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Assistance for people with disabilities

Help for people with reduced mobility (PRM)

Amsterdam Airport Schiphol is one of the world’s most accessible airports. We offer a range of facilities, services and assistance to make your visit as pleasant and comfortable as possible. 

Personal assistance at the airport
If you have difficulty walking, are visually impaired or use a wheelchair, we can accompany you from your parking space to your aircraft on departure, and from the aircraft to the arrivals hall or your parking space on your arrival.

You can request this service when you book your flight or up to 48 hours ahead of departure through your travel agent or airline. This service is free.

If you were unable to request assistance at least 48 hours in advance through your travel agent or airline, and find you need assistance in departing from or arriving at Schiphol, please contact your airline as soon as possible. We will do our best to assist you as soon as possible, but please be aware that you may have to wait a little longer. If you request assistance within two hours of departure, we are unable to guarantee that we will be able to assist you promptly.

Assistance in line with EU guidelines
Amsterdam Airport Schiphol provides professional, customer-friendly assistance to passengers with a disability or reduced mobility. This service complies with the legislation set out in what is known as the PRM (Passengers with Reduced Mobility) directive, drafted by the European Commission (EU Regulation 1107/2006, and the Interpretative guidelines of June 2012). The service is provided in accordance with the ECAC policy statement (ECAC No. 30, 2009).

Assistance by Axxicom Airport Caddy
Schiphol airport is responsible for complying with this directive and has outsourced its PRM service provision to Axxicom Airport Caddy BV. Axxicom’s staff are customer-friendly, well trained and experienced in accompanying people with disabilities and those with reduced mobility. They adhere to Schiphol's regulations and safety standards. Axxicom’s staff can be identified by their Schiphol uniform featuring a badge on their lapel displaying the international symbol of access. Axxicom provides assistance in the form of wheelchairs, electric caddy cars, lifting chairs, stairlifts, wheelchair buses and scissor lifts. You can read more about Axxicom Airport Caddy at www.airportcaddy.nl


Axxicom Airport Caddy undergoes annual quality standard evaluations to ensure it continues to meet high standards in its service provision, professionalism, punctuality and customer satisfaction levels, and it is required to meet the NEN-ISO 9001 : 2008 standard annually.

Assistance on departure
If you have requested assistance through your travel agent or airline, when you arrive at the departure hall you can report to the Axxicom Airport Caddy assistance desks in Departure Hall 2 (behind check-in desk row 9) or in Departure Hall 3 (behind check-in desk row 21).

If you cannot walk to the assistance desks, you can use the call pillar for help. This is marked with the international symbol of access.

A call pillar is situated near the entrance to each departure hall (1, 2, 3 and 4). The call pillars are equipped with an intercom and camera.

If you have requested assistance at least 48 hours in advance and have reported to the assistance desk at the airport at least 1 hour ahead of departure, you will be accompanied from the departure hall to the departure gate, so you can be first to board. If at boarding you need further assistance in the aircraft, please mention this at the assistance desk. Axxicom Airport Caddy will respond to requests from call pillars as soon as possible, but please allow for a maximum of 30 minutes for a staff member to arrive to accompany you.

Assistance to and from the parking spaces
Special parking spaces are available for cars with parking exemptions at P1, P2, P3 and in Excellence Parking. These spaces are marked with the international symbol of access.


If you need assistance going to or from the car parks, please email Axxicom Airport Caddy at least 48 hours in advance. Send your email to assistentie@airportcaddy.nl and include your name and address, flight number and destination, your expected arrival time and your phone number. Axxicom Airport Caddy will get in touch with you to confirm the arrangement.

If you have not requested assistance in advance, you may still request it through the call pillars at the entrance to the car park. Please allow a maximum of 30 minutes additional waiting time.

Assistance on arrival
If you have requested assistance at least 48 hours in advance, you will be met at the aircraft arrival gate and accompanied to the baggage hall or arrival hall. If you need further extra help to access onward transportation, e.g. the car park, train, taxi or buses (to the hotel or otherwise), you may request this at the time.

Assistance with transfers
If you have requested assistance at least 48 hours in advance through your travel agent or airline, someone will be waiting at your arrival gate to assist you. You will be accompanied to the departure gate so you can be first to board. If at boarding you need further assistance in the aircraft, please mention this at the time.

Travelling with your own wheelchair
If you wish to travel in your own wheelchair, you must arrange this ahead of time when making a reservation with the airline.

Borrowing a wheelchair at departure
If you are departing from Schiphol and require a wheelchair but no further personal assistance, you may pick up a wheelchair at the Axxicom Airport Caddy assistance desks in Departure Halls 2 or 3. These desks are located behind check-in desk rows 9 and 21 respectively. This service is available only to departing passengers.

Free wheelchairs on arrival
Free wheelchairs are available for arriving passengers, anyone meeting them, and other visitors. The yellow Schiphol wheelchairs are available at the P1 and P2 car parks and at the NS railway station in Schiphol Plaza. Wheelchairs require a two-euro coin to unlock, which will be returned when you return the wheelchair.

Assistance for the deaf or hard of hearing
Audio induction loops are available in the terminal to enable people who need them to hear announcements properly. You will find the loop systems at information desks, transfer desks and in the seating areas in the Central Lounge. To use them, set your hearing aid to its ‘T’ position.

Disabled persons assistance at the NS railway station
A lift is available at the Schiphol NS station to help you reach the airport from the railway platform and vice versa. For assistance in boarding and alighting from the train, contact Nederlandse Spoorwegen on +31(0)30 235 7822, or visit the NS website at www.ns.nl.

Complaints
If you have any complaints or suggestions about PRM assistance, please send us an email. We will confirm receipt within a few days, and will try to respond to your complaint within 10 days.
 


Assistance for people with disabilities