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Special Assistance

Belfast International Airport, Airport Road, Belfast, BT29 4AB

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Access Guide

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COVID-19 Information

  • The terminal remains open for passenger operations as normal.
  • The Special Assistance desk is open for all inbound and outbound flights.
  • At least one airside catering unit will be open for all outbound flights.
  • Vending machines and water fountains are available 24/7.
  • The Park and Fly car park (off-site) has been temporarily closed.
  • Parts of the Main Stay and Long Stay Car Parks have also been closed, however all Blue Badge parking remains fully accessible as normal.
  • The majority of Blue Badge spaces are in the Short Stay Car Park, directly outside the terminal building and access to the Assistance Points are unaffected.
  • An external queueing system has been set up under the canopy which runs along the front of the terminal building. This queuing system is in place should room not be available within the terminal itself.
  • The front of the terminal building is served by four entrance / exit doors.
  • As part of a system to segregate arriving and departing passengers, all departing passengers must enter the building via the West Check In Entrance only.
  • The East Check In Entrance has been closed.
  • Both doors to/ from Arrivals remain in use for passengers/ family and friends to make their way to/ from the Arrivals Hall.
  • Sanitising units and queueing systems have been placed so that they have no impact on manoeuvring space.
  • There are numerous hand sanitising stations in situ around the terminal building. They are placed at all entrance and exit points as well as both before and after contact points, such as pre and post security.
  • All departure gate areas have sanitising units installed and in common / seating areas throughout the departures concourse.
  • All retailers and catering outlets also have sanitising units at their entrances.
  • Seating within the terminal building has been rearranged to support social distancing.
  • New queue systems are also in place to support distancing at main gate areas.
  • Catering outlets will have a maximum number of customers at any one time - all tables are spaced to support social distancing measures.
  • There is a one way system in place for departures whereby all departing passengers must enter the building via the West Check In Entrance.
  • From there they can access Check In, Departures and also proceed to the Arrivals Hall / Exit.
  • Arriving Passengers however cannot enter the Departures area without exiting the terminal first.
  • Signage is in place to advise that only one group is permitted in a lift at a time and some areas of the terminal are "Keep Right" or "Keep Left", including some staircases.
  • All one way or one side directions are clearly indicated by way of new signage.
  • Floor markings are in place in all queue areas throughout the terminal and in areas where passengers may congregate such as baggage belts and security loading areas.
  • Signage is in place throughout the terminal on walls, on Flight Information Display Screens and announcements are made via the tannoy system.
  • Directional arrows have also been placed on the floor to support passenger flow.
  • All desks and contact points in the terminal have perspex screens installed including Check In, Departure Gates, Special Assistance desk, Retailers, Car Hire and Passport Control.
  • Two toilet facilities have been temporarily closed - The Lagan Bar and Gate 26. Alternative toilet facilities are located a short distance away. This has no impact on PRM toilet facilities which all remain in use.
  • The Changing Places facility at Gate 18 / The Northern Quarter, remains fully open and operational with an enhanced cleaning schedule.
  • Family rooms and any passenger shower facilities remain open as normal.
  • All staff in the terminal, irrespective of their employer or role are responsible for supporting Covid-19 measures in place.
  • A member of staff will be at the terminal entrance at busy periods to assist.
  • Face masks are mandatory within the terminal building.
  • Anyone who cannot wear a face mask could be asked to provide a medical note for this by their airline/ airline representative or denied the right to fly.
  • We recommend advising your airline at the time of booking of any condition that would mean you cannot wear a mask.
  • Face masks and hygiene kits are available to purchase in a vending machine in the Check In Hall.
  • All Staff in the airport will be wearing face coverings at all times, unless behind a protective screen.
  • An enhanced cleaning regime is in place to include; greater emphasis on contact points such as lift buttons and door handles, all trollies and wheelchairs are sanitised after every use, all surfaces "fogged" with a 72 hour disinfectant spray, all security trays sanitised after use.
  • The airport fully supports the installation and use of the "Stop Covid NI" track and trace app.
  • For more information around COVID-19 and the measure put in place by the airport please click here.

Getting Help and Assistance

  • To book and obtain special assistance and for information please click here (new tab).
  • There is a member of staff available for help and assistance.
  • Staff receive disability awareness/equality training.
  • There is not a member of staff trained in British Sign Language.
  • Team members receive deaf awareness training.
  • There is not a member of staff trained in Irish Sign Language.
  • The alternative formats documents can be provided in include; Braille.
  • There is an assistance dog toilet or toileting area at the venue/nearby.
  • The assistance dog toilet or toileting area is located landside or airside as directed by the Special Assistance Team.
  • Water bowls for assistance dogs are available.
  • There are mobility aids available.
  • The mobility aids available include ceiling track hoists, wheelchairs, shower chairs, hoist slings and mobile hoists.
  • To obtain mobility aids please contact the Special Assistance team in the Check-in Hall.
  • There is a designated place of safety which can be used by people with dementia, autism or learning disabilities.
  • The place of safety is located in the International Departures corridor.
  • For information about the Belfast International Airport Special Assistance Services please click here (opens in new tab).

Getting Here

Check-in Hall

Counter (Special Assistance)

  • Counter View
    • The counter is located to the left as you enter the Check-in Hall.
    • The counter is approximately 20m (21yd 2ft) from the main entrance.
    • The counter is clearly visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • There are no windows, TVs, glazed screens or mirrors behind the counter which could adversely affect the ability of someone to lip read.
    • The counter is not placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is high (110cm+).
    • There is sufficient space to write or sign documents on the counter.
    • There is a lowered section of the counter.
    • The height of the lowered section at the counter is 76cm.
    • There is sufficient space to write or sign documents on the lowered section of the counter.
    • There is a clear knee recess beneath the low/lowered section of the counter.
    • The counter is staffed.
    • There is a hearing assistance system at the counter.
    • The type of system is a fixed loop.
    • The hearing assistance system is signed.
    • Staff are trained to use the hearing system.
    • Signs and universally accepted symbols or pictograms, indicating lifts, stairs, WCs, circulation routes and other parts of the building are provided near the counter.
    • The type of flooring in this area is tiles.
  • Waiting Area View
    • There is a waiting area close to the counter.
    • Access to the waiting area is unobstructed.
    • There is a mixture of seating with and without armrests.
    • There is sufficient space for a wheelchair user to use the waiting area.

Special Assistance

  • Special Assistance is administered by OCS. The OCS Assistance Desk is located to the left as you enter the Check-in Hall. This service is provided free of charge.
  • To obtain assistance, please inform the Airline/Tour Operator when booking the flight or no later than 48 hours before the flight is due to departure. Please advise of the type of assistance required and if any personal mobility equipment such as a powered scooter or wheelchair will be used.
  • The service is available from the passenger’s point of arrival at the airport to their seat on the aircraft. On arrival, the service is available from the aircraft seat to the passenger’s onward mode of transport.
  • There are designated contact points where assistance may be accessed. These may be found in the Coach Park - Call Point 1, Public Bus Stop - Call Point 2, Pick Up and Drop Off Area - Call Points 3 and 4, Short Stay Car Park - Call Point 5 and Check-in Hall - Special Assistance Desk.

Hidden Disabilities

  • For independent passengers with Hidden Disabilities the airport operates a Lanyard scheme.
  • The Hidden Disability Lanyards can be collected from the OCS Special Assistance Desk located in the Check-in Hall on presentation of a boarding card. These can be provided even if special assistance has not been requested and passengers are happy to undertake to travel unescorted.
  • The lanyard informs staff that a passenger may need more time to process information and may require additional time to prepare for check-in and security screening. Staff are trained to use clear language when giving instructions regarding airport processes and to provide assistance in reading departure boards, directional signage and flight information screens. Staff are also aware that passengers wearing a lanyard may need to remain with family or friends throughout the process.
  • Using a lanyard is entirely optional and the lanyard may be kept for future journeys.
  • There is a designated quiet area in the Departure Lounge in the corridor to gates 20 to 28.

Accessible Toilet(s)

  • The nearest accessible toilet(s) is/are located in the Check-in Hall.

Standard Toilet(s)

  • The nearest standard toilet(s) is/are located in the Check-in Hall.