From Airline Assistance to Your Car at Arlanda

Special assistance — a wheelchair, help with steps, an ambulift, extra time to board and disembark — is requested through your airline or travel agent, ideally at booking and at the latest 48 hours before departure. It's the airline's assistance provider, not the transfer company, who moves you through the terminal, so this step happens independently of anything you arrange with us.

Assistance typically ends at a designated point in arrivals — sometimes right at the exit, sometimes a general meeting area a little further in. Ask the airline, or check on arrival with the assistance staff, exactly where that handover point is; it isn't always the same as where an unassisted passenger would walk out.

When you book your transfer, use the notes field to say that you'll be coming through assistance, roughly how long that tends to take for you, and anything about the car that matters — a fold-flat wheelchair that needs boot space, a transfer that's easier into a particular seat, or simply more time than a typical pickup. We'd rather know in advance and send the right car and the right amount of patience than have your driver working it out at the kerb.

Your flight number does the rest of the timing work: we track the actual landing, and on airport pickups the free waiting window follows that landing rather than a printed schedule time, which matters more than usual when assistance itself can take a variable amount of time to get you through the terminal.

Your driver's name, phone number and licence plate are sent to you before pickup, which is the practical answer to "how do we find each other" when the usual landmark — walking out with the crowd — doesn't quite apply. If assistance leaves you at a specific point rather than the main arrivals hall, a phone call or text to the number you've been sent is the fastest way to bring the car to you rather than the other way round.

If you can, have whoever is meeting you, or the assistance staff themselves, confirm the meeting point once you're through — a short message to your driver saves everyone standing in the wrong spot.

• Book airline assistance directly with the airline, at least 48 hours ahead where possible
• Note mobility needs, equipment and timing in the booking notes when you book the transfer
• Use the driver's phone number, sent before pickup, to confirm exactly where you're waiting

A folded wheelchair, walking frame or mobility scooter travels as luggage on the booking side — mention its size in the notes so the car has room. If you use a powered wheelchair that needs to stay assembled, say so as well; it changes which vehicle category makes sense.

Nothing about assistance changes how the booking itself works: one fixed price shown before you book, for the whole car, agreed before you fly.