30 September 2018

Assistance to passengers with disability and reduced mobility

How do I request assistance at the airport and during the flight?

The passenger with disability or reduced mobility (PRM) must request assistance from the airline, its agent or the tour operator with whom the flight booking was made with at least 48 hours’ notice prior to the published departure.

The airline that receives the request for assistance must reserve the service with the managing bodies of the airports of departure, arrival and transit at least 36 hours prior to the published departure of the flight.

Passengers have the right to be informed in advance about the airline that operates the flight (operative air carrier) when it is different from the one with which the flight was booked (contractual air carrier).

The forms of assistance to passengers with disability and reduced mobility

Passengers in airport. Photo: Sisterscom.com, Shutterstock

The forms of assistance supplied by the airport manager to the PRM are free of charge and allow them to:

· be received at the airport, using designated points inside and outside the terminal

· move from a designated point to the check-in desk

· complete the check-in formalities for passenger and baggage

· proceed from the check-in desk to the aircraft, passing through emigration, customs and security checks

· board and disembark the aircraft, using lifts, wheelchairs or other specific means of assistance

· proceed from the aircraft door to the seat and vice versa

· place hand luggage on board and retrieve it, as well as any wheelchair or other device taken on board

· proceed from the aircraft to the baggage claim area and collect luggage, and complete immigration and customs formalities

· be accompanied to a designated point

· take connecting flights, if the PRM is in transit, with assistance in the terminals and between terminals, according to specific needs

· be assisted at the airport, upon request, by the travel companion for boarding and disembarking operations

· receive, based on 48 hours’ prior notice, ground assistance for all devices needed for mobility

· receive ground assistance for approved assistance dogs, where appropriate

· be able to access flight information.

IDENTIFICATION ABBREVIATIONS OF GROUND ASSISTANCE SERVICES SHARED

BLND: Blind and visually impaired passengers

WCHR: Passengers who are unable to walk long distances, but able to walk up and down the stairs and move along autonomously

WCHS: Passengers who are unable to walk long distances and to walk up and down the stairs, but are self-sufficient on board the aircraft

WCHC: Passengers who are completely immobile, who are not self-sufficient on board the aircraft and require full assistance

DEAF: Passengers with hearing impairment

DPNA: Passengers with mental or behavioural disability.

DOWNLOAD THE PASSENGERS' BILL RIGHTS

APP ENAC FOR DISABLED PERSONS - FREE APPLICATION

For further information you may be interested in:

Rights of passengers with disability and reduced mobility

Edited by Alisè Vitri

Source: www.europa.eu, Enac (Italian Civil Aviation Authority) www.enac.gov.it
Photos: Sisterscom.com / Shutterstock