Adolfo Suárez Madrid-Barajas
Aena airports offer an assistance service for people with reduced mobility (PRM) and the disabled to make your stay before and after flying easier.
Who the service is for
Passengers whose mobility is limited by physical or mental disability (sensory or locomotion, permanent or temporary), advanced age or any cause of disability requiring special attention. The Barrier-Free Service is not a guard and custody service. Remember that in order to provide the service, the following passengers must be accompanied:
How to book
You must request assistance at least 48 hours before the scheduled departure time to guarantee the quality of the service:
*Airlines can apply transport restrictions on your mobility equipment. If you travel with your own wheelchair/electric motorcycle, you should check with your airline.
At the airport
It is recommended that you arrive two and a half hours before your flight departs*. Report your arrival at your airline's check-in desk or using the standing directory, where we will pick you up.
*You must arrive at the meeting point at least two hours before your flight departs. If your flight departs in the early hours of the morning, please consult the terminal’s opening times.
(+34) 91 321 10 00
Open from 7:00 to 00:00.
At the Aena departure airport
An assistant will pick you up from the meeting point of your choice, helping you with your baggage.
They will accompany you to the check-in desk and help you with the necessary check-in procedures.
They will accompany you to the departure area and through any security checks.
They will help you to board the plane, leaving you in your seat.
At the Aena arrivals airport
An assistant will meet you at your seat for debarkation and will help you with your hand luggage.
If you have checked in baggage, the assistant will take you to the baggage reclaim area and from there, will take you to the meeting point.
During transit or connecting flights
An assistant will provide the necessary assistance to successfully carry out the transit or transfer, including boarding, debarkation, transfer through the terminal, etc.
There are appropriately signposted Meeting Points in Aena airports, as well as in all European airports, both inside and outside the terminals (vehicle parking, arrivals forecourt, check-in area), where people with disabilities or reduced mobility can easily announce their arrival at the airport and request assistance.
To ensure suitable assistance of acceptable quality when arriving at the airport, please bear the following in mind:
A member of the assistance service team will come and find you and will assist you from the meeting point until you are seated on the aircraft..
When you reach your destination, you will be escorted to the meeting point of your choice.
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 at Departures where prior notice has been given:
Maximum waiting time for assistance at Departures where no prior notice has been given:
Maximum time elapsed until the availability (*) of the service at Arrivals where prior notice has been given:
Maximum time elapsed until the availability (*) of the service at Arrivals where no prior notice has been given:
(*) Note: availability is considered as the time at which the agent is present at the boarding/plane gate.
(**) Note: the plane's arrival time is considered to be the moment its wheels are chocked upon arrival at the stand, except where the request for assistance is made after that time. In that case, the time will be counted from whenever the service is requested.
It must be taken into account that, according to Regulation (EC) No 1107/2006, concerning the rights of disabled persons and persons with reduced mobility when travelling by air, the airport manager must ensure that the service is provided whenever the need for assistance is notified at least 48 hours before the scheduled departure time.
If you believe that you have not received adequate treatment during the service provided by Aena at the airport, and if you wish to make a formal complaint, please visit https://serviciostelematicos.aena.es or use the Aena complaint forms, which you can find at the information desks at the airports.
If you believe that your booking was not accepted or you were denied boarding without justification, you can write a letter of complaint to the airline, your agent or to the appropriate operator or use the complaint forms made available to you.
If you do not receive an answer, or you are not satisfied with the response, you can file the corresponding complaint before the State Air Safety Agency (AESA).
If you wish to offer any suggestions or you have any questions regarding the assistance service, please email email@example.com.