Guidance and assistance

Rotterdam The Hague Airport provides assistance to everyone with a disability, whether visible or not. Do you need assistance? Please inform your airline as soon as possible, for example, when booking your flight ticket. Make sure your request is known to the airline at least 48 hours before your flight. Otherwise, the waiting time might be longer. Passengers who have submitted their request on time will be given priority. Upon arrival at the airport, checking in can be done at the check-in counters or at a blue assistance poles. On this page you can read more about who the assistance is for, how to request it, and what you can expect.

When can you request assistance?

You are in a wheelchair or have limited mobility
You are deaf or blind
You have an invisible disability

Assistance at departure and arrival
Your journey starts with transport to the airport. Rotterdam The Hague Airport is easily accessible by car and public transport. Read more about accessibility here.

If you are arriving by car and have a disabled parking permit, you can park in parking lot P1. P1 is directly in front of the terminal. Disabled parking spaces are marked with the international symbol. Place your disabled parking permit clearly visible behind the windshield of your car. No reservation is needed, as there is always space available. Upon entering P1, take a parking ticket. Keep it safe. When you return, you will pay the standard long-term parking rate (P3) at the information desk by showing your parking ticket, boarding pass, and disabled parking permit. The information desk is located in the central hall of the terminal.

Where to report for assistance?
Once you are at the airport, you can report for assistance. Here’s where you can do this: report at one of the blue assistance poles or the assistance point at the airport. Check the map here for a clear overview of the blue assistance poles, disabled parking spaces, and the assistance room.

Through the security check
At the security check, extra consideration is given to passengers with a disability. There are special screening cabins available where you can be screened privately, away from the view of others. The staff is also trained to perform screenings for people in a wheelchair. With these tips, you can go through security quickly and smoothly.

Mobility tools
You are allowed to bring two PRM mobility aids. The specifications of these aids must be communicated to your airline at least 48 hours in advance. If your mobility aid is damaged during your journey, a replacement aid will be provided. This will always be an electric wheelchair.

Assistance dogs
Assistance dogs can only be walked before the security check. However, the dogs are allowed to accompany you everywhere after that.

Sunflower lanyard
Not all handicaps are visible. That is why we acknowledge and recognize the Sunflower Lanyard. This lanyard makes invisible limitations of passengers visible, so that they get the extra attention and the support they need. The Hidden Disabilities Sunflower gives you no other right than for it to be recognized that you have a hidden disability and that you may need some support, help or extra time. It does not entitle the wearer to special facilities.If you would like to know more about this lanyard , or would like to order one, this can be done via: hidden disability.

Yes, wheelchairs are available at the airport. You will find these on your right side upon entering the terminal at departures, opposite the check-in desks.

 

You can safely enter a little earlier or park longer if, for example, your flight is delayed or your return date has changed. Please note that this may affect the parking rate and that you will have to pay extra upon return.

Assistance and guide dogs are allowed on board the aircraft free of charge. Make sure you have the correct documents with yency or airline in advance.

ou. The assistance dog must be certified. The condition differ per airline. Therefore, please contact your travel ag

Medicines and medical equipment are allowed free of charge. Make sure you have the correct documents with you. We do advise you to contact your airline directly. The contact details can be found on our website.

You make take 2 mobility aids (such as a wheelchair, walking stick or walker) with you for free. You must have indicated this at least 48 hours in advance. Allowed dimensions and weights, required documents and conditions may differ per airline. Always contact you airline first. The contact details can be found on our website.

Upon you arrival at the airport, you can go to one of the staffed check-in desks to report for assistance.

Dou you need help from outside the terminal building (such as from P1, the bus stop, the Kiss & Ride, etc.)? Please contact 010-4463424 to be accompanied to the terminal by an employee.

Our passenger assistants accompany passengers with reduced mobility throughout the airport grounds and in the terminal building in a customer-friendly and professional manner.

This service is provided in accordance with the European Regulation (EC) No. 1107/2006. When determining the quality standard, the guidelines from the ECAC document 30 were used as a starting point. The nature of the assistance is tailored as much as possible to the individual needs of the passenger. In this way, passenger with reduced mobility have the same opportunities to travel by plane as everyone else.

Our passenger assistants are trained in dealing with people who need extra help, have knowledge of airport procedures and safety standards and have followed lifting instructions if necessary.

Passenger who report on time will be picked up on time to board their flight. If a passenger reports for assistance less than 1 hour before departure, we will do our best to provide the necessary assistance, but we cannot guarantee that the passenger will be able to board their flight on time.

During the assistance, we do our best to transfer the passenger between assistants as little as possible. If this I necessary, we ensure that this does not affect the process and that the passenger is not left alone for too long. We will always ask the passenger for permission before leaving them alone and this will be never longer than 30 minutes or 10 minutes of no seating is available.

For departing passengers, the following quality standard applies:
Of all passenger who have registered in advance, we aim to provide assistance to 90% within 10 minutes of reporting at the airport and never have them wait longer than 15 minutes. For passengers who have not registered in advance, we aim for waiting times of 15 to a maximum of 20 minutes.

For arriving passenger, the following quality standard applies:
For 90% of all passengers who have registered in advance, we aim to have the assistant waiting at the door or the stairs of the aircraft within 10 minutes of the flight’s arrival time. The maximum waiting time after arrival is never longer than 20. For passengers who have not registered in advance, we aim for waiting time of 20 to a maximum of 30 minutes after registration.

 Do you have any feedback for us?
We strive to continuously improve our services. Have your recently used our assistance and are you not satisfied with our services? Please contact us. You will receive an answer from us within 2 working days.