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Liverpool John Lennon Airport welcomes passengers  requiring assistance travelling through the airport.

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

 

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 |

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.

To contact your airline, select from the list:

When you get to the airport, let us know when you have arrived at the airport:

  • We have Yellow call points in the Car parks or you can call 0151 907 1030 between 04:00 & 23:00 if you prefer.
  • Visit the Assistance Reception desk next to the EasyJet ticket desk.
  • Speak to the agent if you are at the check in checking in your luggage.

Arranging help on the day of travel…

If you haven't pre-booked assistance call at the Assistance desk when you arrive. 

The Assistance team will assist you as quickly and efficiently as possible.  You may have to wait while we help those who have booked assistance in advance. 

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

When you arrive at the airport:
  • We have Yellow call points in the Car parks or you can call 0151 907 1030 between 04:00 & 23:00 if you prefer.
  • Visit the Assistance Reception desk next to the EasyJet ticket desk.
  • Speak to the agent if you are at the check in checking in your luggage.

How Can We Help?

How can we help when you are flying from Liverpool?
  • We can help you to lift your luggage and mobility equipment out of your vehicle (We are sorry that we can’t lift persons from vehicles)
  • We can help checking-in baggage.
  • We can help you to your flight in a way that is best suited to your needs.
  • We can take you to the toilet facilities if you wish (We must stay outside of the bathroom at all times but our accessible toilets have plenty of space if you are travelling with a carer).
  • We can take you to  exchange currency, cafés, retail outlets, the picnic area  or the Quiet Space if time permits.
  • We can meet you at the gate if you want to go through without assistance.  If you want us to meet you at the gate to help with boarding, let us know.
  • Our gates have stairs.  Let us know what works best for you.
How can we help when you fly into Liverpool?
  • Getting off the aircraft.
  • Going through passport control.
  • Collecting your luggage.
  • Going through to arrivals
  • Help you to your vehicle or bus
  • Help you with your luggage and/or mobility equipment to your vehicle (We can't lift persons into the vehicle).

Our Car Parks

Our car parks are next to the Terminal

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

  • Fast Track Parking (pre-bookable car park only)
  • Fast Track Family 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.

Assistance Call Points are not available in IPARKS

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 Assistance Reception Desk.

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

The Terminal

  • Hearing Loops  - Are  located at the Assistance desk  at check in, check in desks, security and in the Departure Lounge
  • Toilets - Accessible toilets are available on all levels throughout the terminal. 
  • Changing Place - Please ask for assistance
  • Aspire Premium Lounge - The Aspire Premium Lounge is fully accessible.
  • Ambulift - are available to take passengers and wheelchairs 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.  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

Departure

Walking from the check-in to the departure lounge is around 300 metres. From the departure lounge, it is around 200 metres to the furthest departure gates.  We recommend that all passengers arrive at the airport 2 hours before departure.

Arrival

The furthest gate is around 500 metres walk to arrivals and the closest gate is around 50 metres walk.  Accessible buses will be provided if your aircraft is parked some distance from the terminal. 

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 OmniServ Ltd on arrival.

Electronic mobility aids

Tell your airline 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.

Ostomy Awareness

Assistance team members, security colleagues and airline partners are here to help. Feel free to ask for a private search at security, upgraded accessible facilities have shelving to assist you and cabin crew from EasyJet and Blue Air are aware of your needs.  We are pleased to have been awarded Ostomy Friendly Airport status

Service Standards

Liverpool Airport are for the service provision for customers with reduced mobility and disabilities in line with EC Regulation 1107/2006. Assistance is provided by our partners Omniserv 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 16 - 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.

 

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.