Services for passengers with a disability and/or reduced mobility

PRM, which stands for „Passengers with Reduced Mobility“, is one of the names used to describe the free service European airports are legally bound to offer passengers with a disability and/or reduced mobility. This service is also kown under a variety of other names, e.g. „Special Assistance“, „Mobility“ and „Wheelchair service“.

It is important to notify the aircraft operator, his agent or travel agent about your need for assistance at least 48 hours prior to the scheduled departure time. Your best option is to order the service when booking your ticket. If, however, you forget to do so, or if a particular service requirement is not on offer in the booking process, you should contact the airline by telephone or e-mail. It is important to notify the aircraft operator, or travel agent about your need for assistance at least 48 hours prior to the scheduled departure time.

It is the aircraft operator’s responsibility to send your request to PRM services at least 36 hours prior to the scheduled departure time of your flight. The airline with which you travel will book PRM services at both the departure and arrivals airport terminals for your trip. If the service request is not sent to the airport within this deadline, there may be a delay in service provision.

PRM services at KEF

PRM passengers are offered the assistance of trained staff free of charge. The following is an overview of the main aspects of the service and questions that may arise.

What is a PRM passenger?

PRM stands for “Persons with Reduced Mobility”, which is an umbrella term referring to individuals with a disability and/or impaired mobility who need help getting around an airport and out of, or into, an aircraft.

Services on departure

On departure, you can get help with your journey through the departure airport from the time that you arrive until you take your seat on board the aircraft.
PRM service staff are ready to assist you with:
• Moving from a specified arrival location at Keflavík Airport to the check-in desk
• Checking-in you and your luggage
• Moving from the check-in desk to the aircraft after going through security screening and passport control if appropriate
• Collecting pre-ordered goods from the Duty Free Store in the airport’s north building
• Accessing lavatories
• Boarding an aircraft with the assistance of a wheelchair, lift or other assistance as appropriate
• Stowing hand luggage on board the aircraft

On arrival at the airport, you should notify the PRM services shift manager of your arrival in one of the following manners:
• By an intercom system located at designated parking spaces in the departures section by the airport’s north gate
• At the check-in desk of the handling company in charge of the flight in question
• By an intercom system in a specially designated area, located under the orange “Meeting Point” sign
• On departure, you can get help with your journey through the departure airport from the time that you arrive until you take your seat on board the aircraft.
It is important that you let staff know that you have arrived even if you do not need help navigating through the airport terminal. This will ensure that the PRM services shift manager knows that you have arrived, knows your requests and needs and allows you to plan the services together.

The Duty Free Store

PRM services staff will assist you to collect goods from the Duty Free Store if you have taken advantage of the DutyFree Express service. This service is only available for departing passengers. It is important to bring your order number when you collect the goods. Goods must be ordered at least 24 hours prior to departure. Ordering goods more than a week prior to departure is not recommended.
Further information on DutyFree Express orders may be found at: https://www.dutyfree.is/en/cart.

Services on arrival

On arrival, or in transit, you are entitled to assistance with proceeding from your seat on the aircraft to your next mode of transportation within the airport area.
PRM service staff are ready to assist you with:
• Retrieving your hand luggage
• Disembarking from the aircraft with the assistance of a wheelchair, lift or other assistance as appropriate
• Accessing lavatories
• Proceeding from the aircraft, through passport control if appropriate, retrieving luggage and passing through customs
• Transferring from the arrivals hall to your next mode of transportation within the airport area
• Reaching connecting flights

Services that PRM staff do not provide

• Eating and/or drinking
• Handling and/or administering medication, irrespective of their form
• Assistance in using toilet facilities
• Personal hygiene
• Shopping in restaurants or shops (with the exception of collecting DutyFree Express orders for departing passengers only)

How do I order PRM assistance?

It is important to notify the aircraft operator, his agent or travel agent about your need for assistance at least 48 hours prior to the scheduled departure time. In addition, you need to provide information if intending to travel with aid equipment or a service animal.
Your best option is to order the service when booking your ticket. If, however, you forget to do so, or if a particular service requirement is not on offer in the booking process, you should contact the airline by telephone or e-mail.
It is the aircraft operator’s responsibility to send your request to PRM services at least 36 hours prior to the scheduled departure time of your flight. The airline with which you travel will book PRM services at both the departure and arrivals airport terminals for your trip. If the service request is not sent to the airport within this deadline, there may be a delay in service provision.

Keep in mind

In order to ensure that everything runs smoothly and that your journey will be as comfortable as possible, it is a good idea to keep the following aspects in mind:
• Be realistic about your own needs, particularly if you are unable to walk long distances without help. The distance between the check-in desk and the aircraft can be quite long.
• Check whether the aircraft operator or the travel agency can fulfil your needs.
• Do not expect the availability of assistance without notice. Order the service at least 48 hours prior to the scheduled departure time.
• Do not assume that the staff of PRM services know how best to lift or move you, even if they have received training in doing so. Your best option is to inform them of your preferences.

Insurance

According to international conventions and EU law, there are limits on compensation amounts for lost or destroyed luggage. This also applies to aid equipment. This means that the compensation amount may not fully cover the cost of repairs or new aid equipment. We recommend that you check your insurance before travelling and make sure that it covers your aid equipment.

Service definitions

Airlines use international codes to identify the type of assistance PRM passengers must be provided with. The following are the codes in use:
• WCHR: for passengers who cannot walk long distances.
• WCHS: for passengers who cannot walk up and down stairs.
• WCHC: for passengers who cannot walk.
• DEAF: for passengers who have a hearing impairment or are totally deaf.
• BLND: for passengers who have impaired vision, are blind and/or blind and unable to speak.
• DEAF/BLND: for passengers who have a combined sight and hearing impairment.
• DP NA: for passengers who have intellectual or development impairments.

FAQs

When you order PRM assistance from an airline or travel agent, the questions asked may seem to be invasive. They are, however, necessary to ensure that you receive the services that you require.
The following are examples of questions you may be asked.
• What are your needs?
• Can you walk long distances?
• If you need a wheelchair, will you be using your own wheelchair?
• Is your wheelchair:
Collapsible?
An electric wheelchair?
• How heavy is your wheelchair?
• How big is your wheelchair (height and width)?
• Do you need someone to push your wheelchair?
• Can you walk up and down stairs?
• Do you need assistance when boarding and/or disembarking from the aircraft?
• Can you get out of your wheelchair without assistance?
• Can you walk inside the aircraft, or do you need a wheelchair to get around? (Make sure that your aircraft has a wheelchair on board, as not all aircraft do).
• Do you require the lavatory to be aircraft-wheelchair accessible?
• What assistance, if any, do you need during the flight?
• The cabin crew cannot assist you with:
Eating and drinking
Taking medications
Assistance inside toilet facilities
Some aircraft operators have cabin crew that are trained in lifting you into an aircraft-wheelchair to get to the lavatory, while other operators do not provide lifting assistance. Obtain this information before you book your ticket.
• What type of seat is most suited to you?
• Will you be taking any medical devices/equipment with you?
• Do you have asthma or other breathing difficulties?
• Can you buckle your seatbelt on your own, put on an oxygen mask and disembark the aircraft on your own in an emergency?

Refusal of carriage

The following two reasons can result in the carrier refusing to accept your booking.
1. Safety: If you can neither buckle your seatbelt on your own, put on an oxygen mask and life-jacket nor exit the aircraft on your own in an emergency, in any manner whatsoever, the carrier may refuse to allow you to travel unless you fly with an assistant.
2. Size of aircraft: If the aircraft is not big enough to allow your wheelchair on board, the carrier must inform you of such eventuality as soon as possible. The carrier is under obligation to offer you an alternative flight where your wheelchair can be taken on board.

Is there an eagle lift (hoist) available at Keflavik airport?

An eagle lift (hoist) is available at Keflavík Airport, for those who prefer to use it when boarding or disembarking an aircraft. It is preferable that a request for use of the hoist is received with a request for PRM service, but it can also be requested at the start of the service.