Information for Passengers With Reduced Mobility

Special Assistance provided at the airport

At Inverness Airport, we provide a full range of assistance services to disabled passengers, passengers with learning difficulties and passengers with reduced mobility. This includes collection from the car park and assistance throughout the airport terminal, through security and departures and onto the aircraft. There are limits with regards to providing personal care. For example, we will assist passengers to the bathroom facilities but are unable to provide any further personal care that may be required. Similarly, we are also limited in the assistance we can provide with regard to administering medical treatments and operating medical equipment. If you feel you may need assistance within the bathroom cubicles or with any personal or medical care requirements, you will need to consider travelling with an escort.


How to obtain assistance

Passengers requiring assistance are requested to pre-book all assistance required at least 48 hours before the scheduled time of departure of their flight. This booking should be made with the passenger’s airline carrier, tour operator or travel agent. If this information is not made available within these time frames assistance may be limited or delayed. Carriage by the airline may also be denied. Best efforts will be made at all times to accommodate late bookings for assistance.


Getting to the airport

For general information on getting to Inverness Airport click here.

This includes details for car, bus, train, taxi and executive private hire with links to the bus service and timetable, the National Rail and Albatross Inverness Private Transfer service.


Parking

Disabled parking areas are shown on the car park map.

On entering the airport by road there are 10 disabled parking bays in the short stay car park in front of the terminal building. There are also 18 disabled bays in the long stay car park.

There is a push button call point located within the disabled parking bays which can be used by passengers who require assistance from the car park to the terminal.  There is also a call point at the airport bus stop.

Blue badge holders parking within the short stay car park for more than 72 hours will qualify for long stay parking rates. If passengers require to take their blue badge with them on their travels, a copy should be left displayed inside the vehicle, or the information desk should be notified and given details of the vehicle.

NOTE: Car parking charges may be paid at the Pay on Foot machines or can be paid at the exit points by way of contactless credit/debit card or chip and PIN.  Anyone requiring assistance or qualifying for long stay rates should contact the Information Desk before leaving the terminal building.


Airport Layout

Walking distances are provided below to assist those using the facilities.

Furthest disabled parking bay to terminal building entrance 107m
Furthest parking bay Car Park 1 to terminal building entrance 131m
Furthest parking bay Car Park 2 to terminal building entrance 160m
Furthest bus stop to terminal building entrance 86m
Furthest taxi drop off point to terminal building entrance 40m
Furthest check-in desk to departure gate 124m

Performance Standards

Our Service Level Agreement for departing and arriving passengers is as follows:

Departing PassengersArriving Passengers
For pre-booked departing passengersFor pre-booked arriving passengers
Upon arrival at the airport, once they have made themselves known:Assistance should be available at the gate/aircraft side for:
80% of passengers wait no longer than 10 minutes for assistance80% of passengers within 5 minutes of on chocks
90% of passengers wait no longer than 20 minutes for assistance90% within 10 minutes
100% of passengers wait no longer than 30 minutes for assistance100% within 20 minutes
Subject to pre-notification 100% of departing passengers who are at the designated point within the stipulated time should reach their aircraft in time to allow timely pre-boarding and departure
For non-pre-booked departing passengersFor non-pre-booked arriving passengers
Upon arrival at the airport, once they have made themselves known:Assistance should be available at the gate/aircraft side for:
80% of passengers wait no longer than 25 minutes for assistance80% of customers within 25 minutes of on chocks
90% of passengers wait no longer than 35 minutes for assistance90% within 35 minutes
100% of passengers wait no longer than 45 minutes for assistance100% within 45 minutes
For those that have not pre-notified, the airport will make all reasonable efforts to ensure that passengers reach the gate on time

Our reporting data for Winter 2017/18 can be found here.

Summer 2017 – download pdf


Airport Security

Passengers with reduced mobility have priority access to the security search area with a Fast Track Lane access point which bypasses the general queue.

All passengers are required to remove outer garments such as jackets and raincoats prior to going through the security check. In addition, any medications should be removed from your luggage and notified to the security agent. Where appropriate, these should be accompanied by the necessary paperwork. General items such as insulin devices do not require certification but should still be declared to the security agent.

Our security team are well trained to cater for any medical or mobility requirements. When going through the security check, please make the security agent aware if you have any medical devices on or in your person. If you have any metal implants or devices such as pacemakers, or are restricted to a wheelchair, you will not be required to pass through the metal detector. Instead, you will be given a standard non-invasive security search performed by a security agent of the same gender. There are private rooms available for this upon request.

If possible, medical certificates or doctor’s letters can be shown to the security agent to evidence any medical equipment or implants.

Any mobility aids will also require to be screened. Walking sticks will be put through the x-ray machine, with a temporary wooden replacement available for use by those who are able to walk through the metal detector. Wheelchairs will be physically checked by a security agent including a swab being taken to test for illegal substances.


Mobility Equipment

Our special assistance team have 14 wheelchairs which can be used by passengers who require them. There are also walking sticks available for use whilst going through the security area and yellow reserved seating areas with arm rests and better support than standard seats.

We have ambulifts available for passengers who are unable to use the steps to board the aircraft.

Passengers are able to remain in their own wheelchair from arrival to departure. It may be necessary to use one of our own aisle chairs to board the aircraft from the ambulift and get to the seat as wheelchairs generally do not fit inside the main section of the aircraft. At this point, the wheelchair will be loaded into the cargo bay.

Any electric mobility aids should be prepared for carriage in accordance with the manufacturers and airline guidelines. Generally this entails switching the ignition off with the key. Some electric mobility aids have a circuit breaker which can be switched off while a few require the battery to be disconnected from the wiring harness.

There are two types of batteries:

  • Wet-cell batteries: these are generally not allowed on board flights
  • Dry-cell batteries (including lithium batteries)

For chairs with dry-cell or lithium batteries:

  • the battery can remain attached to the wheelchair provided that it is secure;
  • the terminals do not need to be disconnected if they are already inside a cell case or isolated (to avoid any short circuits);
  • the motor must be disengaged.

Upon arrival at your destination, it is the responsibility of the airline to return your mobility aid to you in the same condition as you left it. Your mobility aid will be returned to you at the earliest possible point, generally as soon as you have disembarked the aircraft. Assistance for boarding and disembarking will be similar.

Temporary replacement of damaged or lost mobility equipment. In the unlikely event that on arrival of your flight you find that your mobility equipment is damage or lost, we will arrange and pay for local providers to supply temporary replacement equipment (albeit not necessarily on a like-for-like basis) or if possible by temporarily lending you our equipment. However, liability for the damage (repairing or replacing the equipment) rests with the airline.


Assistance dogs

Assistance dogs are welcome by all airlines operating from Inverness.

Guide or assistance dogs will only be permitted to travel if you are in possession of an official document provided by a recognised assistance dog training organisation. This must confirm that the dog is a fully-trained assistance dog or is under the control of a trainer. The dog must also be wearing a standard identifying jacket or harness. Please note that on international flights between the EU (plus Croatia, Norway and Switzerland) and the UK, guide or assistance dogs are subject to the UK Pet Passport Scheme. It is your responsibility to ensure that your guide or assistance dog fully meets the requirements of the Pet Passport Scheme.

We cannot accept liability for any animals which are not correctly documented and we recommend that you contact the airport authority of the UK airport in advance of travel in order to confirm Pet Passport details. Contact details are available via the airport websites or you can get advice from the UK Guide Dogs for the Blind Association or from the Defra Pet Travel Scheme helpline.


Accessibility Awareness

Autism Awareness training with Autism InitiativesJuly 2017
Inverness Airport attended Nairn Access PanelFebruary 2018
Meeting with National Autistic SocietyFebruary 2018
New car park drop-off area with assistance call points openedMarch 2018
New wheelchairs x 8 receivedMarch 2018
Hidden Disability lanyards introducedApril 2018
Changing Places accessible changing facility openedApril 2018

Awareness training was carried out by the team from the Autism Initiatives charity based in Inverness.  The focus of the training was on the hidden disability aspects of autism and how staff can help make the journey through the airport far easier.  Around twenty members of the airport team attended and more training and awareness sessions are planned for the near future.

The airport and Special Assistance service provider attended the Panel to brief them on the latest updates at the airport.  These included the introduction of hidden disability lanyards, new mobility equipment and the Changing Places accessible changing facility.

The airport management team met with members of the National Autistic Society to discuss the work we’re carrying out to ensure the airport is accessible for all.  The NAS team promoted the Autism Friendly Award which Inverness Airport has been working towards.  The introduction of hidden disability lanyards and the development of the Autism Friendly visual guide were discussed and both were well received by the NAS.

A new dedicated drop-off area has been introduced in the short-stay car park immediately in front of the terminal building.  The drop-off area is adjacent to the blue-badge parking bays and has several call-points installed which can be used to summon assistance for access to the terminal.

The airport has introduced 8 lightweight aluminium transit wheelchairs to ensure ease of access throughout the airport.  The new chairs also have space for cabin baggage under the seat so customers can transit the airport in comfort.

A brand new accessible changing facility was opened in consultation with the Changing Places Consortium. The room includes a hoist and variable height sink as well as variable lighting and Bluetooth connectivity.  The requirement for this room was highlighted by customers travelling through the airport who found the existing facilities difficult to use.  A spokesperson for Changing Places in Scotland said “It is excellent that Inverness Airport has installed a Changing Places and is making a point that it can be used not just by air travellers, but anyone who needs it who is in the vicinity.”


PRM helpline

Our special assistance service is operated by AGS (Aviation Ground Support) Assist.

To contact AGS Assist by telephone please call 01667 464117 or 07935 956779. If you would prefer to get touch by email, please contact invagxh@agsinv.avinetmail.net

The station supervisor is Robert Kennedy. To contact Robert directly please email r.kennedy@agshandling.co.uk or call 07928 282444.

AGS Assist are available between the hours of 05:00 and 22:30.


Complaints contact details

It is our aim to ensure that every passenger receives the best level of service and is satisfied with the service provided.

If for any reason you are unhappy with the service or treatment you have received and wish to complain you can submit your grievance to us in writing:

  • by post to PRM Satisfaction, Inverness Airport, Inverness IV2 7JB
  • by email to infoINV@hial.co.uk

We will acknowledge complaints within 3 working days of receipt and your complaint will be investigated. We aim to fully respond to all complaints within 10 working days. If your complaint is upheld you will receive an apology and where appropriate, be given details of any action that has been taken to put things right and / or make improvements to the service.

If for any reason you are unhappy with the outcome of your complaint, you can requires a further review which will be carried out under the direction of Head Office, Highlands & Islands Airports Ltd.

If you are still dissatisfied you can ask for your complaint to be looked at by an independent adjudicator.


Download our FREE Connect Magazine

Filled with news, tips, and ideas for your next trip away, our free magazine is your perfect guide to the Highlands – and beyond!

Get Yours Today!