Quality requirement and rights

Both in the EU and Denmark, efforts are made to improve the rights and conditions for airline passengers with reduced mobility.

Falck and CPH provide assistance to passengers with reduced mobility under regulation number EU 1107/2006.

Pursuant to the regulation on the rights of PRMs, airlines cannot refuse to accept a reservation of a ticket or the boarding of an aircraft by a person due to his/her disability.

Exceptions due to aviation safety

Certain exceptions apply for aviation safety reasons. An airline may refuse to accept a reservation by a PRM, or refuse to let such a person board its aircraft, or demand that a PRM who is travelling is accompanied by another person, if

  • this is necessary due to applicable safety regulations;
  • the size of the aircraft or a motivated lack of cabin crew prevents the carriage of PRMs; or
  • the airline motivates in writing within five working days its refusal to the PRM to accept the reservation or its refusal to let person board its aircraft, or notifies the person that it is a condition that he/she must be accompanied.

Complains about a safety exemption

A disabled person or a person with reduced mobility who believes that the rules have been violated may bring the matter before the managing body of the airport or the relevant airline. If the disabled person or the person with reduced mobility does not get a satisfactory treatment there, he/she may make a complaint to the Danish Transport Authority – Denmark. Any complaints should be sent to:

Danish Transport Authority – Denmark
Edvard Thomsens Vej 14
2300 København S 
E-mail: dcaa@slv.dk

Quality requirements of CPH’s PRM assistance

If the airline gives notification within 45 minutes of expected arrival at Copenhagen Airport, a PRM will be considered a passenger who has pre-booked assistance.

When you have pre-booked assistance:

  • 80% maximum waiting time of 10 minutes for assistance
  • 90% maximum waiting time of 20 minutes for assistance
  • 100% maximum waiting time of 30 minutes for assistance

 When you have not pre-booked assistance:

  • 80% maximum waiting time of 25 minutes for assistance
  • 90% maximum waiting time of 35 minutes for assistance
  • 100% maximum waiting time of 45 minutes for assistance

On arrival to gate/lounge, when you have pre-booked assistance:

  • 80% maximum waiting time of 5 minutes after the aircraft has been parked
  • 90% maximum waiting time of 10 minutes after the aircraft has been parked
  • 100% maximum waiting time of 20 minutes after the aircraft has been parked

On arrival to gate/lounge, when you have not pre-booked assistance:

  • 80% maximum waiting time of 25 minutes after the aircraft has been parked
  • 90% maximum waiting time of 35 minutes after the aircraft has been parked
  • 100% maximum waiting time of 45 minutes after the aircraft has been parked