Passengers of Restricted Mobility
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.
|Getting to the airport|
|Passengers with autism|
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 firstname.lastname@example.org 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.
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
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.
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.
You can download an up to date version of our terminal map by clicking here.
Car Parks to Terminal
|Minimum distance||Maximum distance|
|Express Car Park||58 metres||143 metres|
|Short Stay Car Park||66 metres||263 metres|
|Medium Stay Car Park||258 metres||420 metres|
|Long Stay Car Park||280 metres||510 metres|
|Meet and Greet Car Park||101 metres||161 metres|
Inside Terminal (Departing Passengers)
|Minimum distance||Maximum distance|
|Doors to Check-in||10 metres||147 metres|
|Check-in to Special Assistance Area||94 metres||94 metres|
|Special Assistance Area to Security (via lifts)||133 metres||133 metres|
|Security to Special Assistance Area (departure lounge)||136 metres||136 metres|
|Special Assistance Area to disabled toilets||65 metres||65 metres|
|Special Assistance Area (departure lounge) to gates (via lift)||115 metres||234 metres|
Inside Terminal (Arriving Passengers)
|Minimum distance||Maximum distance|
|Gates to Border Control||97 metres||211 metres|
|Border Control to baggage reclaim||15 metres||15 metres|
|Minimum distance||Maximum distance|
|Gates to baggage reclaim||164 metres||271 metres|
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.
Those passenger who require additional assistance when boarding an aircraft can now use an Eagle Hoist.
To book the Eagle Hoist, please email email@example.com 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:
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: firstname.lastname@example.org.
We will require to know:
- Type of mobility aid
- 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.
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.
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 email@example.com.
If you would like to make a complaint about any aspect of your visit please contact us on 0871 882 1121*, or by emailing firstname.lastname@example.org.
*10p per minute Service Charge, plus your telephone provider's access charge. Calls from mobiles may vary.
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.
You can download our latest performance standards below:
Ongoing review of the site and services
As part of our commitment to ensure the services we provide meet the needs of passengers who require assistance, we invited the Percy Hedley Foundation to the Airport.
Over 2 visits we have reviewed accessibility to the airport site and the services provided by our Passenger Services teams. This includes the access routes and assistance points from the car park, the check-in process, the security process and the boarding gates. The team looked at all areas, from way-finding to wheelchairs and boarding areas.
The Percy Hedley Foundation will be returning later in July to provide feedback on their findings and will then work with the Airport by suggesting possible areas of improvement.
More information on the projects we are undertaking to ensure we meet the needs of all of our passengers can be found here.