Working with Disability Groups

As part of Newcastle International's commitment to consult with local disability groups we have embarked in some new projects.

Activity in 2018

June 2018

Susan Lad, one of our Passenger Assistance staff, was thrilled to escort Paula Jarvis and Darren Ainsley from Guide Dogs for the Blind around our terminal, along with trainee guide dogs Diamond and Winston. They will be visiting us on a regular basis to support in familiarising the dogs with a busy environment and ensuring that the dogs can cope with any environment which their humans might need to access.

If you happen to see them around and about, don’t be afraid to say hello, but please always ask the handler’s permission before you stroke the dogs, as they need to stay focused on the important job they are doing.

This month we were invited to attend a ‘Self-Help for Hard of Hearing’ group session at Newcastle Central Library. We gave a short presentation on the help available at the airport and the plans we have moving forward. We were then able to answer questions that the attendees had about their own plans for future travel.

The group meets on the first Tuesday of every month, offering the opportunity for anyone with a hearing loss to meet the Deaflink project worker and discuss how their services might provide support. If you would like more information, you can contact Louise on [email protected] or call 0191 281 2314.

Haskel Special School

A small group of extremely polite, friendly children from the Gateshead special school came to have a look at what happens behind the scenes at our airport. The children have a keen interest in aviation and hope to be able to make their career in the industry.

We explained that a lot of our staff have worked their way up through the ranks and pure grit and determination, as well as a passion for the industry, will stand any of them in good stead as they grow older.

May 2018

We were delighted to have Linda Oliver from Guide Dogs for the Blind agree to meet us, along with her guide dog Zoe and her support worker Roger Bessent.

Guide dogs in training must become accustomed to navigating busy, noisy environments and what better place for them to do this than Newcastle Airport?

In the near future, the Trainers will be coming onsite with the dogs to do just that. Watch this space!

April 2018

Chloe Brown, Sam Jassat, Ben Ferguson and Linda Ferguson came in to meet with us to discuss the problems that passengers can face when travelling with Diabetes, in particular when taking equipment through the Security Search area.

They have kindly offered to create a poster which we will display in our staff areas, to increase awareness about the condition and also give information on the different types of equipment currently in use. This will ensure that our Security staff can ensure that passengers concerns about using the scanner are minimised and that they have the correct information at hand to make the process as smooth as possible for all involved.

We can’t wait to hear back from them and get the posters displayed.

Mala Janes (Trustee), Sue and Jonathan Kelly visited us to experience the passenger journey and give us valuable feedback on how a partially sighted passenger might be helped through our airport.

Jonathan is a seasoned traveller, so knew the airport well, but was able to point out potential issues that people with reduced sight might face.

We discussed the services we have in place and how we might be able to support someone travelling through our airport.

We asked Caroline from the Autism Society to come in and help us review where we are at since we last spoke to them about the services and resources that we have available to support people with Autism travelling through the airport.

We are really happy with the feedback that we have received from visitors so far, but are looking to see how we can move forward with the project and make travelling even easier for our passengers travelling with Autism, either themselves, or with a child with autism.

We are looking forward to working together again soon.

March 2018

Emily Houlder, Community Services Senior Officer at Age UK North Tyneside contacted us earlier this year. As part of their community services offer they run a range of groups and activities across North Tyneside for people aged 50+ to help relieve loneliness and isolation. The aims of these groups is to bring older people together to try new activities, experience and explore the local area, widen social networks and keep active. Emily explained that a couple of the men’s groups had expressed an interest in visiting the airport as many of them had served in the armed forces.

We invited them along to see how the airport has changed over the decades, with state of the art machinery and new procedures in place to deal with the high volume of passengers now using the airport.

February 2018

We had a very excited group of visitors from the Percy Hedley Foundation today who came to have a look around our landside facilities.

January 2018

We are excited to add the Epilepsy Society to the list of groups that we are working with to develop and improve the service that passengers with Hidden Disabilities receive when travelling through our airport.

Andrée Mayne, Education, Information and Support Services Manager at the Epilepsy Society, was kind enough to spend time discussing ways in which we can work together to raise awareness about the condition and how it affects people wanting to travel by air. We hope to develop an awareness session to deliver to all of our Passenger Services and Security staff, to enable them to support our passengers in the appropriate way.

Hopefully, our Hidden Disabilities passport, available to download here will prove to be effective in allowing people with Epilepsy to access the support they need and we look forward to continuing to work with Andrée and her team to make our airport accessible, stress-free and enjoyable to use.

You can find useful information and tips for travelling with Epilepsy on the Epilepsy Society website:

Activity in 2017

November 2017

In November we were delighted to welcome Victoria Venus to the airport from a Mencap group in Hexham.

Victoria was given a tour of the airport to enable her to envision obstacles that some of the members of her group might face when travelling. She was enthusiastic about the changes we have planned already and gave us some fantastic ideas to develop our assistance areas.

We look forward to meeting with some of the members of the group that Victoria supports when we visit them at their monthly Forum in 2018.

We welcomed Diane Murphy (who works with the deaf community) and Louise Borrell (Deaflink Involvement Worker – Hard of Hearing) to visit us.

Diane is deaf herself and we used a British Sign Language interpreter to communicate during our meeting. This highlighted many issues as we moved through the airport and certainly raised points that would not have been apparent to someone with no hearing problems.

Having Diane and Louise on site and able to give us on-the-spot feedback was extremely useful and we have put together an extensive list of things that we hope to be able to put in place, including staff training and signage amongst many.

Their enthusiasm for improving the experience of deaf and hard of hearing members of our community was palpable and we look forward to working with them again in the future.

We have been continuing to develop our services at Newcastle Airport and earlier this month we invited Emily Pearson, Head of Workplace Wellbeing at Tyneside Mind to pay us a visit.

Emily told us that every year one in four of us will experience a mental health problem. We already know that travelling can be a source of anxiety for many people, whether they have been diagnosed with a mental health problem or not.

Emily was able to give us some fantastic insights and ideas into how we can support our passengers with mental health and wellbeing problems, which we look forward to implementing over the coming months.

October 2017

Dementia Friends airport visit

After our visit to the Dementia Friends Café last month, we were delighted to have Helen and David Clark pay us a visit here at the airport. They were accompanied by Andy Ball, Senior Dementia Friendly Communities Officer for the North.

Helen and David are frequent travellers, regularly travelling by air to visit their children abroad. They told me how they love flying and have not let David’s diagnosis of Dementia stop them from living their lives. However, as David’s condition develops in the future, Helen could feel herself becoming increasingly anxious about flying.

Their visit to Newcastle Airport allowed them to see what support we can provide and how their point of view is vital to help us develop our services for them and others in similar circumstances.

They were able to point out a few small changes that we could make, which we will feed into our development plans. However, they also expressed their comfort in knowing that help is available and that the changes we have made so far are definitely a step in the right direction.

September 2017

Dementia Friends Cafe

This month we were lucky enough to be invited to a local Dementia Friends Café session in Kingston Park. This is somewhere that people living with dementia and their carers can get together once a month and share their experiences and get help and advice in a friendly, safe and supportive environment, over a cup of coffee and a biscuit. The session we attended is coordinated by Caroline Harding, a Dementia Support worker for Alzheimer’s Society UK, and her team of volunteers.

We were given the opportunity to explain the services that we can provide for passengers with Hidden Disabilities travelling through our airport and then got some extremely valuable feedback from the attendees about what issues they face and how we can try to help make travel through Newcastle Airport even more accessible to all users.

We were made to feel really welcome and we have invited some of the attendees to visit us at the airport in the coming weeks to further support our journey to becoming a Dementia Friendly community.

Crohn's & Colitis UK

In September 2017 Moeed, a member of the Crohn’s & Colitis UK filmed his own journey through Newcastle Airport. See the vlog of his experience here.

May/June 2017

Neuroendocrine Cancer Carcinoid Syndrome June 2017

Angie Williamson, a Neuroendocrine Specialist Nurse at the Freeman Hospital, contacted us recently to enquire about assistance available to patients in her care. We invited her into the airport to meet our team and discuss the work we have been doing recently around Hidden Disabilities.

Angie’s patients have a rare form of cancer and the main problem for them is chronic diarrhoea. As you can imagine, the thought of them flying can be a scary prospect. We were happy to have the opportunity to discuss the new ‘Hidden Disabilities Passport’ which we have introduced to enable passengers to get the support they need. The passport, as well as information about how to get assistance, is available in the Passenger Services section of our website.

Information about Neuroendocrine Cancer can be found on the NET Patient Foundation website and useful material about ‘Travelling and NETs’ can be found in their ‘Practical Issues’ booklet available here.

Alzheimer’s Society and Crohn’s & Colitis UK

On our journey to develop our airport as accessible to people with Hidden Disabilities, we have reached out to the Alzheimer’s Society and Crohn’s & Colitis UK.

Helen Terry – Director of Policy, Public Affairs & Research for Crohn’s & Colitis UK and Euan Macfarlane – IBD Parliamentary Intern, paid us a visit where we were able to gain an insight into the problems that people living with these conditions face and allowed us to develop a degree of understanding about why some people avoid travelling by air. We are excited to be working with them and by raising awareness amongst staff and making some changes to our physical environment; we hope to make air travel a less stressful experience for visitors to Newcastle Airport.

Download the Chrohns & Colitis UK travelling with IBD leaflet here.

Alzheimer's Society UK

Newcastle Airport has signed up to become a Dementia Friendly Community. (A Dementia Friendly Community is a city, town or village where people with dementia are understood, respected and supported and confident they can contribute to community life.) We have already met with Andrew Ball, Senior Dementia Friendly Communities Officer for Alzheimer’s Society UK, to set the ball rolling. Staff members have been watching videos from Alzheimer’s Society to understand how they can support people with Dementia within their job roles and raise awareness.

We are looking forward to meeting with people living with dementia, their carers and representatives from Alzheimer’s Society to get their input into what we are doing well and where we can continue to develop.

Download the Alzheimer's Society's Travelling and Going on Holiday with Dementia leaflet here.

It’s going to be a busy year in our commitment to become the UK’s friendliest airport and we hope to open up air travel to people with all different Hidden Disabilities and make them feel valued and welcome at Newcastle International Airport. Watch this space for updates.

Henshaws Society for Blind People

As part of our ongoing commitment to ensure the services we provide meet the needs of all visitors who require assistance, we invited a group with varying degrees of visual impairment from Henshaws Society for Blind People to visit the Airport.

We walked through the journey that they would take when travelling by air and discussed the difficulties that can be faced by people with sight loss. The group came up with some very interesting points and we are currently looking at how we can improve our physical environment to help alleviate some of these issues.

Percey Hedley Foundation

Once again we were pleased to welcome visitors from Percy Hedley Foundation to get some valuable feedback from a group of students with a variety of disabilities.

They noted the improvements made since the last group’s visit and came up with some areas that we can work on in future developments. We look forward to continuing communications and working closely with the staff and students to improve our Airport.

Activity in 2016

Percy Hedley Foundation

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 have returned and delivered their findings to the Airport management team. This was overall a positive session from the auditing team. Their report is currently being reviewed and we will be sharing this in early 2017 via our website. We have also teamed up with the group to deliver disability awareness training to all our security staff starting in January 2017.

PRM Consultation Meeting

  • Alzheimer’s society: Ann-Marie Bainbridge
  • Customer: Michael Liversedge
  • Customer: Barry Davison

A presentation was delivered by Newcastle Airport to the group which included the services provided, touch points and our performance as a PRM provider. Michael and Barry both use the service at Newcastle on a regular basis and have had both good and poor experiences over the many years they have travelled. We used their vast knowledge and experiences to review our processes and to see where we could improve for all customers. Both parties agreed that they are satisfied 99% of the time. Small changes in equipment which we are reviewing and sourcing on their behalf to try and improve this service and changes in operating procedures for existing equipment are being explored.

Michael has suggested we investigate other types of aisle transfer chairs for use on board of aircraft. We have acted upon his advice and have contacted various manufactures and are looking to add to our range of equipment during 2017.

Ann-Marie Bainbridge was invited to review our PRM service from the 'Hidden Disabilities' perspective. She had limited understanding of the operation but we have agreed to work together during early 2017 to see if we can expand our understanding and training of staff.

Autism awareness

To make the airport experience less of a struggle for children and adults with autism, NEAS is working with the Airport Passenger Services team to make sure they know where quiet spaces are within the airport so families can be helped to find a less noisy, less crowded area to wait.

Ground breaking steps also include the creation of an ‘Airport Autism Passport’ which is available to download from the airport or NEAS website, once completed and the passport should be brought to the Passenger Assistance Desk on arrival. This will then ensure a ‘fast track’ service for the family, avoiding queues and crowded areas, which can be distressing for people with autism. Families will then also have the choice to board the aeroplane first, or last, as transitioning from one place to another can be a particularly difficult time for people with autism.

NEAS is also working with the NIA team to create a ‘social story’ about the airport, so people with autism can familiarise themselves with the environment and what they can expect to happen, before they turn up on the day.

Consultative group meeting

In November 2015 we hosted an event for local disability groups and passengers who have had experience of using the service. The day was organised in order to give these groups the opportunity to visit the Airport and to experience and feedback on what we have to offer for disabled travellers.


  • Newcastle Disability forum-Pan disability group
  • Age Concern
  • A Passenger who had used the service.
  • Newcastle Airport Passenger Services Operations Manager

DNEX Event

In 2015 we worked closely with the Civil Aviation Autority and attended a disability event where we hosted a stand to promote the right to fly . The event allowed us to interact with local people directly and inform them of their rights and what services were available for them should they chose to fly in the future.