Assistance Service for PRM | Aena

Assistance Service for PRM

Barrier Free

The assistance service for Persons with Reduced Mobility has been provided since July 2008 at the airports of the Aena network, with the highest quality standards, and in accordance with the provisions of Regulation (EC) 1107/2006, of the European Parliament, which guarantees that anyone can use air transport at any European airport, regardless of their disability and under the same conditions as other passengers.

This measure represents major social progress for people with a disability or reduced mobility. That's why Aena has made the financial, material and human resources needed available to make it possible for the airports in its network to provide the free Sin Barreras (Barrier Free) service with the highest quality standards.

Duties of the airlines

Article 6 of Regulation (EC) 1107/2006 provides that:

1. Air carriers, their agents and tour operators shall take all measures necessary for the receipt, at all their points of sale in the territory of the Member States to which the Treaty applies, including sale by telephone and via the Internet, of notifications of the need for assistance made by disabled persons or persons with reduced mobility.

2. When an air carrier or its agent or a tour operator receives a notification of the need for assistance at least 48 hours before the published departure time for the flight, it shall transmit the information concerned at least 36 hours before the published departure time for the flight:

a) to the managing bodies of the airports of departure, arrival and transit, and
b) to the operating air carrier, if a reservation was not made with that carrier, unless the identity of the operating air carrier is not known at the time of notification, in which case the information shall be transmitted as soon as practicable.

3. In all cases other than those mentioned in paragraph 2, the air carrier or its agent or tour operator shall transmit the information as soon as possible.

4. As soon as possible after the departure of the flight, an operating air carrier shall inform the managing body of the airport of destination, if situated in the territory of a Member State to which the Treaty applies, of the number of disabled persons and persons with reduced mobility on that flight requiring assistance specified in Annex 1 and of the nature of that assistance.

To comply with the above, requests for assistance must be sent via SITA messaging (PAL/CAL/PSM) using the MADMRYA inbox.

Airlines that do not have the ATIS service may send notifications via email to following the same format used for SITA messages.

Airlines must set out beforehand, in writing, how far in advance passengers should be at the airport to ensure assistance is provided. Aena recommends that the minimum advance time should be two and a half hours before the flight.

Unaccompanied minors and deaf-blind passengers

Minors with reduced mobility must be accompanied, as the service provided at the airports does not include care and custody. In the event that the airline allows unaccompanied minors to fly, it is their responsibility to ensure they are escorted until landing at the destination and handing the minors over to the people responsible for collecting them.

Paragraph, letter a), of the public part of the National Civil Aviation Security Programme (Programa Nacional de Seguridad: PNS) provides that: Authorised access to restricted areas will be limited to:

a) Passengers with a boarding card or equivalent document, accepted for travel with an air carrier. Minors under 14 travelling alone may access the boarding lounge accompanied by an adult carrying an escort card issued by the airline, in a format that has been validated by the Local Security Committee beforehand. An authorised escort may also be allowed to access the boarding lounge or the baggage reclaim area to collect a minor from an arriving flight under the same conditions as in the case above.

This access procedure is applicable to the escort, who is not going to fly, of a deaf-blind passenger who needs their help, even it they request the assistance service for people with reduced mobility.

Therefore, it is the responsibility of the airlines to facilitate access to the boarding lounge or the baggage reclaim area, with a boarding card, to escorts of minors under 14 or deaf-blind passengers travelling alone.

Collaborate with us

The assistance service for people with reduced mobility has a direct effect on the passenger, for which reason everyone’s collaboration is essential to ensure a satisfactory experience.

  • INFORM the passenger clearly about the time in advance they have to be at the airport and the conditions of carriage for their mobility equipment.
  • NOTIFY the airport manager as far in advance as required.
  • ACCOMPANY the minors until they are handed over to those responsible for collecting them, or facilitate access for escorts of minors and deaf-blind passengers.

Ensuring access to air transport is up to all of us
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