Skip to Content
Toggle Navigation

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.

 

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 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.

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 John Lennon Airport’s service level waiting target for passengers with Special Assistance at designated areas is detailed below along with our results for April 2016 - March 2017:

  • 10 minutes if booked and within 25 minutes if not booked for 80%
  • 20 minutes if booked and within 35 minutes if not booked for 90%
  • 30 minutes if booked and within 45 minutes if not booked for 100%

 

Departing Passengers - April 2016 - March 2017

 

 

Standard (waiting time once PRM made themselves known)

Target

April

May

June

July

August

September

October

November

December

January

February

March

Pre-booked

Number of PRMs

 

726

1695

1510

1303

1613

1982

1767

1082 1570

1140

1060

1330

10 mins

80%

100%

99.02%

95.45%

98.20%

98.14%

99.27%

92.49%

100%

100%

100% 100% 100%

20 mins

90%

100%

100%

100%

99.87%

100%

100%

95.19%

100%

100%

100% 

100%

100% 

30 mins

100%

100%

100%

100%

99.87%

100%

100%

100%

100%

100%

100%

100%

100%

Non pre-booked

Number of PRMs

 

199

434

460

698

573

344

348

303

322

325

308

373

25 mins 80% 92.33% 100% 100%  100% 100% 100% 95.45% 98.77%  100% 100% 100% 100%

35 mins

90%

94.47%

100%

100%

100%

100%

100%

96.87%

98.77%

100%

100%

100%

100%

 45 mins

100%

100%

100%

100%

100%

100%

100%

100%

99.39%

100%

100%

100%

100%

Standard (waiting time once PRM made themselves known) - For departing PRMs this is the time difference between the time a person first makes themselves known (either in person / phone / buzzer) and when face to face contact is made. For the majority of occasions with airports with manned PRM desks, this should be immediate. This is intended primarily to capture waiting times when PRMs call from designated points or from unmanned PRM desks. 

 

Arriving Passengers - April 2016 - March 2017

 

 

Standard (waiting time once PRM made themselves known)

Target

April

May

June

July

August

September

October

November

December

January

February

March

Pre-booked

Number of PRMs

 

664

1914

1541

1432

1528

1912

1940

1246

1447

1260

1050

1346

5 mins

80%

98.42%

98.72%

99.12%

98.10%

98.11%

95.14%

96.91%

100%

97.03%

89.76%

93.90%

90.27%

10 mins

90%

100%

100%

100%

100%

100%

100%

98.12%

100%

98.13%

94.21%

96%

93.91%

20 mins

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

99.78%

Non pre-booked

Number of PRMs

 

227

441

344

613

441

383

487

292

323

292

265

363

25 mins 80% 98.35% 99.36% 98.21% 99.21% 99.31% 99.16% 98.34% 99.66% 100% 100% 1000% 99.72%

35 mins

90%

98.35%

100%

99.44%

99.21%

100%

100%

99.26%

100%

100%

100%

100%

99.72%

45 mins

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

100%

99.72%

Standard (time assistance available at gate from arrival on chocks) - For arriving PRMs this is the time difference between when staff arrive at the gate (or other area) ready to disembark PRMs and the on chox time. It is important that this is recorded for all PRMs (i.e. airports must measure this standard for all staff needed to disembark all PRMs  - and not just based on the first staff member to arrive at the gate). If airports prefer to record the time difference between the time PRMs are actually disembarked and on chox time, this is acceptable although the same targets apply. 

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.