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Special Assistance

Caring for you, every stage of the journey

  • 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.

    For general enquiries please contact the PRM Desk

    Help desk in the terminal building
    07833 403 180
    01603 420 672

    Norwich 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%

    Norwich 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%

    CAA Quality Standards Reporting Data

    Special Assistance Survey

    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

  • 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.

    If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact the PRM staff:

    Help desk in the terminal building
    07833 403 180
    01603 420 672

    norwich-parking-map

  • 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:

    Help desk in the terminal building
    07833 403 180
    01603 420 672

    The PRM desk is located in the main check-in area for those passengers requiring assistance who have made their own way into 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.

    Terminal Map

    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 into 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 into 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.

     

  • 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
    Road crossing points are clearly marked on the route from the car park.
    Single Story Airport
    The airport is situated all on one level.
    Electronic Sensors
    Electronic sensors activate doors to the main terminal entrance and exit.
    Disabled Toilet
    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.  Video of Aviramp.
    Stair Climber
    A stair climber (S-Max Amazon Chair) is also available. Video of stair climber.
    Hearing Loops
    Three Hearing Loops are available within the airport.
    Information Point
    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.
    First Aid Room
    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.
    Assistance Dogs
    We accept assistance dogs who comply with the Pets Travel scheme (PETS). For further information on this please go to defra.gov.uk/wildlife-pets/pets/travel/pets/
  • Useful Contacts
    Customer Service for Persons with Reduced Mobility
    01603 420 672
    Norwich Airport Main Switchboard
    01603 411 923
    Special Assistance Complaints
    01603 428 716
    Email
    Registered Charities
    Registered charities are invited to contact us to promote their field, and help us to further develop our PRM services.
    Useful Links
    Age Space
    Dementia Action
    CAA PRM Passenger Satisfaction Survey
    Take survey
    Postal Address
    Norwich Airport Ltd
    Amsterdam Way
    Norwich
    NR6 6JA
  • Special Assistance Survey
    Please rate the quality of the service you received from the Special Assistance team at Norwich Airport.
    12345
    Disappointing Exceptional
    Were your needs and expectations met when travelling?
    12345
    Disappointing Exceptional

    Was the member of staff assisting you?

    YesNo
    YesNo
    YesNo
    YesNo
    Please rate the quality and quantity of facilities within the Airport Terminal.
    12345
    Disappointing Exceptional
    When Departing from Norwich Airport please rate the quality of Special Assistance provided from the point of arrival to the boarding gate.
    12345
    Disappointing Exceptional
    When Departing from Norwich Airport please rate the quality of Special Assistance provided when boarding the aircraft.
    12345
    Disappointing Exceptional
    When Arriving at Norwich Airport lease rate the quality of Special Assistance provided when disembarking the aircraft.
    12345
    Disappointing Exceptional
    When Arriving at Norwich Airport please rate the quality of special assistance provided when being assisted within the terminal (Immigration/Baggage reclaim/Arrivals hall) and out of the airport building.
    12345
    Disappointing Exceptional
    How would you rate the availability and quality of equipment used to assist you when travelling?
    12345
    Disappointing Exceptional
    Did the member of staff assisting you take into account your disability / reduction in mobility and adapt to suit your needs?
    12345
    Disappointing Exceptional
    Do you plan on using the Special Assistance Service again when travelling in the future?
    YesNo
    Would you recommend the experience of flying from Norwich International Airport a friend?
    YesNo

    Why, or why not?

    How frequently do you travel through our Airport?
    1-2 times per week1-2 times per month1-2 times per 6 monthsOnce a yearOnce per two yearsOther

    What did we succeed best at when assisting you?

    Any suggestions to how we can improve the Special Assistance Service?


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.

For general enquiries please contact the PRM Desk

Help desk in the terminal building
07833 403 180
01603 420 672

Norwich 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%

Norwich 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%

CAA Quality Standards Reporting Data

Special Assistance Survey

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

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.

If you require wheelchair assistance or help with your luggage from the disabled parking spaces, you should contact the PRM staff:

Help desk in the terminal building
07833 403 180
01603 420 672

norwich-parking-map

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:

Help desk in the terminal building
07833 403 180
01603 420 672

The PRM desk is located in the main check-in area for those passengers requiring assistance who have made their own way into 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.

Terminal Map

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 into 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 into 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.

 

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
Road crossing points are clearly marked on the route from the car park.
Single Story Airport
The airport is situated all on one level.
Electronic Sensors
Electronic sensors activate doors to the main terminal entrance and exit.
Disabled Toilet
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.  Video of Aviramp.
Stair Climber
A stair climber (S-Max Amazon Chair) is also available. Video of stair climber.
Hearing Loops
Three Hearing Loops are available within the airport.
Information Point
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.
First Aid Room
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.
Assistance Dogs
We accept assistance dogs who comply with the Pets Travel scheme (PETS). For further information on this please go to defra.gov.uk/wildlife-pets/pets/travel/pets/

Useful Contacts

Customer Service for Persons with Reduced Mobility
01603 420 672
Norwich Airport Main Switchboard
01603 411 923
Special Assistance Complaints
01603 428 716
Email
Registered Charities
Registered charities are invited to contact us to promote their field, and help us to further develop our PRM services.
Useful Links
Age Space
Dementia Action
CAA PRM Passenger Satisfaction Survey
Take survey
Postal Address
Norwich Airport Ltd
Amsterdam Way
Norwich
NR6 6JA

Special Assistance Survey

Please rate the quality of the service you received from the Special Assistance team at Norwich Airport.
12345
Disappointing Exceptional
Were your needs and expectations met when travelling?
12345
Disappointing Exceptional

Was the member of staff assisting you?

YesNo
YesNo
YesNo
YesNo
Please rate the quality and quantity of facilities within the Airport Terminal.
12345
Disappointing Exceptional
When Departing from Norwich Airport please rate the quality of Special Assistance provided from the point of arrival to the boarding gate.
12345
Disappointing Exceptional
When Departing from Norwich Airport please rate the quality of Special Assistance provided when boarding the aircraft.
12345
Disappointing Exceptional
When Arriving at Norwich Airport lease rate the quality of Special Assistance provided when disembarking the aircraft.
12345
Disappointing Exceptional
When Arriving at Norwich Airport please rate the quality of special assistance provided when being assisted within the terminal (Immigration/Baggage reclaim/Arrivals hall) and out of the airport building.
12345
Disappointing Exceptional
How would you rate the availability and quality of equipment used to assist you when travelling?
12345
Disappointing Exceptional
Did the member of staff assisting you take into account your disability / reduction in mobility and adapt to suit your needs?
12345
Disappointing Exceptional
Do you plan on using the Special Assistance Service again when travelling in the future?
YesNo
Would you recommend the experience of flying from Norwich International Airport a friend?
YesNo

Why, or why not?

How frequently do you travel through our Airport?
1-2 times per week1-2 times per month1-2 times per 6 monthsOnce a yearOnce per two yearsOther

What did we succeed best at when assisting you?

Any suggestions to how we can improve the Special Assistance Service?