People with reduced mobility

A free assistance service for passengers with reduced mobility. Request assistance so that on your arrival at the airport everything is ready.

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Request assistance

Request the support service for persons with reduced mobility on our website at least 48 hours in advance.

Remember that you must always report your needs to the airline in order to ensure your seat on the plane.

Aena also places a telephone helpline at your disposal which will attend your reduced mobility needs 24 hours a day.

Telephone (+34) 91 321 10 00.

> Persons with impaired hearing

request assistance

    Meeting points

    Barcelona-El Prat airport has meeting points related with the support service for persons with reduced mobility.

      Quality Standards

      Distinguishing between those cases where prior notice is given and those where no prior notice is given and between departure and arrival passengers, these are the maximum waiting times:

      Maximum waiting time for assistance for departures where prior notice has been given

      • 100% users: 10 minutes from notice of arrival.

      Maximum waiting time for assistance for departures where no prior notice has been given

      • 100% users: 15 minutes from notice of arrival.

      Maximum time elapsed until the availability of the service at Arrivals with prior notice

      • 100% users: 5 minutes from arrival* of the plane.

      Maximum time elapsed until the availability of the service at Arrivals without prior notice

      • 100% users: 10 minutes from arrival* of the plane.

      * Note: the arrival time of the plane is deemed as the moment the chocks are in place.

        General information

        In compliance with the European Parliament regulation EC1107/2006, as from 26 July 2008 all European airports will operate an assistance service for passengers with reduced mobility.

        This European Union measure represents great social progress for disabled people and, therefore, all the financial, material and human resources have been put in place to enable all Spanish Airports to provide a quality service that guarantees access to air travel for everyone and between all points within European territory, irrespective of their disability.

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