For assistance at Spanish airports in the Aena network, you may request airport assistance through the Aena web page www.aena.es or by phoning the Aena Telephone Information and Help Service: 902 404 704.

In compliance with the European Parliament regulation EC1107/2006, as from 26 July 2008 all European airports will operate an assistance service for passengers with reduced mobility.

This represents a radical change with respect to the previous model in which the airlines assumed the responsibility of providing this service through companies providing such assistance on land.

In general terms, the service or assistance to be provided to passengers with reduced mobility consists of:

At the departure airport: Collection of the person at the Meeting Point , assisting the person with their hand luggage and accompanying the person to the check-in desk; assistance with the check-in procedures, accompanying the person to the boarding area, passing through the security checkpoints, customs, etc.; boarding the aircraft, and accompanying the person to their seat.

At the arrival airport: Assistance with hand luggage, accompanying the person from their seat to the door of the airline and debarkation; transfer to the baggage hall, passing through the required controls, and transfer from there to the Meeting Point in the destination airport (if it is in a European Member State).

In transits/connections the necessary assistance will be provided to successfully carry out the transit or transfer, including boarding, debarkation, transfer through the terminal, etc.

The request for assistance and the notification of needs must be made through the following channels, at least 48 hours ahead:

-Necessarily through the available booking channels of your travel agent or airline when making the booking or acquiring the ticket. Once the booking has been made, it is important to check that your request for assistance is acknowledged in the booking. If you only communicate through this channel, when arriving at the airport you should go to the nearest Meeting Point and notify your arrival.

-Additionally , and optionally, for assistance at Spanish airports in the Aena network, you may request airport assistance through the Aena web page ( www.aena.es ) or by telephoning the Aena Telephone Information and Help Service (902 404 704). If so you require, when making a request through the channels made available by Aena, you will receive a confirmation of your request.

When making the request for assistance through the channels made available by Aena , you must choose a Meeting Point to which you will go on your arrival at the airport. There will be appropriately signposted Meeting Points in Aena airports, both inside and outside the terminals ( vehicle parking, arrivals forecourt, check-in area ), where people with disabilities or reduced mobility may inform on their arrival at the airport and request assistance. If no time has been prearranged you must be at this point at least two hours prior to the scheduled departure of your flight, inform the staff by using the intercom and they will pick you up there.

You can find a list of meeting points on Aena's website.

If you consider that you have not received suitable treatment during the assistance provided by Aena in the airport, and you wish to make a complaint or suggestion by e-mail , you can do so to the following address: sinbarreras@aena.es or make use of the Aena complaint form, which you will find at the airport information desks.

Aena
www.aena.es
Tel: Information and Help Service: 902 404 704

Rebecca Arce

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