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SEND Stanstead Airport Advice

At London Stansted Airport we realise how stressful travelling through an airport can be, especially if you are unsure of what to expect on the day. With this in mind, we are continuously working on ways to identify how we can improve the airport experience for our vulnerable passengers whose difficulties may not be immediately apparent to our staff.

Airport Awareness Scheme - Sunflower lanyard 

London Stansted is pleased to be one of a number of UK Airports using the Sunflower scheme. By wearing our Airport Awareness Sunflower lanyard or floret, it will discreetly indicate to our staff that you have a hidden disability and would like additional support. Our staff have been specially trained to recognise these identifiers and act accordingly by providing you with extra help you may need during your journey through the terminal. To pick up a lanyard or floret at London Stansted Airport, please go to either our Information Desk located in the International Arrivals or the assistance desk in zone A. Alternatively, you can use your Sunflower lanyard obtained from one of the UK airports in the scheme. 

Special Flyer Autism Awareness Scheme 

We understand how challenging travelling can be for children on the Autistic Spectrum, particularly when it’s a break in their routine. Accordingly, we have created our Special Flyer Autism Awareness Scheme.

It entitles the person needing special assistance, and up to three members of their immediate family, access to the FastTrack lanes free of charge. This is to try and reduce waiting and queueing times going through security and passport control as these areas can get very busy. Furthermore, by wearing our Special Flyer Wristband, it will identify you to our staff as someone who may need additional support. To pick up a wristband at London Stansted Airport, please go to either our Information Desk located in the International Arrivals or the assistance desk in zone A.

Booking your assistance

if you need assistance before you get to check-in, you should visit the Special Assistance Desk located in Zone A of the Terminal Departures area or contact our service provider Omniserv by using the designated Assistance Help Points provided.

For any general questions about using this service inside the terminal at London Stansted Airport, please email STN.PRM@airservcorp.com. Please note that responses to this email address will be sent within 48 hours and special assistance cannot be booked via this email address.

London Stansted Airport also operates an airside special assistance desk located just away from the main shopping area. Passengers may be taken through security and asked to wait within this area with a member of staff before being boarded on to their flight.

Please note only one family member can accompany a special assistance passenger onto a mini bus, ambulift or out on to the aircraft side.

Toilets

Unisex accessible toilets are provided on the main concourse and within the departures lounge. Parents travelling with children are welcome to use the unisex accessible toilets.

We are committed to ensuring our accessible toilets are kept in a satisfactory condition at all times and some units, including those in the main departure lounge, are fitted with RADAR keys. Signs on each unit explain how to obtain a key.

For further enquiries about special needs assistance at London Stansted Airport please call 0844 335 1803. If you are deaf or hard of hearing, please call the London Stansted minicom service on +44 (0)1279 663 725.

Help Points

When you arrive at the airport you can request help getting to check-in at any of the Help Phones, located beside the main terminal doors and in each zone of the Short Stay Car Park.

Please be aware at busy times there can be a wait at these help points for assistance. If you are travelling with a family member or companion and they are happy to assist you, there may be wheelchairs available for you to use in the terminal by the special assistance desk.

Security

Our Aviation Security Officers have all received Disability Awareness training ensuring they are aware of sensitivities regarding disabilities. A private search area is available in all Security Search Areas. Walking aids are provided to assist passengers through the Archway Metal Detector (AMD). Seating is available close to the AMD in the search area.

If you need to take liquid medication in your hand luggage, this will be screened using specific equipment.

Who to contact

Contact Name
Special Assistance Team
Telephone
E-mail
STN.PRM@airservcorp.com
Website
https://www.stanstedairport.com/

Other Details

Age Bands
11-14 years old
18-25 years old
Parents and carers
15-17 years old
0-4 years old
5-10 years old
SEN Provision Type
Targeted
Specialist
Universal