Assistance for disabled persons

PREPARING FOR YOUR TRIP

„Rzeszów-Jasionka" Airport Ltd. provides general and detailed information concerning services and solutions for disabled passengers and people with reduced mobility.
Following instructions will help in fast and efficient passing through the check-in, safety control, document control, as well as boarding.

Making a reservation

Disabled passenger or passenger with reduced mobility, after buying a ticket, should precisely define a kind of help that he/she needs. For passengers who have not declared themselves, the management of the „Rzeszów-Jasionka" Airport prepare a special reservation form which should be filled and sent by e-mail or fax not later than 48 hours before departure. This form should contain necessary information concerning the name, surname, flight number, departure time, reservation number and also special information concerning the type of disability and the equipment. All these personal details are indispensable for appropriate aid and efficient service for a disabled person or a passenger with reduced mobility. The form goes to the „Rzeszów-Jasionka" Airport staff responsible for PRM service. If a carrier, its representative or travel agent receive a sign of help need (at least 48 hours before official departure time), he/she is obliged to inform Subcontractor and the Manager of the „Rzeszów-Jasionka" Airport but not later than 36 hours before planned departure. Any information gathered in this form will be used only to define an appropriate help for PRMs.
The Manager and the staff of the „Rzeszów-Jasionka" Airport, Carrier or its representative are obliged to comply with the personal information, according to the Act from August 29th, 1997.
The Manager of the „Rzeszów-Jasionka" Airport is obliged to keep filled forms by 3 months from the date of reception.

Scope of provided services

The staff of the „Rzeszów-Jasionka" Airport are obliged to provide aid to PRMs starting with the arrival to the airport (car parks with special marking, bus stop or car park near the departure terminal) till the moment of passenger boarding, whereas in arrival from the moment of reception of the passenger from the aircraft till the arrival zone open for general use.
Detailed route of the PRM can be presented as follows:

Getting to the airport by own vehicle.

• The Manager of the „Rzeszów-Jasionka" Airport appoints the car park space and special marking for PRMs.

• Under the notion of ‘special marking' we understand vertical signs informing about the car park location for PRMs, as well as, horizontal signs at special car park spaces.

• The Manager is obliged to eliminate architectural barriers (i.e. kerbstone) next to car park spaces through installing, for example, driveways (ramps) for wheelchairs.

• Wall panel for help calling should be installed in the close vicinity of car park for disabled passengers.

• Information about arrival of the passenger requiring help goes to the staff of the airport by means of the wall panel for help calling. Indicated members of airport staff are obliged to provide services for disabled people.

• An airport worker is obliged to go to the car park in order to take a disabled passenger through the terminal to check-in desks.

Getting to the airport by taxi or a car.

• The Manager of the „Rzeszów-Jasionka" Airport permits halting a taxi or a car transporting a disabled passenger or the PRM directly before the terminal in order to drop off the passenger and take a luggage out of a car.

• The Manager is obliged to put the panel for help calling next to this place.

• Information about arrival of the passenger requiring help goes to the staff of the airport by means of the wall panel for help calling.

• An airport worker is obliged to go in front of the terminal in order to take a disabled passenger through the terminal to check-in desks.

Getting to the airport by bus.

• The Manager of the „Rzeszów-Jasionka" Airport is obliged to put a panel for help calling next to the bus stop.

• Information about arrival of the passenger requiring help goes to the staff of the airport - responsible for providing special PRM services - by means of the wall panel for help calling.

• An airport worker is obliged to go to the bus stop in order to take a disabled passenger through the terminal to check-in desks.

Terminal infrastructure and surroundning  area

Check-in

The Manager is obliged to care of bright and unambiguous marking for disabled people at the whole terminal. Pictograms are supposed to be legible, visible and placed wherever a disabled passenger or PRMs can appear.
Airport workers should check the reservation of a disabled passenger or the PRM. If the reservation has not been made, the airport worker should define a kind of help and provide it.

Shops, restaurants and other services:

Shop and restaurant services and also other services provided within terminals are available for PRMs and wheelchair users.

Waiting places at terminals:

Waiting places for PRM at the terminals are situated next to check-in desk and near the assistance phones. These places, as well as the access to them are clearly marked and they are available for PRMs. The airport staff regularly control PRM places, which is essential especially for those passengers who cannot use visual information.

Wheelchairs:

Electric wheelchair users should have permission document which points using such vehicle in order to get to the departure hall /gate/ if possible. In other cases wheelchairs are supposed to be send when check-in.
Wheelchairs are transported without any extra charges. They are sent as the last ones and delivered at first. Airlines are obliged to transport the luggage with a special care.

Check-in

The staff of the handling agent check all information in order to make sure of prior reservation concerning special PRM needs. If there is no such an entry form, the staff are obliged to provide needed help.

Assistance at departure halls/gates/

The staff at the departure hall are obliged to know whether there are handicapped passengers, especially those with hearing disorder and if each of them gets the information concerning the departure flight. The staff also have the information about passengers who have problems with using stairs or covering a distance to the aircraft, and when necessary provide assistance. The same procedures apply to blind and partially sighted passengers. Those passengers must be kept informed about every stage of the departure procedure.

Boarding:

Passengers with reduced mobility should be transported by means of a special transport meeting requirements. If a disabled person requires "full lift on", she/he will be served at first. All disabled passengers who require assistance are checked-in firstly and they leave the board as the last ones. Only trained staff can provide assistance and do any activities in accordance with passengers who need assistance.

Safety, passport and customs control

Disabled passengers are subjected to safety control to the same extent as other passengers, but they require special treatment and care. The staff carrying out any control have been appropriately trained and acquainted with ECAC Doc. No. 30 concerning disabled passenger control. In case of an absence of a person providing assistance, the controlling staff is obliged to provide any assistance, e.g. help in lifting a luggage when control. Safety control appliances are adapted to wheelchairs. Regulations concerning safety control principles are included in Doc. Nr 30 ECAC, Annex F: Guidance material for security staff - Key points for checks of PRMs.

Dog assistance:

The Manager of the „Rzeszów-Jasionka" Airport permits blind and partially sighted passengers to have guide dogs inside terminal objects.

Assistance for arriving PRMs