About Our Special Assistance Agent (PRM) Services
Novah Group provides dedicated Special Assistance Agents (PRM) to support passengers with reduced mobility and additional assistance requirements across UK airports.
We understand that air travel can present unique challenges for some passengers. Our role is to ensure that every individual moves through the airport safely, confidently and with dignity — while maintaining full operational coordination within a live aviation environment.
From terminal arrival to aircraft boarding, our trained teams deliver structured, end-to-end assistance, working closely with airlines, ground handling providers and airport operations teams to ensure a seamless journey.
Why People Choose Novah Group
Empathy Led Service Delivery
We select our PRM agents not just for their technical skills, but for their emotional intelligence. Our staff are trained to provide a supportive and reassuring presence, ensuring that passengers with hidden disabilities or mobility challenges feel valued and respected throughout their journey.
Specialist Equipment Proficiency
Our teams are fully trained in the safe use of essential mobility equipment, including Staxi chairs, aisle chairs, and Eagle hoists. We ensure that every transfer is performed with the utmost care, prioritising passenger comfort and preventing injury.
Strict Regulatory Compliance
Aviation accessibility is governed by rigorous CAA and DfT standards. Novah Group agents are experts in these regulations, ensuring that your airport or airline meets its legal obligations while maintaining the highest possible scores in accessibility audits.
Seamless Terminal Integration
Our agents are more than just assistants; they are experts in airport logistics. They coordinate closely with security, gate staff, and cabin crews to ensure PRM passengers are boarded and disembarked on time, preventing flight delays and operational friction.
Novah Group’s Special Assistance service is a comprehensive end to end solution designed to manage the unique requirements of the PRM journey.
We cater to a wide range of needs, from passengers requiring wheelchair assistance (WCHR, WCHS, WCHC) to those with hidden disabilities such as autism, dementia, or sensory impairments.
Our Special Assistance Agents manage every stage of the airport experience, including:
- Meet and assist services from designated arrival points
- Terminal navigation and check-in support
- Security and boarding coordination
- Airside transfer where required
- Safe mobility assistance and wheelchair handling
- Support for hidden disabilities and vulnerable passengers
By partnering with Novah Group, you are ensuring that your passenger services are inclusive, efficient, and delivered by a team that truly cares about making a difference in every journey.
Trained, Regulated, Aviation-Ready
All PRM personnel are trained in:
Manual handling and safe transfer techniques
Disability awareness and inclusive communication
Airside safety and airport compliance standards
Safeguarding and vulnerable passenger protocols
Our teams combine operational discipline with genuine care, ensuring service level expectations are met while passengers receive professional and respectful assistance at every stage of their journey.
