PRM: passengers with reduced mobility

Assistance at Venice Marco Polo Airport for disabled passengers and passengers with reduced mobility

General information

In compliance with EC Regulation No. 1107/2006, since 26 July 2008 SAVE S.p.A. has provided assistance for disabled passengers and passengers with reduced mobility (PRM) at Venice Marco Polo Airport. The EC Regulation makes the airport managing body responsible for providing assistance at European Airports and ensures that an equivalent level of assistance is guaranteed throughout Europe.

For this purpose, Venice Marco Polo Airport has a mobile landing stage at the dock, free reserved parking, and a "Sala amica" lounge near the boarding gates in the Departures hall.

Assistance for disabled passengers and passengers with reduced mobility is provided totally free of charge.

See the printable brochure for full information on the service.

Take a look to General Planimetry PRM Call Spot

How to apply for assistance

To ensure the best possible service, you should notify the airline of your needs when making your booking or at least 48 hours before departure. The airline will notify all airports included on your itinerary.

The airline may ask for further information on the kind of assistance required, the need for transport and use of medical equipment and/or mobility aids, and the need to travel with recognised assistance dogs.

In certain cases (e.g. during post-operative convalescence), the airline may ask you for a doctor's certificate authorising you to fly.

Baggage and assistance dogs

The EC Regulation grants persons with disabilities or reduced mobility an increased free baggage allowance for the transport of medical supplies and/or mobility equipment, up to a maximum of two devices.

Furthermore, "recognised assistance dogs" are allowed to travel in the cabin of aircraft without any additional charges provided the carrier is notified in advance, in compliance with national regulations applicable to the transportation of dogs.

Departing from Venice Airport

Check-in times

To receive the required assistance and to complete the check-in procedure, please be sure to arrive at the designated help points or directly at the check-in desk in good time.

If you need to be met at one of the help points, you should arrive the following number of hours before the flight departure times:

  • Two hours for domestic flights
  • Two and a half hours for international flights
  • Three and a half hours for intercontinental flights.

If you report directly to the check-in desks, you should arrive the following number of hours before the flight departure times:

  • One hour for domestic flights
  • Two hours for international flights
  • Three hours for intercontinental flights.

Parking

Passengers with disabilities are entitled to park free of charge in the reserved spaces in all car parks at Venice Marco Polo Airport. Remember to take the parking permit (issued in accordance with Presidential Decree DPR 495/1992) together with the car park ticket to the information office or to the pay desk in the multi-storey car park.

Help points

You can request assistance at any of the five help points or directly at the check-in desk.

You will receive assistance according to your needs until you board the aircraft.

The help points are located:

  • In car park PBus;
  • In car park P1S, near to the PRM reserved lots;
  • At the dock (water bus landing stage)
  • In the covered sidewalk between car lanes and Terminal
  • In the sidewalk near to Short Term and Il Milione car park.

Attention please: until October 15, help point located in the first floor between car lanes and Terminal is not available due to maintenance work.

Refer to the Airport Maps.

Arriving at Venice Airport

PRM assistance is provided from the time of disembarkation from the aircraft through to one of the connecting points for your onward journey.

Who the service is for

The Airport provides assistance to the following types of PRM, identified by the relevant international IATA codes:

  • Blind or vision impaired passengers (code BLND)
  • Mobility impaired passengers, divided into three categories:
    • Persons who are unable to walk long distances but can ascend and descend steps and walk on their own (code: WCHR)
    • Persons who are unable to walk long distances or ascend/descend steps but can make their own way to/from cabin seat (code: WCHS)
    • Passengers who are paraplegic/quadriplegic, require an on-board wheelchair and must be carried to/from cabin seat (code: WCHC)
  • Passengers with hearing disabilities (code: DEAF)
  • Passengers with intellectual or developmental disabilities (code: DPNA).

Complaints

If you do not receive the assistance you need, you can file an initial complaint to the airline. If this does not meet with an adequate response, you can then submit a format complaint to ENAC (Italian Civil Aviation Authority), the organisation designated by the Italian state to oversee the rights of passengers with disabilities or reduced mobility.

Quality standards

To see the quality standards of the ground handling assistance provided to persons with reduced mobility, go to the Service Charter.

Special equipment

Venice Airport provides the following equipment for this service:

  • Wheelchairs of various sizes for use with a travelling companion or member of staff for transport inside the airport
  • Variable height wheelchairs for boarding
  • Wheelchairs for temporary loan in the case of delayed return or damage to the passenger's own wheelchair during the flight
  • Ambulift and minivan for boarding and disembarking from aircraft

Minivan for transport to and from the help points at the airport.

Contact information

Save information office Tel. +39 041-260.9260

Complaints department –  email quality@veniceairport.it 

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