Passenger Assistance

This page will give disabled passengers or persons with reduced mobility who are travelling to and from the airport, details about the support available for their journey.

We continue to work hard to improve the airport experience for those passengers who have disabilities. You can find out more about what we have been doing by clicking here.

If you are not disabled or a person with reduced mobility, but would still like help navigating the airport, you can take advantage of our concierge service.

Assistance provided
Obtaining assistance
Getting to the airport
Airport layout
Security
Passengers with autism
Eagle Hoist
Mobility equipment
Assistance dogs
Helpline
Complaints
Feedback
Performance standards

Assistance provided

We are able to help special assistance passengers (including disabled or persons with reduced mobility) in a variety of different ways both inside and outside the terminal building. To provide assistance it is important that passengers notify their airline at least 48 hours before arriving at the airport.

Special assistance passengers who require help will be able to:

  • Communicate their arrival at the airport and request assistance at designated points inside and outside the terminal.
  • Move from a designated point to the check-in counter.
  • Check-in and register baggage.
  • Proceed from the check-in counter to the aircraft, with completion of emigration, customs and security procedures.
  • Board the aircraft, with the provision of lifts, wheelchairs or other assistance needed, as appropriate.
  • Proceed from the aircraft door to their seats.
  • Store and retrieve baggage on the aircraft.
  • Proceed from their seats to the aircraft door.
  • Disembark from the aircraft, with the provision of lifts, wheelchairs or other assistance needed, as appropriate.
  • Proceed from the aircraft to the baggage hall and retrieve baggage, with completion of immigration and customs procedures.
  • Proceed from the baggage hall to a designated point.
  • Reach connecting flights when in transit, with assistance on the air and land sides and within and between terminals as needed.
  • Move to the toilet facilities if required.

Where a passenger with reduced mobility is assisted by a companion, this person will be able to provide all necessary assistance in the airport, including embarking and disembarking the aircraft. You can simply advise us of this when you come to the Special Assistance Desk. This is located next to WH Smith’s in the Terminal building.

If you are using mobility equipment such as an electric wheelchair, you must also notify your airline at least 48 hours before arriving for your journey and email prm@newcastleinternational.co.uk to ensure that we are aware you wish to travel with a mobility aid.

We are committed to ensuring that 100% of passengers of restricted mobility who notify us within the above timeframe will arrive at the gate in time for boarding, subject to their on-time arrival at the airport. This pledge extends to those pre-booked passengers who are connecting through the airport, subject to flights arriving and departure according to schedule.

Obtaining assistance

If you need assistance for your journey, you must register your requirements with your airline. This must be done at least 48 hours before your flight, if not at the time of booking. Most airlines offer this facility online. This will ensure we are expecting you on the day.

On the day of travel please present yourself at the airline check-in desk within their stated guidelines (most airlines require you to check-in a minimum of 2 hours before departure). You will then be referred to the Special Assistance desk if you require further assistance from the Airport. If you have not pre-registered your need for assistance with your airline 48 hours in advance, you may have to wait some time for assistance as priority is always given to those passengers who we are expecting. If you arrive within one hour of your flight, we cannot guarantee you being afforded assistance to reach the aircraft, and you may be unable to travel.

Getting to the airport

You can get to Newcastle Airport by car, taxi, bus, Metro, train and bicycle.

Disabled parking bays are available in all car parks. In both the Express Car Park and Short Stay Car Park there are assistance points located by the disabled parking bays. These are linked to the airport Passenger Service desk where assistance can be requested. There is a minimum charge of £1 for 15 minutes for passengers who are using the Express Car Park.

Any specially adapted disabled vehicle with a height of over 2 metres, carrying a disabled passenger, will be directed to use the Minibus / Van Parking Facility. However, on using the pay on foot ticket machines the driver should contact the car parking team who will allow the vehicle to pay the Express Car Park tariff.

In the Long Stay Car Park, a courtesy coach service is provided to take all customers to the terminal. Buses are equipped with kneeling suspension to lower the height of the step to the pavement and are also equipped with ramps for wheelchair access. The bus drops customers off immediately outside the terminal.

Find out more about the accessibility arrangements of the Metro and local bus services by following the relevant links.

Airport layout

You can download an up to date version of our terminal map by clicking here.

Car Parks to Terminal

Minimum distanceMaximum distance
Express Car Park58 metres143 metres
Short Stay Car Park66 metres263 metres
Medium Stay Car Park258 metres420 metres
Long Stay Car Park280 metres510 metres
Meet and Greet Car Park101 metres161 metres

Inside Terminal (Departing Passengers)

Minimum distanceMaximum distance
Doors to Check-in10 metres147 metres
Check-in to Special Assistance Area94 metres94 metres
Special Assistance Area to Security (via lifts)133 metres133 metres
Security to Special Assistance Area (departure lounge)136 metres136 metres
Special Assistance Area to disabled toilets65 metres65 metres
Special Assistance Area (departure lounge) to gates (via lift)115 metres234 metres

Inside Terminal (Arriving Passengers)

International arrivals

Minimum distanceMaximum distance
Gates to Border Control97 metres211 metres
Border Control to baggage reclaim15 metres15 metres

Domestic arrivals

Minimum distanceMaximum distance
Gates to baggage reclaim164 metres271 metres

Security

Passengers who are disabled or with reduced mobility are required to be security searched in accordance with direction from Department for Transport. Such customers are able to avoid the walk through metal detector but will then have a hand search of their person to sufficient depth to ensure no prohibited articles are being carried. The security staff are aware of varying disabilities and will conduct any searches as efficiently and sensitively as possible. Any wheelchairs and or electric mobility aids are subjected to a visual search, hand search and an explosive trace detection check to ensure that there is no prohibited items concealed.

Private search facilities are available at any stage of the security process if requested by the customer. This comprises of 2 same sex security staff carrying out a hand search of the customer and their mobility equipment until they are satisfied that no prohibited items are being carried.

Passengers with autism

Airports can be busy environments and we understand that for those families who are travelling with children with autism this can make going on holiday a stressful experience. We want to ensure that everybody’s journey through Newcastle Airport is as smooth as possible, so we have put in place a number of measures to help those passengers with autism.

We know that queuing can be problematic for children with autism, so those families will be given access to the security Fast Track facility. To use Fast Track please click here and download our Autism Passport, complete it and bring it with you on the day of travel. Once you have arrived at the airport and checked in for your flight make your way to the PRM assistance desk (located in between check in desk 32 and WHSmith) and a member of staff will validate the Autism Passport. You must then show the Autism Passport to staff at the security boarding card check point. As the airport does not manage queues at check in it will be at the discretion of the airline handling agents as to whether you can avoid the queues, however queue times at check in are usually minimal.

Once through security there are quieter areas which families who are travelling with children with autism may use. These include a dedicated PRM assistance area located behind our Dixons Travel store, as well as an assistance gate. If you’re struggling to find these please don’t hesitate to ask a member of staff.

We are also able to offer assistance when it comes to boarding the aircraft. If you require any support please specify on the Autism Passport.

To help make the airport journey easier for those travellers with autism we have also worked alongside the North East Austism Society to produce booklets for our passengers:

If you have any further questions about the help on offer please contact us.

Eagle Hoist

Those passenger who require additional assistance when boarding an aircraft can now use an Eagle Hoist.

To book the Eagle Hoist, please email eagle.hoist@newcastleinternational.co.uk at least 36 hours before you travel and provide the following information:

  • Customer name and contact details
  • Date of travel and flight details
  • Passenger’s height and approximate weight
  • Have you used the service before?

To find out more about the Eagle Hoist watch the video below:

Mobility equipment

Passengers who use mobility equipment, such as scooters and electric wheelchairs, are able to remain with their equipment up until it is time to board the aircraft. Upon landing at the airport the equipment will be repatriated to the passenger immediately where required.

The airport is responsible for making the equipment safe for carriage. In order to allow the airport to disable or dismantle the mobility aid with the minimum of disruption we require information from the passenger before the date of travel. The information detailed below must be conveyed through the airline a minimum of 48 hours before travel; the customer can also email: prm@newcastleinternational.co.uk.

We will require to know:

  • Type of mobility aid
  • Manufacturer
  • Battery type
  • Instructions on how to disable equipment
  • Date and flight number of travel

In the event that your equipment is damaged in transit we will provide a manual wheelchair as a temporary replacement for your journey home.

Assistance dogs

Newcastle Airport has facilities and procedures in place to deal with assistance dogs both travelling both outbound and inbound, including designated holding / toilet areas and equipment to scan microchips. Staff are available to assist passengers travelling with assistance dogs through the airport as required.

PRM helpline

You can contact the airport for further information on making arrangements for your trip 24 hours a day on 0871 882 1121*, or by emailing enquiries@newcastleinternational.co.uk.

Complaints

If you would like to make a complaint about any aspect of your visit please contact us on 0871 882 1121*, or by emailing feedback@newcastleinternational.co.uk.

*10p per minute Service Charge, plus your telephone provider's access charge. Calls from mobiles may vary.

Feedback

The Civil Aviation Authority, in co-operation with UK airports, collects feedback on the quality of the assistance provided to passengers with reduced mobility. We would be grateful if you would take the time to complete a short survey on the assitance provided by you on departure from, and on arrival back at, our airport. To give your important feedback, please visit: www.surveymonkey.com/s/PRMUK.

Performance standards

You can download our latest performance standards below: