PRM Quality Standards

1. Definition

A person with reduced mobility (PRM) is a person whose mobility is reduced when using transport because of a physical disability (sensory or locomotor), intellectual impairment, age, illness or other disability, and whose condition requires special assistance and adaptation to his or her needs of the services made available to all passengers.

As of July 26, 2008, EU Directive (EC) 1107/2006 transfers the responsibility of providing assistance to persons with reduced mobility (PRM) in air travel to airports.

Flughafen Wien AG has commissioned the previous provider VIAS for assistance services for persons with reduced mobility (PRM) in accordance with EU Directive (EC) 1107/2006 to carry out these services.

Assistance is provided for the following categories:

PRM Category	Properties	Assistance
WCHR (wheelchair - ramp)	Passenger who can climb and descend steps and move independently in the aircraft cabin, but requires a wheelchair or other type of assistance between the aircraft and the terminal, in the terminal, or between arrivals and the arrivals hall.	Passenger escorted. To cover long distances, passenger may choose between a Club Car or a wheelchair.
WCHS (wheelchair - steps)	Passenger who cannot climb up and down steps, but can move independently in the aircraft cabin, but requires a wheelchair or other type of assistance between the aircraft and the terminal, in the terminal, or between arrivals and the arrivals hall.	Passenger escorted. To cover long distances, passenger can choose between a Club Car or a wheelchair. Assistance with level differences by means of a lift truck.
WCHC (wheelchair - cabin seat)	This category covers a wide range of passengers. It takes into account those passengers who are completely immobile, can move only with the help of a wheelchair, or other type of assistance, and require assistance at any time from arrival at the airport to the airplane seat, if necessary in a suitable seat adapted to their specific needs. This process applies in reverse when a passenger arrives. Included are passengers where the impairment involves only the lower limbs. These passengers need help getting on and off the plane, as well as to move around the aircraft cabin, otherwise they are independent and can move autonomously in their wheelchair at the airport. Precise indication of the degree of disability at the time of booking prevents incorrect and insufficient assistance.	Passenger is accompanied. Passenger requires a wheelchair and a special service is provided by using a lift truck and/or carrying chair.
BLND (blind passenger)	Passenger with visual impairment .	Passenger is accompanied. Individual needs of the passenger are taken into consideration. Upon request, the passenger can also be guided by a Club Car.
DEAF (deaf passenger)	Passenger with hearing or hearing and speech impairment .	Passenger is accompanied. Individual needs of the passenger are taken into consideration. If the passenger has any questions, he/she can contact the staff trained in sign language at the mobility desk.
BLND/DEAF (blind & deaf passenger)	Passenger with visual and hearing impairment who can move only with the help of an escort.	Special needs of the companion and passenger will be taken into consideration.
DPNA (disabled passenger needing assistance)	Passenger with intellectual or cognitive disability who requires special assistance. This includes passengers with learning disabilities, dementia, Alzheimer’s disease, or trisomy 21, among others, who travel alone and require assistance up to the aircraft seat.	Passenger is accompanied. Individual needs of the passenger will be taken into consideration.

2. Quality parameters for assistance to PRMs

The specified quality parameters are in accordance with ECAC Doc 30- Annex J- "Code of Good Conduct".

Passengers must notify their travel agent or airline of a need for assistance at least 48 hours prior to the published departure time for the flight.

Timely notification of the actual need for assistance is in the passenger's best interest, as it allows adequate assistance to be provided in a timely manner. In this way, the waiting times incurred are reduced.

Please note that incorrect or no information regarding the indication of the assistance required, can lead to significant time delays.

The air carrier will forward this information at least 36 hours prior to the published departure time for the flight.

2.1. Waiting times for departing PRM passengers

Waiting times for departing and registered PRM passengers who are on time at the "pick-up" point or check-in counter.

For 80% of passengers, the waiting time for assistance must not exceed 10 minutes
For 90% of passengers, the waiting time for assistance must not exceed 20 minutes
100% of passengers must be picked up within 30 minutes

Waiting times for departingand non-registered PRM passengers, at the "pick-up" point or check-in counter.

For 80% of passengers, the waiting time for assistance must not exceed 25 minutes
For 90% of passengers, the waiting time for assistance must not exceed 35 minutes
100% of passengers must be picked up within 45 minutes

2.2 Waiting Times for Arriving PRM Passengers

Waiting times for arriving and registered PRM passengers at the gate or aircraft.

For 80% of passengers, the waiting time for assistance must not exceed 5 minutes.
90% of passengers must wait no longer than 10 minutes for assistance.
100% of passengers must be picked up within 20 minutes

Waiting time for arriving and unannounced PRM passengers at the gate or aircraft.

For 80% of passengers, the waiting time for assistance must not exceed 25 minutes
For 90% of passengers, the waiting time for assistance must not exceed 35 minutes
100% of passengers must be picked up within 45 minutes

Assistance services under the responsibility of the managing bodies of airports

Assistance and arrangements to enable disabled persons and persons with reduced mobility to

announce their arrival at the airport and request assistance at the places designated in accordance with Article 5, both inside and outside the terminal buildings,

move from the designated location to the check-in counter,
If a disabled person or person with reduced mobility is assisted by an accompanying person, that person must be allowed, upon request, to provide the necessary assistance in the airport and during boarding and disembarkation.
to get to the lavatories, if necessary.
in transit, with the assistance needed in the air and on the ground, to reach connecting flights within a terminal building and between two terminal buildings,
to proceed from the baggage hall to a designated location,
move from aircraft to the baggage hall and repossess their baggage, going through the necessary immigration and customs procedures, if applicable,
to leave the aircraft, if necessary with the help of lifts, wheelchairs or other necessary assistance,
move from their seat to the aircraft door,
stow and retrieve their baggage on the aircraft,
move from the aircraft door to their seat,
board the aircraft with the aid of lifts, wheelchairs or other assistance as may be required,
move from the check-in counter to the aircraft, going through the necessary emigration, customs and security procedures, if applicable,
complete check-in procedures and check in their baggage,
Handling of all necessary mobility aids, such as electric wheelchairs on the ground (provided that they have been notified 48 hours in advance and there is sufficient space on board the aircraft and provided that the relevant regulations on dangerous goods do not prevent this).
Temporary replacement of damaged or lost mobility aids, although non-identical equipment must be provided.
Ground handling of recognized assistance dogs, if applicable.
Communication of information required for a flight in an accessible form.