The fine print: More about our commitment to you

Our Passenger Assistants escort these passengers (PRMs) safely and on time throughout the entire Schiphol area and in the terminal building: from the airport entrance to the aircraft, from the aircraft to the next means of transportation, or between aircraft.

Quality standard

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, 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 persons with reduced mobility have access to the same air-travel opportunities as everybody else.

Our Passenger Assistants are trained to be hospitable and to provide expert assistance to people requiring extra care. They have extensive knowledge of aviation processes and safety standards and, where necessary, they have completed training in lifting disabled persons. They are easily identifed by their magenta Schiphol uniforms, with a badge on the lapel displaying the international disability logo and the text 'Passenger Assistant'.

To avoid long waiting times and to be certain of timely assistance, it is important that you contact your airline and request PRM services at least 48 hours before you are due to fly.

Are you travelling to Schiphol by public transport? Please make an appointment by submitting your request plus arrival time and location to assistentie@airportcaddy.nl. Your assistant will be waiting for you at the station to guide you to your departure gate.

Once on the airport grounds, you can call in at one of the call points. These are accessible 24/7 and located in the car parks, at Schiphol Plaza, the bus station and in the departure halls. You can also ask for assistance at one of the Assistance Desks in the departure halls, or preferably when you check in with your airline. You can find the registration locations on our airport maps.
Once you have called in, we will come and pick you up as soon as possible and escort you to the correct 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, we will not be able to make any guarantees.
For passengers who report to us less than an hour before departure, we will follow the airline's travel advice. If passengers miss their flight, we will help them to rebook their ticket.

The following quality standard applies to departing passengers:

Did you book your PRM service in advance and did you report to us upon arrival at the airport? We aim to meet 80% of all passengers within ten minutes of their arrival at the airport. The maximum waiting time never exceeds 30 minutes. For passengers who have not booked our service in advance, our waiting times are generally between 25 and no more than 45 minutes.

The following quality standard applies to arriving passengers:

For 80% of passengers who requested the service in advance, assistance is available within five minutes of arrival. The maximum waiting time never exceeds 20 minutes. For passengers who have not booked our service in advance, our waiting times are generally between 25 and a maximum of 45 minutes.

There are places to walk service animals before and after security. Ask our employees where to go.

We take passengers to the aircraft door in their own wheelchairs. At the passenger’s request, we can help them to their seat using a wheelchair with a hoisting function. We will store your hand baggage and the airline will ensure that your own wheelchair is loaded into the hold.

Means of transportation, including caddies, wheelchairs and lifting gear, are inspected at regular intervals and maintained by certified bodies.

Should you have any complaints despite our attention to quality, then please email them to info@schiphol.nl. Complaints about our PRM services are answered within three days.

Schiphol is one of the world's leading hub airports. As such, we offer many transfer connections to hundreds of destinations. The minimum required transfer time is 1.5 hours if passengers are to be reasonably certain of catching their connecting flight.