1. Reservation and request for assistance

At the time of making the purchase of their tickets, the client must report their limitations, if any, as well as the need to receive assistance at the corresponding airport, specifying, in the clearest way possible, what their limitations are. You must be realistic about your own needs, especially if you cannot walk long distances without help and do not assume that you will find “improvised” help. Only if the request for assistance is made in advance can it be guaranteed upon arrival at the airport according to quality standards.

Aeronautical regulations limit the number of these passengers, depending on the size of the aircraft and the level of service requested. We advise you to make your reservation, when possible, seven days in advance and, in any case, at least 48 hours before starting the trip. This way you can ensure that the assistance you need will be available.

2. Denial of the request for assistance

In accordance with Regulation 1107/2006, of July 5, in articles 3 and 4, airlines, their agents or tour operators may refuse to accept boarding a PMR exceptionally and for the following reasons:

• For security reasons established through international, community or national legislation. For this reason, in addition, airlines, their agents or tour operators may require the person with disabilities or reduced mobility, at the time of purchase, to be accompanied by another person capable of providing the necessary assistance.
• If the dimensions of the aircraft or its doors physically impede the boarding or transport of the person with disabilities or reduced mobility.

If the purchase is not accepted, a companion is required or the shipment is denied for these reasons, the companies, their agents or the tour operators must communicate said reasons immediately. If this request is required in writing, it will be provided within five business days of your request.

Companies, their agents or tour operators should make reasonable efforts to propose an acceptable alternative to the passenger. And if, even if the reservation has been accepted, boarding is denied for the indicated reasons, the companies, their agents or the tour operators will offer the reimbursement of the ticket or alternative transport subject to all the security provisions, in the terms of the Regulation (EC ) 261/2004.

When a PMR declares that it can fend for itself (self-sufficient and capable of dealing independently of all its physical needs during the flight, as well as being able to understand and follow the instructions of HÉLITY staff), the airline may request the client's signature on a Statement of Disclaimer, as proof of his statement.

HÉLITY will have no obligation to provide assistance, if it is a PMR that contravenes sanitary, hygienic or safety requirements.

The request for assistance, as well as the notification of your needs, must be made through the following channels:

• Necessarily through the available sales channels, from your travel agent or airline at the time of purchasing the ticket. Once the purchase is made, it is important that you verify that your request for assistance has been reflected in it. If you only communicate through this channel, when you arrive at the airport you should go to the nearest meeting point and advise of your arrival.
• Additionally, and optionally, for assistance at Spanish airports in the Aena Aeropuertos network the request for assistance at the airport may be made through the Aena Aeropuertos website (www.aena-a Aeropuertos.es) or through of the telephone of the Information and Telephone Assistance Service (902 404 704) of Aena Airports

If required, when processing the application through the channels provided by Aena Aeropuertos, you can receive confirmation of the registration of the application.

When requesting assistance through the channels provided by Aena, you must choose a meeting point to go to when you arrive at the airport.

The airlines use internationally recognized codes to identify the level of assistance they have to provide to a PMR in each case. A list of the aforementioned codes for your information is attached to this brochure.

The questions asked by your travel agency, the airline or Aena Aeropuertos may seem a bit indiscreet, but they are necessary to make sure you receive the type of service you need.

In case you cancel your ticket, it is recommended that you communicate it as soon as possible so that another PMR can take your place.

3. Assistance

Arrival at the airport

Both in the airports of Aena Aeropuertos and in the rest of European airports there will be meeting points (meeting point) duly marked both inside and outside the terminal buildings (car parking, arrival sidewalk, check-in area), where People with disabilities or reduced mobility may, without difficulty, announce their arrival at the airport and request assistance.

In the airport in general, the PMR is allowed to remain in its own wheelchair until it reaches the door of the aircraft as long as the chair is manual and in the transfer it is not necessary to go up and down stairs, which could pose a risk for the staff. Otherwise, HÉLITY will provide a chair for the transfer and will deliver your wheelchair upon arrival at your destination.

AENA establishes the presentation times in the Airports for people with reduced mobility, which increase in order to guarantee service for all, being for 45-minute HÉLITY flights. The staff will take you to the helicopter, placing it in the assigned seat, keeping the wheelchair in the hold if it was your property and delivering it when you arrive at your destination, where you will also be accompanied from the helicopter to the airport arrival area by the staff that manages customer service with reduced mobility.

Security controls

In accordance with current regulations on civil aviation security, persons with disabilities and / or reduced mobility must pass the same security controls as the rest of the passengers, making the records to the extent that their disability allows .

Likewise, if you must carry special medical material (syringes or other clinical material on which there are restrictions on your transportation in the cabin),

On board

In the process of boarding the helicopter, whether you use a folding wheelchair or if the chair is battery powered, you should always go to the hold for flight safety reasons.

The crew will remove their crutches or canes before takeoff to place them in the right place.

If you travel with your guide dog or assistance dog, he can board with you at no additional charge. It is enough that it is properly equipped with muzzle, collar and strap. However, you must take into account national regulations on assistance dogs if you are traveling from a country other than Spain, as these rules may require the assistance dog to travel in the hold. Read the special conditions on guide dogs.

HÉLITY will make available the safety regulations that apply to the transport of people with disabilities or people with reduced mobility in accessible formats.

4. Luggage

According to international agreements, compensation for loss or damage to your personal luggage (including the wheelchair), will be calculated on the basis of the weight of the object/s, not of its value, unless a special declaration is made, plus take time at check-in, and pay a supplementary fee. Before traveling, you must ensure that your travel insurance covers your mobility equipment. You may need additional coverage.

PMRs will not be charged for the transport of basic objects that facilitate their mobility or other essential auxiliary elements in case of disability.

For any questions, consult the HÉLITY customer service points.

5. Claims

If you believe that you have not received the appropriate treatment during the assistance provided by Aena Airports at the airport, and you wish to make a claim or make any suggestion by email, you can go to the address: sinbarreras@aena.es or use the sheets of claims from Aena Aeropuertos, which you will find at the airport information desks.

If you believe that the shipment has been unreasonably denied, write a claim letter to the airline, its agent or the corresponding airline operator, or use the complaint sheets available to them.

If you did not receive an answer or did not obtain satisfaction with your claim, you may file the corresponding complaint with the State Air Safety Agency (see Addresses of interest).

6. Attendance codes

The airlines use internationally recognized codes to identify the level of assistance they have to provide to a PMR in each case. The codes are:

If you believe that the shipment has been unreasonably denied, write a claim letter to the airline, its agent or the corresponding airline operator, or use the complaint sheets available to them.

If you did not receive an answer or did not obtain satisfaction with your claim, you may file the corresponding complaint with the State Air Safety Agency (see Addresses of interest).

• BLND: passengers with visual impairments.
• DEAF/BLND: passengers with hearing impairments, deaf or deaf-mute
• DEAF/BLND: passengers with hearing impairments, deaf or deaf-mute
• WCHC: completely immobile passengers, who can only travel with a wheelchair or other similar means and who need assistance at all times from when they show up at the airport to their location on the plane, even in specific seats for their situation (similar for passengers of arrival).
• WCHR: self-sufficient passengers to go up or down stairs, as well as to move inside the aircraft, but who need a wheelchair or other means for the transfer between the aircraft and the terminal,by the terminal itself or between the arrival and departure points from the airport.
• WCHS: passengers who need help to go up or down stairs, who need a wheelchair or other means of transfer between the aircraft and the terminal, by the terminal itself or between the arrival and departure points of the airport, but who are self-sufficient for to unfold within the aircraft.
• DPNA: passengers with some type of intellectual or developmental disability (if you select this category it is mandatory to specify).
• MAAS: all other types of passengers that require assistance and are not included in the previous categories (if you select this category it is mandatory to specify).