• BE376 2130 MANCHESTER estimated ? 2135

  • BE1534 2220 AMSTERDAM

  • NPT005L 0200 EAST MIDLANDS

  • NPT005K 2325 EAST MIDLANDS

    ROYAL MAIL
  • BE1301 0645 LONDON CITY

  • BE371 0700 MANCHESTER

Offers & Promotions

Latest News

Book your Travel Insurance HERE

Offers & Promotions

Latest News

Omega Holidays from Exeter

Offers & Promotions

Book your Travel Insurance HERE

Latest News

Thomas Cook Holidays from Exeter
Book your Travel Insurance HERE

Offers & Promotions

Flybe from Exeter

Latest News

Book your Travel Insurance HERE

Disability Advice

Access to Air Travel | Special Travel Assistance | Disability Car ParkingReduced Mobility Facilities  | Other Disability Facilities | Feedback, Complaints & Procedures


Access to Air Travel

Exeter Airport is working in accordance with EU Regulation (EC) No 1107/2006 which concerns the rights of Disabled Persons and Persons with Reduced Mobility (PRM) when Travelling by Air and the Equality and Human Rights Commission's Your Rights to Fly.  The regulations are also explained in the Rights for PRM video.


Back to top

Special Travel Assistance

  • Special Travel Assistance from trained staff can be made available for the departing passenger from the point of arrival at the airport and from the inbound aircraft.

  • Special Travel Assistance arrangements may be made at the time of booking with the travel company or no less than 48 hours prior to the day of departure with the airline. e.g:

  • Exeter Airport's service level waiting target for outbound passenger Special Assistance at designated areas is within:
    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%

  • People with Reduced Mobility (PRM) and Blue Badge holders who arrive at the airport by car, and require assistance, should make contact with the car park Customer Service office by using the Call Button at the car park entry barrier (If unable to reach call button - flash headlights to attract the attention on CCTV). The request for assistance will be forwarded to airport Passenger Services staff who will make arrangements to transfer the PRM passenger to the terminal.

    See: Car Parking Procedures for People with Reduced Mobility

  • A Help Point for passengers who have made their way into the terminal is situated at the Information Desk in the check-in hall.

  • Departing passengers requiring Special Travel Assistance should attend the appropriate check-in desk before the minimum check-in time, as stipulated by the airline or holiday company, with the appropriate travel documents.

  • Special Travel Assistance questions, based on the ABTA Checklist for Disabled Travellers, will be asked at the time of the booking or at check-in. The answers to these questions will ensure that passengers receive the service that they need and the airport’s disability facilities (e.g. Ambulift) are made available for boarding the aircraft. Check-in staff should be advised of any need for wheelchair carriage and arrangements will be made for electric wheelchair battery isolation.

  • Special Travel Assistance seats for those awaiting assistance are situated prior to the Departure Channel.

  • A departing Special Travel Assistance passengers travelling without an aide will be assisted to the Security Search Area and on to the Boarding Gate Area in preparation for boarding. If required, further assistance will be available before boarding the aircraft.

  • Passengers with hearing difficulties should inform check-in staff that they may need assistance.  In the event of an emergency these passengers will be guided by airport staff to an assembly point.

  • Passengers must be aware of airline and current DfT Hand Baggage restrictions. Essential medical items for the flight may only be taken into the aircraft cabin if the passenger presents a letter from a doctor confirming the requirement to staff at the Security Search Area.

  • Large amounts of medication should be placed in Hold Baggage unless the passenger presents a letter from a doctor, confirming the requirement for carriage in Hand Baggage, at the Security Search Area.

  • Special Travel Assistance passengers will be given the required assistance by airport staff to enable them to board the aircraft and to be seated.

  • Inbound Special Travel Assistance passengers will be met at the aircraft and taken into the terminal building.  Passengers will be reunited with their baggage and wheelchair. Further assistance will be offered to get Special Travel Assistance passengers to their point of departure from the airport.

  • Exeter Airport's service level waiting target for inbound passenger Special Assistance at the aircraft on stand is within:
    5 minutes if booked and within 25 minutes if not booked for 80%
    • 10 minutes
    if booked and within 35 minutes if not booked for 90%
    • 20 minutes if booked
    and within 45 minutes if not booked for 100%


Back to top

Disability Car Parking


Long Stay


  • Blue Badge holders may use the Long Stay Car Park 2 disability parking bays close to the terminal.

  • The reduced rate in Car Park 2 will be displayed in the search results when using the Car Park enquiry.
     
  • At the airport drive to the Car Park 2 entry barrier and use the call button (Passenger Assistance Point) to notify staff of the need for a space and any requirement for assistance.

  • A copy of the driver’s Blue Badge should be displayed in the vehicle at the time of parking.

  • Persons with Reduced Mobility (PRM) who are not Blue Badge holders, may be advised to use parking bays in Car Park 3 adjacent to the car park shuttle bus shelters. The car park shuttle bus will transfer passengers to/from the terminal.

Short Stay


  • Blue Badge holders, Persons with Reduced Mobility (PRM), and drivers collecting a person with mobility problems may use the Disability Bays in Car Park 1 for drop-off or pick-up. 

  • At one of the Car Park 1 entry barriers use the call (telephone) button, Passenger Assistance Point, to notify staff of the requirement for assistance and/or to request a free period.
    If unable to reach call button - please use Car Park 2 where Customer Service staff will assist.

  • At exit barrier display Blue Badge and use the call (telephone) button to notify staff that you wish to exit the car park.
    If unable to reach call button - please use Car Park 2 where Customer Service staff will assist.

  • Passengers booked into a Long Stay car park may use Car Park 1 for the unloading/loading of baggage free of charge. The request for a free period may be made by using the call (telephone) button.



Back to top

Reduced Mobility Facilities

  • Airport wheelchairs are available for Persons with Reduced Mobility (PRM) in the Arrivals and Departures buildings but a member of airport staff must be notified before use.

  • Tactile drop-curbs and road-crossing points are clearly marked on routes from all car parks.

  • Ramped access for wheelchair users is available into and from the terminal, both airside and landside.

  • Electronic sensors activate doors to the Main Terminal Building and the Arrivals Building.

  • The Information Desk in the main terminal has been designed with a low-level counter for use by those in a wheelchair.

  • Ambulift hydraulic lift vehicles are available to carry passengers who cannot use the aircraft steps.

  • Low loading ramped airside coaches are available for passenger transfer to and from the aircraft.

  • Special toilets with disabled facilities are provided in the Main Concourse, Departure Lounge, Boarding Gate Area and the Arrivals Terminal.  Emergency call cords are provided in the cubicles.

Back to top

Other Disability Facilities

  • Way-finding signs using yellow lettering on a black background, together with illustrated pictograms give directions to main areas of the airport.

  • Braille instruction cards are available at check-in and the Security Search Area for those with a visual handicap.

  • Amplified hearing loops for hard-of-hearing passengers will be made available at the Information desk in the Main Departure Terminal.

  • Leaflet racks for airport and tourism information are situated at wheelchair-user eye level in the Arrival and Departure areas.

  • The airport’s website has the facility to enlarge text for the visually impaired.

  • Provision will be made to handle Assistance Dogs and the airline must be informed of the requirement at the time of booking. 


Back to top

Feedback, Complaints & Procedures


Feedback - European regulations exist to ensure that all passengers have fair access to air travel. Airports are legally obliged to assist any passengers with reduced mobility and the CAA is the UK’s enforcement body for these regulations. Performance data is collected by the CAA on the quality of the assistance given to disabled people and people with mobility issues at UK airports.

The CAA would be grateful if passengers would take part in a short survey to rate the quality of the assistance for those who have recently used the service available to disabled people and people with mobility issues at Exeter Airport.

The survey found here www.surveymonkey.com/s/PRMUK is anonymous and participants will not be asked to provide any personal information which could be used to identify you.

PRM Complaints - Complaints concerning PRM services and facilities will be fully investigated by the Terminal Manager. Where the complaint is justified, actions to improve the situation will be carried out within 24 hours, if reasonable and practical, or as promptly as possible.  If there is a need to make a complaint about the service provided or offer feedback please use the link to Contact Us or telephone 01392 354999

Section 85 of the Civil Aviation Act reqires the publication of Exeter Airport's Compliance with Statutory Regulations and Operating Procedures for Passengers with Reduced Mobility (PRM) document. This information is also available here:


Airport Plan
   

The plan below shows the layout of Exeter Airport.
The distance from:
  • the Car Park 1 disability bays to the terminal is 50 metres
  • the front of the terminal to the check-in desks is 20 metres
  • the check-in desks to security is 30 metres
  • the security to boarding gate is 20 metres
  • the boarding gate to an aircraft is up to 120 metres


   

click to enlarge



Departing PRM assistance outbound - The airport should be informed of Special Travel Assistance requirements 48 hours prior to the day of departure. | The airline or holiday company may make arrangements at the time of the booking on behalf of the passenger or the airport’s Passenger Services Department may be contacted directly. | Where no notification is given prior to the day of departure the airport will make all best endeavours to cater for the needs of the PRM. | PRM and Blue Badge holders may wish to use the Short Stay designated bays in Car Park 1 for the unloading of baggage. | PRM passengers who are not Blue Badge holders will be advised to use parking bays adjacent to the car park Shuttle Bus Shelters in Car Park 3. | The car park Shuttle Bus will transfer passengers from the Shuttle Bus shelters to the Terminal and back to the Shuttle Bus shelter upon return. | Blue Badge holders or the assisting registered carer may use the Long Stay designated parking bays in Car Park 2. | Special Travel Assistance from trained staff will be made available from the point of arrival at the airport. | PRM and Blue Badge holders, who arrive at the airport by car, requiring assistance, should make contact with the car park Customer Service office by using the call button at the car park entry barrier. | The request for assistance will be forwarded to airport a Passenger Services member of staff who will make arrangements to transfer the PRM passenger to the terminal. | A Help Point for passengers who have made their way into the terminal is situated at the Information Desk in the check-in hall. 

Special Travel Assistance Help Point - The Special Travel Assistance Help Point at the Information Desk in the check-in hall is staffed from 05:00 until 19:00. | When unattended signage will be in place to advise passengers that information will be on available at the check-in desk.

Early arrival at terminal - PRM passengers who arrive prior to the opening of their flight’s check-in will be asked to use the Special Travel Assistance waiting area situated prior to the Departure channel. | Their collection will be at the commencement of check-in or 90 minutes before scheduled departure.

Passengers at check-in
- Where practical and appropriate the PRM will be taken directly to the check-in desk and introduced to the check-in agent. | Assistance will be offered during the presentation of travel documents and to load any baggage onto the check-in conveyor belt. | Special Travel Assistance questions, based on the ABTA Checklist for Disabled Travellers, will be asked to ensure that passengers receive the service that they need and that the airport’s disability facilities are made available for boarding the aircraft. | Check-in staff should be advised of the need for wheelchair carriage and arrangements will be made for electric wheelchair battery isolation. | All baggage items, including wheelchairs, will be baggage tagged.

Acceptance by the airline
- PRM passengers will only be assisted to departures if they are accepted for carriage by the airline and in possession of an appropriate boarding card.

Assistance to Departures - After check-in a PRM, requiring assistance, may be asked to wait at the Special Assistance Waiting Area prior to the Departure Channel until it is convenient to proceed to the Security Search Area. | The Security Search Area will be negotiated with the assistance of security staff. | A disability seat can be made available during a screening search. | The PRM will then be taken to the Special Assistance Waiting Area at the boarding gate unless there is a request for use of other airport facilities and services.

Assistance in Departures - PRM passengers wishing to use catering and retail outlets will be offered assistance to the facility where their staff will take on the assistance responsibility until pre-boarding. | A PRM requesting use of a toilet will be escorted to the door of the facility and the assisting member of staff will wait until the passenger is ready to leave. 

PRM aircraft boarding - At the pre-boarding time the passenger will be taken, via the boarding gate where documents need to be examined, to the aircraft. | An Ambulift may be used if the passenger is unable to use the steps to the aircraft.  

Ambulift travelling companions - Each PRM is entitled to take one helper on board the Ambulift. | If this results in children being left unattended then the children may also travel in the Ambulift.

Non-wheelchair using PRM - A PRM who has agreed to walk to the aircraft will be assisted. | The walking transfer must have no negative impact and cause no added stress or inconvenience. | A wheelchair will be provided if the PRM requires one at any time throughout the route.

Alternative to Ambulift - Where there is a need to use a vehicle other than an Ambulift for transport to the aircraft this must be agreed with the PRM.  | This service should only be provided if the disability is such that the mode of transport will have no negative effect on the disability and will not cause added inconvenience.

Transferring into the aircraft
- PRM passengers are to be boarded according to the approved airline procedures. | The PRM is to be assisted onto the aircraft and to their designated seat in the cabin. | A suitable carry/aisle chair may be used for the transfer to the cabin seat. | Hand baggage may be can be stowed in the overhead locker in accordance with airline regulations.

Ease if travel through Departures - Daily checks should be made of the departure and arrival routes to ensure that they are safe and hazard free.

PRM own wheelchairs - The PRM my use their own wheelchair until the boarding of the aircraft. | Electrical wheelchairs and scooters must have the battery disconnected before being taken onto the apron and the PRM will be offered an EDAL wheelchair with a trained agent to assist. | When the passenger has been transferred to their cabin seat, their wheelchair is to be taken to the aircraft hold baggage loading belt or handed to the person supervising the departure of the aircraft who will ensure that the wheelchair is loaded onto the aircraft.   

In the event of a flight delay - Arrangements may need to be made to provide care during lengthy delay periods.  | If light refreshments are issued the handling agent must provide them to the PRM.   

In the event of a flight cancellation - A handling agent must assist the PRM to collect their off-loaded baggage and assist them to their next point of onward transportation.   

Hotel accommodation in the event of an extended delay - If a PRM needs to be taken to an hotel the event of an extended delay the hotel has should be advised of the passenger’s condition and of any special requirements. | The transfer from the airport to the hotel and the return must be suitable for the PRM.   

Inbound assistance for PRM from aircraft to ambulift - The PRM may need to be lifted from the cabin seat and helped out of the aircraft via a carry/aisle chair with the assistance of the fire crew. The ambulift is to be positioned at the designated aircraft service door.  | The PRM should be assisted onto the ambulift.  The safety procedures should be explained and the PRM together with any companion will be safely secured on board before proceeding to the terminal.   

Assisting PRM on to alternative methods of carriage to the terminal - There may be occasions when there is need to transfer a PRM from the aircraft to a vehicle other than an ambulift or by foot to the terminal building.  This must be done in agreement with the PRM and the transfer must be as safe and as efficient as the ambulift transfer. | If at any time during the walking process the PRM requires a wheelchair, one must be provided as soon as possible to continue their journey.   

Assisting PRM through International Arrivals passport control - A PRM arriving from an international flight should be taken through the appropriate access door and to the front of the Border Control Point. | The assisting staff member should stand at a discreet distance from the desk to allow the Border Control Officer and PRM to have a private conversation. | If assistance is requested to help produce any paperwork then assist may be given.   

Assisting PRM to and at the baggage carousel belts
- A PRM will be assisted to the International Arrivals or Domestic Arrivals baggage carousel and their baggage will be identified and taken off the belt.  

Assistance of PRM through HMRC channels - Once baggage has been collected the handling agent should take the PRM and their baggage through the Revenue and Customs channel and to their next point of onward transportation. | If the PRM is stopped by a Revenue & Customs officer the handling agent should assist with baggage. | The handling agent must stand at a discreet distance to all allow for privacy during an investigation.   

Assistance of a PRM through to first point of onward transportation - A PRM should be assisted there with their baggage to their onward travel point. This may be the short stay car park, taxi rank, bus stop car park shuttle stop. | The PRM may need assistance to settle their car parking fee at the pay-on–foot machine or at the car park customer service office.   

Waiting and onward transportation - If the onward transportation for a PRM is not available at that time of arrival they will be offered the opportunity to wait in the main concourse area.  If onward travel is unplanned, advice is available from the Information Desk.   

Assistance to complete a “Property Irregularity Report” (PIR) - In the event of the baggage of a PRM being lost or damaged the handling agent may be required to assist the PRM to complete the PIR.

Return of mobility aids to PRM - Wheelchairs and other mobility aids that have been transported in the hold will be carried from the aircraft and returned to the handling agent and PRM in the at the oversize baggage area.   

Loss or damage of any mobility aids due to the mishandling of baggage - Airport wheelchairs may be loaned to a PRM in the event of their mobility aid being lost or damaged to the point that it is not fit for purpose.  | Details of items loaned will be kept and arrangements made for the return of the equipment once an alternative is available.   

Return of wheelchairs to collection points - Wheelchairs should be available at the appropriate points at all times and regular checks will be made to ensure that they have not been left in inappropriate areas. 

PRM in transit between flights - A PRM transiting between flights must be assisted from their inbound aircraft and taken through the normal arrival or transit procedures. They will be assisted to their point of check-in and/or to the Security Search Area and normal PRM procedures will then apply.   

Evacuation Chairs - In the event of an evacuation of the terminal building the appropriate members of staff must be sent to any areas where a PRM may have difficulty evacuating the building via the stairs and must provide the appropriate assistance to a safe area.   

Aircraft Diversions - Assistance for a PRM on a diverted flight will be provided as soon as possible and procedures carried out to the best ability of the staff on duty.   

Reporting of faulty equipment - Any faulty equipment should be removed and taken out of service for repair. | Replacement equipment should be sought immediately if this has an impact on the ability of the handling agents to carry out their duties.

Operation of equipment - All staff operating PRM equipment must be fully trained in its use.   

Risk Assessments - Risk Assessments must be carried out for:
1.    The operating procedures of all PRM assistance equipment
2.    The handling of PRM
The handling agent must wear appropriate clothing at all times whilst carrying out their duties in accordance with airport safely.   

Information to PRM - The airport provides a dedicated telephone line and email address so that a PRM can obtain specific advice from the handling agent.  | A message may be left by the PRM and the handling agent will contact the passenger at the earliest opportunity.       

Advance bookings - Information from the airline requesting PRM assistance should be passed to the handling department at least 48 hours in advance of travel.     

PRM standard of care - The PRM must be treated with dignity at all times and their handling must be carried out in a safe, appropriate and respectful manner.  | The nature of the disability of a PRM should be treated with discretion at all times and appropriate disability etiquette must be displayed at all times when dealing with a PRM. | Staff will be aware that a PRM may suffer from range disabilities. They will offer empathy, show adaptability and negate the any possibility of any altercation.   

PRM visitors to the airport - Assistance will be provided to visiting PRM (non passengers) as a requirement of the Disability Discrimination Act.  Assistance will not be at the detriment of travelling PRM. 

Assistance Dogs - Flybe will arrange for recognised assistance dogs to travel an aircraft cabin on domestic flights and on international routes from Exeter.  However, there is no animal holding unit at Exeter and the airport is not licensed to bring animals into the country.