Rights and Quality of Service

General information

EU Ruling 1107/2006 (valid for all EU airports), guarantees access to flight transport without discriminations and without additional costs, for disabled and reduced mobility passengers.

No one can refuse your booking or your right to board because of your disability or mobility problem. The only exceptions concern potential security issues justified by a national or international regulation or a technical impossibility, such as the limited size of the aircraft.

For flights from the EU, except where technically impossible, and when 48 hours' advance notice is given, airlines are obliged to transport your medical equipment and two pieces of mobility at most, such as a wheel-chair and crutches, at no extra cost.

PRM (Passengers with Reduced Mobility) Service Quality Standards

Bologna Airport guarantees the enforcement of service quality standards as expected in the European regulations: the service levels are divided in 5 macro-areas and divided into parts for passengers who reserved the service (within 48 hours prior to departure) and passengers who did not reserve the service. The compliance with this standards has been periodically verified by means of surveys and internal audits.

For departing passengers who reserved the service
  80% of passengers should not wait more than 10 minutes 100% of passengers should not wait more than 30 minutes
Waiting time before receiving assistance, from one of the airport contact points, once the passenger has notified its arrival 91,50% 99,80%

For departing passengers who did not reserve the service
  80% of passengers should not wait more than 25 minutes
Waiting time before receiving assistance, from one of the airport contact points, once the passenger has notified its arrival 99,20%

For arriving passengers who reserved the service
  80% of passengers should not wait more than 5 minutes 100% of passengers should not wait more than 20 minutes
Waiting time before receiving assistance, from one of the airport contact points, once the passenger has notified its arrival 76,70% 100,00%

Safety
Procedures to ensure the proper use of equipment and to maintain equipment in working order in all operations (procedures for proper purchase, control and use in all operations) Yes

Airport Information
Accessibility: number of essential information accessible to visual, hearing and motor impairments, as compared with the total number of essential information 100,00%
Completeness: number of available services, restrictions and conditions, if any, for which accessible instructions and information are available, as compared with the total number 100,00%

Essential information on assistance service request (using the contact points), on flights, luggage and on the use of airport services (bars, restaurants, etc…) must be accessible to all passengers with different types of impairments, particularly sensory (visual and hearing) and motor impairments.

Passenger communication
Number of answers in preset time as compared with the number of information requests 100,00%
Number of complaints as compared with the total number of disabled passengers or passengers with reduced mobility. 0,00%