PASSENGERS WITH DISABILITIES
AND REDUCED MOBILITY
Accessibility services for passengers with special needs and disabilities
NOTICE TO PASSENGERS – SALA AMICA, BOARDING AREA
The Sala Amica located in the boarding area is temporarily undergoing refurbishment works. A temporary Sala Amica has been set up in the same area to ensure continuity of the service, which remains unchanged and accessible through the usual activation procedures. We apologize for any inconvenience caused.
FOR THE PEACE OF MIND OF PASSENGERS WITH SPECIAL NEEDS
Booking
Should you require assistance:
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inform your airline or travel agent at least 48 hrs prior to your date of departure
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refer to the specific PRM section on your airline’s website
Your airline may request additional information to assist you better e.g. will you be travelling with your own chair, medical equipment, a guide dog etc.
Your airline will assign you with a IATA code which describes the type of assistance you require:
WCHR
Passenger who can walk independently inside the aircraft as well as go up and down stairs, but who needs a wheelchair or other means of transport to move for long distances inside the terminal.
WCHS
Passenger who can walk independently inside the aircraft, but who cannot go up or down stairs and who needs a wheelchair or other means of transport to move around the airport.
WCHC
Non-ambulatory passenger, who can travel with his own wheelchair and requires assistance from the moment of arrival at the airport, during all phases of boarding and disembarking of the flight, including the stay on board the plane and until the end of the flight and upon arrival at your destination.
DEAF
Passenger with partial or total limitations in hearing and verbal communication.
BLND
Passenger with partial or total vision limitations.
DPNA
Passenger with cognitive, intellectual and behavioral limitations.
Assistance for passengers with special needs and reduced mobility can be activated directly at the check-in desks or at any of the intercoms labelled “Sala Amica Call Point":
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Entrances 1, 2, 3 and 4 on the Departures floor
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Entrance 8 on the Arrivals floor
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M4 metro entrance on the Arrivals floor
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P1 multi-storey car park on floor +2
Boarding and disembarking procedures
On departure
Sala Amica staff takes the passenger from pick-up ( check-in, specific entrances or parking areas within the airport grounds), throughout the entire departure process (check-in, security control, and boarding). Time permitting passengers may rest at the Sale Amica lounges or use other airport services (bar, shops, etc.).
Boarding for wheelchairs is carried out as follows:
When aircraft is at loading bridge, passenger boards with other passengers
When aircraft at a remote stand, passengers are driven to the plane with vehicles called ambulifts
In both cases, passengers are transferred to their seat using narrow wheelchairs provided for by SEA.
SEA’s responsibility is complete once the person is seated on board the aircraft after which it is the airline’s cabin crew that will provide assistance.
On arrival
Sala Amica staff meet the passenger at the aircraft seat, accompany them to baggage claim (when necessary) and to the drop-off indicated by the passenger (Arrivals, parking area, taxi stand, bus stop, etc.). The same process described for boarding applies to disembark the aircraft.
Refer to our Technical Regulations for further details on quality standards and service requirements.
Companions
If you travel with a companion, we will ensure their presence during all phases of assistance both at departure and arrival. However, during the transfer to and from the aircraft, special vehicles with limited seating may be used, and therefore your companion may be required to board the flight directly from the assigned gate or via bus. In any case, we will do our best to organize the service to minimize inconvenience and reunite you as soon as possible.
What time should I report at the airport?
Having requested assistance at least 48 hours before departure, you will report at the airport within the indicated time:
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at least two hours prior to departure when at a pick-up point
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at least one hour prior to departure when at a check-in desk
Click here to consult the map created to provide you with a brief and approximate overview of distances and travel times.
Where can I park?
Within the barrier-controlled car parks, Milan Airports Parking reserves dedicated spaces free of charge for Passengers with Reduced Mobility (PRM) holding a valid original permit. Please note that within the short-stay car parks P10, P11 and P12, there are no spaces reserved for PRMs.
PROCEDURE TO FOLLOW
Upon arrival at the airport, park the vehicle in a dedicated space and display the permit on the dashboard, preferably the original.
Upon return from your trip, before collecting your car, please go to the “Help Desk – Payments and Assistance” area (located next to the automatic payment machines on the Arrivals level, towards M4) and complete the registration by presenting the following documentation:
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parking entry ticket;
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valid original disability permit;
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identity document of the person with a disability;
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travel document of the permit holder indicating the departure date.
What is Sala Amica?
Sala Amica is the general name for all airport services assisting passengers with special needs and reduced mobility and are provided free of charge by SEA.
The dedicated lounges reflect the following standards to ensure passenger comfort:
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qualified personnel
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accessible restrooms (inside and/or near lounges)
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flight info screens
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inductive loop system
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air travel regulations including the Service Charter, Official Guide to Milan’s Airports, and Passenger Rights (also in Braille)
Sala Amica lounges at Linate are located:
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Departures floor near entrance 1 and 2 (open between 5 a.m. and midnight)
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Gates (open between 05.00 a.m. and 11.00 p.m.)
Indications for the visually impaired
Terminals are equipped with tactile guide paths and Braille buttons on telephones and lifts. A synthetic voice system indicates the floor at which the lift is stopping. Inform your airline in advance if you will be travelling with an assistance dog.
If needed, the service can be activated at the check-in desks, in Sala Amica, and at the designated Call Points marked "Sala Amica Call Point," which are located at Linate at the following points:
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Departures level: at entrance doors no. 1, 2, 3, and 4
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Arrivals level: near door 8
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Arrivals level: at the entrance to the M4 metro
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Multi-story parking P1 (level +2)
Quality certifications
Our goal is to create all the conditions that make the travel experience calm and comfortable for passengers with reduced mobility.
The assistance service at Milan Airports complies with EU Regulation 1107/2006 and ENAC Circulars GEN 02B.
SEA’s commitment to this service is demonstrated not only by our passengers but also by the voluntary achievement of the following certifications:
- UNI EN ISO 9001 Quality Management Systems;
- Service Certification for assistance activities, based on a Protocol that defines the service requirements of the Sala Amica.
Certificates issued by the RINA body.
The added value of this certification scheme is the annual audit of all airport infrastructures and facilities, carried out by a team of auditors.
With a view to continuous improvement, SEA has established a “Technical Committee” composed of the main associations for the protection of the rights of people with disabilities. This committee validates the aforementioned Service specification and formalizes collaboration among the stakeholders involved in these delicate assistance processes to best meet the needs of people and respond to market demands.
Download the ISO 9001 RINA CERTIFICATION
Download the Customer Experience Service Certificate for Passengers with Reduced Mobility – RINA
Download the Regulations – Service Requirements of the Sala Amica (Italian only)
Contacts and useful info
For additional information on the services offered to disabled and/or reduced mobility passengers, please call (+39) 02 232323 or write to prm@seamilano.eu.
E.U. - Rights for travellers with reduced mobility
E.N.A.C. - Passengers with disabilities or reduced mobility
Discover more about distances and travel times
Check the map created to provide you with a brief and approximate overview of the route at the airport
FAQ
Here are the answers to your questions
See also
