Barrier Free assistance | Algeciras Heliport | Aena

Algeciras

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Barrier Free assistance service at Algeciras Heliport

What the service consists of

Aena airports offer an assistance service for persons with reduced mobility 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:

  • Minors
  • People who are not self-sufficient (e.g.: people with Alzheimer's disease, etc)

How to book

Request the support service for persons with reduced mobility on our website at least 2.5 hours in advance. To guarantee the service can be provided, we recommend requesting assistance at least 48 hours before your departure time.

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) 91 913 211 000.

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 at the reduced mobility assistance 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.

Information assistant

Aena airports offer an assistance service for persons with reduced mobility to make your stay before and after flying easier.

At the Aena departure airport

A reduced mobility attendant 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.

People with reduced mobility: meeting points, quality standards and complaints and suggestions

Meeting points

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:

  • If you have sent your request for assistance through the channels made available by Aena, as well as notifying the airline when booking, you must arrive at the meeting point you have agreed with Aena at the time specified in your request or as early as specified by the airline (in cases where the time specified by the airline is more restrictive and earlier than the time set when requesting assistance from Aena) and announce your arrival.
  • If you processed your request through the airline only, you must go to the nearest meeting point sufficiently early and announce your arrival. If no time was specified, you should arrive at least two and a half hours before the scheduled departure of your flight.

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.

Meeting points at the Algeciras Heliport

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 at departures where prior notice has been given:

  • 80% users: 10 minutes from notice of arrival.
  • 90% users: 20 minutes from notice of arrival.
  • 100% users: 30 minutes from notice of arrival.

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

  • 80% users: 25 minutes from notice of arrival.
  • 90% users: 35 minutes from notice of arrival.
  • 100% users: 45 minutes from notice of arrival.

Maximum time elapsed until the availability (*) of the service at arrivals where prior notice has been given:

  • 80% users: 5 minutes from arrival (**) of the plane.
  • 90% users: 10 minutes from arrival (**) of the plane.
  • 100% users: 20 minutes from arrival (**) of the plane.

Maximum time elapsed until the availability (*) of the service at arrivals where no prior notice has been given:

  • 80% users: 25 minutes from arrival (**) of the plane.
  • 90% users: 35 minutes from arrival (**) of the plane.
  • 100% users: 45 minutes from arrival (**) of the plane.

(*) 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.

Complaints and suggestions

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://tramitesyreclamaciones.aena.es/en/procedures-and-claims.html 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 sinbarreras@aena.es.

Download files

General information about the Barrier Free assistance service (pdf - 688.52 kB)

Frequently asked questions (pdf - 139.01 kB)
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