Assisted Travel

As per the stipulations of Regulation (EC) No. 1107/2006, Athens International Airport S.A. provides the on-ground assistance services to disabled passengers and passengers with reduced mobility with no additional charge.

The assistance services are provided to any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all passengers.

More specifically at Athens airport, assistance is provided to passengers in the following circumstances:

• Those able to walk up and down stairs and move about in an aircraft cabin without assistance, but who require a wheelchair or other mobility aid for moving between the aircraft and the terminal, inside the terminal and between arrival and departure points in the landside terminal. 
• Passengers unable to walk up or down stairs but can move about in an aircraft cabin and require a wheelchair to move between the aircraft and the Main Terminal Building terminal/ the Satellite Building, in the Main Terminal Building and between Designated Points for Persons with disability and/or reduced mobility.  
• Passengers with a disability of the lower limbs who have sufficient ability to take care of themselves and can move about in an aircraft cabin with the help of an onboard wheelchair but require assistance service when boarding and disembarking an aircraft. 
• Passengers who are completely immobile and have complete reliance on a wheelchair or any other mobility aid and who require assistance at all times from arrival at the airport to seating in the aircraft, or if necessary, in a special seat fitted to his/her specific needs. The same applies in reverse. 
• Passengers who are blind or have eyesight disability. 
• Passengers who are deaf or hard of hearing or who are deaf without speech. 
• Passengers with any other form of disability that may require assistance services (such as intellectual disability, any kind of non-visible disability, learning difficulties, dementia, Alzheimer’s, Down’s syndrome, autism spectrum disorder).

Should you need any further clarification please contact us.

In order to book assistance service for your journey, you should: 

• Advise your airline or travel agent in advance – ideally at the time of booking your flight or at least 48 hours before your flight to let them know you will require assistance when travelling. Passengers are encouraged to always pre-book assistance with as much notice as possible. However, if you have been unable to book assistance, we will make all reasonable efforts on the day to assist you. 
• Please advise your airline at least 48 hours before you travel if you are travelling with an assistance dog or with your own mobility aid such as a wheelchair or scooter. 

*Each airline at Athens International Airport may have differing applied policies on booking special assistance. Passengers are advised to contact their own airline for further information before they travel. 

Accessibility

The airport public area and the parking areas are accessible to wheelchair users.

Αthens airport in cooperation with Union of Deaf People and has introduced a new service, powered by Skymakers' EVENLY platform. This service which facilitates communication between deaf and hard of hearing individuals and the airport's customer service representatives! With the use of video conference, travelers can:  

• Schedule an appointment from home to communicate with a sign language interpreter and an airport customer service representative.  
• Communicate instantly and in real time with an airport customer service representative, with the help of a remote interpreter from designated locations within the airport.  

The service is available Monday to Friday, 09:00-17:00, at the Assistance Services Coordination Office for Persons with disability and/or reduced mobility and the central Information Desks in Departures & Arrivals. Our goal is to expand this service to even more locations, enhancing the travel experience even further! At Athens airport, the service and support of all passengers and visitors is our priority. We believe everyone deserves equal access and assistance, regardless of their needs. With this new service, we are taking another step toward making our airport more accessible and welcoming for everyone!

Please find out more

• Parking Facilities and Drop off/Pick up points 

Dedicated temporary parking spaces for Drop-off/Pick-up in front of the Main Terminal Building, at Entrance No. 2 at the Departures’ Level and at Entrance No 4 at the Arrivals’ level. 

Dedicated parking spaces, at Short Τerm parking 1 and 2 and Long Term parking lot. The prices of the Long Term parking lot are valid for the dedicated parking spaces in Short Term 1 & 2.

• Passengers with disabilities –Dedicated temporary parking spaces

Three (3) dedicated temporary parking spaces in the inner lane of the departures level near Entrance 2 exclusively for use of passengers with disability and their accompanying persons (as the case may be) and two (2) dedicated temporary parking spaces in the inner lane of the arrivals level near Entrance 4 have been provisioned. These dedicated temporary parking spaces are provided free of charge, on the condition of displaying, the respective documentation of disability proof of the passenger with disability irrespective of the degree of disability, and also, the passengers with disability airline ticket reservation. At the same time, the special designated parking spaces in the Short-Term parking lots 1 and 2 for people with disabilities are always valid at privileged prices. Please find out about the relevant procedure herebelow:

Departure’s Level:

In order to make use of the three (3) dedicated temporary parking spaces in the inner lane at the departures level, the passenger with disability who is traveling shall have her/his airline ticket reservation and documented proof of disability and regardless of its degree, as well as at least one accompanying person. The said spaces are located near Entrance 2 and are provisioned only for drop-off. The accompanying person shall remove the vehicle after the passenger with disability having been disembarked. For your convenience, near Entrance 2 in the inner lane of the departures level of the Main Terminal Building, the "Designated Point 1” for persons with disabilities and/or reduced mobility" is located where the passenger or the accompanying person may contact Athens International Airport’s Assistance Services Coordination Office for persons with disabilities and/or reduced mobility.

Near Entrance 2 of the departures level inside the Main Terminal Building, the "Designated Point 6 for persons with disabilities and/or reduced mobility" is located, where the passenger or the accompanying person may contact the Athens International Airport’s Assistance Services Coordination Office for persons with disabilities and/or reduced mobility.

For the unhindered movement of people with visual disability, blind path from the drop-off spaces leading to "Designated Point 6 for persons with disabilities and/or reduced mobility" inside the Main Terminal Building close to Entrance No 2. From the "Designated Point 6" passengers with visual disability may contact the Athens International Airport’s Assistance Services Coordination Office for persons with disabilities and/or reduced mobility.

For the convenience of all passengers with disability, it is worth pointing out with particular emphasis that the above-mentioned dedicated temporary parking spaces are not allowed to be used for parking stay under any circumstances. In the event of parking, the passengers with disabilities may use the determined parking spaces in the Short-Term Parking 1 and 2, provided with privileged pricing.

With regard to passengers with reduced mobility, as long as neither the passenger nor their accompanying person have documented proof of disability, the use of the dedicated temporary parking spaces is not allowed.

Passengers with reduced mobility are advised to notify about the need and type of assistance services when booking their airline ticket and after parking in the Short Term parking 1 and 2, to use the Designated Points 4 and 5, located in Short Term parking 2 and 1 respectively, and notify on time for their presence so that from that point the respective assistance services be provided.

Arrival’s Level:

In order to use the two (2) the dedicated temporary parking spaces for passengers with disability located in the inner lane of the arrivals level near Entrance 4, it is required to have one (1) copy of the disabled passenger's airline ticket reservation and a (1) copy of the relevant documented proof of disability of the person you are picking up. These documents must be presented at the entrance control point to grant you access. If you do not possess them, you will need to me use of the parking spaces in the Short Term Parking 1 & 2.

Additionally, the "Designated Point 3 for persons with disability and/or reduced mobility" is located near Entrance 4, from where passengers may contact International Airport’s Assistance Services Coordination Office for persons with disabilities and/or reduced mobility.

Wheelchair ramps are provided at all sidewalks.

Special walkway for people with eyesight disability at the Suburban Railway Station leading either to the temporary parking spaces in front of Entrance 2 at the Departures’ Level or to the Designated Point No 6 for disabled passengers and passengers with reduced mobility inside the Main Terminal Building in the check in hall at the Departures’ Level.

Ample-spaced elevators allowing for the maneuvering of wheelchairs are available at all levels of the Main and Satellite Terminal Building. Braille floor-selection buttons are provided for people with eyesight disability.

Dedicated waiting area for disabled passengers and passengers with reduced mobility and their accompanying persons in the Main Terminal Building, Departures’ Level, all Users’ area, next to Entrance 1.

Designated seats specially marked in the departure gates’ area of the Main and Satellite Terminal Building.

Water coolers throughout the Terminal are specially positioned at a convenient height and accessible to people sitting in wheelchairs. Specially designed toilets are provided in each area of Athens International Airport. Additional Braille signage and contrasting colours facilitate people with eyesight disability. Furthermore, an intercom system is available for emergencies.  

Specially designed e-check-in and internet points for people sitting in wheelchairs are located close to Entrances 1 and 4 of the Main Terminal Building at the Departures’ Level.In case of an emergency alarm, visual and audible notification appliances are activated, notifying hearing or visually impaired passengers to follow emergency instructions safely.

Dedicated passengers’ security screening check points at the Main and Satellite Terminal Building. 

Dedicated flow for the boarding pass control at the Main and Satellite Terminal Building. 

Dedicated flow for the passport control points at the Main and Satellite Terminal Building. 

An animal care facility inside the terminal is available in the Non-Schengen departures area, in the controlled area after passport control. Aiming at facilitating passengers traveling with pets or assistance dogs to non-Schengen destinations who have already passed passport control, as well as connecting passengers who cannot go outside the terminal, a separate closed specially designed facility has been created next to the departure gate A15. We thank you for your help in keeping the facility clean after use!

• At Athens International Airport there is a First Aid Station (Gate 8) fully equipped to deal with emergencies. 
• There is a pharmacy at the Arrivals’ Level of the Main Terminal Building (located between Entrances 4 and 5).
• For further information, you are kindly requested either to contact the Athens International Airport’s Central Information Desk at the Departures’ Level of the Main Terminal Building (located between Entrances 2 and 3), Athens International Airport’s Central Information Desk at the Arrivals’ Level of the Main Terminal Building (located next to Entrance 3) or visit the Athens International Airport web site “http://www.aia. gr” or contact the airport through its call centre at 0030 210 35 30 000.  

• In designated areas in the Main Terminal Building, you may find stands with informative brochure in accessible format for disabled people and people with reduced mobility. 
• The brochure is available in Braille format for people with eyesight disability. You may ask for your brochure in Braille format at:

1. the Assistance Services Coordination Office for disabled passengers and passengers with reduced mobility located in public area, all Users’ area, next to Entrance 1; 
2. the Central Information Desk, located in public area, between Entrances 2 and 3, Departures’ level; 
3. the Central Information Desk, located in public area, next to Entrance 3, Arrivals’ level. 

In case you are interested please find our brochure in PDF format here.

• Always notify your Airline/ Agent/Tour Operator of the need of assistance service at least 48 hours before the published departure time of the flight.
•  The day of your flight present yourself at the Designated Points at Athens International Airport or at the check in counter, at the time stipulated in advance and in writing (including electronic means) by your Airline/travel agent/tour operator. If the time has not been communicated to you, you should present yourself at least 2 hours before the published departure time of the flight, irrespective of your destination.
• In case do not wish to hand your wheelchair over at the check-in point, please inform your Airline accordingly either when you reserve your flight ticket or when you check in, and make sure that you appear in person at the control gate at least 45 minutes before the published departure time of the flight.
• According to Regulation (EC) No. 1107/2006, the provision of assistance to disabled passengers and passengers with reduced mobility is delegated to both the Airport (assistance provided on the ground) and the Airline (assistance provided during the flight).
• It is up to the Airline to decide whether to accept passengers who arrive late at the airport.
• In the event of damage or loss of your own mobility equipment upon arrival, temporary replacement can be obtained, albeit not necessarily on a like-for-like basis, by reporting it to the respective airline’s Lost & Found offices, at the Baggage Reclaim Area.

Dedicated temporary parking spaces for Drop-off/Pick-up at the Arrivals’ and the Departures’ Level in front of the Main Terminal Building.

Dedicated parking spaces, at Short Τerm parking 1 and 2 and Long Term parking lot. The prices of the Long Term parking lot are valid for the dedicated parking spaces in Short Term 1 & 2.

On condition that you hold a valid flight ticket and irrespective of your flight destination, on the day of your flight present yourself at the Designated Points at Athens airport or at the check in counter, at the time stipulated in advance and in writing (including electronic means) by the air carrier/travel agent/tour operator. If the time has not been communicated to you, you should present yourself at least 2 hours before the published departure time of the flight, irrespective of the flight’s destination.

Designated points for disabled passengers & passengers with reduced mobility

Τhe designated points are equipped with telecommunication means to enable the disabled passengers and passengers with reduced mobility to communicate their arrival at the Athens International Airport.

The designated points are located in: 

Α) Main Terminal Building, Departures’ level:  

• Designated Point 1: Entrance 2  

• Designated Point 2: Suburban Railway Station  

• Designated Point 6: Check-in Area, inner part of Entrance 2  

Β) Main Terminal Building, Arrivals’ level:  

• Designated Point 3: Entrance 4  

• Designated Point 4: Short Term Parking 2  

• Designated Point 5: Short Term Parking 1  

C) General Aviation Facility Building:  

•  Designated Point 7: Entrance of General Aviation Facility Building

Kindly check for your facilitation the Designated Points in the mentioned map

Athens international airport’s assistance services coordination office

Athens International Airport’s Assistance Services Coordination Office is located in the Main Terminal Building, Departures’ Level, all Users’ area, next to Entrance 1, where dedicated waiting area for disabled passengers and passengers with reduced mobility and their accompanying persons is available. It is staffed on a 24hrs basis by Athens International Airport’s personnel.

The quality level for the provision of assistance service on departure from or arrival at Athens International Airport for disabled passengers and passengers with reduced mobility who notified the Airline Carrier/ /Τour Operator at least 48 hours before the published time of departure of their flight for the need and type of assistance service is as follows:

Departing passengers

• 80% of disabled passengers and passengers with reduced mobility should not have to wait more than 10 minutes for the provision of assistance service at the Designated Point or the check-in counter.  

• 90% of disabled passengers and passengers with reduced mobility should not have to wait more than 15 minutes for the provision of assistance service at the Designated Point or the check-in counter. 

• 100% of disabled passengers and passengers with reduced mobility should not have to wait more than 25 minutes for the provision of assistance service at the Designated Point or the check-in counter.

Arriving passengers

• For the 80% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 5 minutes from the flight arrival for the provision of assistance service. 

• For the 90% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 10 minutes from the flight arrival for the provision of assistance service. 

• For the 100% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 15 minutes from the flight arrival for the provision of assistance service.

If the need and the type of assistance service HAVE NOT BEEN NOTIFIED to the Airline /Agent/ Tour Operator at least 48 HOURS before the published time of departure or arrival of the flight.

The quality level for the provision of assistance service on departure from or arrival at Athens International Airport for disabled passengers and passengers with reduced mobility who DID NOT notify the Airline /Agent/Tour Operator at least 48 hours before the published time of departure or arrival of their flight for the need and type of assistance service is as follows:

Departing passengers

• 80% of disabled passengers and passengers with reduced mobility should not have to wait more than 15 minutes for the provision of assistance service at the Designated Point or the check-in counter.  

• 90% of disabled passengers and passengers with reduced mobility should not have to wait more than 25 minutes for the provision of assistance service at the Designated Point or the check-in counter.  

• 100% of disabled passengers and passengers with reduced mobility should not have to wait more than 35 minutes for the provision of assistance service at the Designated Point or the check-in counter.  

Arriving passengers

• For the 80% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 15 minutes from the flight arrival for the provision of assistance service.

• For the 90% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 25 minutes from the flight arrival for the provision of assistance service. 

• For the 100% of the disabled passengers and passengers with reduced mobility the Contractor should be present at the aircraft stand no longer from 35 minutes from the flight arrival for the provision of assistance service. 

IMPORTANT

The quality level for the provision of assistance service on departure from Athens International Airport is applied on condition that the disabled passenger and the passenger with reduced mobility holds a valid ticket and presents himself/herself the day of his/her flight at Athens International Airport irrespective of the destination either at the Designated Point for disabled passengers and the passengers with reduced mobility or at the check-in counter at least two (2) hours before the published time of departure of the flight.

If you consider that your rights protected in Regulation (EC) No 1107/2006 have been infringed, you may notify your comments in written:

If the infringement is related to the provision of on ground assistance services:

To the attention of Athens International Airport S.A. 

Communications & Marketing 

Bld 17, Spata Attica 19019, Greece  

Telephone: 0030 210-3537146, 0030 210-3536183 

Email: cqidept@aia.gr

If the infringement is related to the provision on board of assistance services:

To the attention of your Airline

If you have already made a written comment/complaint to the Airport Company and you are not satisfied with the outcome you may notify your written comment/ complaint to:

Hellenic Civil Aviation Authority 

Tel.: 0030 210-3541329 

E-mail: prm@hcaa.gov.gr

If you have already made a written comment/complaint to the Air Carrier and you are not satisfied with the outcome you may notify your written comment/complaint to:

Hellenic Civil Aviation Authority  

Tel.: 0030 210-3541329 

E-mail: prm@hcaa.gov.gr