Assistance for people with a disability or reduced mobility

If you have a disability or reduced mobility, you are entitled to assistance at the airport. We are available around the clock every day of the year to assist you, from your arrival at the terminal to the time you are seated on the aircraft. In order for this assistance to work best, you need to make some preparations prior to your journey.

1
Pre-book no later than 48 hours in advance
In order for us to be certain that we can help you, it’s important that you pre-book assistance no later than 48 hours before your departure through your airline. It’s a good idea to pre-book assistance when you book your flight.
2
Get to the airport well in advance
It’s important that you follow instructions about when you should be at the airport at the latest. This is to ensure that we can give you the best possible service and so that you are certain to get to the gate in time before boarding.
3
At the airport
Once you’ve checked in, we meet you at a designated meeting point in the terminal. If you need help in the terminal and assistance at check-in, report to a help point outside the terminal entrance. We will then assist you to the aircraft.

Assistance when traveling


Important information if you need assistance in connection with your journey

You’ll find important information here if you need assistance in connection with your journey due to an impairment or reduced mobility. Swedavia PRM Assistance is responsible for this assistance.

It is a legal right to get assistance, which enables everyone to travel by air, and it is free of charge.

But in order for us to help you, it’s important that you pre-book assistance no later than 48 hours before your departure through your airline. It’s a good idea to pre-book your assistance when you book your flight so that we can be sure to help you at the airport.


How do I book assistance for my journey?
  • The best way to pre-book assistance is when you book your flight, but no later than 48 hours before your departure.
  • Be as clear as you can when you describe what you need help with.
    Also ask the airline how far in advance you should be at the airport. It can be earlier than the airport indicates.
  • Also find out when the airport opens if you are flying early in the morning. 
  • After your booking, the airline then submits the information to us about what assistance you need 

Description of different needs when you book

The assistance we provide varies depending on your needs, which sometimes may be difficult to put into words. Describe your needs in as much detail as possible so that we can help you in the best way.


Arrive in time to the airport

Report no later than one hour before your departure

Report no later than one hour before your departure time  to your airline’s or tour operator’s check-in counter After check-in, you will be met at the designated meeting point by our staff, who will help you through security screening and to the gate and aircraft or to your seat if you need that. If you report there less than one hour before your departure time, there is a great risk that you will miss your flight.


If you would like help in the terminal, press the button at the help point just outside the airport entrance no later than two hours before your departure time. Our staff will meet you, assist you at check-in, through the security checkpoint and to the gate and the aircraft or to your seat if you need that. If you report there less than two hours before your departure time, there is a great risk that you will miss your flight.


If you have not pre-booked assistance

We cannot guarantee assistance if you report to us less than two hours before your flight. However, we will do our utmost, within reasonable limits, to assist you. You should therefore always pre-book assistance no later than 48 hours before your departure.


Waiting times for assistance

You can read more here about the maximum time you will need to wait for your assistance.  Your rights – read more on the Swedish Transport Agency’s website (new window)

Assistance when you are flying out
Pre-booked assistance:
We will meet you within 10 minutes of the time you have checked in; call from a help point or report to an information counter, but never more than 30 minutes.

No pre-booked assistance:
It can take up to 45 minutes before PRM Assistance can help you. There is also a risk that we will not have enough time to help you at all. So always pre-book assistance no later than 48 hours before your departure time.

Assistance once you have landed
Pre-booked assistance:
We will meet you within 5 minutes of the time the aircraft is at the gate, but never more than 20 minutes. 

No pre-booked assistance:
It can take up to 45 minutes before Assistance Service can help you. So always pre-book assistance no later than 48 hours before your arrival.


Assistance at the airport

At the airport

We are responsible for ensuring that you get to and from the aircraft, and we pick you up at a pre-determined meeting point:

  • Specially designated meeting points after you have checked in.
  • Help points outside the terminal when you need help in the terminal and with check-in.

We assist you in getting to the gate for your flight and to your seat if you cannot walk into the aircraft on your own. We assist you in getting to and from the lavatory, but assistance of a medical or sanitary nature is not included. If you need help making purchases, changing money or the like, this is only included if we have the time and opportunity.


How special assistance works when you travel

Prebook assistance at the latest 48 hours before your departure, through your airline. You can see the video here with an Arabic textPersian text, Chinese text and Turkish text. 

Special needs, disability aids and medicines


Your own wheelchair or walker

If you have your own wheelchair or walker and can get to the gate on your own, you must still order assistance from the gate to the aircraft. This is so that you can store your wheelchair or walker in the baggage hold and/or if you need assistance to your seat.

Show your wheelchair or walker at check-in, where it will get a baggage tag. Let check-in know whether you can make it on your own to the gate but that you must have assistance from the gate into the aircraft.


Electric wheelchair

If you use an electric wheelchair, you need to check it in with your baggage. We therefore recommend that you get to the airport well in advance. Once you have checked in your electric wheelchair, you can borrow a manual wheelchair that belongs to the airport.

For safety reasons, not all kinds of electrical wheelchairs are loaded onto aircraft. Therefore let the airline know when you book your flight what kind of electric wheelchair you have, how big it is, what kind of battery it has, how the battery is connected and how the wheelchair is disengaged. Our staff are not responsible for preparing the electric wheelchair for transport on the flight.


Reduced mobility

If you cannot walk or have difficulty walking long distances, we will assist you to and from the aircraft. If you do not have your own wheelchair, we use our own wheelchairs. If you need assistance to your seat on the aircraft, we use a cabin wheelchair in the aircraft.


Impaired vision

At the airport, you will get some information about your flight via announcements from loudspeakers. But some airports unfortunately limit their loudspeaker announcements and instead refer people to information boards and monitors.

Most airports have an information desk with staff that can personally provide you with information, for example, information about your flight. At some airports, there are also tactile lines on the floor that lead to a help point or information desk. With PRM Assistance, you get help to and from the aircraft and we provide you with the information you need.


Impaired hearing

At the airport, you get information about when your flight takes off or lands on information boards and monitors. There are also signs that guide you to the right gate.

All of Swedavia’s airports also have assistive hearing loops at their information counters. It is a good idea to mention that you have impaired hearing when you book your flight. If you want, you can book assistance at the same time and in that way get help to and from the aircraft.


Assistance dog

If you are flying with an assistance dog, it is important that you tell the airline when you book your flight. You also need to:

  • Ask the airline what rules apply for assistance dogs on your particular flight.
  • Check what rules apply for assistance dogs in the country you are flying to.
  • Check what vaccinations the dog must have and whether there are any
  • Quarantine rules for the country you are flying to.

Even if you have an assistance dog, you can get help at the airport from PRM Assistance, which will help you to your seat in the aircraft if you would like that.


Invisible impairments

PRM Assistance helps people with an invisible impairment to and from the aircraft. However, some airlines want that person to travel with someone to assist them during the flight. Always ask the airline what applies to you in particular when you book a flight.


On board the aircraft

The airline is responsible for passengers on board the aircraft, and each airline has its own rules. The airline is responsible for determining what applies to you in particular and your disability aid.


Medicines

Rules for flying with medicines may vary from country to country. It can be a good idea to have documentation with you that shows the medicine is yours (for example, a letter from your doctor or a prescription for the medicine).

Medicines in your hand baggage – Read more on the Swedish Transport Agency’s website.

Travelling with medical products – more information is available on the Swedish Medical Products Agency (Läkemedelsverket)’s website


Pacemaker

Let your airline know that you have a pacemaker when you book your flight. Then inform staff at the security checkpoint before you walk through the metal X-ray arch so that they can help you.


Oxygen equipment

Let your airline know what kind of equipment you have when you book your flight. Different rules apply for different airlines, so if you are flying with more than one airline, you must contact each airline.


Disability aids

You are entitled to take two disability aids with you at no cost – for example, an electric wheelchair and a manual wheelchair.

If any disability aid is damaged or delayed during your journey, the airline is responsible for replacing it temporarily with an equivalent disability aid. Unfortunately, the temporary disability aid will not always be completely identical to your personal disability aid.

To reduce the risk of damage to disability aids with wheels, for example, strollers and wheelchairs, you can remove all loose parts before check-in and, for example, put them in your hand baggage.


Do you have any questions?

Please contact us by phone at +46 (0)10-109 56 00 or e mail us at info@ostersundairport.se