Disabled passengers & persons with reduced mobility PRM

When booking your flight, inform the airlines and travel agency (either when filling in a reservation form or booking by telephone or Internet) of your detailed needs and the nature of your disability. This will allow the appropriate aid and efficient service at the airport to be prepared in advance.

The staff responsible for making reservations may ask you about the following:

• Type of disability and its medical name, when necessary,
• Problems with travelling,
• Problems perceiving announcements (audible/visual) at the airport
• Types of aid needed by the passenger,
• Type of medical or aid equipment, e.g. wheelchairs,
• Medicines to be taken during the journey,
• Guide-dog assistance,
• Special food needs.

Taxis

Near the entrance to the terminal are taxi ranks, enabling comfortable arrival and departure from the terminals. Airlines have at their disposal cars to transport the disabled, including persons in wheelchairs as well as the wheelchairs themselves. There is also a designated spot for disabled people on the Kiss&Fly bay.

City Buses

The City bus stop is situated near the entrance to the terminal. Buses are adapted to transport disabled persons.

Train

Train is the fastest mean of transportation from Kraków acity centre to the airport. The journey takes only 18 minutes. A railway station is situated at the rear of the multi-storey car park. Trains are adopted to transport disabled persons.

Airport car parks have wider spaces for the cars of disabled drivers. These spaces are marked with appropriate symbols.

On the way to terminal (car parks, terminal entances, terminal facilities) there are appropriately marked "help points" which can be used to call for assistance.

CHECK-IN

Dedicated check-in desk is adapted to check in disabled persons. The desk is equipped, with lowered table-tops adjusted to serve disabled persons on wheelchairs, as well as special sitting spaces to wait for the next journey stage.

SECURITY CHECK POINT

Disabled persons are subject to safety control to the same extent as other passengers. The staff carrying out sacurity control have been appropriately trained in doing so with disabled passengers. Visually impaired passengers may be accompanied by their guide-dog at the airport and during check-in, provided that the guide-dog was announced before-hand. We suggest that you become familiar with the medicine and liquids transport regulations, and with the list of forbidden items, before commencing your journey.

BOARDING THE AIRCRAFT

After security control, disabled passengers must wait to board the aircraft in the departure lounge, where special, bookable seats are located. Disabled passengers are accompanied by assistance staff when boarding. Once on board, they will also receive personal attention.

Help points

A disabled person can use a help point to automatically summon special assistance staff. These points are clearly marked and located inside the terminal and on the way to it and can be accessed by people with disabilities.

Special assistance for disabled persons

There is a help point for disabled persons in each terminal. A disabled person arriving at the airport can report his/her arrival at these points, marked with appropriate pictograms and fitted with summoning devices. A disabled passenger who has reported their arrival receives assistance from a staff member who will help go through all airport procedures.

Emergency first aid calling

Specialized devices for calling first aid in emergency are located in all airport buildings and can be used 24 hours. A passenger can summon an on-duty emergency team to a given location at the airport by pressing a respective first aid button. The devices are marked in red.

Visual airport information system

Information about flights and other announcements appear in a visual form on monitors located in all zones of the terminal

Reserved waiting areas

There are waiting areas at the airport reserved exclusively for the use of passengers with disabilities, with special-design benches for disabled persons.

Toilets for the disabled

Kraków Airport has special toilets adjusted to the needs of disabled persons.

Phones

Phones that can be used by people with disabilities are located in generally accessible zones of the terminal.

Elevators

All elevators at the airport are friendly to disabled persons, featuring visual information and offering comfortable use to passengers on wheelchairs.

Special assistance for disabled persons

Disabled passengers may be accompanied by trained assistance staff at the airport on request. In order to do so, the passenger should call at one of help points located near the entrances to the terminals, inside the terminals and in the car park, or go directly to the specially marked points within the terminals.
The assistance staff will give all possible aid to the disabled person from the moment of their arrival at the airport, during waiting for passport check-in and also during check-in and boarding.

Need Help Service

Airport staff will render aid in the public part of the terminal to all passengers, including disabled persons. Staff can also mediate contact with the Disabled Dept. and give initial information about the journey and rules of assistance.

Carrying the Hidden Disabilities  gadget in the discreet way is causing that persons with invisible disabilities are becoming visible. For employees of the airport (and not only) it is information such person  might need more support. Persons with invisible disabilities can pick gadgets up from points of airport information. More information on: https://hiddendisabilitiesstore.com

A disabled person or a person with reduced mobility should submit a notification of the need for assistance to a carrier or tour organiser when booking a plane ticket at least 48 hours before the published departure time for the flight. It will allow the appropriate services of the Kraków Airport Operator to guarantee assistance at a time chosen by the passenger. In case the passenger does not submit a notification, the Kraków Airport Operator will do everything in his power to provide the required assistance, however the waiting time may be longer.

The standards and target quality of services is agreed upon by the Kraków Airport Operator, service provider and remaining users of the airport. The minimum quality standards for ground handling of disabled persons and persons with reduced mobility are the following:

1. Departing passengers who booked assistance in advance, upon arriving at the airport and notifying the appropriate services at the front desk:

• 80% of customers should not wait for assistance longer than 10 minutes
• 90% of customers should not wait for assistance longer than 20 minutes
• 100% of customers should not wait for assistance longer than 30 minutes

2. Departing passengers who did not book assistance in advance, upon arriving at the airport and notifying the appropriate services at the front desk:

• 80% of customers should not wait for assistance longer than 25 minutes
• 90% of customers should not wait for assistance longer than 35 minutes
• 100% of customers should not wait for assistance longer than 45 minutes

3. Arriving passengers who booked assistance in advance; assistance should be available upon leaving an aircraft:

• 80% of customers should not wait for assistance longer than 5 minutes of “on chocks”
• 90% of customers should not wait for assistance longer than 10 minutes
• 100% of customers should not wait for assistance longer than 20 minutes

4. Arriving passengers who did not book assistance in advance; assistance should be available upon leaving an aircraft:

• 80% of customers should not wait for assistance longer than 25 minutes of “on chocks"
• 90% of customers should not wait for assistance longer than 35 minutes
• 100% of customers should not wait for assistance longer than 45 minutes

All remarks and complaints concerning assistance for disabled persons and persons with reduced mobility should be sent to the postal or e-mail address indicated on the Kraków Airport's website at www.krakowairport.pl, tab: Passenger – Travel - Special needs (PRM), or to the Passenger Rights Protection Commission https://pasazerlotniczy.ulc.gov.pl/en/passenger-s-rights