PRM Quality Standards for Palermo Airport

Referring to the EUR 1107/2006 and ECAC Doc. 30 – concerning the rights of disabled persons and persons with reduced mobility – Palermo International Airport set quality standards for the assistance to the PRM when travelling by air. PMO Airport will meet the following targets for PRM assistance, in accordance with the level of service outlined in ECAC Doc. 30.

Standards for performance times

Pre-booked departing PRM (notification made at least 48 hours in advance)
upon arrival at the designated point of the airport, once they have made themselves known

  • 80% should wait no longer than 10 mins for assistance
  • 90% should wait no longer than 20 mins for assistance
  • 100% should wait no longer than 30 mins for assistance

Pre-booked arriving PRM
upon aircraft arrival at its final parking stand, assistance should be available at the gate or at aircraft side for

  • 80% of PRMs within 5 mins from the disembarkation of the last passenger
  • 90% of PRMs within 10 mins from the disembarkation of the last passenger
  • 100% of PRMs within 20 mins from the disembarkation of the last passenger

Non pre-booked departing PRM
upon arrival at the designated point of the airport, once they have made themselves known

  • 80% should wait no longer than 25 mins for assistance
  • 90% should wait no longer than 35 mins for assistance
  • 100% should wait no longer than 45 mins for assistance

Non pre-booked arriving PRM
upon aircraft arrival at its final parking stand, assistance should be available at the gate or at aircraft side for

  • 80% of PRMs within 25 mins from the disembarkation of the last passenger
  • 90% of PRMs within 35 mins from the disembarkation of the last passenger
  • 100% of PRMs within 45 mins from the disembarkation of the last passenger

Customer satisfaction
Most of the PRMs must evaluate the service received as satisfactory or very satisfactory in terms of

  • kindness of the staff
  • professionalism of the staff
  • access to airport services
  • lounge adeguacy
  • lounge cleanness
  • equipment/devices adeguacy
  • equipment/devices cleanness
  • quality of the assistance in its entirety.

Important notice
The aid provided by the Airport does not guarantee that passenger will depart if he does not arrive at the time indicated by the Air Carrier.