Requesting Assistance

If you need assistance at the airport, it’s important that you pre-book the service before your flight. Our guides will help you get organised and find contact details for all airlines.

If you need assistance at London Stansted Airport, please contact your airline or travel agent at least 48 hours before you travel. They’ll take down any important details they need and will inform our Assisted Travel Team.

We work with ABM Aviation to provide assistance services at London Stansted Airport. If you have questions or concerns about our Assisted Travel service specifically here at London Stansted, you can email emailusforconfidence@ABM.com. This is for passengers both departing from and arriving at London Stansted.

Any changes to your booking or questions about assistance once on board should be directed to your airline.

We know that the airport may be an unfamiliar place for many, which can be a worry for those needing assistance. Our Assisted Travel Team proudly operates a select number of Try Before You Fly events each year. These tours last around an hour and are personalised to whatever areas of the airport you want to get to know.

These are popular with newly disabled people who are unfamiliar with the assistance and equipment we offer, as well as customers with autism or neurodivergence.

Unfortunately, you won’t be able to go on any aircraft or any area that's not open to the general public. You’ll need a visitor's airside pass before the event, which we’ll help you get. These events are free of charge, and we'll remove the cost of any parking charges.

To explore tour availability and express which areas of the airport you want to be familiarised with, please email our team at customerservice@londonstanstedairport.com, quoting 'Try Before You Fly'.