We all know how stressful it can be to go on holiday to a new destination, to have to catch a flight and not knowing the airport so well…and it might be especially difficult for people with disabilities.

That is why Spanish airports, which are managed by Aena, offer since 2008 an Assistance Service for PRM (Passengers with Reduced Mobility). This is quality service that aims to ensure access to air travel for everyone to anywhere in Europe, whatever their disability is. It may be requested free of charge on Aena’s website or by calling to the Spanish LAN line (0034) 913 211 000. They speak English and Spanish.

Before you book it, you need to have ready your flight details and your passport in hand. They will ask you what type of disability you have to determine your needs or whether you will require a wheelchair or not.

Once your airplane has landed to your destination’s airport, you will have to wait until they come to look for you to help you with your hand luggage. You will be the last one to get off the flight. They will accompany you and help you with your baggage, and the airport proceedings until you have finished.


When flying back home, you will have to look for the clearly marked yellow meeting points at the airport’s entrances. Sometimes there is a desk and some other times, a yellow column with a bell you need to ring for them to know you have arrived so that they come and fetch you.

In 2011, the support service for people with reduced mobility helped 1,089,075 passengers, 80 percent of whom were in Madrid-Barajas, Barcelona-El Prat, Palma de Mallorca, Malaga-Costa del Sol, Gran Canaria, Alicante and Tenerife Sur airports.

Passengers with hearing and/or speech impairment

Aena has an information and customer service line for passengers with hearing and/or speech impairment.

This service allows users with these impairments to contact the Information and Customer Service Line from their mobile phone using text messages in real time, without the need for other people to act as intermediaries.

To use the service, which operates 24 hours a day every day of the year, interested parties should download the free app to their mobile phones from


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