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How to request assistance

BOOKING ASSISTANCE

Regulation (EC) n° 1107/2006 protects the rights of disabled passengers and passengers with reduced mobility (PRM) at all European Union airports, in order to guarantee full accessibility to air transport, and to provide an assistance service tailored to the passenger’s needs, free of charge and without discrimination.

It is important to book the assistance service in advance by notifying the airline, travel agent or tour operator of the need for such assistance, while at the same time informing them of the possible transport of medical equipment and/or mobility aids. In this way, the airport and air carrier will be able to make the best possible arrangements for service at all stages of the journey, meeting the person’s needs.

The request for assistance and the special needs of the disabled passenger, or passenger with reduced mobility, must be notified at the time of booking to the air carrier, its agent, the tour operator or, at the latest, at least 48 hours before the flight’s scheduled departure time.

The airline itself will forward the request, with 36 hours’ notice, to all airports on the travel itinerary, so that the necessary assistance can be arranged.

Request assistance conscientiously and responsibly because:

  • Failure to request assistance, or a delay in the request for assistance, causes longer waiting times at the airport and the risk of not being boarded, as dedicated seats on board are limited, in compliance with security considerations determined by national and international regulations;
  • Requesting assistance in advance is essential to allow the airport and the carrier to satisfactorily prepare the service at all stages of the journey and to organise the necessary personnel to guarantee the assistance corresponding to the passenger’s needs.

REQUESTING ASSISTANCE AT THE AIRPORT, AT DEPARTURE

Assistance can be requested at the car park payment counter, at the terminal entrance or at the information desk (assistance from the car parks is limited to car parks P1H and P2H).

Specific members of staff begin taking care of the passenger and accompany him/her during the admission phase at the check-in counters, during the security channels for the required checks and, from there, after a stop if desired at the dedicated waiting room (Sala Amica – Friendly Lounge), up until boarding of the aircraft.

We do our utmost to take care of everyone, but as stated above, it is very important to BOOK the service. 

Passengers with reduced mobility can request assistance through the following channels:

  • Totem/call point located at the entrance of the air terminal - departures area, at the start of the route providing assistance for the visually impaired (near door 5);
  • Information office - info desk (inside the terminal);
  • Parking cash desk;
  • Totem/call point located at the entrance of the terminal - arrivals area, start of the route providing assistance for the visually impaired (near door 1).

In the event of malfunctions at the call points, please contact the information desk or the registration desks in the check-in area.

REQUESTING ASSISTANCE AT THE AIRPORT, ON ARRIVAL

On arrival, the PRM passenger is expected by an attendant who assists him/her in disembarking and collecting his/her luggage, and then outside, to the means of transport, whether public (bus and taxi zone outside arrivals) or private (limited to vehicles parked in the car parks named P1H and P2H) or to the meeting with the people who are waiting for him/her.

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