Accessible travel: Booking and pre-departure

Deaf couple communicating using sign language and a speech-to-text mobile app at an airport.

Access to information

When you provide your contact details, let your travel advisor know your preferred methods of contact or communication. For travellers with sensory or non-visible disabilities, this may include requests for alternative formats, such as large print materials, documents which are compatible with screen-readers, audio guides, British Sign Language or text-based services, or information in a more simplified or pictorial format.

Some travel service providers have maps, photos and videos available for travellers who prefer to see these ahead of time, including those who need more time to process information or may feel anxious in unfamiliar settings.

It’s also very important to consider any difficulties you might have in seeing, hearing or understanding instructions and following emergency information. Thinking about these issues in advance makes it easier to plan ahead – for example, your accommodation may be able to provide visual or vibrating alarm devices for travellers with hearing impairments.

In addition to your contact details, we would recommend that you provide your travel advisor with an emergency contact, this should be someone that is not travelling with you.

Mobility considerations

You may be a wheelchair user, have mobility challenges associated with ageing, or have a temporary condition which impacts your ability to get around, for example, recovering from surgery or an accident. Whatever the reason, try and provide as much detail as possible, so your travel provider can try and match your requirements with the best services for you.

Think about how you would answer these questions:

How far can you walk without assistance?
- Are you comfortable walking unaided, for short, medium or long distances?
- Are you able to walk up and down steps, or walk along a ship gangway unaided?
How many steps can you climb or descend unaided?
Are you able to walk up or down hills, on rugged or uneven terrain, for example cobbled streets without assistance?
If you are a wheelchair or mobility scooter user:
- Can you transfer from a wheelchair or mobility scooter to your seat or chair unaided?
- Would you need an aisle chair to reach the toilet on a plane or ferry?
- Are you able to walk short distances using alternative aids to support your walking – for example, walking stick, crutches, walking frame?

Airport ground staff assisting a wheelchair user to board an aircraft using a mobile lift.

Equipment

If you’re travelling with a wheelchair, scooter or other mobility aid (manual or electric), or any other medical equipment or devices, your travel provider will need to collect information about the equipment.

Airlines, cruise lines and other travel service providers may have restrictions on the size, weight and number of devices or equipment that may be carried or accommodated. There may also be safety rules regarding, for example, batteries, which must be followed.

We’ve included some of the questions which may be asked in our checklist, but these are not exhaustive, as there are a huge variety of devices and equipment available.

You know your equipment, so if there’s any information which may impact whether or not a service is right for you (perhaps because you’ve faced challenges on previous trips), it’s best to share that information with your travel provider, even if they haven’t specifically asked for the details.

If you are a wheelchair or mobility scooter user, airlines and other service providers normally will need you to provide details about the batteries, for example, the type, watt-hour rating, whether batteries are removable, and how spare batteries will be packed. There is also a watthour limit, but this can vary between airlines, so it is a good idea to check with the airline that your equipment is within the allowed limit.

It’s also a good idea to carry the dimensions, weight, battery details and other technical information about your equipment such as how to release brakes, safe lifting points, detachable parts, and how to isolate the battery if it is not removable, with your other travel documents, in case any questions come up during your travels.

Transport providers will ask you to provide details of your equipment at least 48 hours in advance whenever possible, but we’d always recommend doing this at the time of booking.

Luggage

Depending on where you are travelling, and your modes of transport, you will need to consider how much luggage you are planning to bring with you, so that the travel provider can build this into your booking. Remember to consider personal luggage as well as the carriage of any mobility equipment you may need.

Assistance

Assistance can take many different forms, depending on your individual needs and requirements. Whether you have physical, sensory or cognitive needs, think about this when planning your trip, as it may influence where, when or how you travel.

Think about whether you can travel on your own in an unfamiliar place, where language or communication may be a barrier. And if not, is there assistance that could be available, which could remove or minimise those barriers?

You’re the expert when it comes to knowing what you need, and sharing this with your travel advisor will help them in suggesting services which could make that trip a possibility.

Bear in mind that while travel providers are working hard to make their services accessible, there are some personal services which cannot be provided by transport and airport staff, crew, hotel staff or other suppliers. If you need help eating or drinking, using toilet facilities or other personal hygiene requirements or to administer medication, you will need to travel with a companion who can assist you.

Guide dog assisting a blind traveller with a white cane in a train station.

Assistance dogs

If you’re planning to travel with your assistance dog, Guide Dogs UK has some helpful guidance: www.guidedogs.org.uk.

Depending on where you are travelling, and your modes of transport, there may be specific rules or procedures to follow and you’ll need to provide evidence that your assistance dog is appropriately registered, accredited and/or trained.

You’ll also find further information available from airlines, cruise lines and other travel service providers and the Government.

Don’t forget to consider every part of your trip, not just the transport element. This should include practical issues like relief areas at airports or planning for long journeys and also because your accommodation or destination service providers will need to know about your assistance dog.

Medication

If you are travelling with prescription medication, you should check with your doctor whether your prescription contains controlled drugs such as Diazepam, Lorazepam, Codeine, Morphine or Tramadol (this list is not exhaustive), as some countries have strict regulations regarding these medications. If you need to travel with medicine that contains these, you should check the embassy rules, as well as the Foreign, Commonwealth and Development Office (FCDO) travel advice for the countries they are travelling to or transiting through, to see if there are any other restrictions. You should carry a copy of your prescription or a letter from your doctor confirming that the medication you are carrying is prescribed to you.

It is advisable to carry a supply of your medication in your hand luggage and keep it with you at all times. Think about potential scenarios such as unexpected travel disruption or lost luggage and make sure you have sufficient medication to cover your trip and any delays.

If your medication needs to be stored at a particular temperature or refrigerated, bear in mind that this may not always be possible, so remember to ask what facilities are available and likely temperatures for the destination you’re visiting.

There are liquid limits (currently for many countries it is 100ml) and rules on carrying oxygen cylinders and concentrators. There are also rules on sharp objects such as syringes, or other equipment that might be considered dangerous – check the specific rules for the carriage of these items and be aware you may need to travel with a doctor’s letter.

Food packaging showing ingredients and allergy information.

Food allergens and dietary requirements

If you have a food allergy, please tell your travel provider at the time of booking.

Airlines, cruise lines, hotels and other travel service providers should be able to provide you with information concerning their food products, but they are unable to guarantee an allergy-free environment. Also bear in mind that not every country considers the same food ingredients to be potential allergens, so labelling on the packaging may not reflect all the allergens which would be listed under UK legislation.

Even when you have shared details of your allergy in advance with your travel advisor, we strongly recommend you repeat these details to service staff during your trip. While accommodation and excursion providers will try to meet dietary and allergen requirements, we suggest you ask restaurant staff to provide you with the menu ingredient details, so you can make informed choices. For buffet style catering, as other travellers may be selecting and serving their own food choices, pay particular attention to the risk of cross contamination.

If you have specific dietary requirements, you can request special meals when you book your travel arrangements. If these are not booked far enough in advance of departure (four days is the minimum recommended), the travel provider may not be able to confirm these.

Non-visible disabilities

The Hidden Disabilities Sunflower is a simple way to voluntarily (and discreetly) share that you have a condition that may not be immediately apparent to others, and that you might need a helping hand, understanding, or more time in shops, accommodation, transport, or in public spaces.

Many participating businesses (including some airports, supermarkets and other service providers), offer a sunflower lanyard free of charge to customers who have a non-visible disability. Sunflower lanyards are now widely recognised and acknowledged, however there are some areas of the world where it is not yet recognised. For more information on the sunflower scheme, and to identify participating businesses, please visit this website: HDS – Global. Spanish Airports (Aena) have their own scheme called ‘Invisible Disabilities Badge’ and you can pre-register before travel, visit the website for more details.

Some travellers like to be prepared before they travel by seeing maps, videos and photographs, which help to reduce the anxiety some may feel when visiting a new destination. Many travel businesses provide this type of information on their websites for familiarisation purposes. They may also list other services available, such as quiet rooms, sensory rooms and other resources.

Travellers with non-visible sensory impairments may also find travel providers can offer helpful resources, including hearing loops, BSL interpretation, large-print documents, or formats suitable for screen reader users, or audio-described commentary.

Medical clearance

Generally, if you have a permanent and stable condition you will not require medical clearance to travel. However, there may be some circumstances where medical clearance, a doctor’s letter, evidence of prescription, or other documentation is needed – your travel provider will let you know if this is the case. There are a few acronyms it may be helpful to know:

FTF – also known as ‘Fit to Fly’ and often used to authorise travel after an illness or injury.

MEDIF (or MEDA) – also known as a ‘Medical Information Form’, it’s a document completed, signed and stamped by your doctor, or another appropriate medical professional.

FREMEC – also known as a ‘Frequent Travellers’ Medical Card’, it is used by the aviation industry to identify and assist people who travel with them regularly and require clearance and assistance.

Traveller booking flights online using a laptop and credit card.

Travel insurance

Make sure you take out suitable travel insurance at the same time you book your trip, as this means that your insurance can protect you if you have to cancel your travel arrangements before your travel. It is important that you advise the insurance company of any pre-existing medical conditions at the time of purchase. In many countries the cost of medical treatment can be high, so it’s essential that you take out a reputable travel insurance policy that covers the destination you’re visiting, the activities you’re doing and your specific needs.

If you don’t declare a pre-existing condition, it’s likely your insurance policy will be invalid and it will impact claims, whether or not they are related to that condition. You may have to undergo medical screening, for example, calling a medical helpline to give details of your condition or asking your doctor to complete a questionnaire or declaration. Alternatively, you may be asked to sign a declaration regarding your condition.

Read the policy conditions carefully and check for any restrictions and exemptions. Some standard policies may be inadequate for people travelling with mobility equipment such as wheelchairs, or portable medical devices. Check if these items are covered under your household policy when used abroad or make enquiries with a specialist insurer.

Don’t forget about your GHIC (Global Health Insurance Card), which provides access to necessary state healthcare in the European Economic Area (EEA), and some other countries, on the same basis as a resident of that country.

This may be free, or it may require a payment equivalent to that which a local resident would pay. If you don’t have a GHIC card, it is easy to apply for on the NHS website: Applying for healthcare cover abroad (GHIC and EHIC) – NHS.