Accessible Travel

We want to make sure that your trip goes as smoothly as possible. Our team are dedicated to finding the right holiday to match your needs, whether that be access requirements, reduced mobility, disability (including non-visible) or allergen requirements.  

If you have already booked, please contact our Customer Operations Team on: 01293 762400 or email [email protected] to discuss your specific requirements.

Arranging  assistance

- Please ensure you advise us of your requirements as soon as possible to ensure we can pass this on to your airline(s).  
- We will need to know the following: 

• Are you able to walk through the airport terminal or will you need to make use of a wheelchair (or buggy in larger airports)? 
• Are you able to walk up and down aircraft steps? 
• Are you able to make your way to/from your seat unaided? 

- If you are taking your own mobility device we will need to know the dimensions, make, model & weight. If powered by battery, please have the details of the type of battery to hand too. 

Arriving at the airport 

- If you have assistance booked, we recommend you familiarise yourself with the airport procedures on their websites.  
- The majority of airports have designated meeting points for pre-booked assistance. These may be located at car parks, drop off points or within the terminal building.  

Travelling with medical equipment & medication 

- If you plan on carrying medical equipment and/or medication with you, you’ll need to have a doctors letter or prescription confirming that these are for your own personal use. This will ensure that there are no issues passing through airport security. 

Boarding announcements

- Not all airports make boarding announcements. Please do reach out to a member of staff at the airport information desks if you have difficulties reading the flight information screens. 

Aircraft seating

- Our team can assist with seating requirements. Please let our team know if you have specific seating requirements and they will be able to check availability with the airline. Please note, some airlines may charge a fee for selecting specific seats. 
-  For safety reasons, we may be unable to offer you extra legroom seats (normally located at the front and over wing of an aircraft).  

Assistance when on board the aircraft 

- As long as we have been made aware of all requirements pre-travel, this information will be passed to the on board crew.  
- For safety reasons cabin crew will not be able to assist with administering medication.  

Travelling with oxygen 

- If you are travelling with an Portable Oxygen Concentrator (POC), please make sure that you travel with a copy of the doctor’s prescription. It is also recommended that the battery will last for at least 150% of the scheduled flight duration – to cover any possible delays. 
- If you are travelling with an oxygen cylinder, you will need to ensure you have a doctors certificate (normally dated within the month prior to travel) confirming that the oxygen is for your own medical purpose, detailing what your medical condition is and that you are classed as “fit to fly”. Generally, oxygen cylinders must not exceed 5kg.  

Travelling with severe allergens 

- Please let us know if you have any severe food allergens and we can ensure this is passed on to your airline. 
- We strongly recommend you also advise the on board crew when boarding, who will then be able to restrict the sale of any items which may trigger a reaction and will also be able to ensure other passengers are made aware not to consume certain items when applicable.  

Non visible disabilities

Sunflower Lanyards

- Many airports and airlines now recognise the sunflower lanyard as a symbol of non-visible disabilities. They work by discretely letting the airport and on board staff know that you may need extra support or consideration throughout your journey. If you don’t have a lanyard already, you may be able to obtain one from your airport (please check their website for availability) Alternatively the www.hdsunflower.com webpage has a variety of accessories available.  
- Spanish airports have their own system known as the Hidden Disabilities Badge. The badge is single use and can be obtained on the following webpage https://tramitesyreclamaciones.aena.es/distintivo_di .  

Neurodivergent Traveller Tips 

- Airports are known to be busy places; we recommend giving yourself plenty of time to navigate check-in and security. Most flight check-ins will open 3 hours prior to departure, with early morning flights often having the possibility to drop off any checked luggage the evening before.  
- Make use of any accessible security lanes, which will have less overcrowding.  
- Check the departure board once in the departure lounge. This will advise you when your gate will be assigned and when boarding for your flight will begin.  
- Check your airport webpage. Many airports throughout the United Kingdom are starting to introduce facilities for neurodivergent travellers, such as quiet spaces and sensory rooms.

Booking an accessible room

- Some of our hotels have accessible rooms – with features such as walk in showers or wider doors for wheelchairs. We can reach out to our suppliers to see if they can guarantee these rooms as a condition booking.  
- If you require rooms in a certain area of a hotel such as ground floor, or close to lift; we can request this with the supplier, however please note that requests cannot be guaranteed.  

Dietary requirements & allergens 

- Should you have any specific dietary requirements, please let us know before you book. Our Personal Travel Planners can then check that the hotel(s) you are interested in can cater for any specific needs.  
- Please advise us of any food allergies you have and we can ensure this information is passed on to your hotel(s). We strongly recommend you also meet with the Food and Beverage Manager upon arrival who will be able to work with the restaurant staff to ensure suitable meals are provided for you.  

Airport transfers 

- All of our transfers are private, however depending on your requirements we may need to source alternative vehicles. If private cars are provided, they may not be able to fit mobility aids and a larger vehicle may need to be used.  
- Should you require a more specialist vehicle – such as one with a ramp or lift, please speak to our Customer Operations Team who will be able to reach out to our local provider. There may be additional charges for alternative vehicles. 

Rail travel in Italy 

- Travelling by rail is one of the best ways to move around Italy.  
- Assistance can be provided at all main Italian rail stations, via a local provider known as SalaBlu.  
- We strongly recommend any assistance is booked no less than 72 hours prior to travel and this can be done on the following webpage: https://salabluonline.rfi.it/ 
- Upon arrival at your departure station, please follow the orange and blue signs to the SalaBlu desk. Larger stations will have designated lounges for you to wait prior to your train boarding. 

River cruises 

- Please note that its common for river based vessels to not have any lifts on board.  
- There may also be steps involved when embarking and disembarking the vessel.  
- On occasion, it may be necessary for vessels to moor against each other and you would need to be able to walk across multiple vessels to embark or disembark. This is not advised in advance.  

Mediterranean and Worldwide cruises 

- Large cruise operators generally have accessible staterooms available on all of their vessels. Please advise your Personal Travel Planner at the time of booking if you require an accessible room and they will be able to check what options are available.  
- Should you require assistance at the airport or accessible transfers, please contact our Customer Operations Team prior to travelling. 
- Some ports of call may have shore excursions available for those with accessibility requirements – we recommend you meet with the onboard Shorex team on your first day on board to discuss what activities are available for you in each port depending on your individual requirements.  
- Most cabins have coolers present, however these may not be suitable for any medication which needs to be refrigerated. We suggest that these are stored in the on-board medical centre’s. Please do make us aware ahead of travelling so we can pass the information on to the cruise operator.  
- If travelling with medication, it is recommended that you travel with more medication than you will need to ensure you have a supply in the unlikely event of any delays or disruption to your sailing.

- Our range of escorted touring holidays offer you the perfect opportunity to explore a new destination.
- As these are group tours, they may take place on a coach or a minibus and as such are not recommended if you have difficulties climbing steps. 
- Escorted tours often have a lot of activities planned, so there may be a large amount of walking each day involved. Your Personal Travel Planner will be able to advise on the planned itinerary prior to booking.  
- Should you have any accessibility requirements for the hotels included, please ensure we are made aware of these at the time of booking to ensure we can confirm all requirements with the local suppliers.  

The ABTA Website has lots of tips for travelling with accessibility requirements. Including Airport tips, and Checklists to ensure you have everything covered. https://www.abta.com/tips-and-advice/accessible-travel