1. Booking and notification

In order to grant quick and efficient assistance to PRMs, the airline has to receive a special and detailed assistance request (notification) at the time of booking or, at least, no later than 48 hours prior departure. In addition to that, onto intra-EU flights, unless there are technical limitations, if notification takes place no later than 48 hours prior departure, airlines have to carry, at no additional costs, medical equipment and up to two mobility devices (i.e. wheelchair or crutches).

2. Assistance at the airport

Persons with reduced mobility are kindly requested to get to the airport within the timings suggested by the airline, informing the dedicated staff by ringing the Information Point bell located on the Departure level, outside the terminal near the entrance and waiting there for assistance (longer waiting times are likely if assistance notification to the airline is done after the 48-hours time-limit or is not done at all).

The staff will assist the customer throughout the whole airport procedures, until she/he boards the aircraft in the most appropriate way, while her/his mobility devices will be loaded onto the aircraft hold. In case of need, if timely notified, guide dogs will be allowed to fly in the passenger cabin. On board the aircraft, the airline crew will have to brief the passenger on the aircraft and its safety/emergency procedures. The customer will be met and assisted by dedicated staff also at her/his arrival, during disembarkation and luggage reclaim.

3. Dedicated services

The following dedicated services are available at the airport:
• Car parking spaces. The Airport offers a dedicated free parking area 50 metres from the Passenger Terminal with special signage indicating the designated points of arrival and departure.
• Short stay car space on the departure level, right in front of the Information Point.
• Sala Amica. A lounge dedicated to passengers who need special assistance.
• Special pathway. On the departure level a dedicated pathway for the visually impaired has been provided to allow an easier access to the Vip Lounge (Sala Genova).
• Wheelchairs shall be provided according to the passenger’s need.
• Lifts with Braille keyboards and acoustic signal.
• Arriving passengers. Assistance shall be provided to see the passengers outside the terminal where the taxi area and the bus stops are located. VOLABUS is the shuttle bus daily service departing from the airport to Brignole and Principe train stations, while I24 shuttle bus connects the Terminal to the Sestri Ponente district, its railway station and the new Marina Genoa Airport (AMT services). Get more on public transports from/to the airport.
• Accident & Emergency unit with fully appointed surgeries and an ambulance service.
• Ambulift device for wheelchair embarkation and disembarkation
• Disabled toilets

4. Information and meeting points

The assistance service for reduced mobility passengers features an Information Point where they can request assistance (designated start point). The Information Point is a coloured post with an intercom to call for assistance, located on the Departure level, outside the terminal near the entrance.

On the arrivals level, inside the airport, near the welcome and tourist information desk, there is a Totem indicating the designated point of arrival for reduced mobility passengers.

IATA Legend

WCHR PRM is unable to walk long distances.
WCHS PRM has difficulty walking and cannot walk up or down stairs.
WCHC PRM cannot walk or stand. This PRM will be accompanied to and from their cabin seat.
DEAF Deaf passenger
BLIND Blind passenger
DEAF/BLIND Blind and deaf passenger who need to be accompained by special staff

5. Quality standards

Aeroporto di Genova S.p.A. intends to comply with the quality standards set at European level for reduced mobility passenger assistance. The Airport should be notified by airlines of requests for assistance at least 36 hours before the scheduled time of departure. Nevertheless, if notification is not received with this advance notice, Aeroporto di Genova S.p.A. nevertheless undertakes to ensure adequate quality standards.

DEPARTING PASSENGERS – Waiting time at call points

A. Booking made at least 36 hours before the departure of the flight.
1. 80% of passengers with reduced mobility receive assistance within 10 min of requesting it
2. 90% of passengers with reduced mobility receive assistance within 20 min of requesting it
3. 100% of passengers with reduced mobility receive assistance within 30 min of requesting it

B. Without bookings at least 36 hours before the scheduled departure time.
1. 80% of passengers with reduced mobility receive assistance within 25 min of requesting it
2. 90% of passengers with reduced mobility receive assistance within 35 min of requesting it
3. 100% of passengers with reduced mobility receive assistance within 45 min of requesting it

ARRIVING PASSENGERS – Waiting time before disembarkation

A. With bookings.
1. 80% of passengers have to wait no more than 5 min from disembarkation of the last passenger
2. 90% of passengers have to wait no more than 10 min from disembarkation of the last passenger
3. 100% of passengers have to wait no more than 20 min from disembarkation of the last passenger

B. Without bookings.
1. 80% of passengers have to wait no more than 25 min from disembarkation of the last passenger
2. 90% of passengers have to wait no more than 35 min from disembarkation of the last passenger
3. 100% of passengers have to wait no more than 45 min from disembarkation of the last passenger

Services for reduced mobility passengers / OBJECTIVES