Liverpool John Lennon Airport working to promote Accessible Travel for all
We work closely with our assistance partner to offer assisted travel from arrival at the airport through to boarding your flight and the same on return. For those who require and seek assistance our partner works closely with our airline partners. Assistance can be requested at the time of booking.
Assistance available covers a wide range on mobility, audio, visual as well as hidden disabilities. Here at John Lennon Airport, we are here to help and recognise that those with disabilities have expert knowledge when it comes to introducing, delivering and training to assist passengers.
We recognise that many travellers prefer to travel independently. So we would like to thank local and national organisations for their regular input.
Accessibility Consultative Committee
The LAACC meets to represent passengers travelling with disabilities to assist the airport to offer a faster, easier and friendlier passenger journey for all airport users.
We recently hosted a meeting of the Liverpool Airport Consultative Committee (LAACC) on the 5th June 2019, chaired by Andy Wright. The LAACC includes representatives of the following organisations: Autism Adventures; Action on Hearing: SIA ( Spinal Injuries); The Brain Charity; Guide Dogs.Org and the Dementia Action Alliance.
The next meeting of the LAACC is due to take place on the 26th September 2019. If you would like to contact the LAACC directly, please email your contact information to [email protected] for the attention of the LAACC
Accessibility Open Day
If you would like to come along for an escorted tour of the airport, which will include following the passenger departure and arrival journey accompanied by airport colleagues on the 2nd October 2019, please email us at [email protected] with your contact information for further information.
Visitors will need a valid passport or photographic driving licence on the day and places will need to be confirmed in advance.
We recently hosted an Accessibility Open Day on the 1st July when a number of visitors joined us to experience the terminal passenger journey before travelling. Visitors included those who felt unsure that they would be able to travel due to their circumstances, families and friends.
Here are some of the groups who assist us with advice and recommendations to help passengers:
GuideDogs.org – Have assisted Liverpool Airport to facilitate travel for visually impaired travellers flying to and from Liverpool.
We are looking forward to welcoming Guide Dogs in training in the coming months, exploring the passenger journey through to boarding aircraft to become familiar with the in cabin experience. In conjunction with our based airline partners
Assistance dogs in training are welcome at the Airport to take part in exercises designed to ensure that they will be suitable to be matched up with future owners. Golden retriever Woody and Labrador Helena spent 20 months learning what it takes to become life-changing guide dogs before being provisionally matched with their future owners, frequent fliers. Woody and Helena embraced their time at Liverpool Airport completing training. It is vital that the dogs are happy and comfortable with airport procedures and the aircraft environment.
Penny Anderson ( formerly Williams ) Engagement Officer for the charity Guide Dogs said: “At Guide Dogs we want everyone who experiences sight loss to have the freedom to live life the way they choose. Liverpool John Lennon Airport are helping us do this by allowing our dogs to be trained in a way which will let them help their owners travel the world on their own terms. There are almost two million people in the UK living with sight loss, by 2050 this will have doubled, it is therefore so important that we’re able to work together with companies like Liverpool John Lennon Airport and Flybe to enable people with sight loss to confidently explore air travel”.
Irene O’Neilly, 65 from St Helens guide dog owner of Woody said: “The work that Liverpool John Lennon and Flybe are doing with Guide Dogs is absolutely incredible. By allowing Woody, to have this experience before he takes a flight is such a crucial element to his training. I spend a lot of time abroad, and knowing that I can just go, as and when I like, is simply amazing. It’s truly ground breaking”.
Liverpool John Lennon Airport appreciate the assistance of the Guide Dog team who have worked with us to improve the passenger journey with awareness training carried out using aids to simulate reduced visibility and also joining us at Accessibility Forums at the airport.
We are proud to be an Autism Friendly Airport
The Liverpool City region is working towards becoming Autism Friendly. We are proud to have signed up to the Autism Charter in 2014, working with Autism Together and a number of organisations and businesses within our region. Frequent travellers will be aware of our Butterfly Voucher developed as a visual aid to our airport wide colleagues to assist with a smooth journey through the airport when carried . Click Here for Autism Awareness information.
For more information about Autism Together: http://www.autismtogether.co.uk
We have recently updated the design of our Butterfly voucher, incorporating the Sunflower symbol. The sunflower is recognised at several UK airports as the hidden disability symbol. The Butterfly remains part of the design. The new voucher is avaiable to anyone with a hidden disability.
Each contact and enquiry is offered a personal response in recognition that everyone on the ASD spectrum is an individual. Requests for familiarisation the customer journey prior to travel can also be facilitated by emailing the airport at [email protected] in advance of planned travel (subject to colleague availability).
As founder members of signed up to the Autism Charter in our region, we joined the Chamber of Commerce, Andy Burnham and members of the Business community in Liverpool on the 1st April 2016 to support the launch event for the City of Liverpool to become an Autism Friendly City. We were finalist at the Rose Gold Ball as Autism Champions of Champions alongside Everton Football Club and the Tate Liverpool. We feature in the video.
The Brain Charity
The Brain Charity team have visited the airport to raise awareness of hidden disabilities and to look at the passenger journey with a view to assisting groups or individuals they work with.
Surf Dementia Awareness
We are supporting Dementia Friendly Transport working with Life Story Network, SURF and Dementia Friends. More recently we have been working with the Dementia Action Alliance and Liverpool City Council to promote Dementia Friendly Travel, not only through Liverpool Airport, but also across our city region. This press realease was issued recently:
Dementia Action Alliance
Come (Butter)fly with me - Passengers with ‘hidden disabilities’ get a new-look passport to the skies
THOUSANDS of travellers with ‘hidden disabilities’ have cruised through Liverpool John Lennon Airport (LJL) in safety and comfort and it’s all thanks to the butterfly effect. In 2015, the airport, which is part-owned by Liverpool City Council, introduced the Butterfly Voucher to assist passengers with conditions such as autism and dementia. The system allows passengers who may need support in passing through the airport to carry a discreet butterfly flyer. Once shown to airport staff they provide help through all stages of the airport process, from check-in to boarding. The Butterfly has helped 2,000 individuals and families to pass through the airport each year.
Now the hugely successful scheme has been given a brand new look to include the Sunflower logo, which is rapidly becoming the umbrella symbol for hidden disabilities.
Pat Broster, who chairs the transport group for the Liverpool Dementia Action Alliance (DAA), welcomed the move.
Pat said: “This scheme will provide people living with dementia and their carers the assurances and confidence of being supported by airport staff when travelling through the airport. LJL Airport committed to work with the Liverpool DAA transport group to contribute to Liverpool becoming s dementia friendly city.”
“As a key transport hub for Liverpool they have recognised the benefits of supporting dementia friendly travel, not only not only to residents travelling out of the city but also supporting the increasing number of tourists to our city.”
Since LJLA introduced the scheme, other airports across the country have followed suit offering similar support schemes using wristbands or lanyards.
Earlier this year, the Civil Aviation Authority issued official guidance entitled ‘Supporting people with hidden disabilities at UK airports’.
Liverpool City Council’s Mayoral Lead for Older People (South), Cllr Jeremy Wolfson, was on hand recently at the launch of the new look Butterfly Voucher.
Cllr Wolfson said: “Navigating your way through a busy international airport can be a daunting prospect for anyone, so it is vitally important that people with hidden disabilities, who may find this type of environment challenging are given the extra assistance they need.
“It is clear that Liverpool John Lennon Airport is committed to raising awareness about dementia and other hidden disabilities and are doing all they can to provide the best experience for everyone who passes through.
“What is particularly pleasing is that the Butterfly Voucher scheme has become a beacon of good practice which others have taken on board.”
Our team will talk to groups of health professionals, individuals, families and carers on or off site. We recently spoke about the Customer Journey, assisted travel and what to expect at the airport at a SURF meeting followed up with an airport visit during Dementia Week. We can be contacted to arrange visits on request.
Spinal Injury Assistance
The Southport & Ormskirk Hospital NHS Trust reviewed our facilities to be able to share their recommendations with patients and medical personnel. Visits will continue from time to time with participants who are recuperating from treatment.
Lourdes Pilgrimage Flights
Operate from Liverpool annually in May and July. Support from Friends of Liverpool Airport (FoLA), a team of volunteers help to make the trip unforgettable in terms of customer experience assisting the elderly and infirm. Here are some of our shining stars from 2018
Stomawise UK - Assisting Ostomy users with their passenger journey at LJLA
We are pleased to be working closely with Stomawise UK and to have recently become the first airport to be awarded ‘Ostomy Friendly Airport’.
Many Ostomy users ( those with Ileostomy and Colostomy bags ) don’t fly because of the difficulties they will have. Myths include ‘not being able to pass through security because the ostomy bag may contain more than 100mls of fluid’ and ‘a physical search could dislodge the bag’. Visits to the airport included meeting with the PRM assistance team, passing through the security screening process and talking to cabin crew in the cabin of an easyJet aircraft.
The following adjustments will help Ostomy users feel more confident travelling through Liverpool Airport:
- A booklet of advice for travellers to include hints & tips based on the processes at Liverpool Airport. To be issued in conjunction with Stomawise.
- Our very own Ostobears will take up residence in the Private search facility at the security search area private search room. Ostobear has an ostomy bag and JLA logo-ed t-shirt. Young travellers will feel reassured seeing Ostobear if they are selected for search.
- Stomawise and the Security training team have looked at the screening process to understand an Ostomy user’s perspective. Information will be used in the training and retraining of agents.
- Text has been provided to feature on the Stomawise site to provide useful information when travelling through the airport http://www.stomawise.co.uk/lifestyle/holiday-travel-tips to be updated shortly.
- We also have several current mentions on their Facebook page: https://www.facebook.com/stomawise
Warrington BSL Choir
Warrington BSL Choir perform throughout the year within the airport terminal raising awareness of British Sign Language through their renditions of popular themes. The choir are one of several groups who visit; some take a guided tour of our facilities. Partner airline easyJet joined the choir recently in recognition of the value of the work done by the choir.
Manx Breast Cancer Support Charity
Located in the Upper Retail level near to the Prayer room, the Manx Breast Cancer Support Charity has worked with us to develop a Quiet Space. The Quiet Space is equipped with a flight information screen and tv in subtitle mode for those travellers wishing to wait in a tranquil area away from the hustle and bustle of the main departure lounges.
We ask that all users respect this as an area of calm
Members of a number of organisations following an terminal and cabin familiarisation recently.
Key dates 2018
|Working with Accessible user groups to delivery a Quiet Space||04/01/2018 & throughout 2018||Working with the Manx Breast Cancer Care Support Charity, sponsors of the Liverpool John Lennon Airport Quiet Space ( in association with the Isle of Man Patient Transfer Org||Delivery and management of the Quiet Space facility in the Departure area. Review of facilities offered including beverage provision, information leaflets, flight information screens and TV||Passengers undergoing chemotherapy, pre and post surgery. Ostomates and amputees|
|Consultation with service provider groups||Throughout 2018||Working with the Isle of Man Patient Transfers to ensure that Isle of Man Health Service Patients travelling to and form Liverpool for medical treatment have access to the level of assistance they require pre and post treatment.||Provision of assistance services for IOM residents travelling to and from LPL for medical treatment. Recommended use of Quiet Space with the introduction of a revised travel tip leaflet offered to all patients travelling from the Isle of Man to Liverpool||Passengers undergoing chemotherapy, pre and post surgery. Ostomates and amputees. Passengers from new born to elderly.|
|Assistance for Ostomates||12/1/18; 19/3/18; 2/4/18; 22/6/18||Stomawise UK and the Chrohns & Colitis.Org||Review of Ostomy Friendly Airport provision. We have a high proportion of Colostomy and Ileostomy travellers due in part to the Isle of Man Patient Transfer links.||Ongoing assistance for ostomates. Airport visits for individuals, families or groups.|
|Dementia Assistance||20/9/18; 1/11/18; 19/11/18;||Dementia Action Alliance; Liverpool City Council; SURF Dementia||In partnership with the DAA, Liverpool City Council ( Mayor's team ) working to create a dementia awareness module. We recognise that an increasing number of passengers are travelling on the routes offered at Liverpool and an increasing number of passengers are contacting us with concerns regarding dementia||Dementia and age friendly airport travel. Reviewing the customer journey with particular attention to floor type, staircase and signage.|
|Purple Light Up||03/01/2018||Working with Omniserv LPL took part in the Purple Light up event||To recognise inclusion for disabled people||Lighting up airport assistance facilities to promote assistance services|
|Autism||19/1/18;||Working with Autism Together & Autism Adventures locally||Promoting accessible travel for families and individuals. Responding to questions using social media pages and consulting with both organisations to plan sensory facilities and the introduction of the lanyard as well as the Butterfly Flyer at LPL||Help and advise for new and existing users. Sharing feedback and suggestions received from our customer service platform and social media|
|ASD visits||30/1/18; 3/4/18;6/4/18; 31/5/18; 19/6/18; 17/8/18; 7/9/18||Families, individuals, schools and groups||In response to enquiries for further information and experiential visits||Visits tailored to meet the needs of the individual parties offer valuable tips and feedback from other passengers assist with trip planning|
|Autism||30/04/18; 30/5/18; 26/6/18||Autism Together||Working with Autism Together to deliver airport specific autism awareness training across customer facing and management colleagues. ASD awareness with Border Force UK ( 26/6/18 ) delivered internally.||Promoting Autism Awareness across the City region addressing new Autism Champion Organisations (Malmaison 30/4/18)|
|Autism Consultation||23/05/2018||National Autistic Society||Site visit to assess facilities, procedures and assistance||Having worked for several years with Autism organisations on a local level , we linked in with the national body in conjunction with service partner Omniserv.|
|Hidden Disability identification||27/06/2018||Autism Together, Autism Adventures , Stomawise and the Dementia Action Alliance||LPL has offered the Butterfly Flyer as a visible indication that hidden disability understanding and assistance. Planned introduction of the Sunflower lanyard||The Sunflower lanyard is increasingly recognised. Some travellers do not wish to wear a 'label' and would like the Butterfly Flyer as an alternative|
|Diversity, Disability & Accessible work place||27/2/18; 12/4/18; 29/4/18; 18/5/18; 21/5/18; 24/5/18; 1/5/18; 15/6/18; 28/6/18||HR team and cross airport community||Consideration for employment issues across the airport as a whole. Recognition that many of the potential difficulties presented at an airport for travellers are also present for colleagues. By looking at the airport from an employee and passenger perspective we can share information||Hidden, mobility, visible and audio|
|Consultation with LACC||16/2/18; 20/3/18; 12/10/18||Liverpool Airport Consultative Committee; The Accessibility Representative will join the Accessibility Consultative Committee which will meet on the 5/6/18||Quarterly updates are shared with the LACC inviting feedback, input and opinions. The LACC also consult directly with the CAA||Hidden, mobility, visible and audio|
|Consultation with Airport Operations||24/9/18; 9/11/18; 23/11/18||Operational, Customer Experience, Commercial and Development||Passenger Journey review workshops||All areas of the customer journey from arrival to departure to arrival|
|CAA||12/03/2018; 12/06/18||Consumer Compliance airport audit; British & Irish Airport Expo Accessibility Event||LPL is committed to taking part in consultation and meeting hosted by the CAA with airports and assistance providers to share best practice||Hidden, mobility, visible and audio|
|Airport Chaplain's Conference||22/05/2018||Consultation with UK Airport Chaplains group looking at accessible airport journey||LPL Chaplain hosted an all airport conference which provided the opportunity to discuss assistance at airports with a focus on Hidden disabilities.||Hidden, mobility, visible and audio|
|Website review||20/7/18; 10/8/18; 29/8; 30/8/18;21/9/18;||Review of feedback from passengers and disability groups||Review of feedback from passengers and disability groups||Hidden, mobility, visible and audio|