The fine print: More about our commitment to you

Schiphol employs hundreds of Passenger Assistants (PAs). In total, these employees provide assistance to around 350,000 passengers every year. Amsterdam Airport Schiphol provides professional, customer-friendly assistance to passengers with a disability or reduced mobility, referred to at Schiphol as PRM (persons with reduced mobility).

Assistance for passengers with reduced mobility

We escort these passengers safely and on time throughout the entire Schiphol grounds: from the airport entrance to the aircraft, from the aircraft to the exit or from aircraft to aircraft.

High quality standards

The PRM services are conducted in compliance with Regulation (EC) No. 1107/2006 and the Interpretive Guidelines of June 2012. Document 30 of the ECAC guidelines formed the basis upon which the quality standards were compiled. Safety, security, quality, hospitality and expertise are paramount to the services provided for PRM.

The nature of the assistance is tailored as closely as possible to the needs and wishes of each passenger. In this way, disabled passengers or passengers with reduced mobility have access to the same air-travel opportunities as everybody else.

The assistants are trained to be hospitable and to expertly assist PRM. They possess wide knowledge of aviation processes and safety standards and they have completed training in lifting disabled persons. The assistants can be identified by their Schiphol uniform and a badge displaying the disabled icon and the text 'Passenger Assistant'.

Once on the airport grounds, passengers can report to the registration barriers (in the car parks, at Schiphol Plaza, the bus station and in the departure halls) or the assistance counters in the departure halls.

In principle, upon reporting to the registration barrier, passengers will have to wait no longer than 15 minutes for their Passenger Assistant. Upon reporting to the assistance counter in the departure hall, we will take the passenger to the departure gate.

Passengers who report to the assistance counter in the departure hall on time (at least 1.5 hours before the departure time for international flights and 1 hour for European flights) will be collected in time to board the aircraft first. If the passenger reports to the assistance counter between 1.5 hours and 1 hour before the departure time of an international flight, we will do our best to ensure that he or she does not miss the flight. However, this cannot be guaranteed.

Unfortunately, if passengers report to the assistance counter less than 1 hour before departure, we cannot help them to reach the flight on time. For passengers who are transferring and have registered on time, we will require at least 50 minutes of transfer time to guarantee that they will catch their connecting flight. If passengers miss their connecting flight, we will help them to rebook their ticket.

If passengers haven been registered by their airline in a timely manner, we will be ready and waiting for them at the arrivals gate as soon as their flight lands. If the airline registered someone too late, in principle they will not have to wait longer than 15-minutes.

Vehicles such as caddies, wheelchairs and hoisting equipment are periodically inspected and maintained by certified bodies.

Complaints regarding the PRM services will be answered within 14-days. Confirmation of receipt will be sent within 48-hours of receiving your complaint.

The services must be conducted in compliance with quality standards relating to professionalism, customer satisfaction and punctuality, and the services are periodically evaluated.