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Airport Assistance

Stansted Airport, Bassingbourn Road, Essex, CM24 1QW

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Access Guide

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Passenger Services (Check In - Assistance Reception)

  • Counter View
    • The counter is located opposite Check-in Zone A.
    • Clear signage for the counter is visible from the entrance.
    • There is step-free access to the counter.
    • There is a clear unobstructed route to the counter.
    • There are 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 low (76cm - 86cm) .
    • There is sufficient space to write or sign documents on 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 portable loop.
    • Staff are trained to use the hearing system.
    • The type of flooring in this area is tiles.
    • Assistance is a service for passengers with reduced mobility or passengers who need assistance due to a particular impairment or access concern.
  • 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.
    • There are display screens showing flight information and a water dispenser in the reserved seating area.

Generic (Autism and Hidden Disabilities - Check-in)

  • By wearing a Sunflower Lanyard, it will discreetly indicate to staff that you have a hidden disability and would like additional support.
  • Staff have been specially trained to recognise the lanyard and act accordingly by providing you with any extra help you may need during your journey through the terminal.
  • Travelling can be challenging for children on the Autistic Spectrum, particularly when it is a break in their routine.
  • Those who would benefit from the Fasttrack security lane, wearing a Sunflower Lanyard, are welcome to request access.
  • This is to try and reduce waiting and queueing times going through security and passport control as these areas can get very busy.
  • Lanyards can be picked up from the assisted travel reception desk.

Passenger Services (Departure Lounge - Near Lift to Gates 40-59)

  • Counter View
    • The counter is located at the rear of the departure lounge.
    • 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 low (76cm or lower) .
    • There is sufficient space to write or sign documents on the counter.
    • The counter is staffed.
    • There is a hearing assistance system at the counter.
    • The type of system is a portable loop.
    • The hearing assistance system is signed.
    • Staff are trained to use the hearing system.
    • The type of flooring in this area is carpet.
  • 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.

Toilet with Adaptations (Assistance Waiting Area - Departure Lounge - Near Departure Gates 40 to 59 - Left Hand Transfer)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • This accessible toilet is located to the right of the waiting area.
    • There is step-free access into the accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • There is tactile, pictorial and written text signage on or near the toilet door.
    • The door opens outwards.
    • The door is heavy.
    • The door is locked by a lever twist.
    • The width of the accessible toilet door is 109cm (3ft 6in).
    • The door has a horizontal grab rail.
    • The dimensions of the accessible toilet are 160cm x 220cm (5ft 2in x 7ft 2in).
    • The accessible toilet does have an unobstructed minimum turning space of 150cm x 150cm.
    • The toilet has a non-slip floor.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the left.
    • The lateral transfer space is 90cm (2ft 11in).
    • There is a flush, however it is not on the transfer side.
    • There is a spatula type lever flush.
    • There is a dropdown rail on the transfer side.
    • There is an emergency alarm .
    • The emergency pull cord alarm is fully functional.
    • There is not a flashing fire alarm beacon within the toilet.
    • Disposal facilities are available in the toilet.
    • There is a/are female sanitary and non-infectious waste disposal units.
    • There is not a/are not coat hook(s).
  • Position of Fixtures View
    • There is a/are wall-mounted grab rail(s) available.
    • As you face the toilet the wall-mounted grab rail(s) is/are on both sides.
    • There is a vertical wall-mounted grab rail on the transfer side.
    • There is a horizontal wall-mounted grab rail on the opposite side of the seat to the transfer space.
    • There is a mirror.
    • The mirror is placed at a lower level or at an angle for ease of use.
    • There is a shelf next to the toilet.
    • The shelf is at a height of 89cm.
    • The toilet has a cistern.
    • The height of the toilet seat above floor level is 48cm (1ft 6in).
    • There is a toilet roll holder.
    • The toilet roll holder can be reached from seated on the toilet.
    • The toilet roll holder is placed higher than 100cm (3ft 3in).
    • The height of the toilet roll holder is 102cm (3ft 4in).
    • There is a wash basin.
    • The wash basin can be reached from seated on the toilet.
    • The wash basin is not placed higher than 74cm (2ft 5in).
    • There are vertical wall-mounted grab rails on both sides of the wash basin.
    • The wash basin tap type is lever.
    • There is a mixer tap.
    • Taps have clear markings to indicate hot and cold settings.
    • There is a soap dispenser.
    • The soap dispenser can be reached from seated on the toilet.
    • The height of the soap dispenser is 90cm .
    • There is a towel dispenser.
    • The towel dispenser can be reached from seated on the toilet.
    • The towel dispenser is placed higher than 100cm (3ft 3in).
    • The height of the towel dispenser is 130cm (4ft 3in).
    • There is a hand dryer.
    • The hand dryer cannot be reached from seated on the toilet.
    • The hand dryer is not placed higher than 100cm (3ft 3in).
  • Colour Contrast and Lighting View
    • The contrast between the external door and wall is low.
    • The contrast between the internal door and wall is low.
    • The contrast between the dropdown rail(s) and wall is medium.
    • The contrast between the wall-mounted grab rail(s) and wall is medium.
    • The toilet seat colour contrast is low.
    • The contrast between the walls and floor is medium.
    • The lighting levels are good.

Related Access Guides (Assisted Travel Arrivals Area)

  • Passengers are dropped off at the Assisted Travels arrivals area.
  • There is a slight slope to access the building.
  • There is a waiting area and reception desk.
  • There is a toilet with adaptations and standard toilets available.
  • There is a lift from the waiting level up to the passport control and a clearly marked route to passport control.
  • Please follow the link below for the more information.
  • Assisted Travels Arrivals Area link (new tab) - click here.

Accessible Toilet(s) (Assisted Travels Arrivals Reception Area - Left Hand Transfer)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • This accessible toilet is located to the left of the reception area.
    • This accessible toilet is approximately 11m (36ft) from the Special Assistance Arrival entrance.
    • There is step-free access into the accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • There is pictorial signage on or near the toilet door.
    • The door opens outwards.
    • The door is heavy.
    • The door is locked by a lever twist.
    • The width of the accessible toilet door is 85cm (2ft 9in).
    • The door has a horizontal grab rail.
    • The dimensions of the accessible toilet are 150cm x 280cm (4ft 11in x 9ft 2in).
    • The accessible toilet does have an unobstructed minimum turning space of 150cm x 150cm.
    • The toilet has a non-slip floor.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the left.
    • The lateral transfer space is 82cm (2ft 8in).
    • The transfer space is obstructed by a waste bin.
    • There is a flush, however it is not on the transfer side.
    • There is a spatula type lever flush.
    • There is a dropdown rail on the transfer side.
    • There is an emergency alarm .
    • The emergency pull cord alarm is fully functional.
    • There is not a flashing fire alarm beacon within the toilet.
    • Disposal facilities are available in the toilet.
    • There is a/are female sanitary and non-infectious waste disposal units.
    • There is a/are coat hook(s).
    • There are coat hooks in the toilet at 107cm and 141cm from the floor.
  • Position of Fixtures View
    • There is a/are wall-mounted grab rail(s) available.
    • As you face the toilet the wall-mounted grab rail(s) is/are on both sides.
    • There is a vertical wall-mounted grab rail on the transfer side.
    • There is a horizontal wall-mounted grab rail on the opposite side of the seat to the transfer space.
    • There is a mirror.
    • The mirror is placed at a lower level or at an angle for ease of use.
    • There is not a shelf next to the toilet.
    • The shelf has the minimum dimensions of 12.5cm x 40cm.
    • The shelf is at a height of 95cm.
    • The shelf is not located where it is reachable.
    • The toilet has a backrest.
    • The height of the toilet seat above floor level is 49cm (1ft 7in).
    • There is a toilet roll holder.
    • The toilet roll holder can be reached from seated on the toilet.
    • The toilet roll holder is not placed higher than 100cm (3ft 3in).
    • There is a wash basin.
    • The wash basin can be reached from seated on the toilet.
    • The wash basin is not placed higher than 74cm (2ft 5in).
    • There are vertical wall-mounted grab rails on both sides of the wash basin.
    • The wash basin tap type is lever.
    • There is a mixer tap.
    • Taps have clear markings to indicate hot and cold settings.
    • There is a soap dispenser.
    • The soap dispenser can be reached from seated on the toilet.
    • The height of the soap dispenser is 101cm .
    • There is a towel dispenser.
    • The towel dispenser cannot be reached from seated on the toilet.
    • The towel dispenser is not placed higher than 100cm (3ft 3in).
    • There is a hand dryer.
    • The hand dryer cannot be reached from seated on the toilet.
    • The hand dryer is not placed higher than 100cm (3ft 3in).
  • Colour Contrast and Lighting View
    • The contrast between the external door and wall is good.
    • The contrast between the internal door and wall is good.
    • The contrast between the dropdown rail(s) and wall is good.
    • The contrast between the wall-mounted grab rail(s) and wall is good.
    • The toilet seat colour contrast is good.
    • The contrast between the walls and floor is good.
    • The lighting levels are good.