Services to passengers » Reduced Mobility Passengers (P.R.M.)

Facilities for reduced mobility passengers (P.R.M.)

Passengers with disabilities or reduced mobility

Regulation (EC) No 1107/2006 of 5th July 2006 (in force since July 26th, 2007) is based on the principle that in air transport, as in other aspects of life, people with disabilities and persons with reduced mobility have the same rights as all other citizens to free movement and freedom of choice. Therefore these passengers have the right to travel by air under conditions similar to those of other citizens and not be excluded, unless for reasons of security provided by law.

How to request special assistance

The request for assistance and special needs of passengers with disabilities or reduced mobility must be notified to the air carrier, the travel agent or the tour operator at the time of booking or, at the latest, at least forty-eight hours before the departure time of the flight.
For more information about the terminology used by the operators, please find below IATA codes:
WCHR (WHEEL CHAIR RAMP) Passenger who can walk independently within the aircraft, and go up and down the stairs, but who needs a wheelchair or other means of transport to travel long distances within the airport.
WCHS (WHEEL CHAIR STAIR) Passenger who can walk independently within the aircraft, but who cannot go up or down the stairs and needs a wheelchair or other means of transport to move around the airport.
WCHC (WHEEL CHAIR COMPLETELY) Immobilized passenger, who needs a wheelchair to get around and requires assistance from arrival at the airport until the end of the flight and to go out of the airport.
DEAF Passengers with hearing impairment or hearing and speech.
BLIND Passengers with visual impairment (blind and visually impaired to be distinguished)
DEAF/BLIND Passengers with impaired vision and hearing, who needs the assistance of an attendant to move.
DPNA Passenger with intellectual or behavioral problems
Please note that, in order to provide a service tailored to meet the specific needs of PRM, the air carrier may request additional information regarding:

• the method of assistance required,
• possible transport/use of medical equipment and/or mobility aids,
• needs to travel with a certified assistance dog.

Recommended time of arrival at the airport

The PRM that goes directly to the check-in must occur:
  1. at the appointed time, published by the air carrier or its agent, tour operator or airport operator, or
  2. at least one hour before the published departure time of the flight (Regulation 1107/2006)
The PRM that comes to a Designated Point within the airport must occur:
  1. at the appointed time, published by the air carrier, its agent, a tour operator or the airport operator, or
  2. at least two hours before the published departure time of the flight (Regulation 1107/2006)

Services and resources

Thanks to qualified personnel to the use of necessary equipment SEAF provides passengers with disabilities and reduced mobility assistance from their arrival at the airport up to board the aircraft.

There are reserved parking spacesopposite the entrances of the Departures Terminal and of the Arrivals Terminal. As per ENAC Regulation have been designated the Departure Point and the Arrival Point, located respectively at the entrance of Departures Terminal and at the entrance of the Arrivals Terminal and marked by special signs. In these points passengers can wait for the arrival of care professionals or of their families.
At the entrance of the Departures terminal is placed an intercom systemthat can be used by PRM to announce his/her presence at the airport staff, in order to be assisted in check-in and boarding operations. In the same way, for incoming passengers staff will provide assistance to PRM and his/her baggage from his/her seat on the plane to the designated point outside the airport.
Airport facilities include wheelchairs for those who do not possess them. Boarding operation is carried out by an Ambulift, a fully equipped elevator to carry passengers from gate directly on board of the aircraft.
Blind Passengers are allowed to embark with their guide dogs with a special certificate, harness (some airlines require also the muzzle) and health card or passport (required for international flights).
PRM assistance service is totally free
.

It's also available a TAXI service to and from Forlì railway station of for the carriage of passengers with reduced mobility (up to a maximum of 1 person with wheelchair + 5 passengers).
For information and reservations:

www.taxiforli.com
Tel. +39.339.6537764

Quality of service standards and related indicators

As provided for by Regulation (EC) No. 1107/2006 of the European Parliament and of the Council of 5th July 2006 concerning the rights of people with disabilities and people with reduced mobility in air transport, and ENAC Circular series General JAN-02 of 8th July 2008, Regulation (EC) No. 1107/2006 of 5 July 2006 concerning the rights of persons with disabilities and persons with reduced mobility when travelling by air, SEAF S.p.A., Forlì Airport Managing Company entrusted to COOPERATIVA SOCIALE ELCAS UNLUS all the activities of assistance, tutoring, boarding and disembarking of passengers with reduced mobility (P.R.M) in transit at the Forlì airport.

The service provides the following activities so detailed:
  • assistance from designated points inside and outside the Terminal;
  • shift from the point of request to the information desk;
  • assistance in carrying out the formalities of registration of the passenger and his/her  luggage if required;
  • assistance from information desk to the aircraft, carrying out security checks, customs and border;
  • boarding on the aircraft, using the equipment in use (elevators, moving platforms, wheelchair) until reaching of the assigned seat;
  • assistance from seat to tailgate and disembarking from the aircraft itself, using the equipment in use (elevators, moving platforms, wheelchairs);
  • assistance from the aircraft to the arrivals hall, with completion of the Customs and border controls;
  • withdrawal of the baggage drop-off from conveyor belt and shift to the designated point of arrival;
  • assistance to P.R.M. in transit on other flights to ensure acceptance of formalities, security, border and customs;
  • assistance for going to the toilet, if necessary;
  • if requested by P.R.M., possibility for his/her accompanying person to assist the P.R.M., including disembark  and embarkation operations;
  • temporary replacement of P.R.M. equipment, if damaged or lost, with the one provided by Seaf, bearing in mind that such replacement might not be feasible;
  • ground handling assistance to guide dogs, where appropriate.

As required by Circular ENAC JAN-02, SEAF is committed to achieving the following quality of service parameters:

for departing booked passengers
indicator: the waiting time to receive assistance from one of the airport's designated points, once notified their presence.
Target:
80% of passengers should not wait more than 10 minutes,
90% of passengers should not wait more than 20 minutes,
100% of passengers should not wait more than 30 minutes.

for departing not booked passengers
indicator: the waiting time to receive assistance from one of the airport's designated points, once notified their presence.
Target:
80% of passengers should not wait more than 25 minutes.

for incoming booked passengers
indicator: the waiting time for receiving assistance on the aircraft, once that the last passenger has been disembarked.
Target:
80% of passengers should not wait more than 5 minutes,
90% of passengers should not wait more than 10 minutes,
100% of passengers should not wait more than 20 minutes.

for incoming not booked passengers
indicator: the waiting time for receiving assistance on the aircraft, once that the last passenger has been disembarked.
Target:
80% of passengers should not wait more than 25 minutes.

In general
indicator: number of passengers reaching the aircraft in time for the pre boarding and the departure in relation to the total number of passengers who have requested assistance.
Target:
100%

Even in case of failure to notify the assistance to Seaf within the prescribed time, every possible effort will be done to ensure the necessary assistance to P.R.M.
Also in 2012 SEAF respected the parameters of quality for each service request in the terms established by ENAC.

Complaints

Any suggestions or complaints can be sent to:

SEAF
ENAC
  • by mail to: Carta dei Servizi ENAC, Viale del Castro Pretorio, 118 - 00185 Rome;
  • by fax to: +39 06 44596493;
  • by email to: pax.disabili@enac.gov.it