Brussels Airport improves service to passengers with reduced mobility

As from Saturday 31 March Brussels Airport will be the first airport in Europe to implement the new European regulation concerning the assistance of passengers with reduced mobility (PRM). From now on PRM will be helped as soon as they get to the airport (train station, bus station or car park exits) whereas before passengers could only be assisted after they had checked in. In doing so Brussels Airport is the first airport to provide this service, thus anticipating the new EU Regulation that will come into force mid-2008.

Every year about 60,000 passengers with reduced mobility use the airport. To ensure that they get the assistance they require, Brussels Airport chose to work with Intergom Airport Caddy, a subsidiary of the Facilicom Services Group (FSG) that operates in Belgium, the Netherlands, France and the UK. The company will provide new employment for about 60 persons at Brussels Airport.

Persons who wish to apply for special assistance are requested to notify their airline (either in person or through their travel agent) when booking their flight or, at the latest, 48 hours before their flight. Those who can get to the check-in desk by their own means, do not have to do anything else. The airline will forward their request for assistance to the airport.

Passengers who also require assistance between the train station, bus station or car park exit and the check-in desk, have to notify the provider Intergom Airport Caddy at least 36 hours in advance. They can either do so by phone (02/753.22.12), through the provider's website (www.airportcaddy.be) or via e-mail (info@airportcaddy.be).

On arriving at the airport, passengers will be able to announce their presence by using one of the dedicated call points outside the terminal. These call points are located at the train station, bus station and car park exits and near the taxi stands. Passengers can also proceed directly to the special assistance desk in the departure hall of the airport.

Brussels Airport is generally acknowledged as one of the best airports in Europe. We also aim to provide the best possible service to passengers with reduced mobility. We have agreed with the provider that 80% of the departing passengers that have notified Intergom Airport Caddy in advance should be helped within 10 minutes after they have announced their presence, 90% within twenty minutes and 100% within 30 minutes. 

The assistance is provided free of charge to passengers who are unable to climb stairs or walk long distances, passengers who travel in a wheelchair or on a stretcher, passengers who are visually or hearing impaired and require assistance, or passengers with an intellectual handicap.