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Persons with reduced mobility
Passengers arriving at Vilnius International Airport can use special facilities to summon assistance (call buttons can be found at designated points of arrival for the persons with reduced mobility; the mobile phone number of the persons with reduced mobility service is provided on the information sign). The right to assistance at airports is provided for by the Regulation (EC) No 1107/006 of the European Parliament and of the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air.
Facilities for summoning assistance are located at three points near the terminal building: in the car park at the designated spaces for the persons with reduced mobility, by the bus stop, and at the boarding point on the second level of the terminal.
Services for the disabled and persons with reduced mobility at Vilnius International Airport are provided by the ground service companies UAB Baltic Ground Services and UAB Litcargus.
The following services are available for the disabled passengers and persons with reduced mobility departing from Vilnius International Airport:
- Meeting the passenger at the call point, assistance with luggage, helping with departure procedures: at check-in, moving through the airport and boarding the aircraft.
The following services are available for the disabled passengers and persons with reduced mobility arriving at Vilnius International Airport:
- Meeting the passenger off the plane and providing necessary assistance: helping to reach the State Border Guard Service point, assistance with customs procedures (if required), and at the luggage belt.
- If required, assistance in reaching the car park, taxi stand or bus stop.
ASSISTANCE FOR THE DISABLED AND PERSONS WITH REDUCED MOBILITY
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APPROVED BY
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With regard to that any disabled and persons with reduced mobility as of 1 April 2006, are entitled to receive the assistance described in the Regulation (EC) No 1107/006 of the European Parliament and of the Council, and in cooperation with SE Kaunas Airport, SE Palanga International Airport, the Association 'Lithuanian Forum of the Disabled' and the Civil Aviation Administration, the following Quality Standards were agreed.
SE Vilnius International Airport will provide assistance to the following passenger categories:
| PRM category | Characteristics | Nature of the assistance |
|---|---|---|
| WCHC | PRM cannot walk or stand. This PRM will be accompanied to and from his/her cabin seat. | The PRM will be accompanied by one or two passenger assistants. This PRM always needs a wheelchair and special aids (including a high-loader or boarding wheelchair). |
| WCHS | PRM has difficulty walking and cannot walk up or down stairs. | PRM will be accompanied by at least one passenger assistant. |
| If the plane is parked on a remote stand or if the boarding bridge cannot be used, the necessary aids including a high-loader will be used (s-max D161). This PRM will need a wheelchair to get to the gate or back. | ||
| WCHR | PRM is unable to walk long distances. | PRM will be accompanied by at least one assistant. If required, PRM shall be transported to and from the gate by wheelchair.
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| BLIND & DEAF
PASSENGERS WITH AN INTELLECTUAL HANDICAP | Blind passenger / blind and deaf passenger, passenger with an intellectual handicap / deaf passenger | PRM will be accompanied by one passenger assistant. |
| STRETCHER | PRM is on a stretcher and can only be transported this way. | PRM is accompanied by at least 2 assistants. The necessary aid such as a high-loader will be used to help the passenger board or disembark the plane. The passenger will be carried to or from the aircraft by ambulance. The passenger (or the tour operator) will arrange for the transport by ambulance.
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- We wish to stress that this service will only be provided to passengers who are in need of assistance because of their reduced mobility. Passengers who are considered as PRM but are not in need of assistance (e.g. because assistance is provided by friends or relatives) may temporarily be provided with a wheelchair for use in the airport territory.
- If the disabled or PRM wish to use their own wheelchair on departure or arrival, this will be allowed. For loading them onto the plane or unloading them, these wheelchairs are considered as baggage and are consequently the responsibility of the airline.
- If the PRM uses an electrical wheelchair, the provider of the PRM services will take the necessary measures to connect or disconnect the batteries, in consultation with the passenger, so that the wheelchair can be further handled by the airline or used by the passenger.
- A request to provide assistance to the PRM may not be refused unless the requestor failed to observe the term of notification. In this case, the service provider will make every effort to provide the requested service to the PRM according to the quality standards mentioned in this document, unless the service is out of all proportions to the request of the passenger (e.g.: the passenger is not the disabled but is carrying cumbersome hand baggage).
- The provision of assistance to the disabled or PRM passengers will start and end at the points of arrival and departure that are designated in the airport territory, subject to the prior notification of the need for and the nature of assistance. If no prior notification of the need for and the nature of assistance is made, the service provider will make every effort to help the passengers with reduced mobility board their flight.
Arrival/departure points
Assistance will be provided from/to the points of arrival and departure that are designated in the airport territory: car parking lots designated for the PRM with assistance call facility (central car park), for the passengers with reduced mobility arriving at the airport by public transport – at the public transport stop, also in the Departure Area on the second level of the terminal. The PRM who wishes to receive assistance must notify of their location and the nature of assistance required.
The quality indicators for assistance to the disabled and PRM, based on paragraph 5 of Part I of the ECAC Document 30, are:
For departing pre-booked PRM passengers, who have given notice of the need for and the nature of assistance in advance and were at the departure/arrival point on time:
The waiting time at the arrival/departure points: the waiting time for PRM passengers shall not exceed 10 minutes.
100% of this PRM passenger group has to catch their flight, except in the case of force majeure.
For a departing non pre-booked PRM, who has given notice of the need for and the nature of assistance only from the departure/arrival point:
The waiting time at arrival/departure points: the waiting time for this PRM passenger group shall not exceed 20 minutes.
For pre-booked arriving PRM passengers, who have given notice of the need for and nature of assistance in advance:
The waiting time at the aircraft: the waiting time for PRM passengers at the aircraft shall not exceed 5 minutes after the disembarkation of all other passengers.
For pre-booked arriving PRM passengers, who have not given notice of the need for and the nature of assistance in advance:
The waiting time at the aircraft: the waiting time for PRM passengers at the aircraft shall not exceed 10 minutes after the disembarkation of other passengers.
With the view to ensure the implementation of service quality indicators, the following conditions are to be observed:
- Assistance on departure can only be guaranteed if the PRM passengers present themselves at least one hour before the scheduled departure of their plane at the check-in desk. If the passengers need assistance from the arrival/departure point situated in the airport territory, they must present themselves at least two hours before their plane is due to take off.
- If the above-mentioned times are not respected, the staff responsible will make every effort to help the passengers with reduced mobility board their flight in time but without any guarantee that this will be successful.
- Every PRM is entitled to a ‘seamless travel service’. This means that when PRM passengers are collected at the arrival/departure point, they have to be brought to the drop-off point without interruptions or delays, with the exception of transfer passengers.
- Pre-booked means that the airport, airline, the tour operator or the handling agent has to be notified of the PRM passenger’s particular needs for assistance in advance and that this information is correctly passed on to the PRM service provider at the airport. It is preferable that such information is supplied at least 36 hours prior to the published time of the departure of the flight (in writing, e-mail, SITA, fax, etc.).
- PRM passengers will preferably be boarded prior to all other passengers on departure and disembarked after all other passengers have left the cabin. Exceptions can be made if the passenger was announced at the last moment or if the aircraft crew explicitly asks for it.
- The services will be provided in conformity with the present quality standards, ECAC Document 30 and its annexes and the procedure for the service of disabled and PRM passengers.
- The responsibility for service to passengers with reduced mobility is provided for in service agreements entered into by Vilnius International Airport and ground handling agents.
- Vilnius International Airport may carry out quality audits to screen the quality of the service to the PRM passengers at regular intervals.
Contacts to give advance notice of assistance:
Phone +370 614 46742
E-mail info@vno.lt
If you have any complaints about the service to disabled and PRM, please contact:
Vilnius International Airport
Rodūnios kelias 10a, LT-02189 Vilnius
Phone +370 618 21654
Phone +370 612 71615
E-mail info@vno.lt
If any rights of disabled or PRM passengers have been violated, the complaints should be addressed to the institution supervising the implementation of Regulation 1107/2006:
Civil Aviation Administration
Rodūnios kelias 2, LT-02188
Phone +370 5 273 9116
Fax +370 5 273 9248
E-mail zegunyte.v@caa.lt
