Airport passenger assistance, often called PRM (Persons with Reduced Mobility) assistance or special assistance, is a free service that helps disabled passengers and people with reduced mobility or hidden disabilities travel through an airport. Assistance agents meet passengers at a designated point, help them through check-in, security and boarding, and help them off the aircraft and through arrivals at the other end. In UK law the airport, not the airline, is responsible for providing this help, and demand has more than doubled in a decade.
This guide explains how passenger assistance works, how UK airports are rated, what the latest figures show and what passenger assistance jobs involve.
Who is passenger assistance for?
Assistance is available to anyone who needs help because of a disability or reduced mobility, whether visible or hidden. That includes wheelchair users, people with limited mobility, blind and partially sighted passengers, Deaf passengers, people with autism, dementia, anxiety or learning disabilities, and older passengers who find long walks difficult. Many UK airports also support the Hidden Disabilities Sunflower lanyard.
The law: who provides assistance?
Under retained EU Regulation 1107/2006 on the rights of disabled persons and persons with reduced mobility when travelling by air, UK airports must provide assistance free of charge. Airlines must pass on passenger requests, and passengers are advised to request assistance at least 48 hours before travel. The Civil Aviation Authority (CAA) monitors how well airports deliver this service.
How airports are rated
The CAA publishes an annual Airport Accessibility Performance Report. Its 2025/26 report (CAP3264), covering April 2025 to March 2026 and published on 4 August 2026, found:
| Finding | Figure |
|---|---|
| Passengers using assistance at UK airports in 2025 | 5.9 million, a record |
| Growth in assistance requests since 2015 | +115.8% |
| Growth in overall passengers since 2015 | +23.9% |
| London Luton rating | Very good |
| London Stansted rating | Good |
The gap between those two growth rates is the headline: assistance demand has grown almost five times faster than passenger numbers. That puts pressure on airports to recruit and train enough agents, especially at peak times.
How the journey works
- Booking: the passenger requests assistance through the airline or travel agent, ideally 48 hours or more before travel.
- Arrival at the airport: they go to a designated assistance point or help point in the car park, drop-off zone or terminal.
- Check-in and security: an agent helps with bags, accompanies them through security and explains each step.
- Waiting and boarding: the passenger can wait in an assistance lounge, then is taken to the gate and helped on board, using an ambulift where needed.
- Arrival: agents at the destination meet the passenger at the aircraft and help them through immigration, baggage reclaim and onward transport.
What do passenger assistance agents do?
- Meeting passengers at help points, check-in and arrival gates.
- Pushing wheelchairs and operating buggies and lifting equipment.
- Guiding blind or partially sighted passengers.
- Communicating clearly and patiently, including with passengers who are anxious or confused.
- Helping with bags and mobility equipment.
- Coordinating with airlines, security, gate and ground handling teams by radio.
- Recording each assistance task accurately for performance reporting.
Skills and training
Passenger assistance agents need patience, empathy, good communication and physical fitness. Training usually covers disability awareness, safe moving and handling, use of equipment such as aisle chairs and ambulifts, airport safety and security, and customer service. Like other airside roles, agents need an airport ID pass, which involves a background check and counter-terrorism check. See our airport ID pass guide for the steps.
Language skills are a real advantage. Our article on multilingual customer service at airports explains why.
Passenger assistance jobs: pay and hours
Passenger assistance is one of the most searched airport jobs in the UK. Roles are typically shift-based, covering early mornings, nights, weekends and bank holidays, with more hours in the summer peak. Pay must be at least the National Minimum Wage, which is £12.71 an hour for workers aged 21 and over from April 2026, and many airports pay above this with shift allowances. If you are interested in working at London Luton or Stansted, read our guide to airport jobs at Luton and Stansted.
Want to work at an airport?We recruit customer service, retail and support staff for London Luton and Stansted.
Frequently Asked Questions
What is PRM assistance at an airport?
Free help for disabled passengers and people with reduced mobility or hidden disabilities, from arrival at the airport to boarding, and from the aircraft to the exit on arrival.
Is airport passenger assistance free?
Yes. UK airports must provide it free of charge.
How far in advance should you book assistance?
At least 48 hours before you travel, through your airline or travel agent.
How are Luton and Stansted rated for accessibility?
In the CAA’s 2025/26 report, London Luton was rated very good and London Stansted was rated good.
Do you need experience for passenger assistance jobs?
Not usually. Customer service or care experience helps, and full training is given, but you must pass airport security vetting.
Airport staffing from WWSG
WWSG supplies trained, vetted customer-facing staff to airports and travel retail. Learn about our aviation services and customer service assistants, or contact us.