Liverpool John Lennon Airport

At the Airport

From fragrances in World Duty Free, currency at Travelex, to a bite to eat at the Kissing Gate- you'll be spoilt for choice for shopping at Liverpool John Lennon Airport.

Customer Service

Have questions about what to expect at the airport? 

Want to leave us some feedback on your experience?

Click here for the answers to your questions!

Security Information

Before you fly, view the Security regulations and hints and tips to help prepare you for your journey.

Latest News

New routes, community endeavours, investments, destination guides... Get all the latest news and updates from Liverpool John Lennon Airport.