Special assistance

Useful Information

Sacal ensures full assistance, on departure or arrival to passengers with temporary or permanent reduced mobility problems, in compliance with REGULATION (EC) No. 1107/2006

Please note: The airport lacks LOGES routes and tactile maps. For any useful directions, contact the assistance staff using the video intercom located outside the terminal

How to Request Assistance

Requests for assistance and special needs of passengers with disabilities or reduced mobility must be notified at the time of booking to the airline, its agent or tour operator or, at the latest, at least 48 hours before the published departure time of the flight. The carrier will be responsible for making the reservation for the service.

International codes used by operators to classify assistances

WCHR (WHEEL CHAIR RAMP)Passenger who can walk independently within the aircraft as well as descend and ascend stairs, but needs a wheelchair or other means of transportation to move long distances within the terminal.
WCHS
(WHEEL CHAIR STAIR)
Passenger who can walk independently within the aircraft but cannot descend or ascend stairs and needs a wheelchair or other means of transportation to move around within the terminal.
WCHC
(WHEEL CHAIR COMPLETELY)
Immobilized passenger who needs a wheelchair to get around and requires assistance from the time of arrival at the airport until the end of the flight as well as to leave the airport.
DEAFPassenger with hearing or hearing and speech impairment.
BLINDPassenger with visual impairment (distinguish blind and visually impaired)
DEAF/BLINDPassenger with visual and hearing impairment and who needs the assistance of a companion to move around.
DPNAPassengers with intellectual or behavioral problems.

At the Airport

A video intercom is located outside the air terminal through which to contact PRM assistance personnel.

On departure

The passenger who needs individual assistance (reported by the airline) is met at the air terminal by the specialized staff of the Sala Amica. He/she is assisted during check-in and accompanied to security checkpoints, all the way to the boarding gate. If necessary, ambulift, a special elevator, is made available to the passenger for transfer on board.

Recommended time for arrival at the airport

The PRM going directly to check-in should report:

1) at the time established and published by the air carrier or its agent, tour operator, or airport manager

2) if no time has been established, Regulation 1107/2006 requires at least one hour before the published departure time

The PRM arriving at a designated point within the airport perimeter shall report:

1) at the time established and published by the air carrier or its agent or tour operator or the airport operator;

2) if no time has been established, Regulation 1107/2006 requires at least two hours before the published departure time.

On arrival

The airline notifies the arrival airport of the presence of the passenger requiring assistance. A Sacal landing attendant, if necessary, facilitates their disembarkation through the use of the ambulift. The passenger is then escorted, to document control, baggage claim, and outside the terminal to the chosen means of getting to the desired destination

Parking

Outside the air terminal, Sacal has provided parking spaces, appropriately marked, reserved and free of charge

Toilets

Properly equipped toilets for people with reduced mobility are available in all internal areas of the air terminal

Security

Security checkpoints are arranged to accommodate passengers with wheelchairs and pacemaker wearers

Quality standards

On Departure

Waiting time to receive assistance at designated arrival points

Booked passengersUnbooked passengers
no more than 1O minutes 80% of passengersno more than 25 minutes 80% of passengers
not more than 20 minutes 90% of passengers
not more than 30 minutes 100% of passengers

Incoming

Waiting time to receive assistance, at gate/aircraft point, compared to disembarkation of last passenger

For booked passengersFor non-booked passengers
no more than 5 minutes 80% of passengersno more than 25 minutes 80% of passengers
not more than 1O minutes 90% of passengers
not more than 20 minutes 100% of  passengers

For waits longer than 15 minutes, adequate waiting spaces are available

Information Brochure

Contact

SACAL Spa – Uffici Direzionali

Via Aeroporto

88046 Lamezia Terme (CZ)

Tel: +39 0968 414420 – e-mail: prm.suf@sacal.it

Useful Links

European Union

ENAC

Ryanair

Procedure for handling complaints by the passenger in case of alleged violations of the Regulations

A passenger may notify a complaint in the following ways

SACAL will respond to everyone within 30 days of the report to inform them of the outcome of the investigations made and any action taken. For situations that require special investigation,

the response time may be up to 60 days, subject to information on the status of the investigation.

Personal data will be processed in accordance with Legislative Decree 196/2003 “Personal Data Protection Code.”

Complaints can also be sent by mail to the facility:

Direzione Centrale Coordinamento Aeroporti
Ufficio Carta Diritti e Qualità Servizi Aeroportuali
Viale Castro Pretorio, 118
00185 Roma
+39 06 44596268

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