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.

We can also facilitate pre-travel visits for people with hidden disabilities such as those with autism. Norwich International Airport has recently signed the Autism Charter a document which has been produced in collaboration with people with autism that provides a framework for making venues autism friendly.

For general enquiries please contact the PRM Desk on 01603 420672 or email [email protected].

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%

CAA Quality Standards Reporting Data Apr 15 - Sept 15

CAA Quality Standards Reporting Data Oct 15 - Mar 16

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)

As an airport we work closely with several local charities to help promote and continually improve the PRM services available at the airport. See our work with local charities here

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.

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.

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%

Reduced Mobility Facilities 

  • 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/

Useful Contacts

  • Norwich International Airport, Persons with Reduced Mobility Customer Service – 01603 420672 
  • 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 protected]

Registered charities are invited to contact us to promote their field, and help us to further develop our PRM services.

Postal address:

Norwich Airport Ltd
Amsterdam Way

CAA PRM passenger satisfaction survey - https://www.surveymonkey.com/s/PRMUK