Barrier Free assistance service at San Sebastián Airport

What the service consists of

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:

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

How to book

You must request assistance at least 48 hours before the scheduled departure time to guarantee the quality of the service:

When you book or purchase the ticket through a travel agency or airline.*
Additionally, through our website, the official Aena app or by calling ( 34) 91 321 10 00 (exclusively valid for Aena network airports).

*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.

Book online or over the phone

(+34) 91 321 10 00

Open from 7:00 to 00:00.

sinbarreras@aena.es

REQUEST ASSISTANCE

At the Aena departure airport

An assistant will meet you at your chosen meeting point and, where necessary to help you get around, will be happy to assist you with your luggage.

They will accompany you to the check-in desk whilst you complete the necessary check-in formalities.

They will accompany you to the boarding area and through the security checks.

They will accompany you to the boarding gate and, depending on your needs, to your seat on the aircraft.

At the Aena arrivals airport

Please wait to be attended inside the aircraft. We will help you disembark and, where necessary to make it easier for you to get around, with your luggage.

If you require, we will take you to the baggage reclaim hall and then accompany you to the meeting point you have specified.

During transit or connecting flights

An assistant will help you with your transfer or connection, including boarding and disembarking, and will guide and accompany you as you move through the terminal and through security and/or passport control.

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 and 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 in San Sebastián Airport

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 company 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.

More information

General information about the Barrier Free assistance service (pdf - 1.52 MB)

Frequently asked questions (pdf - 634.77 kB)

San Sebastián Airport. Barrier Free assistance service (PDF - 3.03 MB)