TL;DR: Under the regulations, a passenger with a disability who notified the airline of the flight at least 48 hours ahead is entitled to an escort from the terminal to the aircraft seat, and to have their wheelchair back as soon as they leave the aircraft. At Ben Gurion the escort is provided by the ground handling companies, whose desk is in the check-in hall. Disability-permit holders park free for up to 5 hours in every car park; there is no long-term exemption.
What the Law and Regulations Require
The Equal Rights for Persons with Disabilities Law, 1998, defines air transport as a public transport service, and the details are set in the Equal Rights for Persons with Disabilities (Accessibility of Public Transport Services) Regulations, 2003 (the 2003 Regulations).
- Advance notice: once the passenger, or someone on their behalf, has notified the operator of the flight at least 48 hours ahead, the operator arranges an escort in the terminal and to the aircraft seat, and back out of the terminal, and informs the destination airport of the arrival.
- The passenger's wheelchair: loaded on the aircraft so that it is available to them as soon as they leave the aircraft.
- Aisle chair: an aircraft with more than 60 seats carries a special wheelchair for a passenger who gave 48 hours' notice. If such an aircraft has an accessible lavatory, the chair is kept in the cabin.
- Armrests: on an aircraft with 30 or more seats, on at least 5% of the seats and no fewer than two, the aisle-side armrest can be raised, lowered or removed. On a new aircraft, and on one in every three leased aircraft, the requirement is 50%, and an aircraft with more than one aisle has at least one accessible lavatory.
Escort and Assistance at Ben Gurion
According to the Israel Airports Authority, the service for passengers needing assistance at Ben Gurion is provided by the ground handling companies, and the Authority is responsible for the infrastructure. To get the service, inform the airline in advance, and in the terminal go to the ground handling company that serves the airline.
- Assistance desk: inside the check-in hall in Terminal 3. A guiding strip leads to it from the entrance on floor 3.
- The escort: the ground handling company's representatives accompany the passenger along the route, including security screening and check-in. Passport control has accessible stations and counters.
- Buggy: the electric vehicle station is right after passport control, with adapted waiting seats and a phone to the ground handling companies. From there the escort continues by electric vehicle directly to the gate.
- When to arrive: the Israel Airports Authority writes that passengers report for the security check about 3 hours before departure.
Which ground handler serves your flight
By airline
Wheelchairs and Batteries
- Personal wheelchair: according to the Israel Airports Authority, with advance notice to the airline a personal wheelchair can be used, and at the boarding gate it is swapped for a chair suited to the aircraft aisle.
- Battery-powered wheelchair: IATA classifies powered wheelchairs into three types by battery: non-spillable (such as gel), spillable, and lithium. Each type has different carriage rules, and the airline asks in advance which battery type it is, to prepare the chair for loading.
Parking for Disability-Permit Holders
- Up to 5 hours: free in every car park at the airport, for holders of a valid disability parking permit. Beyond the first 5 hours the car park's rate applies.
- Getting the exemption: at the exit barrier, press the help button on the payment machine or call the control room on 03-9752550 extension 4, and show the permit.
- Long-term (over 24 hours): no free parking. Holders of the blue permit with the wheelchair symbol can park in the car park next to Terminal 3, at the rate of the main long-term car park.
- Car parks have marked disabled parking spaces, and all shuttles are accessible.
Security Screening
- The hand-luggage screening hall has a dedicated lane for passengers needing assistance.
- Passengers in wheelchairs and with metal prostheses are checked by hand, without passing through the metal-detector gate.
- A passenger with a pacemaker presents an official pacemaker card from the hospital (the patient's name, the implant date and the institution), or a document from the treating doctor with the same details. Holders of other implants who cannot pass through the gate carry an official certificate.
Hearing and Audio Guidance
Induction loops for hearing-aid users are installed at the check-in, security screening, boarding gate, border control, information and baggage tracing desks.
Ben Gurion has two audio guidance systems: STEP HEAR (a free app or a wristband) and RIGHT HEAR (a free app), in 6 languages: Hebrew, Arabic, French, Russian, Spanish and English.
Service Dogs
A service room for guide dogs and emotional-support dogs is in Concourse E, near an accessible restroom area, and is open 24/7. It has a sink, a washing hose, a waste station, synthetic grass and seating.
Contacts and Complaints
- Ben Gurion information: *6663 or 03-9723333
- Laufer, Lost & Found: 03-9754072
- QAS, Lost & Found: 03-9754281, WhatsApp 054-9565002
- Aero Handling, Lost & Found: 03-9754008
- El Al: *2250
A complaint about lack of accessibility or discrimination because of disability is filed with the Commission for Equal Rights of Persons with Disabilities at the Ministry of Justice. The Israel Airports Authority can also be contacted through its information line.
Sources: Israel Airports Authority, the Equal Rights for Persons with Disabilities Law and the public transport accessibility regulations, the Commission for Equal Rights of Persons with Disabilities, IATA.
Want to check your flight?