Advance request for assistance

In order to meet the specific needs of people with disabilities, persons with reduced mobility or the elderly, the European Union has ordered the adoption of Regulation (EC) 1107/2006 in all Community airports, which provides for common rules on dedicated assistance in order to ensure free movement by air without discrimination and without additional costs.

The Airline may not deny a passenger a booking or boarding on the grounds of their disability or reduced mobility. The ENAC publication “Mobility with Disability” summarises the relevant legislation.

In order to provide a service that meets your needs and complies with flight safety requirements, you must submit your request to the Airline at the time of booking or no later than 48 hours before your flight. Transport of mobility aids is normally free of charge, but it is advisable to check for any special instructions from the Airline.

The passenger must always refer to the Airline, which will inform the airport operator of the assistance to be provided, for all needs.

Advance request for assistance consciously and responsibly because:

  • Without advance request or late request for assistance of the service results/may result in longer waiting times at the airport.
  • Advance request the service is essential to enable the airport to provide the passenger with appropriate assistance.

 

Airport assistance

Timing

In order to be able to benefit from the assistance you require, it is important to arrive at the airport at least 2 hours before your flight’s scheduled departure time or at least two hours before your flight’s scheduled departure time. If the company gives longer arrival times, you must comply with them!

How to get the airport assistance

Passengers can request the assistance from our staff from one of the call points marked with the wheelchair logo.

They are located:

  • inside the car park P1 in front of the Departures side;
  • outside the Departures side in front of the central door;
  • inside the ground floor of the car park P2 (Multipiano).

Inside the terminal, departing passengers with reduced mobility should go to the check-in desks, where assistance will be arranged according to the user’s needs. An attendant will accompany you to the security checkpoint and then to the boarding gate.

Dedicated services

Reserved parking spaces: Passengers with reduced mobility departing from our airport can park free of charge in all car parks for the duration of their journey and must go to the airport ticket office with the following documents:

  • Parking ticket
  • Original copy of the disability sticker in the passenger’s name
  • Identity card or passport
  • Travel ticket

Dedicated toilets: Inside the Departures and Arrivals halls, toilets are available for people with disabilities in the areas open to the public, in the boarding halls and in the baggage claim area.

Wheelchairs: available for Passengers with Reduced Mobility who require assistance, both arriving and departing.

Ambulifts: available for boarding and disembarking passengers on/from the aircraft.

At arrival: Arriving passengers with reduced mobility will be escorted from the aircraft to the drop-off points.

Types of assistance provided

Wheelchair assistance to and from the aircraft (IATA code: WCHR) – passenger who can walk up and down steps and move about in an aircraft cabin, but who requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal

Wheelchair assistance to and from the aircraft and with stairs (IATA code: WCHS) –
passenger who cannot walk up or down steps, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal and must be assisted up or down steps

Wheelchair assistance for passenger travelling with own mobility aid (IATA code: WCHC) – this category covers a wide range of passengers. It includes those who are completely immobile, who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft or, if necessary, in a special seat fitted to their specific needs, the process being inverted at arrival

Hearing assistance (IATA code: DEAF) – passengers with partial or total limitations of hearing who requires communication assistance in the terminal and on the plane

Vision assistance (IATA code: BLIND) – passenger who is blind or low vision who requires assistance with wayfinding and communication in the terminal and on the plane

Intellectual/developmental disability assistance (IATA code: DPNA) – passenger with cognitive, intellectual, or developmental disability who requires assistance in the terminal and on the plane

Airport assistance will in any case be adapted to the passenger’s degree of mobility, consistently with what has been booked or confirmed through the Airline.

Suggestions & complaints

For any suggestion, complaint or if you need assistance about our services, please send us your request at this link.

Quality standards

To verify the quality standards of the airport service offered to people with reduced mobility, consult the Service Charter.