Airports can be challenging environments for elderly passengers and persons with reduced mobility (PRMs), but requesting assistance is a simple way to make their journey smoother. Here’s what you need to know:

When to request assistance  

The best time to request assistance is when you book the flight. Most airlines and booking platforms include an option to request special assistance during the booking process. If you forget, don’t worry — you can usually add it later by contacting the airline directly or using the "Manage Booking" section online.

What services are available  

Services may vary slightly depending on the airline and airport, but commonly include:

1. Wheelchair support through the terminal, including check-in, security, boarding, and disembarkation;

2. Escort services for visually or hearing-impaired passengers;

3. Priority boarding or assistance to and from the aircraft seat;

4. Help with luggage through the terminal;

5. Transportation between terminals, if required.

How to make your request  

Here’s a typical process:

• At booking: Tick the box for special assistance and specify what is needed (wheelchair, visual aid, etc.);

• After booking: Contact the airline’s customer service at least 48 hours before departure to confirm arrangements;

• Directly with the airport: Some airports also allow you to request assistance through their own service desks or websites.

Tips for a smooth experience  

• Arrive early: plan to arrive at the airport at least 2 to 3 hours ahead of your flight to allow enough time for assistance arrangements;

• Have documents ready: ensure the passenger has any required medical certificates if applicable, especially for portable oxygen equipment or other devices;

• Communicate clearly: inform the airline or ground staff of any particular needs or preferences (for example: needing extra time to board, specific seating requests, or assistance during layovers).

Extra notes  

• Assistance services are free of charge in most countries under passenger rights laws (such as EC 1107/2006 in Europe);

• If you are booking for someone else (elderly parent, relative, etc.), ensure they know what to expect and how to identify assistance staff at the airport.

Booking assistance early and confirming it before travel ensures a far more comfortable and stress-free airport experience for elderly or PRM travelers.