PASSENGERS WITH DISABILITIES
AND REDUCED MOBILITY
Accessibility services for passengers with special needs and disabilities
Notice to passengers
During the summer period, due to increased passenger traffic and in order to enhance the travel experience, assistance procedures for passengers with reduced mobility may be adapted to operational requirements. During transfers within the airport and to/from the aircraft, assisted passengers and their companions may be required to follow separate routes. Reunification will nevertheless be ensured either on board the aircraft or in the arrivals area. Any specific needs will be assessed by the staff in charge. Passengers are reminded to always carry a valid travel document and identification document with them.
Try indoor navigation at Terminal 1
We have launched, on a trial basis and in collaboration with GoodMaps, a new indoor navigation technology to help you more easily reach gates, services, and points of interest.
FOR THE PEACE OF MIND OF PASSENGERS WITH SPECIAL NEEDS
Booking
The 1107/2006 is mandatory in European airports, introduced by the EEC to guarantee accessible air transportation for assistance for passengers with reduced mobility and special needs.
Should you require assistance:
-
Inform your airline or travel agent at least 48 hrs prior to your date of departure
-
Refer to the specific PRM section on your airline’s website
-
Your airline may request additional information to assist you better e.g. will you be travelling with your own chair, medical equipment, a guide dog, etc
Your airline will assign you with a IATA code which describes the type of assistance you require:
WCHR
Passenger who can walk independently inside the aircraft as well as go up and down stairs, but who needs a wheelchair or other means of transport to move for long distances inside the terminal.
WCHS
Passenger who can walk independently inside the aircraft, but who cannot go up or down stairs and who needs a wheelchair or other means of transport to move around the airport.
WCHC
Non-ambulatory passenger, who can travel with his own wheelchair and requires assistance from the moment of arrival at the airport, during all phases of boarding and disembarking of the flight, including the stay on board the plane and until the end of the flight and upon arrival at your destination.
DEAF
Passenger with partial or total limitations in hearing and verbal communication.
BLND
Passenger with partial or total vision limitations.
DPNA
Passenger with cognitive, intellectual and behavioral limitations.
Caution: are your arriving to the airport by train and you requested assistance? Contact us via our Call Points located on the railway ticket office floor.
Boarding and disembarking procedures
Departure
It is possible to report Your presence as well as activate the service directly at the check in desks or through specific interphones "Sala Amica Call Points" located:
Malpensa Terminal 1
-
Entrance 13, 15, 19 on the Departures floor
-
Entrance 4 and 7 on the Arrivals floor
-
P2, parking floor -1
-
At the train station
-
At car rental agencies
Malpensa Terminal 2
-
P5 parking area
-
Departures Area, Entrance 3
-
At the train station
-
Arrival Area, Entrance 7
From reporting, our dedicated staff will assist You according to Your specific needs; for example, during check in, safety and documents controls and boarding, by walking You to Your gate and, if necessary, on board of the aircraft.
When offered from the boarding area, special assistance can be delivered by walking You by feet and showing Your departure gate or pushing You on one of our dedicated wheelchairs.
Inside the airport You will find dedicated restrooms and several seating areas where You will be able to rest, should You need it while walking to the boarding gates. It is also possible to take a break in our Sala Amica lounges.
If the aircraft is parked in a remote stand, boarding will be carried out via special elevators called ambu-lifts that will allow You to board without having to climb steps.
If You need the help of a wheelchair to board the aircraft, our staff will be available to push You on one of our dedicated chairs whose size permits them to pass through the narrow aisles of airplanes. Should this be the case, passengers travelling with their own wheelchair will be assisted into transferring to the aircraft chair.
If You fly with someone, we will try to make sure, as much as possible, that he or she can accompany You during all the phases of departure.
Some of our special means of transportation inside the airport might have limited seating, therefore Your companion could be asked to give his seat up to someone else in need of assistance.
Should that be the case, we will try to organise the service with the aim of reducing the discomfort of being apart.
On Board
The airline company You fly with will assist You with its cabin crew.
Companions
If you travel with a companion, we will ensure their presence during all phases of assistance both at departure and arrival. However, during the transfer to and from the aircraft, special vehicles with limited seating may be used, and therefore your companion may be required to board the flight directly from the assigned gate or via bus. In any case, we will do our best to organize the service to minimize inconvenience and reunite you as soon as possible.
What time should I report at the airport?
Check-in, assistance and boarding procedures have times that vary depending on the flight destination and the time of day.
We therefore recommend arriving at the airport at least:
-
2 hours before the scheduled departure time, in the case of a flight with a domestic or Schengen destination
-
2 hours and 30 minutes before the scheduled departure time, in the case of a flight with an international or non-Schengen destination
Click here to consult the map created to provide you with a brief and approximate overview of distances and travel times.
Where can I park?
Within the barrier-controlled car parks, Milan Airports Parking reserves dedicated spaces free of charge for Passengers with Reduced Mobility (PRM) holding a valid original permit. Please note that within the short-stay car parks P7, P8, P9 and P10 and in the long-stay car park P2 Top Car, there are no spaces reserved for PRMs.
PROCEDURE TO FOLLOW
Upon arrival at the airport, park the vehicle in a dedicated space and display the permit on the dashboard, preferably the original.
Upon return from your trip, before collecting your car, please go to the “Help Desk – Payments and Assistance”. At Terminal 1 it is located next to the automatic payment machines / Post Office, on the Arrivals level, near door no. 6, while at Terminal 2 it is located inside the terminal building, Arrivals area. At the Help Desk, complete the registration by presenting the following documentation:
-
parking entry ticket;
-
valid original disability permit;
-
identity document of the person with a disability;
-
travel document of the permit holder indicating the departure date
Short stay
Only at Terminal 1
The 15 Minutes Area is a controlled traffic area, free to all users, characterized by a system that electronically detects the time taken to enter and exit the airport area.
People with a disability badge and passengers with reduced mobility can access the Area for 15 minutes with a maximum parking time of 4 hours.
Persons with a disability badge
To take advantage of the exemption, it is necessary to fill in the form by entering, in addition to the required credentials, the license plate number and the window sticker number.
Click here to fill out the form. The form can be filled in before and no later than the 3rd day after stopping in the 15 minute area.
Passengers with Reduced Mobility who need assistance from the Sala Amica
At the time of assistance, a pin code will be delivered, which must be entered, together with the requested credentials, in the application form.
Click here to fill out the form. The form must be completed within the 3rd day of assistance.
For extended stops it is advisable to use the SEA car parks, where parking is free.
What is Sala Amica?
Sala Amica is the general name for all airport services assisting passengers with special needs and reduced mobility and are provided free of charge by SEA.
The dedicated lounges reflect the following standards to ensure passenger comfort:
-
qualified personnel
-
accessible restrooms (inside and/or near lounges)
-
flight info screens
Where are Sala Amica lounges?
Sala Amica lounges at Malpensa are located:
-
Sala Amica Terminal 1 between 8.00 am and 6.00 pm, Departures floor following the signs for "Sala Amica", street entrance from door 12, entrance from inside the Terminal towards Check-in Areas 1-3; Boarding Gates Area
-
Terminal 2, Departures, central door
Indications for the visually impaired
Terminals are equipped with tactile guide paths and Braille buttons on telephones and lifts. A synthetic voice system indicates the floor at which the lift is stopping.
Inform your airline in advance if you will be travelling with an assistance dog.
Non-visible disabilities and the autism project
Notice: Starting Monday, 15/12, work will be carried out on the Loges pathways. To allow these activities, some construction areas will be set up and certain transport services may be temporarily closed.
Milan's Airports have long paid great attention to the care of passengers with non-visible or less visible disabilities.
The aim of the assistance service provided by airport operators is to provide support, respecting diversity, empathizing with the needs of passengers, making the journey a positive experience.
Invisible disabilities may for example include: psychological conditions such as anxiety, depression, obsessive compulsive disorder (OCD), schizophrenia, autism spectrum disorders (ASD), attention deficit hyperactivity disorder (ADHD), (ADD), difficulty sensory processing, dementia, head trauma, learning disabilities and hidden physical health conditions, such as chronic pain, respiratory conditions, diabetes, incontinence, stoma, heart disease.
Management of needs
People with a non-visible disability know their needs and can contribute to the success of the trip by making them understood by the assistance service operators.
Independent travel or with a companion
The assistance service promotes the autonomy of all passengers. Given the very different nature of the needs of passengers with non-visible disabilities, a conscious evaluation of the person's level of autonomy during the travel experience is recommended, considering whether the level of support that the airline and the airport manager can provide are appropriate to the specific situation.
Autism - Traveling through the airport
Linate and Malpensa airports participate in the "Autism - Traveling through the airport" project created by ENAC with the collaboration of Assaeroporti and sector associations to facilitate the travel experience of autistic people and their companions. Read here to find out more.
Quality certifications
Our goal is to create all the conditions that make the travel experience calm and comfortable for passengers with reduced mobility.
The assistance service at Milan Airports complies with EU Regulation 1107/2006 and ENAC Circulars GEN 02B.
SEA’s commitment to this service is demonstrated not only by our passengers but also by the voluntary achievement of the following certifications:
- UNI EN ISO 9001 Quality Management Systems;
- Service Certification for assistance activities, based on a Protocol that defines the service requirements of the Sala Amica.
Certificates issued by the RINA body.
The added value of this certification scheme is the annual audit of all airport infrastructures and facilities, carried out by a team of auditors.
With a view to continuous improvement, SEA has established a “Technical Committee” composed of the main associations for the protection of the rights of people with disabilities. This committee validates the aforementioned Service specification and formalizes collaboration among the stakeholders involved in these delicate assistance processes to best meet the needs of people and respond to market demands.
Download the ISO 9001 RINA CERTIFICATION
Download the Customer Experience Service Certificate for Passengers with Reduced Mobility – RINA
Download the Regulations – Service Requirements of the Sala Amica (Italian only)
Contacts and useful info
For additional information on the services offered to disabled and/or reduced mobility passengers, please call (+39) 02 232323 or write to prm@seamilano.eu.
E.U. - Rights for travellers with reduced mobility
E.N.A.C. - Passengers with disabilities or reduced mobility
Discover more about distances and travel times
Check the map created to provide you with a brief and approximate overview of the route at the airport
FAQ
Here are the answers to your questions
See also
