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Disability Advice

Access to Air Travel | Special Travel Assistance | Disability Car ParkingReduced Mobility Facilities  | Other Disability Facilities | Feedback,  Procedures (including Quality Standards) & Complaints


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. The regulations are also explained in the Rights for PRM video.  Please also see The Equality and Human Rights Commission's Disability and Air Travel and the CAA's Accessible Air Travel document. 


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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%


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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.

  • As the driver's Blue Badge may be required at the destination, a copy should be displayed in the vehicle at the time of parking or presented at the Car Park Customer Service Office before leaving the car park.

  • 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.



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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.

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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. 


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Feedback, Procedures & Complaints


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 an anonymous 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. Participants will not be asked to provide any personal information.

Procedures


The following information is also available within Exeter Airport's Compliance with Statutory Regulations and Operating Procedures for Passengers with Reduced Mobility Quality Standards (PRM) document which is a Section 85 requirement in the Civil Aviation Act.

  • 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 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. 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 and to avoid any embarrassment a private room for security search will be made available on request.
    • 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. 
  • Boarding commitments
    • If a pre-booked PRM arrives at the airport in time for their flight, in accordance with the airline's timings, the airport commits to delivering every passenger to the gate in time for boarding.
    • If a pre-booked PRM arrives at the airport in time for their connecting flight, subject to flights arriving on schedule, the airport commits to delivering every passenger to the gate in time for boarding.
  • 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 or Aviramp may be used if the passenger is unable to use the steps to the aircraft.  
  • Non-wheelchair using PRM
    A PRM who has agreed to walk to the aircraft will be assisted. A wheelchair will be provided if the PRM requires one at any time throughout the route.
  • Transferring into the aircraft
    • A PRM passenger will be boarded according to the approved airline procedures and assisted onto the aircraft and to their designated seat.
    • 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.
  • PRM with own wheelchair
    • PRM own wheelchairs may be used until the boarding of the aircraft.
    • Electrical wheelchairs and scooters must have the battery disconnected before being taken onto the aircraft and the PRM will be offered an airport wheelchair with a trained agent to assist.
    • When the passenger has been transferred to their cabin seat, their wheelchair will be loaded onto the aircraft hold.   
  • In the event of a flight delay
    Arrangements will be made to provide care during lengthy delay periods. If light refreshments are issued the handling agent will assist in providing them.   
  • In the event of a flight cancellation
    A member of staff will assist the PRM to collect any 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 will be advised of the passenger’s condition and of any special requirements.    
  • Inbound assistance from aircraft
    The passenger will be assisted onto the ambulift or off the aircraft using the Aviramp.  
  • Assistance through Border Control
    A PRM arriving from an international flight will be taken through the appropriate access door and to the front of the Border Control Point.   
  • Assistance 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 through Customs channels
    The handling agent will take the PRM and their baggage through the Revenue and Customs channel.
  • Assistance to first point of onward transportation
    A PRM will be assisted with their baggage to their onward travel point. This may be the short stay car park, taxi rank, bus stop car park shuttle stop.
  • Waiting and onward transportation
    If the onward transportation is not available at that time of arrival the passengers will be offered the opportunity to wait in an appropriate area.  If onward travel is unplanned, advice is available from the Information Desk.  
  • Assistance to complete a “Property Irregularity Report” (PIR)
    In the event that baggage is lost or damaged the handling agent will assist with the completion of the PIR.
  • Return of mobility aids
    Wheelchairs and other mobility aids that have been transported in the aircraft hold will be carried from the aircraft and returned to the handling agent and PRM at the oversize baggage area.      
  • PRM in transit between flights
    A PRM transiting between flights will 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.    
  • 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.   
  • Contact Information
    The airport provides a dedicated telephone line and email address in the contact us section of the website.  A message may be left and the handling agent will contact the passenger at the earliest opportunity.           
  • PRM visitors to the airport
    Assistance will be provided to a visiting PRM (non passenger) as a requirement of the Disability Discrimination Act.  
  • 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.     
  • Airport Plan
    The plan below shows the layout of Exeter Airport and the following are distances that need to be travelled:
    • Car Park 1 disability bays to the terminal is 50 metres
    • Front of the terminal to the check-in desks is 20 metres
    • Check-in desks to security is 30 metres
    • Security to boarding gate is 20 metres
    • Boarding gate to an aircraft is up to 120 metres

   

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Monitoring of Disability Services


Exeter Airport is working with Living Options Devon for the monitoring of disability services and standards. Living Options Devon is well respected user-led organisation which works to ensure that people with disabilities can live the life they choose.
Living Options Devon is a registered charity (No. 1102489) and a company limited by guarantee (No. 4925281) with a base in Exeter.

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