WEATHER

Special Assistance

INTRODUCTION

The European regulation 1107/06 (from the DOC 30 ECAC and from the relevant ENAC circular) defines a person with a disability or a person with reduced mobility (PRM) as “any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers”.

The EC Regulation 1107/2006 is based on the principle that these passengers have the same rights as non-disabled passengers – the right to free movement, freedom of choice and non-discrimination. It stipulates that disabled persons and persons with reduced mobility (whether due to a disability or other factors) can travel by air in the same or similar conditions as other passengers, without being excluded on the basis of their disability or physical condition, except for reasons which are justified on the grounds of safety and prescribed by law. The Regulation respects the fundamental rights of the European Union and observes the principles outlined its Charter of fundamental rights. Toscana Aeroporti offers special assistance without any additional cost, providing trained staff and suitable equipment and methods of transport inside the airport terminal and around the aircraft.

INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA) DISABILITY CODES

WCHR (Wheel Chair Ramp): Passenger able to walk by him/herself inside the plane as well as walk up or down stairs, but who requires a wheelchair or other means of transport to move long distances inside the airport;

• WCHS (Wheel Chair Stair): Passenger able to walk by him/herself inside the plane, but who cannot walk up or down stairs and who requires a wheelchair or other means of transport to move inside the airport;

• WCHC (Wheel Chair Completely): Immobilized passenger requiring a wheelchair to move about and assistance from the time of arrival in the airport until the end of the flight, as well as to exit from the airport;

• DEAF: Passenger with hearing disability or hearing and speaking disability;

• BLIND: Passenger with visual impairment;

• DEAF/BLIND: Passenger with visual and hearing disability who requires the assistance of an accompanying person to move about;

• STCR: Passenger who can only be transported on a stretcher;

• MEDA: Passenger who requires medical assistance;

• MAAS: All other passengers in need of special help not covered by other points listed;

• DPNA: Passenger with intellectual or developmental disability requiring assistance.

SERVICES AVAILABLE IN THE TERMINAL

Firenze Airport provides the following dedicated facilities to disabled or reduced mobility passengers:

• 6 reserved, free-of-charge parking spaces (for disabled badge holders) next to the entrance/exit doors and two parking spaces near the taxi area;

• 13 reserved, free-of-charge parking spaces in the long-stay car park (for disabled badge holders);

• Wheelchairs available within the terminal;

• Airport first aid/medical service;

• Dedicated toilets;

• Accessible ATM;

• Alternative routes through security (to enable passengers with pacemakers and wheelchairs to carry out these checks);

• ‘Ambulift’ service - Elevating platform to enable aircraft boarding for wheelchair passengers, together with other special vehicles.

REQUEST FOR ASSISTANCE

Assistance is guaranteed to disabled or reduced mobility passengers within the waiting times outlined by legislation and without any additional cost. Assistance (for departures and arrivals) will be granted when it has been explicitly requested and specified by the passenger at the moment of booking the flight from the airline travel agent/tour operator (or in any case at least 48 hours before the departure of the flight in question). Passengers may advise the airport of their arrival at the terminal via the external call points or at check-in within the timescales required by the airline (or at least 1 hour before the departure of their flight). They will then be accompanied throughout the necessary pre-flight procedures and at arrival, in accordance with the timescales defined by legislation (DOC 30 ECAC). If assistance services have not been pre-booked (or have been booked later than the 48 hours stipulated), Toscana Aeroporti guarantees the same assistance services, but with longer waiting times (as long as there are suitable seats still available on board the flight).

ASSISTANCE

At departure - staff are available at the airport (at no additional cost) to personally accompany passengers during pre-boarding procedures, from the moment of arrival at check-in (or designated areas) through customs, security and during any potential periods of waiting (if required), and boarding the aircraft (including use of elevating platforms). Staff are committed to meeting every reasonable request from passengers, to offer a complete, continuous and efficient service throughout the entire departure process within the terminal.

At arrival - staff are available at the airport to assist passengers during all the processes following arrival at the airport, from the moment of disembarkation (via elevating platform) to baggage reclaim, and from customs to their ongoing transport at the arrivals area of the passenger terminal (or designated area).

CALL POINTS

Passengers should alert the airport to their presence using one of the following call points:

• Call points located in front of the terminal in departures and/or arrivals;

• Customer Service desk;

• Check-in desk;

• Lost & Found Office;

• Parking kiosk;

• Help phone in the area dedicated to PRM in the departure lounge. Passengers requesting assistance from a call point will be met there by dedicated, trained staff to assist them throughout the pre-departure procedures. Dedicated ‘priority’ seating is available to disabled or reduced mobility passengers within the terminal, identifiable by appropriate signage.

DISABLED MINORS

Minors with disabilities or reduced mobility will be provided with assistance as all other PRM. Procedures in place for unaccompanied minors will be put into action where necessary, in line with the passenger’s requirements as verified by check-in (or other) airport staff.

TRAVELLING WITH A WHEELCHAIR

To ensure the best possible travel experience, reduced mobility passengers travelling with a wheelchair should let the airline know the type, weight and dimensions of the wheelchair at the time of booking, or least 48 hours prior to departure. Batteries for electric wheelchairs must be disconnected prior to checking in the wheelchair as hold baggage in line with safety requirements. For further information relating to special assistance, passengers may write to:

tos.flr@toscana-aeroporti.com or call 055/3061709.

The following are the six quality indicators for services to PRM:

• Efficiency of assistance services;

• Safety of the person concerned;

• In-airport information;

• Communication with passengers;

• In-airport comfort;

• Conduct/behaviour.

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