Quality guarantee for Finavia's assistance service

Disabled passengers and passengers with reduced mobility are entitled to servicing and escort assistance at all airports within the EU. Finavia also wants to offer them the best and highest-quality services possible at its airports.

See how to order assistance service

Assistance service quality guarantee for departing passengers

When a passenger has booked assistance service in advance and registered at the airport, the assistant will arrive as soon as possible. In most cases (80%), the assistant will arrive within 10 minutes of the registration. It will never take more than 30 minutes to get assistance.
Even when the assistance has not been booked in advance, the assistant will arrive as soon as possible. However, in these cases we cannot guarantee as quick service as for passengers who have booked the service in advance. In any case, the majority of passengers (80%) will receive assistance within 25 minutes. It will never take more than 45 minutes to get assistance.

Assistance service quality guarantee for arriving passengers

When a passenger has booked assistance service in advance, the assistant will arrive as soon as possible. In most cases (80%), the assistant will arrive within 5 minutes of the aircraft coming to a halt. It will never take more than 15 minutes to get assistance.
Even when the assistance has not been booked in advance, the assistant will meet the passenger at the aircraft as soon as possible. However, in these cases we cannot guarantee as quick service as for passengers who have booked the service in advance. In any case, the majority of passengers (80%) will receive assistance within 15 minutes of the aircraft coming to a halt. It will never take more than 35 minutes to get assistance.

Information about the training of assistants

Finavia, in cooperation with disability organisations, has drawn up a training programme for airport assistants for disabled passengers and passengers with reduced mobility. The training is based on materials prepared by the European Disability Forum (EDF).
The two-tier training includes practical assistant training or customer service training to increase awareness, as needed.

Return to the “Passengers with reduced mobility” page