Aena

THE SERVICES THAT AENA AND THE AIRLINES OFFER PASSENGERS REQUIRING ASSISTANCE.

Airline companies give special treatment to certain types of passengers, such as unaccompanied minors, handicapped persons or those persons that may have problems at certain times with mobility.

Airplane photograph It is necessary to inform the travel agent or airline of the special needs of the passenger when making the reservation or purchasing the ticket.

Persons with reduced mobility (PRM) can enjoy the advantages of air travel. The majority of the services that they require, such as boarding assistance, are provided free of charge, but it is worth making sure, when booking, that there will not be a charge for an extra service.

It is the responsibility of the airlines, airports and the agents of services related to both to attend to the needs of the PRM. It is also the responsibility of the PRM to specify their travelling needs when making the booking and to verify that all of the relevant information has been recorded in the reservation details.

Aviation regulations, for reasons of safety in the event of evacuations and emergencies, limit the number of PRM travelling on one aircraft or require, in certain circumstances, that they are accompanied. By making the booking in advance and informing the airline in a timely manner, you can be sure that you will not be one of the passengers left behind.

ASSISTANCE CODES

The airlines use internationally recognised codes to identify the level of assistance to be provided to a PRM in each case. These codes are:

WCHR : passengers requiring help moving between the aircraft and the terminal but who are self-reliant in boarding and moving around inside the aircraft.

WCHS: passengers requiring help between the aircraft and the terminal and to board, but are self-reliant once inside the aircraft.

WCHC: passengers who are completely immobile and not self-reliant. They must be accompanied to their seat and need full personal assistance. On flights of over three hours, they must be accompanied.

DEAF: deaf passengers.

BLND: passengers with visual impairment.

DEAF/BLND: deaf or visually impaired passengers for whom an accompanying person is required.

STCR: passenger on a stretcher.

MAAS : passenger requiring assistance.

WCHP: passenger requiring assistance to reach their seat and who can move around inside the aircraft with the help of a wheelchair on board, but is self-reliant for personal care.

Booking

Airport vehicle Aviation regulations, for reasons of safety in the event of evacuations and emergencies, limit the number of PRM travelling on one aircraft or require, in certain circumstances, that they are accompanied. This limitation depends on the size of the aircraft the level of assistance that the passenger requests. By making the booking in advance and informing the airline in a timely manner, you can be sure that you will not be one of the passengers left behind.

Aena advises you to make your booking, when possible, seven days in advance and at least 48 hours before starting your trip. That way you can make sure that the assistance you require will be available.

The booking can be made in a travel agency or at an airline's ticket sales point. Any kind of ticket can be booked, for example, economy fare or first class, etc., although you should remember that not all classes of tickets offer the level of service you may require. If, for example, you need more space between the seats, the economy fare cannot offer you this.

When making the booking, the person with reduced mobility must:

-communicate what their travel needs are.
-make sure that all the information has been duly recorded.
-make sure that the requested assistance is noted on their booking.
-communicate a cancellation of their booking as soon as possible so that another PRM can take their place.

Boarding / disembarking.

Wheelchairs If you use a folding wheelchair, it can be stored in the passenger cabin if there is enough room. If it is a battery-powered wheelchair, it will always be stored in the hold of the aircraft.

In the airport, the airlines allow the PRM to remain in their own wheelchair until they reach the door of the aircraft, provided the chair is manual and that reaching the aircraft does not require climbing or descending stairs, which could put the staff at risk. Otherwise, the airline provides a chair for movements in the airport and will return your wheelchair upon reaching your destination.

Aboard the aircraft

Aboard the aircraft photograph Once on board, make sure that you have all necessary medicine in your hand luggage and check that you have enough in case of delay.

If you need a wheelchair on board the aircraft, it must be requested when making the booking.

If you have a sensory disability, the airline personnel should make themselves known to you and offer the appropriate level of assistance during the flight. For example, they should explain the emergency procedures and help you with food packaging.

The crew may take away your crutches or cane before take off to put them in a suitable place. If you have breathing difficulties and need supplementary oxygen during the flight, the airline will provide you with on board oxygen. Some airlines charge for this service, but you are not allowed to take your own oxygen. If you are travelling with a guide dog, it may board with you at no extra cost.

At the end of your journey

Photograph at the end of journey

If you have had problems during your trip, you can make a complaint using the Complaint Forms of the airline responsible for your flight or using the Complaint Forms of the airport where the service was rendered.

AENA
(Spanish Airport Organisation)
www.aena.es

AIRLINES:

AIR EUROPA
www.air-europa.com

AIR NOSTRUM
www.airnostrum.es

AIR PLUS COMET
www.aircomet.com
BINTER CANARIAS
www.bintercanarias.es

FUTURA
www.futura-aer.com

IBERIA
www.iberia.com

IBERWORLD
www.iberworld.com

SPANAIR
www.spanair.com

SPANISH AIRPORTS

A Coruña
e-mail: fapenela@aena.es

Alicante
e-mail: fmoral@aena.es