PRMs Assistance

Generally, the service or assistance to be received by the passenger with reduced mobility is:

At the departure airport

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All Spanish airports have duly marked meeting points both inside and outside the terminal buildings, where people with reduced mobility can, without difficulty, announce their arrival at the airport and request assistance. To ensure adequate and quality assistance, they should go to the nearest meeting point with enough time in advance and to notify their arrival. If the airline or airport manager has not set any arrival time at the meeting point, they should be present there at least 2 hours before the scheduled departure time of their flight.

Once communicated your arrival, the airport manager should:

• Move you from the meeting point to the check-in desk;
• Check your ticket and check-in your baggage;
• Move you from the check-in desk to the aircraft, passing through emigration, customs and security controls.

Persons with reduced mobility should pass through the same safety controls as the rest of passengers. If you need to bring with you products included in the list of prohibited items (e.g. syringes) or liquid medicines that do not meet the existing restrictions on passenger cabin permitted liquids, please contact the airline and airport manager to indicate your needs;

• Help you to board the aircraft, for which elevators, wheelchairs or any other facility that may be required should be planned;
• Move you from the aircraft door to your seat;
• Provide ground assistance to recognized guide dogs and assistance dogs certified by the corresponding authority, where appropriate.
• Ground handling of all mobility equipment, including equipment such as electric wheelchairs (prior notification 48 hours in advance and provided that space limitations on board the aircraft do not impede it, and subject to the application of the relevant legislation on dangerous goods).

At the airport, in general, the PRM is allowed to stay in on his/her own wheelchair until reaching the aircraft door as long as the wheelchair is manual and for its movement it is not necessary to go up and down stairs, which could pose a risk to staff. Otherwise, the airport manager will provide a wheelchair for the PRM movement and will deliver you your wheelchair upon arrival at your destination.

When a person with disabilities or reduced mobility receives the assistance of an accompanying person, this person may be able to provide, if requested, the necessary assistance at the airport and during boarding and disembarkation.

On board

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In the process of boarding the aircraft, if you use a folding wheelchair, it may be stored in the passenger cabin if there is room for it. If the wheelchair is battery-operated, should be in the hold of the aircraft for safety reasons. At the time of booking, the airline should inform you, if it has a wheelchair on board. If you need one of them, you should request it to the airline. The crew may remove your crutches or walking sticks before take-off to place them in the appropriate place.

Once on board the aircraft, the airline should:

• Keep and retrieve your luggage inside the aircraft;
• Transport medical equipment;
• Transport up to two mobility equipment devices per PRM free of charge, including electric wheelchairs;
• Move you from your seat to the aircraft door;
• If you have a sensory disability, the airline staff should approach you to provide you with the appropriate level of in-flight assistance. For example, they should explain emergency procedures to you and help you with meal packaging;
• If you are travelling with your recognized guide dog, it may board with you at no additional charge. The dog should be equipped with muzzle, collar and strap. For the transport of guide dogs, the airline may require you that the animal meets certain requirements for cross-border travel, in particular with regard to identification systems (passport) and vaccination tests. The guide dog may go in the passenger cabin next to you at the place assigned to it by the crew;
• When an PRM person receives the assistance of an accompanying person, the airline will make every reasonable effort to offer the accompanying person a seat next to the PRM.

The airline shall make every reasonable effort to arrange the seats in accordance with the needs of each person with disabilities or reduced mobility on request, if safety and availability requirements permit that.

Make sure you have all the necessary medicaments in your carry-on baggage and check that you have enough amounts in case of a flight delay.

At Arrival Airport

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At the arrival airport, the airport manager should:

• Move you from your seat to the plane aircraft door;
• Help you to disembark from the aircraft, for which elevators, wheelchairs or any other facility that may be required should be planned;
• Move you from the aircraft to the baggage claim room, passing through immigration and customs controls;
• Move you from the baggage claim room to a designated point;
• Move you to toilettes, if necessary;
• Provide ground assistance to recognized guide dogs and assistance dog certified by the corresponding authority, where appropriate
• Ground handling of all mobility equipment, including equipment such as electric wheelchairs (prior notification 48 hours in advance and provided that space limitations on board the aircraft do not impede it, and subject to the application of the relevant legislation on dangerous goods).

When a person with disabilities or reduced mobility receives the assistance of an accompanying person, this person may be able to provide, if requested, the necessary assistance at the airport and during boarding and disembarkation.

In the event that your mobility equipment was lost or damaged, the airport manager should make every effort to provide you with replacement equipment and the airline should compensate you in accordance with the Montreal Convention.

In transit/connections

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Assistance will be provided to successfully carry out transit or connection, including, where appropriate, manoeuvres of boarding and disembarkation, terminal movements, etc.