Arrange Assistance Before You Fly
If you or someone you’re travelling with needs extra help at the airport, our dedicated Special Assistance team is here to support you every step of the journey. From arrival at the terminal to boarding the aircraft and on return to the airport, we provide a safe, comfortable and dignified experience for all passengers with reduced mobility (PRMs).
To view a copy of our Quality Standards EC Regulation 1107 / 2006, please see below. Passengers who wish to read the Regulation which gives rise to the right to assistance when travelling by air can do so by clicking here.
How to book Special Assistance
Inform your airline at the time of booking. If this is not possible, passengers should book their special assistance with the airline as soon as they become aware they will require it for their journey. Airlines will notify the airport on your behalf of the assistance you have prebooked.
Please submit requests 48 hours before your scheduled departure time to ensure we can provide the assistance required.
On the day of travel
- Arrive early: Please allow a little extra time so we can help you move through the airport comfortably.
- Meeting Point: There is a designated meeting point in the car park and in the main terminal beside our Customer Information Desk. You may press the call button at the designated meeting point in the car park or go to the meeting point beside the Customer Information Desk in the main terminal.
- Check In: Your assistance provider will escort you to your check-in area and assist with your baggage.
- Security: If you have a medical condition which prevents you from going through the electronic detector, advise security staff present so we can adjust screening accordingly.
- Airport Facilities: The airport has accessible toilet facilities; your assistance provider will help you reach them if needed. However, you must be able to use the facilities yourself.
- Boarding: We’ll coordinate with your airline to ensure a smooth, safe boarding process, including lifts when required.
- On arrival (return journeys): Our team will meet you at the aircraft, assist you through passport control and baggage reclaim, and guide you to the designated meeting point in the main terminal or the car park.
Contact Us
If you have any questions about our special assistance service, please contact our Customer Service Team on (00353) 94 9368100
Contact Us
Frequently Asked Questions
What does the term PRM mean?
A person with reduced mobility (PRM) is understood to mean any person whose mobility is reduced due to a physical incapacity (sensory or locomotory), an intellectual deficiency, age, illness or any other cause of disability when using transport and whose situation needs special attention and the adaptation to the person’s needs of services made available to them.
What is PRM assistance and how can I book it?
In accordance with relevant legislation, Ireland West Airport provides free assistance to passengers with reduced mobility (PRM). The type of assistance offered includes the provision of wheelchairs, assistance with embarking and disembarking the aircraft, and guidance through the airport for people who are independently mobile but may have visual impairments, etc. You can arrange assistance through your airline, travel agent or tour operator. To ensure assistance, passengers should notify the air carrier or the tour operator/travel agent of their requirements 48 hours before their intended travel. It is recommended that passengers provide as much information as possible about their requirements at that stage. The air carrier or tour operator will provide these details to the arrival, departure, and transit airports (if applicable). Passengers who wish to confirm that Ireland West Airport is aware of their requirements can contact the Customer Services team directly on (00353) 94 9368100.
Do I need to pre-book Special Assistance?
Pre-booking with your airline at least 48 hours before departure is recommended. We will always do our best to facilitate requests, but pre-booking and pre-notification ensure the correct equipment and proper support are provided.
Where do I go when I arrive at the airport?
Proceed to the designated meeting point in the car park or in the main terminal beside the Customer information desk, where a member of our team will meet you.
What to do at security screening if you have medical devices or implants?
Please inform the security team of any medical devices or implants; alternative screening methods can be arranged where appropriate.
Is there a Changing Places facility at Ireland West Airport?
Yes, Ireland West Airport has a Changing Places facility located in the main terminal beside the arrivals hall. This facility is larger than a standard accessible toilet and includes features like a height-adjustable changing bench and a hoisting system to assist people with disabilities and their carers.
Is Ireland West Airport an Age Friendly airport?
Yes, Ireland West Airport is an age-friendly airport, having been officially recognised by the World Health Organisation (WHO) in June 2022. It was the first airport in the world to receive this status, based on criteria including accessible facilities and an inclusive environment. We pride ourselves on our services for older people, and the airport has introduced specific measures to improve accessibility for older passengers, including new car parking spaces for people with reduced mobility located next to the terminal, dedicated seating next to the boarding gates, clear signage, safe pathways, and accessible toilets throughout the airport.
What services does the airport provide for passengers with hidden disabilities?
In 2023, the airport joined the Hidden Disabilities Sunflower network, offering a discreet way for passengers with hidden disabilities to signal that they may need extra time or support. Passengers with non-visible disabilities who choose to display the Sunflower will be provided with a free Sunflower Lanyard at the Customer Assistance Desk inside the Airport Terminal. Ireland West Airport was the first Irish airport to sign up to the Hidden Disabilities Sunflower network and is committed to making the airport experience as comfortable and stress-free as possible for those with hidden disabilities. All airport staff have received training to recognise the Sunflower and provide support and assistance to those wearing it.
I’m a passenger with reduced mobility and a blue badge holder – where can I park my car at the airport?
Ireland West Airport want to make travel through the airport as easy as possible for passengers with reduced mobility. To this end, we have dedicated reduced mobility parking spaces available next to the Terminal building. All drivers parking in PRM/Blue Badge Parking spaces must ensure their vehicles display the appropriate sticker/badge on the windscreen to identify them as drivers with reduced mobility. If, for any reason, a driver needs to bring this sticker/badge on their journey, please go to the security office in the main terminal to obtain a copy to display in the car while parked. Standard parking rates / online rates apply to PRM / Blue Badge Parking.
Where can I drop off a passenger requiring assistance at the airport?
There is a dedicated drop-off zone in our car park to the front left of the Terminal building. There is an intercom in the drop-off zone for contacting our customer service team to request assistance.
Are assistance dogs allowed at the airport?
Yes, licensed assistance dogs are welcome in the main terminal.