Ministry of Infrastructure

Department of Civil Aviation

Tel:00383(0)38 20028450

E-mail: [email protected]

• Meeting the passenger off the plane and providing necessary assistance: helping to reach the Passport Control, assistance with customs procedures (if required), and at the luggage belt.
• If required, assistance in reaching the car park, taxi stand or bus stop.

With regard to that any disabled and persons with reduced mobility as of 1 March 2016, are entitled to receive the assistance described in the Regulation (EC) No 1107/006 of the European Parliament and of the Council the following Quality Standards were agreed.

PRN will provide assistance to the following passenger categories:.

PRM category	Characteristics	Nature of the assistance
WCHC	PRM cannot walk or stand. This PRM will be accompanied to and from his/her cabin seat.	The PRM will be accompanied by passenger assistant. This PRM always needs a wheelchair and special aids (may include a high-loader depends on parking stand of aircraft).
WCHS	PRM has difficulty walking and cannot walk up or down stairs.	PRM will be accompanied by passenger assistant. If the plane is parked on a remote stand or if the boarding bridge cannot be used, the necessary aids including a high-loader will be used. This PRM will need a wheelchair to get to the gate or back.
WCHR	PRM is unable to walk long distances.	PRM will be accompanied by assistant. If required, PRM shall be transported to and from the gate by wheelchair.
BLIND & DEAF  PASSENGERS WITH AN INTELLECTUAL HANDICAP	Blind passenger / blind and deaf passenger, passenger with an intellectual handicap / deaf passenger	PRM will be accompanied by passenger assistant.
STRETCHER	PRM is on a stretcher and can only be transported this way.	PRM is accompanied by at least 2 assistants. The necessary aid such as a high-loader will be used to help the passenger board or disembark the plane. The passenger will be carried to or from the aircraft by ambulance. The passenger (or the tour operator) will arrange for the transport by ambulance.

• We wish to stress that this service will only be provided to passengers who are in need of assistance because of their reduced mobility. Passengers who are considered as PRM but are not in need of assistance (e.g. because assistance is provided by friends or relatives) may temporarily be provided with a wheelchair for use in the airport territory.
• If the disabled or PRM wish to use their own wheelchair on departure or arrival, this will be allowed. For loading them onto the plane or unloading them, these wheelchairs are considered as baggage and are consequently the responsibility of the airline.
• If the PRM uses an electrical wheelchair, we, as service provider will take the necessary measures to connect or disconnect the batteries, in consultation with the passenger, so that the wheelchair can be further handled by the airline or used by the passenger.
• A request to provide assistance to the PRM may not be refused unless the requestor failed to observe the term of notification. In this case, the service provider will make every effort to provide the requested service to the PRM according to the quality standards mentioned in this document, unless the service is out of all proportions to the request of the passenger (e.g.: the passenger is not the disabled but is carrying cumbersome hand baggage).
• Any kind of misuse of service must be subject to charging of service to the Carrier based on regular service prices.
• The provision of assistance to the disabled or PRM passengers will start and end at the points of arrival and departure that are designated in the airport territory, subject to the prior notification of the need for and the nature of assistance. If no prior notification of the need for and the nature of assistance is made, we, as a service provider will make every effort to help the passengers with reduced mobility board their flight.

Arrival/departure points

Assistance will be provided from/to the points of arrival and departure that are designated in the airport territory: car parking lots designated for the PRM with assistance call facility (central car park), for the passengers with reduced mobility arriving at the airport by public transport – at the public transport stop. The PRM who wishes to receive assistance must notify of their location and the nature of assistance required.

The quality indicators for assistance to the disabled and PRM will be followed based on paragraph 5 of Part I of the ECAC Document 30.

With the view to ensure the implementation of service quality indicators, the following conditions are to be observed:

• Assistance on departure can only be guaranteed if the PRM passengers present themselves at least one hour before the scheduled departure of their plane at the check-in desk. If the passengers need assistance from the arrival/departure point situated in the airport territory, they must present themselves at least two hours before their plane is due to take off.
• If the above-mentioned times are not respected, the staff responsible will make every effort to help the passengers with reduced mobility board their flight in time but without any guarantee that this will be successful.
• Every PRM is entitled to a ‘seamless travel service’. This means that when PRM passengers are collected at the arrival/departure point, they have to be brought to the drop-off point without interruptions or delays, with the exception of transfer passengers.
• Pre-booked means that the airport, airline, the tour operator or the handling agent has to be notified of the PRM passenger’s particular needs for assistance in advance and that this information is correctly passed on to the PRM service provider at the airport. It is preferable that such information is supplied at least 36 hours prior to the published time of the departure of the flight (in writing, e-mail, SITA, fax, etc.).
• APRM passengers will preferably be boarded prior to all other passengers on departure and disembarked after all other passengers have left the cabin. Exceptions can be made if the passenger was announced at the last moment or if the aircraft crew explicitly asks for it..
• The services will be provided in conformity with the present quality standards, ECAC Document 30 and its annexes and the procedure for the service of disabled and PRM passengers..

Contacts to give advance notice of assistance (it’s also related with booking/reservation of ticket otherwise PRM service may have some delays):

E-mail: [email protected]