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How to prepare for your flight - booking the assistance service

When purchasing your ticket, or at least 48 hours before the scheduled departure time, inform the airline or tour operator of the type of assistance you will require. If you wish to bring your own wheelchair or mobility aid with you, inform the airline or tour operator of this requirement when purchasing your ticket or at least 48 hours before the scheduled departure time, specifying the type of wheelchair that you have. For more information, please see the “Plan your journey” section.


On the day of departure, ensure that you arrive at the airport in sufficient time for you to be provided with the necessary assistance. It is important for you to have the necessary time to move around inside the airport without any stress or worry.

Even if you already have a boarding pass, you must go to the check-in desk or contact points to make us aware that you have arrived at the airport. After you have checked in, come to our reception point in the Departures lounge and we will be ready to welcome you.

If you have not booked the assistance service, we will be happy to welcome you anyway, but please be aware that waiting times could be longer.

Service levels


From our reception point, we will help you through the security checks and, if necessary, border controls, then escort you directly to the boarding areas, where our operator will take their leave from you once the boarding time and gate has been confirmed.

If you have a piece of hand luggage which does not exceed the size and weight limits prescribed by the airline, we will help you to carry it;

Within the terminal, we escort you using our wheelchairs. If, on the other hand, you prefer to go to the boarding area using your own personal mobility aid, make sure that you are aware of the acceptance procedures of the airline you are flying with and ensure that you have enough time - planes don’t wait for anyone!


The airplanes park outside in areas away from the terminal. We will accompany you with our fully-equipped vehicles equipped up to the door of the aircraft and, if necessary, into your seat, with the help of a cabin wheelchair.

If you have reached the gate using your personal mobility aid, the airline will place it in the hold and inform you of how you can recover it once you reach your destination