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QUALITY STANDARDS FOR THE ASSISTANCE PROVIDED TO PERSONS WITH REDUCED MOBILITY(PRM) AT LARNACA & PAFOS AIRPORTS

The present document defines the quality standards set by Hermes Airports for the assistance to be provided to the disabled persons and persons with reduced mobility at the airports. The standards are set in compliance with the provisions of EU Regulation n1107/2006 and have been developed and finalise after consultation with the airport users and Cypriot PRM Associations.

SERVICE PROVISION-GENERAL

  1. PRMs have the same rights as other citizens to freedom of movement and freedom of choice.
  2. All customers should be satisfied with the assistance provided.
  3. 100% of departing passengers should reach their aircraft in time to enable timely pre boarding and departure.
  4. The Assistance Service shall be delivered in a harmonized, transparent and non-discriminatory way.
  5. Staff providing direct assistance to disabled persons and persons with reduced mobility must be trained and have knowledge of how to meet the needs of persons having various disabilities or mobility impairments and that such personnel receives refresher training courses when appropriate.
  6. There shall be regular reviews to monitor the service provider performance against the standards, in addition to the performance monitoring system that the supplier shall introduce for self monitoring purposes.
Item
Description
Target in %
1
DEPARTURE
Pre booked departing Passengers
Wait time upon arrival at airport, once they have made themselves known.
80% no longer than 10'
90% no longer than 20'
100% no longer than 30'
2
DEPARTURE
Non pre booked departing passengers
Wait time upon arrival at airport, once they have made themselves known.
80% no longer than 25'
90% no longer than 35'
100% no longer than 45'
3
ARRIVAL(*)
Pre booked arriving passengers
Assistance provided from chocks on at the gate or aircraft side.
80% within 5' of chocks on
90% within 10'
100% within 20'
4

ARRIVAL(*)
Non pre booked arriving passengers
Assistance provided from chocks on at the gate or aircraft side.
80% within 25' of chocks on
90% within 35'
100% within 45'
* Relates to availability of assistance and not deplaning wait time