Frequently Asked Question

1. Is there a charge for the service?
   No, the service is completely free of charge for all passengers with disabilities or PRMs.

2. How can I request assistance?
   You can request it when booking your flight with your airline or travel agency. Alternatively, you can notify them up to 48 hours before departure.

3. Do I need any special documentation to receive assistance?

Assistance for PRMs at the airport is not a healthcare service and we do not require medical certificates. However, the airline you are flying with may ask you for documentation related to your fitness for air travel.

4. Where do I go at the airport if I need assistance?
   You will find clearly marked meeting points inside Fiumicino and Ciampino airports. Our staff will be there to welcome you.

5. Can I be accompanied to my seat on the plane?
   Yes, our staff will accompany you through all stages of your journey through the airport, right up to your seat on board.

6. What kind of support can I request?
   Assistance can include escorting you through security checks, check-in, luggage reclaim and transfers within the airport, as well as support during boarding and exiting the aircraft.

7. Will the operator be the same for all my assistance?

We try to dedicate one staff member to you during your time at the airport; however, for logistical reasons, you may be assisted by several different operators, all of whom are equally trained and kind.

8. Can I travel with my personal mobility support?

Of course, but please be sure to inform the airline you are flying with well in advance that you will be travelling with your personal equipment. In the unfortunate event that your mobility aid is damaged during the flight, please inform the airline immediately. You will need to complete a specific report at the Luggage Reclaim Lounge to obtain a file number.  We will provide you with one of our wheelchairs until yours is returned or repaired.

9. If I travel with a accompanying person who has the same flight as mine, will they be able to stay with me during all stages of the journey?

If you are travelling with someone, whether on departure or arrival, we will ensure that your accompanying person can assist you at all times. However, 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. We will make every effort to organise the service to minimise inconvenience and enable you to travel together.

10. If I am accompanied to the airport by a person who is not flying with me, how far can they stay by my side?

If your accompanying person has no boarding pass, they cannot enter the security control area; however, they will be able to remain by your side in all areas of the airport that are open to the public until you enter the security checks.

11. How can I recognise ADR Assistance staff?
    Our team wears easily recognisable uniforms and identification badges.

12. Do you also offer assistance for non-visible disabilities?
    Yes, the service is dedicated to all persons with disabilities, both visible and non-visible, with full respect for their differing needs.

13. If I check in online and already have my boarding pass, how long before should I arrive at the airport? Can I continue directly to the boarding gate?

We advise you to follow the instructions provided by the airline you are flying with regarding boarding time and ensure you leave yourself enough time. Please remember to notify us of your arrival at the airport via the enquiry points, at the ADR information desks, or directly at our landside assistance lounges in Terminals 1 and 3.

14. What happens if I have not requested assistance in advance?
    We will do our best to help you, but to guarantee you the best support, we strongly recommend that you always indicate your needs when booking.

15. Is there also a service on arrival?
    Yes, we will meet you at the plane exit and accompany you to the airport exit or to the agreed meeting area.

16. Can I take my medication with me on board?

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.

You can find all official instructions on the transport of liquids at security checks on the dedicated pages for Fiumicino and Ciampino airports:

• Security checks - Fiumicino Airport
• Security checks - Ciampino Airport

17. How can I give feedback on the service received?

We welcome any feedback aimed at improving the services we offer. To express your gratitude or file a complaint, please fill out our online feedback form and we will look into any reported issues.

18. What to do if assistance is not provided or is inadequate?

 In the event of a failure or inadequacy of the assistance provided, any complaints must be lodged with the relevant party:

• the airport management company for any lack of or inadequate ground handling services;
• the airline for issues related to reservations/purchases and for any lack of assistance while on board the aircraft.
• Should the response received not be considered satisfactory or congruent with the regulatory provisions, the PRM may file a further complaint with ENAC (the Italian Civil Aviation Authority).

Complaints - Italian Civil Aviation Authority

19. Can I access the ZTL areas near the terminals free of charge if I have a disabled badge?

Yes, disabled badge holders can access the ZTL areas at both Arrivals and Departures free of charge for up to two hours. To do this, you must first register your vehicle details via the online form.

For all information and the link to the form click here.