We offer assistance services to anyone that has difficulties moving around the airport independently and/or making use of the facilities. At the airport, Aviapartner employees are ready to assist you.
Book your assistance directly at the time of booking your flight ticket or trip!
Your airline or travel agency will pass on this information to us. We will ensure that assistance will be available for you. Special assistance will then also be arranged at the airport of your destination. Are you flying back to our airport from your destination? Then make sure to book this service as well for your return flight.
Provide your assistance code (if you know it) with your request:
Do you need help from the parking lot, the bus stop or the Kiss & Ride?
Because you arrive at the airport by public transport, taxi or are dropped off by someone. Then make an appointment with our security department. You can do this by emailing [email protected]. Don’t forget to also request assistance through your airline or travel agent.
Book your assistance at least 48 hours in advance.
We will then make sure that assistance is available for you. Are you booking less than 48 hours in advance? We will then do our best to help you as best as possible. Please keep in mind that you will have to wait longer. For more information, see our page about our quality standard.
Have you not booked assistance in advance?
Please report to the check-in desk on time. This is where we will help you further. Please take into account a longer waiting time. If you have not registered 48 hours in advance, waiting times may increase. We cannot guarantee that you will be on time for your flight.
You can also book your assistance directly with Aviapartner.
Aviapartner offers the special assistance service at our airport. Please send an email to [email protected]. Please include the following in the email:
Please note: Are you booking assistance directly with Aviapartner? Then assistance will not automatically be arranged at the airport of your destination.
Facilities at the airport for persons with reduced mobility
The most important facilities at our airport are located on the ground floor. The airport is easily accessible for persons with reduced mobility by means of automatic doors, elevators, lowered kerbs, reserved extra wide parking spaces and adapted toilets. There are accessible toilets before and after the security check. These are clearly indicated with signs. If you can’t find them, one of our employees at the airport will be happy to show you the way.
Parking for persons with reduced mobility: What are the options?
Do you have a parking card for persons with a disability? Then you can park your car in parking lot P1. Parking lot P1 is located directly in front of the terminal. Parking spaced for persons with reduced mobility can be recognized by the International Symbol of Access. Please place your disability parking card clearly visible behind the windscreen of your car. It is not necessary to reserve an accessible parking space ahead of time. There are always sufficient parking spaces available in our parking lot.
When entering the P1 parking lot, you take out a parking card and keep this card. Upon your return, you pay the regular parking rate (for long-term parking P3) upon presentation of your parking card, boarding pass and disability parking card. To do this, pass by the information desk in the central hall of the terminal before making your way to your car.
Do you have any questions?
Do you have any other questions regarding the special assistance at the airport? Please contact us. You can also reach us on (0)10 446 34 44 or send an email to [email protected].
Yes, wheelchairs are available. You will find this when you enter the terminal at departures on your right, opposite the check-in desks.
Our assistance is intended for anyone that has difficulty moving independently around the airport and/or using the airport facilities.
Arrival at the airport
Report to one of the check-in desks. Here you indicate what kind of assistance you need. Do you only need help getting on or off the plane? Then you can go through the security check and walk to the gate by yourself. Do you need more help? The check-in employee will then ask you to take a seat in the waiting area. An assistant who will help you will pick you up here later. Do you also need help outside the terminal (such as the parking lots, the bus stop or the taxi)? Please contact 010-4463424. You will be helped further there.
The security check
If you need help moving around the terminal, an assistance will guide you through the security check. The security company’s staff will check you and any medical luggage and mobility aids you may carry. Clearly indicate to the security officer what you are able and unable do with regard to the security check.
To the gate
After the security check, the assistant will take you to your gate. Are you flying outside of the Schengen area? Then you will also be helped at passport control.
Boarding and disembarking
Passengers with assistance are allowed to board first. At Rotterdam The Hague Airport, boarding and disembarking is always done on foot or by bus. Passengers board the plane by walking up a flight of stairs. Do you have difficulty climbing stairs? The assistant will then arrange a lift for you.
To the arrivals hall
We will guide you from the plane to the baggage claim. Also if you have to go through passport control. We will then help you with your luggage to the arrivals hall.
What can the assistant help you with?
What can’t the assistant help you with?
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.
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.
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.
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.
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. Unfortunately, these lanyards are not yet available at the airport.
If you want to know more about this lanyard , or would like to order one, this can be done via: hidden disability.
