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The quality standards applicable to assistance for PRM in the Spanish airports of Aena Aeropuertos are published below.

On setting these standards we have taken into consideration the internationally recognised policies and codes of conduct for the provision of transport to disabled persons or persons with reduced mobility and, in particular, document 30 of the European Civil Aviation Conference (ECAC), part I, section 5 and its appendix J, Code of Conduct for ground assistance for people with reduced mobility.

Distinguishing between those cases where prior notice is given and those where no prior notice is given and between departure and arrival passengers, these are the maximum waiting times:

Maximum waiting time for assistance for departures where prior notice has been given

• 80% users: 10 minutes from notice of arrival.
• 90% users: 20 minutes from notice of arrival.
• 100% users: 30 minutes from notice of arrival.

Maximum waiting time for assistance for departures where no prior notice has been given

• 80% users: 25 minutes from notice of arrival.
• 90% users: 35 minutes from notice of arrival.
• 100% users: 45 minutes from notice of arrival.

Maximum waiting time for assistance for arrivals where prior notice has been given

• 80% users: 5 minutes from the arrival (*) of the plane.
• 90% users: 10 minutes from the arrival (*) of the plane.
• 100% users: 20 minutes from the arrival (*) of the plane.

Maximum waiting time for assistance for arrivals where no prior notice has been given

• 80% users: 25 minutes from the arrival (*) of the plane.
• 90% users: 35 minutes from the arrival (*) of the plane.
• 100% users: 45 minutes from the arrival (*) of the plane.

(*) Note: the arrival time of the plane is deemed as the moment the chocks are in place.