1. From 26 July 2008, every passenger with reduced mobility, hereinafter referred to as PRM (Passengers with Reduced Mobility), is entitled to assistance in accordance with the guidelines contained in Regulation 1107/2006 EC of July 5, 2006.
  2. The following Quality Standards regarding the obligation to assist passengers with reduced mobility have been consulted and agreed with the airline and the agent providing the assistance.
  3. Assistance will be provided for the following groups of passengers:
    • PRM Group
      Characteristic
      Type of support/Assistance
    • WCHC: Wheelchair required until taking a seat on the plane
      A passenger unable to walk or stand – the assistant will accompany him/her until taking a seat on the plane
      The passenger will be accompanied by one or two assistants. The passenger always needs a wheelchair and special assistance (also with the use of specialised equipment such as a stairclimber or a boarding trolley), especially when moving to/from a seat in the passenger cabin
    • WCHS: Wheelchair required when using the passenger stairs
      The passenger has difficulty walking and is unable to use the passenger stairs by himself/herself
      The Passenger will be accompanied by at least one person. The Passenger may require special assistance (including the use of specialised equipment) as well as a wheelchair on the way to/from the exit from the terminal to the plane
    • WCHR: Required wheelchair when moving from/to the departure/boarding terminal to the aircraft
      A passenger unable to walk a longer distance on his/her own
      The passenger will be accompanied by one assistant. The passenger on the way to/from the exit uses a wheelchair
    • BLND&DEAF: Niewidomi / Niesłyszący wymagający pomocy Pasażerowie niepełnosprawni umysłowo
      A blind passenger/blind and deaf passenger, mentally disabled passenger [assistance only in the event of a clear request (based on prior notification of such necessity at the booking stage)] / deaf passenger [assistance only in the event of a clear request (based on prior notification of such necessity at the stage making a reservation)]
      The passenger will be provided with one assistant
    • STRETCHER*: stretcher required
      A passenger placed on a stretcher who may only be transported in this position
      The passenger will be provided with at least two assistants ensuring the manual transport of the passenger from/to the plane in compliance with the safety rules and service standards for disabled persons and persons with reduced mobility.
    • MEDA
      A passenger whose mobility is limited by illness – a medical certificate confirming the ability to travel by plane is required
      Assistance and support depending on the individual needs of the passenger within the scope of services provided by the airport operator
    • MAAS
      Other passengers qualified as PRM
      Assistance and support depending on the individual needs of the passenger within the scope of services provided by the airport operator

Port Lotniczy Poznań-Ławica Sp. z o. o. guarantees the above-mentioned assistance only to passengers who require assistance due to their limited mobility.
Passengers who qualify for the PRM group but do not require additional assistance from airport staff due to the assistance provided by relatives/friends/guardians travelling with a disabled person will only be provided with a free wheelchair,

Deaf passengers and passengers with intellectual disabilities will be guaranteed assistance only if it is expressly requested and reported directly by the carrier,

A passenger who qualifies for the PRM group may use his/her own wheelchair, however, during the journey, the wheelchair will be treated as luggage in the scope of liability provided by the airline,

In the event that a passenger qualifying for the PRM group uses an electric wheelchair, an employee of the agent providing the assistance in question, in consultation with the passenger, will take the necessary steps to disconnect/connect the batteries/accumulators, thus allowing the further transportation of the electric wheelchair by the airline,

Both Port Lotniczy Poznań-Ławica Sp. z o. o. and the agent providing the assistance in question, as part of the service of passengers who qualify for the PRM group, must not refuse to help disabled people and will make every effort to meet all the quality standards contained in this document, unless they exceed the capabilities of Port Lotniczy Poznań-Ławica Sp. z o. o., the agent providing the assistance in question and the airline, or when the request for assistance as part of services provided to passengers qualifying for the PRM group turns out to be an attempt to abuse the applicable procedures and regulations,

Port Lotniczy Poznań-Ławica Sp. z o. o. provides assistance to both departing and arriving passengers qualifying for the PRM group, from/to designated points inside and outside the passenger terminal building, where people with reduced mobility can easily report their arrival and ask for assistance.
The following reporting points for passengers who qualify for the PRM group have been designated at Poznań-Ławica Airport.

Reporting points

  • Assistance will be provided from/to reporting points located in front of the main entrance to the passenger terminal and at the Information desk in the main hall of the terminal.
    Additional signage directing to reporting points will be located at the East and West entrances, as well as at the entrance to the car park and at the car park reception. If a passenger qualifying for the PRM group arrives at the airport by his/her own means of transport, the notification will be accepted at the reception desk of the Car Park.
  • The minimum standards of services provided, relating to assistance to passengers qualifying for the PRM group using Poznań-Ławica Sp. z o. o. are based on the “Code of Good Conduct for Ground Handling Persons with Reduced Mobility”.

Departing passengers with a prior reservation and who notified their arrival at the airport

Waiting time for assistance at the reporting desk for departing PRM passengers

    • Reporting point
      Average waiting time
      [%] of PRM passengers with prior reservation
    • The main entrance to the terminal (car park reception)
      < 10 minutes
      < 20 minutes
      < 30 minutes
      80%
      90%
      100%
    • Information Point (Arrivals hall)
      < 10 minutes
      < 20 minutes
      < 30 minutes
      80%
      90%
      100%

Incoming passengers with advance reservations

The waiting time for support from the moment the plane arrives at the parking place

    • Passenger pickup point
      Average waiting time
      [%] of PRM passengers with prior reservation
    • passenger stairs
      entrance in the Arrivals hall
      < 5 minutes
      < 10 minutes
      < 20 minutes
      80%
      90%
      100%

Arriving passengers without advance reservations

The waiting time for support from the moment the plane arrives at the parking place

    • Passenger pickup point
      Average waiting time
      [%] of PRM passengers with prior reservation
    • passenger stairs
      entrance in the Arrivals hall
      < 25 minutes
      < 35 minutes
      < 45 minutes
      80%
      90%
      100%

Assistance for departing PRM-qualifying passengers will only be guaranteed if the passenger checks in at least one hour before the scheduled departure of the aircraft at the check-in desk or at the main reporting point located in the main hall, and at least two hours before the scheduled departure of the aircraft if the passenger checks in at the reporting point located outside the terminal.

If the passenger is unable to meet the above time standards, Port Lotniczy Poznań-Ławica Sp. z o. o. and the agent providing the assistance in question will make every effort to ensure that the passenger with reduced mobility is admitted on his/her flight, subject to the lack of a guarantee of boarding.

Each passenger who qualifies for the PRM group is entitled to travel without additional disruptions. This means that assistance and support from/to the reporting point is provided without interruption and without delay, subject to passenger waiting for a connecting flight.

Booking in advance means that the airline or tour operator has correctly reported a person who qualifies for PRM and requires special assistance. The notification should be forwarded to the agent providing the assistance in question, no later than 36 hours before the scheduled departure of the plane in writing or in electronic form (SMS, e-mail, fax or SITA).
Therefore, the passenger is obliged to provide information about the need to obtain special assistance or support to the travel agency or the airline no later than 48 hours before the scheduled departure of the plane.

Passengers who qualify for the PRM group will be transported on board the plane first, and will be the last to disembark upon arrival.
In exceptional circumstances, like
reporting by the passenger at the airport immediately before departure, an express request from the airline or for other operational reasons, there may be a deviation from the above rule.

All assistance in the service of persons with reduced mobility will be provided in accordance with the quality standards set out in Document 30 of the European Civil Aviation Conference (ECAC) with annexes.

The entity directly providing the above-mentioned services is, at the request of Port Lotniczy Poznań-Ławica Sp. z o. o. the company Welcome Airport Services Sp. z o. o.

Welcome Airport Services Sp. z o. o., as an entity directly providing services in the field of passenger service with reduced mobility, is obliged to introduce an internal quality control system and report the results to the airport manager at least once every three months, with the first report being prepared no later than 2 months from the start of the provision of services.

The minimum quality control plan must contain the following information:

  • Execution of the plan against the above-mentioned quality standards.
  • Written statement of reservations and reports made by passengers with reduced mobility (telephone, written, electronic reports).
  • Number of passengers with reduced mobility benefiting from departure assistance.
  • Comparison of the number of passengers with a booking made in advance and without prior booking, both on departure and arrival.
  • Number of non-appearing passengers qualifying for the PRM group, broken down by airline.
  • Percentage of passengers partially using assistance provided to persons with reduced mobility (e.g. passengers using their own wheelchairs and requesting assistance when entering or exiting the aircraft).

Port Lotniczy Poznań-Ławica Sp. z o. o. will carry out control audits at regular intervals to verify the internal quality control system operated by the agent providing the assistance in question.

All assistance described in the above-mentioned document is provided free of charge.