Assistance codes

Wheelchair for Ramp: person who can walk short distances including up and down some stairs and in in the aircraft cabin, but requires a wheelchair in the terminal to/from the gate.PRM receives assistance with a wheelchair or a courtesy car to pass through the terminal to/from the gate.

WCHR

WCHS

WCHC

BLIND

Person with Reduced Mobility (PRM)

PRM assistanceinfo card

DEAF

Wheelchair for Steps: Person who can move in the aircraft cabin, but who cannot walk up and down the stairs and requires a wheelchair in the terminal to/from the gate.PRM receives assistance with a wheelchair or a courtesy car to pass through the terminal to/from the gate. Or an ambulift in the case of a non-connected gate.

Wheelchair for Cabin Seat: person who are unable to walk or stand and requires assistance at all times.PRM receives assistance all the way to and from the cabin seat, and may possibly need a special cabin lifting chair. If they have their own wheelchair PRM may use this until/from the aircraft door.

Person who is blind or visually impaired and may be travelling with an assistance dog.

PRM receives assistance through the terminal and up and down aircraft stairs. The assistance dog must accompany the PRM in the aircraft cabin.

Person with a hearing impairment.

PRM receives assistance all the way to and from the cabin seat.

PRM abilitiesThe service we provide

TopicRemark

Summary

DPNAPerson with an intellectual or developmental disability.

PRM receives assistance all the way to and from the cabin seat.

Schiphol is compliant with EU Regulation 1107/2006 and ECAC doc. 30Schiphol Airport is accountable for the PRM service and Axxicom is responsible for the PRM operation on a daily basis

Notifications can be submitted through the following Schiphol channel

Via SITA: splcacr

Contact address for special requests, exceptions or ad-hoc applicationsassistentie@airportcaddy.nl

Contact number for operational disruption

Please contact Axxicom Dispatch Department, telephone no: 020-206 5412

Assistance for loading or unloading of PRM (electric) wheelchair in/from the aircraft

The ambulift must be reserved separately and at least 48 hours in advance, by e-mail to Axxicom at the following address: assistentie@airportcaddy.nlFeedback such as compliments and complaints should be addressed to the airport

prm@schiphol.nl; Schiphol will reply within 5 days

Opening hours of assistance desks

Desk opens 3 hours before published departure timeDesk closes after airline check-in is closed

Unaccompanied Minor

This service is not included in PRM contract; please contact your business partner

Airport contact for PRM questions and remarks

Via your business partner airlines

Assistance into the aircraftAll PRMs receive assistance with boarding as far as their seats, including stowing their hand luggage

More PRM information

Check our aviation website https://www.schiphol.nl/en/operations/page/prm-process/

MAASPerson with young children, pregnant or obese.

PRM receives assistance depending on their needs.

PRM Critical To Quality

On- time performance

Customer satisfaction

Professionalism

PRM customer experience Monthly measurement, rating ≥8.5 Airline satisfactionMonthly measurementComplaints Annual number of complaints < 0.3% of total number of PRMs, reply within 5 days

Contract audit Quarterly measurement: 100% as required contractually.

On-Time Performance

Departure prenotified

PRM2019_01

PAL/CAL message is received more than 36H before Standard Time of Departure

Once PRM has made hisself known at a designated point:80% should wait no longer than 10 minutes for assistance90% should wait no longer than 20 minutes100% should wait no longer than 30 minutes

Departure not prenotified PAL/CAL/PSM message is received less than 36h before STD Once PRM has made hisself known at a designated point:80% should wait no longer than 25 minutes for assistance90% should wait no longer than 35 minutes100% should wait no longer than 45 minutes

Boarding

Timely pre-boarding =EUR TOBT - 30 minutesEUR remote TOBT - 25 minutesICA TOBT - 45 minutesICA US TOBT - 60 minutes

Subject to prenotification, 100% of departing customers who are at the designated point within the stipulated time* must reach their aircraft in time to enable timely pre-boarding and departure.

Process Input Output/service level (source, ECAC doc. 30)

Arrival prenotified

PAL/CAL is received more than 36h before Standard Time of Arrival

Assistance should be available at aircraft (door):for 80% of PRMs within 5 minutes of Actual In-Block Timefor 90% of PRMs within 10 minutes of AIBTfor 100% of PRMs within 20 minutes of AIBT

Arrival not prenotified

PAL/CAL/PSM is received less than 36h before STA

Assistance should be available at aircraft (door):for 80% of PRMs within 25 minutes of AIBTfor 90% of PRMs within 35 minutes of AIBTfor 100% of PRMs within 45 minutes of AIBT

Attention!

Prenotifications should be communicated to Schiphol by PAL/CAL or PSM at least 36 hours before STA/STD, as per the IATA guidelines. Applications can be submitted through the following channel, via SITA: splcacr

*The service level applies on the condition that the PRM presents in time at the assistance desk: at least 1 hour before STD for EUR and at least 1.5 hour before STD for ICA. Axxicom will contact the airline about the acceptance of PRM if it’s within 1 hour before STD; this is under best effort conditions. Delay code 19 will not be applicable under best effort conditions if the PRM is accepted by the airline but is not in time for pre-boarding

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On-Time Performance