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Airport Assistance

Stansted Airport, Bassingbourne Road, Essex, CM24 1QW

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Access Guide

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Assistance Reception - Check-in

  • Assistance is a service for passengers with reduced mobility or passengers who need assistance due to a particular impairment or access concern.
  • The service is managed by Airserv.
  • The reception entrance has no doors and is 185cm wide (this width is adjustable).
  • There is level access into the Assistance reception area.
  • There is fixed seating.
  • Some seats have armrests.
  • The seats are 45cm (1ft 5in) high.
  • There is a reception desk.
  • The desk is 100cm (3ft 3in) high.
  • The desk has a lowered section, which is 76cm (2ft 6in) high.
  • There is a hearing assistance system available.
  • The system is a portable loop.
  • Staff are trained to use the hearing assistance system.
  • There are display screens showing flight information and a water dispenser in the reserved seating area.

Autism and Hidden Disabilities - Check-in

  • By wearing the Airport Awareness Wristband, 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 wristbands 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.
  • The airport run an Autism Awareness Scheme.
  • It entitles the person needing special assistance, and their immediate family, access to the Fast Track 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.
  • To apply for the Autism and Hidden Disabilities Awareness Scheme, please complete the form on the Stansted website.
  • The wristbands come in three colours: pink, blue and yellow.
  • To pick up a wristband at London Stansted Airport, please go to the Information Desk located in International Arrivals.

Assistance Waiting Area - Arrivals Level

  • There are no doors at the entrance.
  • The opening is 206cm wide.
  • There is level tiled access to this entrance.
  • The reception desk is 5m from the entrance and on the left as you enter.
  • It is 72cm high from the ground.
  • There is fixed connected seating at a height of 42cm.
  • Facilities within this waiting area are a television screen showing BBC News, departure screens, a water dispenser and wheelchairs to borrow.

Accessible Toilet(s) (Assistance Waiting Area - Arrivals Level)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • The accessible toilet surveyed is not for the sole use of disabled people.
    • This accessible toilet is located on the right as you enter the waiting area.
    • This accessible toilet is approximately 2m (2yd 7in) from the entrance.
    • There is step-free access to the accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • There is no 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 96cm (3ft 2in).
    • The door does not have a horizontal grab rail.
    • The dimensions of the accessible toilet are 160cm x 220cm (5ft 3in x 7ft 3in).
    • 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 on the transfer side.
    • There is not 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 not fully functional.
    • The emergency pull cord alarm was out of reach (higher than 10cm (4") from floor) when surveyed.
    • 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 not a shelf next to the toilet.
    • The toilet has a backrest.
    • The height of the toilet seat above floor level is 48cm (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 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 78cm.
    • There is not a towel dispenser.
    • 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 poor.
    • The contrast between the internal door and wall is poor.
    • The contrast between the dropdown rail(s) and wall is fair.
    • The contrast between the wall-mounted grab rail(s) and wall is fair.
    • The toilet seat colour contrast is poor.
    • The contrast between the walls and floor is fair.
    • The lighting levels are good.
    • Lighting levels are at least 100 lux at floor level.

Assistance Waiting Area - New Arrivals

  • There is a front and rear entrance to this waiting area.
  • The front entrance is accessed via 3 medium, well marked steps with handrails both sides.
  • The rear entrance is accessed via an easy ramp.
  • The entrance doors are both power assisted, open away from you, single and 103cm wide.
  • There is level access inside with plenty of manoeuvrability, a wood vinyl floor, and fixed seating 41cm high from the ground.
  • There is a reception desk 74cm high from the ground.

Accessible Toilet(s) (Assistance Waiting Area - New Arrivals)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • The accessible toilet surveyed is not for the sole use of disabled people.
    • This accessible toilet is located opposite the reception desk.
    • This accessible toilet is approximately 6m (6yd 1ft) from the entrance.
    • There is step-free access to 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 light.
    • The door is locked by a twist lock.
    • The width of the accessible toilet door is 88cm (2ft 11in).
    • The dimensions of the accessible toilet are 151cm x 226cm (4ft 11in x 7ft 5in).
    • 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 80cm (2ft 7in).
    • There is a flush 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 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 not placed at a lower level or at an angle for ease of use.
    • There is not a shelf next to the toilet.
    • The toilet has a backrest.
    • The height of the toilet seat above floor level is 48cm (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 not a mixer tap.
    • Taps have clear markings to indicate hot and cold settings.
    • There is a soap dispenser.
    • The soap dispenser cannot be reached from seated on the toilet.
    • There is a towel dispenser.
    • The towel dispenser can 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.
    • Lighting levels are at least 100 lux at floor level.
  • Comments View
    • There are 2 similar left hand transfer toilets next to each other.