Service Objective: reception of the passenger with reduced mobility or disabled person in a reasonable timeframe.
| PASSENGERS WITH A RESERVATION |
| ||
| DEPARTURES | 80% of PRMs should not wait more than 5 minutes after they requested assistance in one of the designated points 90% of PRMs should not wait more than 10 minutes after they requested assistance in one of the designated points. 100% of PRMs should not wait more than 20 minutes after they requested assistance in one of the designated points. | 80% of PRMs should not wait more than 20 minutes after they requested assistance in one of the designated points of arrival. | |
| ARRIVALS | In 100% of cases PRMs should not wait more than 5 minutes after the last passenger has disembarked the aircraft | In 100% of cases PRMs should not wait more than 10 minutes after the last passenger has disembarked the aircraft |
The service quality standards refer to passengers who have booked the service. The booking must be made by the carriers with which the passengers are travelling.
Passengers can request assistance from the airline operating the flight with a prior notice of at least 48 hours from the published time of departure. The airline must then book the assistance service at Aeroporti di Puglia.
If not, passengers still have the right to be assisted by specialised personnel, although the waiting time may vary from the standard ones.
| WCHR (WHEELCHAIR RAMP) | Passenger who can walk up and down stairs and move about in an aircraft but who requires a wheelchair or other means for transport to move around the terminal.td> |
| WCHS (WHEELCHAIR STAIR) | Passengers who can walk independently within the aircraft, but can not walk up and down stairs, and need a wheelchair or other means of transport to move around the terminal.td> |
| WCHC (WHEELCHAIR COMPLETELY) | Passengers who are completely immobile and require a wheelchair and special assistance from arrival at the airport to the end of the flight, and to get out of the airport. |
| Passengers with hearing impairment, or hearing and speech impairments.td> | |
| BLIND | Passengers with impaired vision (with a distinction between the blind and the visually impaired)td> |
| DEAF/BLIND | Passengers with impaired vision and hearing, needing the assistance of an attendant to move around. |
| DPNA | Passengers with mental or behavioural problems |
At Bari and Brindisi airports, assistance services are operated through the following channels:
Should the above services not be provided, the passenger must file a complaint to the airline. In the absence of a satisfactory response to regarding the alleged violations, passengers may make a formal complaint to Enac, the Italian Civil Aviation Authority responsible for guaranteeing the rights of disabled passengers and PRMs.
This Regulation, providing additional forms of protection and assistance, has been applied since 26 July 2008.
Visit www.enac-italia.it to access all the standards mentioned in this “Quick Start Guide”, as well as ENAC’s central and peripheral contact offices. You can also watch a presentation video by the European Commission – Directorate-general Energy and Transport.
Should the assistance services not be provided, the passenger must file a complaint to the airline and then, if necessary, to ENAC the Italian Civil Aviation Authority responsible for guaranteeing the rights of disabled passengers and PRMs.
Visit ENAC’s website for more information about rights of disabled persons and persons with reduced mobility when travelling by air, as well as how to file a complaint through the website.