| barrier-free
Spanish Airports
Assistance service for persons
with reduced mobility
Free service
Assistance service for persons with disability or
reduced mobility in Spanish airports
In compliance with Regulation This EC measure is a major leap forward that everyone can enjoy air transport,
(EC) 1107/2006 of the European for persons with a disability. Therefore, regardless of their disability.
Parliament, an attention service for the necessary economic, material and
passengers with reduced mobility was human resources have been allocated
put into place at all European airports to ensure that this service is provided
on 26 July 2008. with quality in our airports to guarantee
Different needs
WCHC WCHS DPNA
Passengers deprived of any range of Passengers who need assistance Passengers with an intellectual,
mobility who are not self-sufficient. They between the aircraft and the terminal cognitive or developmental disability,
must be accompanied to their seat and and to board. They are self-sufficient such as Alzheimer or ASD, who need
need comprehensive personal assistance. inside the aircraft. assistance.
If the journey lasts more than three
hours, they need a companion.
DEAF MAAS
Passengers with auditory disabilities. All other types of passengers who
WCHR require assistance but are not included
Passengers who need assistance during
BLND in the above categories. Particular needs
Passengers with visual disabilities.
the transfer from the aircraft and the must be specified.
terminal. They can self-sufficiently board
and get around inside the aircraft.
What are the steps you should follow?
1 Request it
At least 48 hours in advance* and:
• Obligatorily when you book your flight or
purchase your ticket via your travel agent or
airline.
• Additionally and optionally, via telephone
(+34) 91 321 10 00, on our website
(www.aena.es) or on the official Aena app,
valid exclusively for assistance in Spanish
airports in the Aena network.
2 Go to the meeting point
If you have not arranged for a specific time,
we recommend getting to the airport two
and a half hours before the flight departs.*
Notify of your arrival at your airline’s check-
in counter, the PRM assistance counter or by
using postsigned meeting point, and we will
collect you there. You can see the location of
the meeting points on our website:
http://www.aena.es/es/pasajeros/red-aeropuertos.html
*The minimum advance time needed to get to the meeting point is two hours before the flight departs. If you do not request the service with the due advance notice or do not
get to the airport at the agreed time, AENA accepts no responsibility if you miss your flight, nor does it guarantee the quality of the service or accept any responsibility for the
wait time or any similar disadvantageous situation.
3 Check-in and boarding
You will be attended and accompanied
throughout the entire check-in process and
at the security checkpoints until you reach
your seat on the aeroplane. We will help you
with your luggage and personal assistance.
4 Disembarking 5 Rate the service
Wait inside the aircraft to be collected. We would appreciate if you could rate the
We will help you disembark and collect service once it is finished. For any additional
your luggage. After that, we will take communication, you can contact us via the
you to any of the airport’s meeting website www.aena.es/es/contacto.html
points. or with the QR code:
For information
(+34) 91 321 10 00
Advised by
MINISTERIO
DE TRANSPORTES, MOVILIDAD
Y AGENDA URBANA
