Welcome and Departure Assistance – ADR Assistance
Departure
Check-in and on-board assistance
Arrival at the airport
Arrival times: what you need to know
It is important to arrive on time so we can provide you with the best possible assistance and ensure priority boarding. We recommend arriving at the airport 2 hours before your scheduled flight for Domestic/Schengen destinations and 3 hours before for Non-Schengen flights.
The order of assistance is determined by boarding time. If you arrive too early, you may have to wait before being assisted and taken to the security checkpoint.
Useful information
When packing your luggage, please note that, as required by law, you are only permitted one piece of hand luggage that complies with the airline’s size restrictions and weighs no more than 12 kg.
If you are departing from Fiumicino and have excess or overweight luggage, you can book a porter service for a fee. This service will handle your bags from your point of contact to the check-in desk, where they will be loaded onto the plane. Click here to access the dedicated page.
Luggage preparation: Please follow your airline’s regulations regarding the size, weight and contents of both your hand and hold luggage.
If you plan to travel with your personal mobility device (wheelchair, electric scooter, etc.), remember to inform the airline well in advance. They are responsible for taking care of this equipment, just as they are for your checked luggage.
The airline will provide you with the necessary information on how to prepare and stow your equipment.
Unless specifically restricted by the airline, passengers are permitted to carry on board liquid or solid medicines that are essential for strictly personal medical, therapeutic and dietary purposes and necessary for the duration of the journey. A doctor's prescription is not required for carrying LAGs (Liquids, Aerosols, Gels) in your hand luggage for medical purposes.
If you have any further doubts or questions, we recommend that you consult the airline you are flying with.
Security checks are designed to prevent dangerous or prohibited items from being loaded onto the plane.
One of our staff members will accompany you through a dedicated gate during the screening process. To access security, you will need your boarding pass. Please keep it ready for scanning.
At the gate, a security officer will screen you, your hand luggage, any medical aids including medication (along with the relevant documentation) and mobility aids such as your wheelchair.
If you are able to walk a few steps, you can pass through the security gate unaided; otherwise, you will remain in your wheelchair and will be manually checked by an attendant.
Please note that items which could be considered offensive weapons (such as metal files, scissors or golf clubs), as well as explosives, flammable, poisonous, toxic and infectious substances, are not permitted on your person and/or in your hand luggage.
You can find all official instructions on the transport of liquids at security checks on the dedicated pages for Fiumicino and Ciampino airports:
If you wear a pacemaker or any other medical device that could be affected by the metal detector, you should advise staff before passing through the security gate: they can then take alternative measures (such as a manual body search) to avoid any possible interference.
After clearing security checks, if your destination is non-Schengen, we will accompany you to the passport control area. Please have your travel document ready for verification.
Following the security and passport checks, you will be directed and accompanied to your departure gate or one of our lounges. If you are waiting near the gate, we recommend being there at the scheduled boarding time so our staff member can easily locate you when you board.
As a rule, passengers who have requested assistance board first. This ensures you have plenty of time and space to reach your seat safely.
In some cases, boarding does not take place via the finger (the enclosed walkway that directly connects the terminal to the plane entrance). In these situations, we will accompany you to the plane by minibus. If you are able to climb a few steps, you can use the stairs with the other passengers; however, if you find it difficult or impossible to manage stairs or differences in height, we will provide an ambulift to take you directly to the entrance. Similarly, if you have difficulty or are unable to move in the aisle, we may use a special aisle chair. This is designed to move easily within the plane, allowing us to accompany you to your seat safely and comfortably.
If you use your own personal wheelchair, the airline will take responsibility for loading your chair into the hold after we have accompanied you to your seat.
Accompanying persons
During transfer to and from the plane, we may use vehicles with limited seating. For this reason, your accompanying person may be required to board independently.
Travelling with minors
If minors are present, it is essential to report this so that the necessary equipment can be provided to ensure safe transport on our vehicles. Please note that our staff members cannot directly supervise minors. Responsibility for their care and supervision therefore remains with their guardian throughout the assistance process.