Assistance service for disabled passengers and passengers with reduced mobility at airports

The assistance service for disabled passengers and passengers with reduced mobility at airports will be transferred as of 26 July 2008 from airlines to the airports and will be more comprehensive. The smoothest assistance service will be achieved if passengers requiring assistance give advance notice to the airline or travel agency when booking the trip (48 hours before the flight), and explain at the same time in more detail about the help that is required.

The background to the change is an EU regulation that aims to improve and harmonise the service at all EU airports. The assistance service provided at airports is intended for passengers whose mobility is restricted due to a physical disability or handicap, for passengers with impaired vision and hearing, for elderly passengers, for those with temporarily reduced mobility and for everyone who requires special help.

Finavia will acquire most of the assistance services for its airports from external service providers; the service will be provided at Helsinki-Vantaa Airport by Lassila & Tikanoja.

Assistance service in practice

Departing passengers report at the check-in or the airport's pick-up point, which is marked with the international disabled sign. A trained assistant will come and assist the departing passenger or transit passenger at the check-in, security check and the gate area until the passenger gets into the seat of the aircraft. The service chain for arriving passengers ends at the departure point for the connection.

There are five call points at Helsinki-Vantaa Airport, which are located, for example, close to disabled car parking spaces, public transportation and taxi ranks. Passengers can use the call points to speak to the assistance service provider.

Finavia is obtaining stair climbers for all its airports, wheelchairs for the terminals and other equipment to facilitate giving assistance, such as hoisting belts. In addition, Helsinki-Vantaa will be getting its own bus for disabled passengers for transporting passengers to and from the apron.