Assistance to impaired mobility passengers

In order to improve disabled users’ level of satisfaction with the airports it operates, SEA initiated a process for the certification of assistance services to impaired mobility passengers within the airport.

This was successfully completed in 2011, and SEA obtained the TÜV IT 005 MS certificate issued by the Italian branch of the TÜV body.

In addition to SEA, a Technical Committee was also involved in the process to obtain the service certification, which was based on Technical Regulations in accordance with UNI CEI EN Standard 45011; the Committee, chaired by Professor Mario Melazzini (coordinator of the Technical Focus Group on Disability of the Lombardy Region) was composed of the leading disability advocacy associations (LEDHA and FAND) and of the Malpensa Users Committee, representing the Airlines and handlers operating in Milan airports.

The Technical Committee validated the Technical Regulations, under which SEA commits to maintain service levels in its Linate and Malpensa airports that are even higher than those required by European regulations.

This result is another achievement, along with that obtained by SEA in 2010 from the Dasa-Rägister S.p.A. certification body for Linate and Malpensa airports’ conformity with the standard D-4001:2008, which defines a site's requirements in view of its use by persons with motor impairments, in compliance with equal opportunities policies (IA-0510-01 Certificate).

Both initiatives are aimed at providing objectivity and transparency to service quality, as well as establishing stable cooperation between the parties involved in these assistance processes.

All services to impaired mobility passengers are provided free of charge by Sala Amica lounges, and include full assistance to passengers with temporary or permanent reduced mobility problems.

The service must be requested at least 48 hours in advance from the airline with which the relevant flight has been booked.

Impaired mobility passengers have facilitated access to all airport spaces: parking spaces near the entrances, lifts equipped with audible and visual signal devices, as well as suitable ramps; for blind or visually impaired passengers, Braille keypads have been installed both on telephones and on some of the lifts, and special pathways have been created with the LOGES system (yellow rubber strips with raised codes to indicate direction, obstacles and dangers), in collaboration with Cooperativa Sociale Servizi Integrati.