Assistance service at the airport
Assistance entails providing an airport attendant to assist passengers with a functional impairment at the airport and all the way to their seat on the plane if that is desired. Be sure to mention your needs when you book so that you can get the best assistance possible. Also remember to contact us when you have arrived at the airport so that we know you are here and are waiting for an airport attendant.
For instance, you can get an airport attendant to assist you if you have a functional impairment that entails reduced mobility, impaired vision or impaired hearing, or if you feel anxious and have difficulty finding your way in new places. Assistance service is free of charge for people with a functional impairment. People are also legally entitled to the assistance of an airport attendant so that everyone has the possibility to fly. If you do not have a functional impairment but still want an airport attendant, you pay a fee to the airline.
Booking assistance when you book your flight
It is good to book assistance no later than 48 hours prior to your flight, but it is preferable to book assistance when you book your flight. It makes the attendants’ work easier since they can plan their work in the best way. Please be as clear as possible when you describe your needs. Ask the airline how far in advance you should be at the airport and also find out when the airport opens if you are flying early in the morning.
After you book, the airline will send additional information about your special needs or concerns to the airport, which is responsible for assisting you when you get there.
Assistance varies depending on your needs or concerns, which sometimes can be difficult to express. So here are a few key sentences that may be useful when you contact us:
- I use a wheelchair.
- I use a wheelchair but can walk short distances on my own.
- I need assistance to and from the aircraft.
- I need assistance going on board the aircraft.
- I have difficulty with steps.
- I feel anxious.
- I have a hard time finding my way.
- I have a hearing impairment.
- I have a visual impairment.
- I have an assistance dog.
- I must have tanks of oxygen on the flight.
If you have the opportunity, it is a good idea to mention what kind of assistance you would like when you book by using the descriptions at the bottom of this page.
Assistance at the airport before your flight
When you arrive at the airport, it is important that you contact the staff there so that they know you have arrived. Tell them you have ordered assistance so they can contact your airport attendant. Otherwise the attendant won’t know that you are at the airport and waiting. You decide yourself at which of the places below you would like to meet your attendant; simply mention your preferences when you book. A help point is a place outside or inside the airport.
What to do when you arrive at the airport:
- Contact us at the airport, preferably the staff at the check-in counter. You can also push the button at the help point and tell staff via a loudspeaker that you need assistance. Or contact staff at the information desk if you decided to meet your airport attendant there.
- If you are going to meet your attendant at the check-in counter, then you do not need to wait for the attendant to check in. If you feel you can manage check-in on your own, feel free to do so.
- The airport attendant meets you.
- If you are confined to a wheelchair and the wheelchair is electric, you will have to use a loaner wheelchair. The electric wheelchair will be checked in.
- You will then get help checking in if you have not already checked in as well as going through security and getting to your seat on the plane if you would like this.
When should you be at the airport?
These are the estimated times for when you should be at the airport, but contact the airline to be sure about when you should be there:
- If you decide to meet your airport attendant at the check-in counter or at an information desk, you must be there at least one hour prior to your departure.
- If you decide to meet your airport attendant at a meeting point, a so-called help point, often you must be there at least two hours prior to your departure, sometimes even earlier if the airline/tour operator requires this.
Wait for your airport attendant
You will have the shortest waiting time for an attendant if you have booked assistance at least 48 hours prior to departure. You will find estimated waiting times for an assistance in the menu on this page.
Assistance at the airport when you land
When your plane lands, the airport attendant will meet you – either outside the door of the aircraft or in the aircraft at your seat. You can choose to get assistance from the aircraft, through passport control, continuing on to the baggage carousel, where you can pick up your baggage and wheelchair, if necessary. You will then get assistance through customs.
You can either get assistance to a meeting point (a so-called help point) or to some mode of transport, such as a taxi, bus or train. If you are continuing on to another flight, an attendant can meet you at the aircraft when you have landed and then take you to the right gate.
If the airport attendant has the time and possibility, you can also get assistance with shopping at the airport.
Description of special needs or concerns when you book
When you book assistance through your airline or travel agency, it is good to know these abbreviations and descriptions. The abbreviation WCH stands for Wheelchair, and MAAS stands for Meet and Assist Service. The booking code assigned to each special need enables you to make your booking even more specific.
Special need or concern
|Confined to a wheelchair and/or cannot walk long distances.||WCH-R|
|Confined to a wheelchair and/or cannot do steps.||WCH-S|
|Confined to a wheelchair with some kind of immobilisation.||WCH-C|
|Cognitive impairment.||MAAS + Cognitive impairment|
|Blind or impaired vision.||MAAS + BLIND|
|Blind and deaf.||MAAS + DEAF/BLIND|
|Deaf or impaired hearing.||MAAS + DEAF|
If you would like to know more about reduced mobility, wheelchairs and walkers in conjunction with flying, read more under the heading “Reduced mobility” in the menu to the left.
Quality standards regarding assistance for persons with reduced mobility
These quality standards apply to assistance for persons with reduced mobility.
Pre-booked, departing passengers
80% of passengers must not need to wait longer than 10 minutes for assistance.
90% must not need to wait longer than 20 minutes for assistance.
100% must not need to wait longer than 30 minutes for assistance.
Without pre-notification, departing passengers
80% of passengers must not need to wait longer than 25 minutes.
90% must not need to wait longer than 35 minutes.
100% must not need to wait longer than 45 minutes.
Pre-booked, arriving passengers
80% of passengers must not need to wait longer than 5 minutes.
90% must not need to wait longer than 10 minutes.
100% must not need to wait longer than 20 minutes.
Without pre-notification, arriving passengers
80% must not need to wait longer than 25 minutes.
90 % must not need to wait longer than 35 minutes.
100% must not need to wait longer than 45 minutes.