Special Travel Assistance
Norwich Airport has a reputation for being a friendly, easy to use airport.
We hope the following information will help you to plan your trip and provide a stress free start to your journey.
Special Travel Assistance from trained staff can be made available for departing passengers from the point of arrival at the airport and from the inbound aircraft.
It is imperative that you discuss any special requirements when you make your travel arrangements or book a holiday. This applies to all booking methods – travel agents, websites or by telephone (Customers using an internet booking service will usually find a relevant telephone number on their websites). These booking details will then be passed to our PRM (Passengers with Reduced Mobility) facility. Any requests for assistance should be made at least 48 hours in advance of travel.
For general enquiries please contact the PRM Desk on 01603 420672 or email firstname.lastname@example.org
Norwich International Airport’s service level waiting target for outbound passenger Special Assistance at designated areas is within:
· 10 minutes if booked and within 25 minutes if not booked for 80%
· 20 minutes if booked and within 35 minutes if not booked for 90%
· 30 minutes if booked and within 45 minutes if not booked for 100%
W We commit to ensure all pre-booked PRM’s will arrive at the departure gate in time for boarding (Subject to arriving at the airport at the stated time)
Disability Car Parking
Disabled parking spaces are located in the short stay car park which is located close to the passenger terminal.
Drivers collecting or dropping off a person with mobility problems should use the drop off zone located in the short stay car park.
Information on how to get to the airport can be found here
On arrival at Norwich Airport
If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact the PRM staff at the help desk in the terminal building or call them on 07833403180 or 01603 420672.
The PRM desk is located in the main check-in area for those passengers requiring assistance who have made their own way in to the terminal building.
Departing passengers requiring Special Travel Assistance should attend the appropriate check-in desk before the minimum check-in time, as stipulated by the airline or tour operator, with the appropriate travel documents.
View the terminal map here
Special Travel Assistance questions, based on the ABTA Checklist for Disabled Travellers, will be asked at the time of booking or at check-in. The answers to these questions will ensure that passengers requiring assistance receive the service that they need and the airport’s PRM team are made available for boarding the aircraft. Norwich International has invested in the new Aviramp system to help you board the aircraft quickly and efficiently. Check-in staff should be advised of any need for wheelchair carriage and arrangements will be made for electric wheelchair battery isolation.
At busy times special assistance passengers will be fast tracked through security and security searches can take place in a private search area on request.
Passengers must be aware of the current airline and DfT hand baggage restrictions. Essential medical items required for the flight may only be taken in to the aircraft cabin if the passenger presents a letter from a doctor confirming the requirement to security staff within the Security Search Area.
Large amounts of medication should be placed in hold baggage unless the passenger presents a letter from a doctor, confirming the requirement for carriage in hand baggage at the Security Search Area.
Passengers with hearing difficulties should inform check-in staff that they may need assistance. In the event of an emergency these passengers will be guided by airport staff to a designated assembly point.
Special Travel Assistance passengers travelling without an aide will be assisted to the security search area and on to the departure lounge in preparation for boarding. If required, further assistance will be available prior to boarding the aircraft.
Inbound Special Travel Assistance passengers will be met at the aircraft and taken in to the terminal building. Passengers will be reunited with their baggage and wheelchair. Further assistance will be offered to get passengers to their point of departure from the airport.
Norwich International Airport’s service level waiting target for inbound passenger special assistance at the aircraft on stand is within:
· 5 minutes if booked and within 25 minutes if not booked for 80%
· 10 minutes if booked and within 35 minutes if not booked for 90%
· 20 minutes if booked and within 45 minutes if not booked for 100%
· Wheelchairs - If you need to borrow a wheelchair whilst at the airport, please contact the PRM desk located in the main check-in hall. These are available free of charge, subject to availability.
· Road Crossing points are clearly marked on the route from the car park.
· The airport is situated all on one level.
· Electronic sensors activate doors to the main terminal entrance and exit.
There are fully equipped disabled toilets located throughout the terminal building.
· Aviramp - Aviation Ramp that allows easy access for wheelchairs users, passengers with reduced mobility and even children to board and disembark an aircraft with ease.
· Ambulift – Hydraulic lift vehicle to carry passengers who cannot use aircraft steps.
· Public telephones are available throughout the terminal building.
A local free information point telephone is available in the arrivals area and this provides connections to airport services, travel services, local hotels and local information.
· The first aid room is available in the main terminal building. This room may be used by customers for any procedure which requires privacy. Requests to use this room should be made:
• Before security – at the information desk.
• After security – via the telephone help point located in the departure lounge.
· We accept assistance dogs who comply with the Pets Travel scheme (PETS). For further information on this please go to www.defra.gov.uk/wildlife-pets/pets/travel/pets/
Norwich International Airport, Persons with Reduced Mobility Customer Service – 01603 420672
Norwich International Airport Facilities Manager – 01603 420645
Norwich International Airport Main Switchboard – 01603 411923
If you need to make a complaint regarding the assistance service please call 01603 428716 or email email@example.com
Norwich Airport Ltd
CAA PRM passenger satisfaction survey - https://www.surveymonkey.com/s/PRMUK
The UK government code of practice for access to air travel for disabled people may be found at www.dft.gov.uk
The Regulation No 1107/2006 concerns the rights of disabled persons and persons with reduced mobility when traveling by air and this came in to force on 26 July 2008.
The aim of this legislation is to ensure that consistently high quality disabled assistance is provided at airports throughout the European community.
The airport will have overall responsibility and management of this service. Norwich Airport will provide assistance for all our disabled customers.
Preparation of mobility aid for travel.
Where possible, passengers are encouraged to prepare their mobility aid for travel at the check in desk, the mobility aid should be treated as checked baggage and sent to the baggage make up area. At this point the passenger can be transferred into a Norwich Airport wheelchair.
If it is not possible to transfer the passenger to a Norwich Airport wheelchair, the passenger may remain in their own mobility aid and the device must be treated as gate checked baggage. The mobility aid can then be prepared for travel at the aircraft steps.
Mobility aids can only be carried with the permission of the airline so it is important that the requirement for it to travel is highlighted to the airline at the earliest stage, normally at the time of the flight booking.
Please see below Norwich Airport’s procedure for preparing and loading mobility aids into aircraft holds:
Loading of Wheelchairs or other battery operated Mobility Aids as checked baggage
Wet cell / Spillable batteries
Wheelchairs or other battery-powered mobility aids with spillable batteries, being carried with the approval of the operator as checked baggage, must be loaded as follows:
(a) If the wheelchair or mobility aid is loaded, stowed, secured and unloaded always in an upright position then the battery may remain installed in the wheelchair. The battery must be disconnected and the battery terminals must be insulated using insulation tape to prevent accidental short circuits. The battery must then be securely attached to the wheelchair or mobility aid. The wheelchair / mobility aid must be loaded in such a manner as to prevent unintentional operation and must ensure it is protected from being damaged by the movement of baggage or cargo.
The wheelchair or mobility aid must be secured within the hold using restraining straps or rope
(b) If the wheelchair or mobility aid cannot be loaded, stowed, secured and unloaded always in an upright position, the battery must be removed and the wheelchair or mobility aid may then be carried as checked baggage without restriction. The removed battery must be carried in a strong, rigid package as follows:
Packages must be leak-tight, impervious to battery fluid and be protected against upset by securing within the hold compartment by use of restraining straps or rope.
Batteries must be protected against short circuits (as above) and secured upright in these packages.
Packages must be marked ‘BATTERY WET CELL WITH WHEELCHAIR’ or ‘BATTERY WET CELL WITH MOBILITY AID and be labelled with the ‘Corrosive’ label and the ‘Package Orientation’ label.
It is recommended that passengers make advance arrangements with the airline at the time of booking and each operator should make passengers aware of the requirements in order to ensure travel. Norwich Handling does not provide packaging for batteries which are removed. Therefore any issues with packaging should be redirected to the airline.
The Pilot-in-command must be informed of the location of a wheelchair or mobility aid with an installed wet cell battery or the location of a packed battery.
Dry cell / Non spillable batteries
Wheelchairs or other battery powered mobility aids with non-spillable batteries, being carried with the approval of the operator as checked baggage only, must be loaded with the battery disconnected and the battery terminals insulated using insulation tape to prevent accidental short circuits. The battery must be securely attached to the wheelchair or mobility aid.
Loaders must ensure that wheelchairs or other battery operated mobility aids are carried in such a manner as to prevent unintentional operation and is protected from being damaged by the movement of baggage or cargo.