PRM Service Quality Standards

Implementation of PRM services at Gdańsk Airport

Port Lotniczy Gdańsk sp. z o.o. [Gdansk Airport Ltd.] provides each disabled passenger or a passenger with reduced mobility, described as PRM (Passengers with Reduced Mobility) with assistance at departure and arrival, in compliance with the guidelines set out in the Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air, ECAC Doc. 30, and ICAO recommendations, Annex 9. The required assistance on behalf of the Airport Management is provided by Ferier. 

Any persons requiring assistance can report directly to our PRM service point operated by Ferier located in T2 Terminal in the Departure Hall or to the marked reporting points in the building of the Passenger Terminal or at the parking bay. The reporting points are operated by a qualified personnel who provide necessary information. 

Scope of assistance for people with disabilities and limited mobility

The assistance for disabled persons or persons with reduced mobility includes:

• Moving from designated parking spaces in front of the Passenger Terminal to check-in desks,
• Moving from a designated point at the Airport to check-in desks,
• Luggage control and check-in procedures,
• Moving from the check-in desk to the aircraft including any assistance required due to the reduced mobility during the immigration, customs and security procedures.
• Getting on the aircraft (enplaning) with the use of – if necessary – any specialist equipment or any other required assistance, depending on the circumstances.
• Moving from the aircraft door to the seat inside the aircraft.
• Getting off the aircraft (deplaning) with the use of – if necessary – any specialist equipment or any other required assistance, depending on the circumstances.
• Moving from the aircraft to the Arrival Hall and collecting luggage, including any assistance required due to the reduced mobility during the immigration, customs and security procedures.
• Moving from the Arrival Hall to a designated point at the Airport,
• Moving to the Transit Lounge for the passengers travelling from one flight to another,
• Moving to toilets or commercial zone in the Terminal, if it is necessary.

PRM Service – scope, equipment and response time

The standard of the service involving the assistance for disabled passengers and passengers with reduced mobility, provided by Ferier includes 1-2 agents of PRM services for most of the day (4.30 -8:00 two agents, 8.00-22.00 three agents, 22.00 until the last arrival – one agent), without any assistance during the night from 0.00-05.00.

A specialist equipment is used to assist our passengers, such as ambulift, wheelchair stair climber, manual wheelchairs, manually operated chair for enplaning and deplaning. The waiting time for assistance for disabled persons or persons with reduced mobility attending Gdansk Airport is as follows:

1. For the departing customers who made a reservation in advance, after arriving to the Airport and informing the service provider at the reporting point:
   1. 80 % of customers should not wait for assistance longer than 10 minutes
   2. 90 % of customers should not wait for assistance longer than 20minutes
   3. 100 % of customers should not wait for assistance longer than 30 minutes
2. For the departing customers who did not make a reservation in advance, after arriving to the Airport and informing the service provider at the reporting point:
   1. 80 % of customers should not wait for assistance longer than 25 minutes
   2. 90 % of customers should not wait for assistance longer than 35 minutes
   3. 100 % of customers should not wait for assistance longer than 45 minutes
3. For the arriving customers who made a reservation in advance, assistance should be available at the aircraft for:
   1. 80 % of customers within 5 minutes from the airplane’s driving to the parking space
   2. 90 % within 10 minutes
   3. 100 % within 20 minutes
4. For the arriving customers who did not make a reservation in advance, assistance should be available at the aircraft for:
   1. 80 % of customers within 25 minutes from the airplane’s driving to the parking space
   2. 90 % within 35 minutes
   3. 100 % within 45 minutes

PRM Service Quality Control and Passenger Rights

The quality of the provided service is monitored by the Airport Management. The contents of the Regulation (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air are available >>>HERE<<<

The Airport Management informs that in the event of questioning the quality of the PRM service provided, passengers may file a complaint to the President of the Civil Aviation Office >>>HERE<<<