Special assistance

We extend a warm Welsh welcome to all our passengers at Cardiff Airport. If you need assistance at the airport, we have an experienced dedicated team here to help your individual requirements.

More information and images of our PRM services will be available on this page in due course.

What you need to do

You should always pre-book with your airline if you require assistance at the Airport.

Please follow these simple steps:

• At the time of booking your flight or up to 48 hours in advance of travelling, please contact your airline directly or via your travel agent to pre-book assistance
  
  
• You should also tell your airline if you intend to take your own mobility aid such as wheelchair or scooter
  
  
• For more information about the help we can give you at Cardiff, please call 01446 729329 or email us at PRMDesk@cwl.aero. This is a 24 hour service with a dedicated team who will be at hand to assist

If you are unable to pre-book assistance, please make your way to one of the many help/call points around the airport, forecourts or car parks or go straight to the PRM assistance desk located in the Main Terminal building.

You can find out information about car parking on our special assistance parking pages. For general information about security at the airport please read our security section.

Read our PRM service level agreement.

Autism Champions

Following an intensive training programme delivered by the charity Autism Puzzles, the PRM team are now recognised ‘Autism Champions’.

Now fully recognised as being ‘autism-aware’, the Airport's Autism Champions understand the additional challenges faced by those living with autism and related conditions and their families, especially when travelling, and are equipped to offer support in a number of different ways.

The Champions are based at the PRM desk within departures and are on hand 24 hours a day to ensure a smooth and stress-free passenger experience.

**Please note, during the busy summer period we only have limited availability for familiarisation tours, and can usually only offer on a Saturday afternoon, but please contact Special Assistance on 01446 729329 in advance if you'd like to book. You will need to show a booking for an upcoming flight too.**

Hidden Disabilities 

The teams here at Cardiff Airport understand that a large amount of disabilities cannot be seen. These disabilities can cover a wide range of issues, and each one with their unique needs and requirements to our passengers who may need additional support for their journeys with us. We currently offer a wristband for these passengers and their carers to wear around the airport, kindly supplied by autism puzzles. The wristbands can be supplied in two ways. Either pick these up directly from our special assistance desk in the check in hall, or we can gladly post them out to you to allow time for familiarisation of the item. Should you wish to have these posted to you, at no cost to yourself, please contact us on 01446 729329 or email us at PRMDesk@cwl.aero

Here at Cardiff Airport we are dedicated to continually improving and enhancing our PRM services to ensure that our passengers are receiving the best level of service and ensuring that their passage through the airport is as dignified and comfortable as possible. We work closely with a group called Autism Puzzles, who do not only consult on our provision for those with autism, but other hidden and visible disabilities too. They feed heavily into the training we give new staff and top up training for our existing team members too. Along with our continual work with Autism Puzzles we have also met with the following groups and people this year who have discussed our services with us and or come into the airport and have advised us on changes we can make to our operation and training: Age Cymru, Action on hearing loss, Deep, Andy Wright, Tony Clough MBE.  Along with these groups and people we have also formed a partnership with Hijinx theatre company, http://www.hijinx.org.uk/ a theatre company who work with young people and adults with physical and learning disabilities. They have toured internationally and also run a bespoke training service where their disabled actors will work closely with staff in helping them, through training, discussion and role play, to understand the day to day challenges that those with any form of disability may have, and how we can tailor our services and experience to best support those with disabilities. We are currently in the development side of the training package, will shortly have some of the actors and facilitators on site shadow our PRM, Security and Duty Management teams to understand their roles in order to tailor the training better. As part of this partnership the actors and facilitators will also be consulting on our services and how we can best improve. We welcome any feedback from both groups and also individuals on how we can better our special assistance services to ensure that our passengers have the support they need here at the airport. Please get in touch with us through PRMDesk@cwl.aero to register your interest and we will be sure to be in touch.

Useful links

Your rights to fly
Traveline Cymru 
Civil Aviation Authority 
CAA passenger survey on quality of assistance provided to passengers with reduced mobility at UK airports
Taking your pet abroad
Our performance against Special Assistance Service Level Agreement Summer 2018

Our Performance against Special Assistance Service Level Agreement winter 2018/19

Recent news

Joint working will enhance the airport customer journey https://www.cardiff-airport.com/news/2017/01/05/joint-working-will-enhance-the-airport-customer-journey/ 

Cardiff Airport staff trained by actors with learning disabilities to enhance their communication skills http://www.arts.wales/141247

https://wales247.co.uk/cardiff-airport-staff-to-undergo-training-with-hijinx-to-improve-customer-experience/