Airport Ground Handling and PRM Assistance Procedures

Assistance for Passengers with Reduced Mobility

AENA is in charge of providing this service, called "Sin Barreras". It is the PRM's responsibility to specify their travelling needs in the reservation. Contact the airline 48 hours before and specify what kind of assistance is required. This service is provided at the departure airport, the arrival airport, and the transit airports.

PRM Classification Codes

• WCHR (R for Ramp): For passengers who can ascend and descend steps but are unable to walk long distances. They require assistance between the aeroplane and the terminal, within the terminal itself, or between arrival and departure points.
• WCHS (S for Steps): For passengers who cannot ascend or descend steps. Assistance is required to and from the aircraft; the passenger must be carried up or down the steps, sometimes using an Ambulift to lift the passenger on or off the aircraft.
• WCHC (C for Cabin): For passengers who are completely immobile.
• BLND: For passengers accompanied by a guide dog.
• DEAF / DUMB: For passengers who may be accompanied by a guide dog. This must be communicated 48 hours before the trip. Dogs should have a lead, collar, and muzzle.

Travelling with Pets and Live Animals

Live Animals in Hold (AVIH) and Pets in Cabin (PETC): Pets require a passport, identification, and proof of anti-rabies vaccination.

Aeroplane Configuration and Ground Handling

Aeroplane configuration: The method of commercially distributing aeroplane seats by classes.

Seat map: A diagram of the seat layout inside a passenger airliner.

Handling Service Categories

• Passenger Handling: Responsible for all passenger-related services, including check-in, boarding, ticket sales, excess baggage and other fee payments, loss or damage to luggage, providing information, and meeting all special service requirements.
• Ramp Handling: Responsible for loading and off-loading luggage and cargo, as well as the transport of passengers and crew between the aircraft and passenger terminals, etc.
• Flight Operations Handling: They dispatch the aircraft and supervise all ramp and cabin activities required for a successful and time-efficient aircraft turnaround. This includes disembarking, refuelling, cleaning, catering, boarding, load control, weight and balance calculations, and start-up procedures. They serve as a link between the crew and the ground staff.

The Aeroplane Turnaround Process

Turnaround: The time needed for loading, unloading, disembarking, boarding, and servicing an aircraft. The process involves:

• Landing: The initial arrival phase.
• Aeroplane taxiing into its parking position: After landing, the aeroplane moves to its assigned parking position.
• Parking the plane: The turnaround begins the moment the aircraft stops, the parking brake is set, and the anti-collision lights are turned off.
• Equipment placement:
  • Chocks: Used to prevent the aircraft from moving due to parking brake failure or strong winds.
  • Cones: The aircraft is immobilised and marked with safety cones. These are usually placed under the wingtips and in front of or behind the engines to avoid damage and warn passengers to stay clear.
  • Passenger Integrated Guidance System (PIGS): Tapes used by some airlines to guide passengers during boarding or disembarking, keeping them clear of dangerous areas.